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I have a new laptop and forgot the logonpassword, how can I…

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I have a new laptop...
I have a new laptop and forgot the logonpassword, how can I reset it if I can't log onto Windows 10?
Submitted: 2 years ago.Category: Laptop
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Answered in 5 minutes by:
2/19/2016
Laptop technician: Harold Hanna, Engineer replied 2 years ago
Harold Hanna
Harold Hanna, Engineer
Category: Laptop
Satisfied Customers: 311
Experience: Sr System Administrator at General Dynamics
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Hello how are you today? Is the password ***** showing up after the first Windows boot screen?

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Customer reply replied 2 years ago
Hello, I am wonderful, thank you. Yes, it is. How can I fix it?
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Good evening Haley. What is the username for your laptop?

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Customer reply replied 2 years ago
Not sure what difference that makes, but it is MBCSS
Laptop technician: Harold Hanna, Engineer replied 2 years ago

If you have an email associated as your log in, you can remotely change the password.

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Customer reply replied 2 years ago
This is a new laptop that I purchased for my Church, I was sure I need the password ***** used it to log on before, now it is not working. I saw that you can build an Administrator account by going into Safe Boot with Command Prompt, but when I select the open, the computer restarts and goes back to the log on screen. Urgently need help please
Customer reply replied 2 years ago
No email is associated with this laptop
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK, and I know you said you used the previous password ***** before, are you sure that MBCSS was the username you were using previously? Does it give you choices for the user name?

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Customer reply replied 2 years ago
It is the only option. I am not prompted for the userId
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK. Do you have a Windows 10 installation disc? You are correct you can do it from a command prompt. When you say you select open and it restarts, do you mean when you select Safe Mode with Command Prompt, it starts to load and then restarts before the command prompt comes up?

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Customer reply replied 2 years ago
No the laptop did not come with an installation disc. This are the steps I was trying: Open elevated command prompt by entering Safe mode with Command prompt. To go to Safe mode, use the power button on the sign-in screen and press Shift (key on the keyboard) + Restart. This will take you to the recovery boot menu. Click Troubleshoot> Advanced options> Startup settings. You then see a list where you can choose Safe Mode with Command prompt.
Type the following command: net user administrator /active:yes to activate the built-in administrator. However, when I select the Safe Mode with Command prompt option, it restarts and goes right back to the log on screen
Customer reply replied 2 years ago
Thank you for helping me, I need this laptop tomorrow and praying we can resolve it
Laptop technician: Harold Hanna, Engineer replied 2 years ago

You are doing this correctly, but it does not seem to be letting you get to the command prompt. We need another way to get there. If you can get access to another computer with Windows 10, you can create a recovery disc, and then boot to that disk, and use the command prompt from there. I am also looking for a recovery disc you may be able to download.

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Customer reply replied 2 years ago
Ok, the laptop that I am on I upgrade to Windows 10
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK would it help you any to restore back to whatever Windows version you had previously? This of course depends on if you need information on the drive, or if you just need the computer in a workable state. I am still looking for the possibility of downloading a recovery disc.

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Customer reply replied 2 years ago
The new laptop came with Windows 10, my old laptop I upgrade to it
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Ahh OK I understand. Do you have a USB drive you can allow to be formatted or would you prefer DVD?

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Customer reply replied 2 years ago
DVD, I don't have a thumb drive...I have an external that I can use if that will work
Laptop technician: Harold Hanna, Engineer replied 2 years ago

This is instructions on how to make a USB recovery drive from your working Windows 10 computer, to use on the Windows 10 computer to boot from it into either DOS or a recovery mode. If you have an external be aware that this will format everything off of the drive.

http://windows.microsoft.com/en-us/windows-10/create-a-recovery-drive

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Laptop technician: Harold Hanna, Engineer replied 2 years ago

I'm looking for a way to do it on a DVD just in case.

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Laptop technician: Harold Hanna, Engineer replied 2 years ago

This will work also, you should be able to download the ISO with this information to be able to repair your machine --

http://windows.microsoft.com/en-us/windows-10/windows-10-recovery-options

That link will lead you to this download --

http://www.microsoft.com/en-us/software-download/windows10

That will assist you with making the recovery tool.

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Customer reply replied 2 years ago
Well I thought I had DVDs, but don't there all CDs
Laptop technician: Harold Hanna, Engineer replied 2 years ago

I believe you will need a 4gig DVD for this download or a thumb drive/external drive, just know it will format that device.

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Customer reply replied 2 years ago
I understand. It has old data that I can remove
Customer reply replied 2 years ago
I am going to download and "Run the media creation tool.
Select Create installation media for another PC."
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Yes.

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Customer reply replied 2 years ago
Ok, let me start that. Do I lose the data I have put on the computer?
Laptop technician: Harold Hanna, Engineer replied 2 years ago

You shouldn't. Don't let it reinstall the OS, you can use it to get to a command prompt.

