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Md. Sadique
Md. Sadique, Engineer
Category: Laptop
Satisfied Customers: 358
Experience:  Engineer with 7+ yrs. experience as a software troubleshooter, developer & hardware support.
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Just bought a HP laptop. Cannot log in - 't know my pass

Customer Question

Just bought a HP laptop. Cannot log in - don't know my pass word. Can you help?
Submitted: 2 years ago.
Category: Laptop
Customer: replied 2 years ago.
Well, what is my answer?
Customer: replied 2 years ago.
The ad said ten minutes, your time is up, Cancel my transaction.
Expert:  Sandy replied 2 years ago.
Hi, I am Sandy and I look forward to help you today with the best answer possible.
What OS is installed on this HP laptop? Windows 7 or 8
Customer: replied 2 years ago.
The add from HP was Office 365 personel was free to instal.
Expert:  Sandy replied 2 years ago.
What OS is installed on this HP laptop? Windows 7 or 8
Please let me know.
Customer: replied 2 years ago.
I don't have an operating system loaded.
Customer: replied 2 years ago.
I thought that this 365 is to be my system, not Windows 10.
Customer: replied 2 years ago.
Well where are we going? What are you doing?
Expert:  Sandy replied 2 years ago.
Please Restart your computer.
It will ask to enter your Email ID(any hotmail or outlook.com or msn.com ID) and password.
If you don't have any ID, please choose, "I don't have an account"
And then create a new account iD and then use that to login.
Please let me know if it helps or not.
Thank you.
Customer: replied 2 years ago.
Did not work. What now?
Expert:  Sandy replied 2 years ago.

What message do you get when you try to create a new account? Are you able to create a new account?

Customer: replied 2 years ago.
It implies that I have an account.I am using my old PC to comunicate with you.
Expert:  Sandy replied 2 years ago.

Turn off that new computer.

Press F11 at the start and choose , "System Recovery" and then choose "Reset your computer" to restore it to factory settings.

Customer: replied 2 years ago.
There is not an f11
Expert:  Sandy replied 2 years ago.

F11 key is located on the top line of HP laptop. like F1, F2.....F11

Customer: replied 2 years ago.
On this laptop there is no F11, only on this old one, no help
Expert:  Sandy replied 2 years ago.

I'm sorry, I'm out of idea.s I'm opting out and leaving it for other experts. Other expert will reply back to you soon. Thank you.

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