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I can not access my desktop even when I type in my password,

Customer Question
I can not access my...
I can not access my desktop even when I type in my password
JA: When did you last reset your username and password?
Customer: When I got the computer
JA: Have you installed any updates recently?
Customer: When I first got the computer about 3 years ago
JA: Anything else you want the computer expert to know before I connect you?
Customer: No
Submitted: 6 months ago.Category: Software
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Answered in 9 minutes by:
5/9/2017
Software technician: Dan, Computer Support Specialist replied 6 months ago
Dan
Dan, Computer Support Specialist
Category: Software
Satisfied Customers: 2,078
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.
Verified

Hello and welcome to JustAnswer, I look forward to assisting you today. Can you tell me please the make and model of your computer, the version of Windows you are using, and what happens when you try to access your desktop?

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Customer reply replied 6 months ago
It's a Dell desk top not sure of model with window 10. Was using the computer this morning and it quit operating I tried to restart it and now with the log on screen comes up and I put in my password ***** says invalid and can't get past this point
Software technician: Dan, Computer Support Specialist replied 6 months ago

Since the computer you need assistance with is not accessible, I will not be able to connect to it remotely.

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Software technician: Dan, Computer Support Specialist replied 6 months ago

Have you verified you are using the correct user name?

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Customer reply replied 6 months ago
had the same one for 3 years
Customer reply replied 6 months ago
I'm on my laptop now but the desk top is the issue
Software technician: Dan, Computer Support Specialist replied 6 months ago

Does anyone else log in using a different user name and password?

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Customer reply replied 6 months ago
Nope
Software technician: Dan, Computer Support Specialist replied 6 months ago

Did you by chance make a password ***** disc?

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Customer reply replied 6 months ago
Nope don't know what that is
Software technician: Dan, Computer Support Specialist replied 6 months ago

Okay well you have two options. You can completely restore your computer back to factory condition which will wipe both the password ***** all saved files, or you can purchase a password ***** disc.

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Customer reply replied 6 months ago
how much is that
Software technician: Dan, Computer Support Specialist replied 6 months ago

Give me a minute and I will send you a link for you to check out.

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Software technician: Dan, Computer Support Specialist replied 6 months ago

Check this LINK and let me know if you have any questions.

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Customer reply replied 6 months ago
Ok I just downloaded it on CD disc so guess I need to run it on the desktop right
Software technician: Dan, Computer Support Specialist replied 6 months ago

You need to boot your desktop from that disc.

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Customer reply replied 6 months ago
First time I have ever done this, so do I just put the disc in the reader or do I have to do something else,
Software technician: Dan, Computer Support Specialist replied 6 months ago

Put the disc in the drive and restart it. If it doesn't boot from that disc, you may need to enter the BIOS and change the boot order.

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Customer reply replied 6 months ago
It doesn't do anything when I put the disc in and no idea what the BIOS is or changing the boot order. Can't access anything on the computor
Software technician: Dan, Computer Support Specialist replied 6 months ago

Did you power it off then back on?

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Customer reply replied 6 months ago
just tried it again and came up with the same screen asking me to enter my password
Customer reply replied 6 months ago
It is the password ***** my Microsoft account that has it messed up
Software technician: Dan, Computer Support Specialist replied 6 months ago

Okay so try it again and watch the screen closely. It should indicate to either press the F2 or F12 key to enter the BIOS. From there you can change the boot order to boot from the DVD drive.

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Customer reply replied 6 months ago
it says I can reset it at accountlive.com/password/reset Nothing showed up will try it again
Customer reply replied 6 months ago
Nothing came up except the word Dell then the sign in screen for Microsoft account
Software technician: Dan, Computer Support Specialist replied 6 months ago

Okay do this. Restart again and as soon as it begins to start, tap the F2 key about once per second until you see the boot or BIOS menu appear.

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Customer reply replied 6 months ago
Ok got the BIOS up so what am I looking for here
Software technician: Dan, Computer Support Specialist replied 6 months ago

Is there a boot tab?

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Software technician: Dan, Computer Support Specialist replied 6 months ago

Go there and make the DVD/CD drive the first boot device then save your selection.

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Customer reply replied 6 months ago
Don't see that choice
Software technician: Dan, Computer Support Specialist replied 6 months ago

What do you see?

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Software technician: Dan, Computer Support Specialist replied 6 months ago

It may read optical drive or something like that.

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Customer reply replied 6 months ago
Here is what I see1st boot device UEFI Windows boot
2nd boot device Onborard nic devices
3rd boot device internal odd devices
4th boot device usb storage device
5th boot device usb floppy device
Customer reply replied 6 months ago
Then at the bottom iy says Hard disk drivers
Software technician: Dan, Computer Support Specialist replied 6 months ago

What is the 3rd device?

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Customer reply replied 6 months ago
Internal ODD devices
Software technician: Dan, Computer Support Specialist replied 6 months ago

Move that to the first device.

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Customer reply replied 6 months ago
Ok just arrow down to it then click on it or what
Software technician: Dan, Computer Support Specialist replied 6 months ago

The instructions should be on the page?

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Customer reply replied 6 months ago
Ok got it now what
Software technician: Dan, Computer Support Specialist replied 6 months ago

Save your settings and restart and it should boot from your disc. Follow the on screen instructions. I will be off line for a bit but will return as soon as I can.

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Customer reply replied 6 months ago
I have tried all 5 settings and nothing changes anything. Should I disable the secure boot keys and see it that will let it work
Customer reply replied 6 months ago
Aldo looked under hard disk drivers and 1st boot is Windows boot manger and the 2nd is UEFI OS
Customer reply replied 6 months ago
Hey Dan under clear secure boot keys the remarks say
Force system to set up mode - clear secure boot variables (PK, KEK, db, dbx). Change takes effect after reboot.
Think this would help??
Software technician: Sean T,
 replied 6 months ago
Sean T
Category: Software
Satisfied Customers: 13
Experience: Owner at Sean T. Custom PC
Verified

Hi there, I'm Sean. I'm an A+ Certified IT Technician with over 180 5-Star reviews.

I believe I have a solution for you to get your BIOS to boot to this password ***** CD you created.

First of all, can you provide me the exact make/model of your desktop? You can also provide me the asset tag which is on white barcoded label.

Thanks,

Sean @ Sean T. Custom PC

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Software technician: Sean T,
 replied 6 months ago

Anyhow, once I have your model, I can provide you instructions, but the issue here is that you most likely need to turn on CSM (Compatibility Support Module).

To do this, Secure Boot has to be disabled, and typically in the boot settings, you'll see an option for CSM or Legacy Boot.

Once this is enabled, it will allow native booting from the CD you created.

Thanks,

Sean @ Sean T. Custom PC

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Software technician: Sean T,
 replied 6 months ago

In addition, you do not need to clear the secure boot keys.

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Software technician: Sean T,
 replied 6 months ago

I also hope you didn't have to pay for that CD password ***** utility. There are many free utilities out there that do the same thing.

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Customer reply replied 6 months ago
I have paid an IT locally to fix the problem after the total lack of caring last night. Sorry to have bothered yall
Software technician: Sean T,
 replied 6 months ago

Hi there, well I'm sorry we were unable to help you out last night. I will update the request for refund.

Thanks,

Sean @ Sean T. Custom PC

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Customer reply replied 6 months ago
Thank you sir
Ask Sean T Your Own Question
Sean T
Sean T
Sean T
Category: Software
Satisfied Customers: 13
13 Satisfied Customers
Experience: Owner at Sean T. Custom PC

Sean T is online now

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