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Customer reply replied 2 years ago
Ok, I am going to start now
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Restore from a system restore point by selecting Advanced options > System Restore. This will remove recently installed apps, drivers, and updates that might be causing your PC problems. Restoring from a restore point won’t affect your personal files.

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Customer reply replied 2 years ago
Ok
Laptop technician: Harold Hanna, Engineer replied 2 years ago

That is a system restore as far as Windows is concerned. You will want to get to a DOS prompt and do what you mentioned above, or try this way -

Following are the steps to reset a Windows 10 password:

  1. Boot from the Windows 10 DVD. ...
  2. Press SHIFT + F10 to open a command prompt. ...
  3. Replace the file utilman.exe with cmd.exe. ...
  4. After you have replaced utilman.exe successfully, you can remove the DVD and restart your problematic Windows 10 installation:
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Customer reply replied 2 years ago
Use the ISO option
Customer reply replied 2 years ago
or the USB flash
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Yes that is fine if you can burn it to a DVD or USB. Here is the information in detail

https://4sysops.com/archives/reset-a-windows-10-password/

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Customer reply replied 2 years ago
the instructions have UEFI and Secure Boot are disabled. i don't have the disable option it has UEFI or CSM
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Which step of the instructions are you looking at?

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Customer reply replied 2 years ago
https://4sysops.com/archives/reset-a-windows-10-password/
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK I see where you are. If it doesn't ask about it just continue and try to get the command prompt up.

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Laptop technician: Harold Hanna, Engineer replied 2 years ago

It is basically saying make sure you disable booting from the Windows drive and ensure you boot onto the DVD/external drive

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Customer reply replied 2 years ago
Ok, with UEFI boot selected it goes to the log on screen and the Shift F10 does not work
Customer reply replied 2 years ago
I have the USB first on boot order
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Are there any F keys when you turn on the computer that allow you to specify the boot device?

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Customer reply replied 2 years ago
The FN key + 10 does nothing, but if i select the 10, it does do the F10 function
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Try shift and F10

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Customer reply replied 2 years ago
Nothing. When I select Shift & Restart, the Choose an Option comes up, I selected the "Use a device", then UEFI with USB
Laptop technician: Harold Hanna, Engineer replied 2 years ago

Has it booted from the external hard drive at all?

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Customer reply replied 2 years ago
No, I feel the drive spinning but it goes to the log on
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK it should normally just boot from the USB if you have that selected, but per your question above about "UEFI and Secure Boot"

Go into the BIOS/UEFI and ensure Secure Boot is disabled, as it may be forcing it to boot from Windows. Also you can temporarily turn off boot options for the internal hard drive until you get the external one situated. The hard drive will still work, it will just not attempt to boot from it.

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Customer reply replied 2 years ago
F9 to BIOS ?
Laptop technician: Harold Hanna, Engineer replied 2 years ago

It changes per computer vendor, it could be that but it will usually say right when the computer turns on. Let me know if you don't see it.

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Laptop technician: Harold Hanna, Engineer replied 2 years ago

Do you need help finding the BIOS or did you get it to boot to the drive?

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Customer reply replied 2 years ago
i do not get it is it F9
Laptop technician: Harold Hanna, Engineer replied 2 years ago

What type of laptop is it?

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Laptop technician: Harold Hanna, Engineer replied 2 years ago

I will have to step away for a bit, I will be back in a couple of hours. If you disable the other boot options and get this to boot from your external hard drive, you will be able to go into a command prompt and move the proper files with the instructions given. If you have any questions please ask and I will be here this evening to assist. If you finish with the supplied instructions before I get back, please rate my assistance! I will be back soon.

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Customer reply replied 2 years ago
Toshiba 156 Satellite C55B5319 Laptop PC with Intel Celeron N2840 Processor 4GB Memory 500GB Hard Drive and Windows 10 Home
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK hold down F2 while turning on the computer. Let me know if this helps. Then disable Secure Boot and as mentioned earlier you can turn off the other boot devices and turn them back on later.

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Customer reply replied 2 years ago
I found that my external drive did not copy the ISO correctly. I am formatting the drive...it is slow
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK I was eating sorry I am back now. How is the format going? Do you know why it didn't go as planned last time?

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Customer reply replied 2 years ago
I can not get the external drive to format and allow me to burn the ISO to it. I am going to buy some DVDs tomorrow and will try again.
Laptop technician: Harold Hanna, Engineer replied 2 years ago

OK did the Windows system recovery not properly put it on the hard drive?

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Laptop technician: Harold Hanna, Engineer replied 2 years ago

From what I read it should have been almost automatic? You can also look into getting a cheap USB drive. Did it send you the recovery in ISO format? It looked to me like it would install everything itself after you ran the Windows rescue DVD software.

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Experience: Sr System Administrator at General Dynamics

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