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Jason Jones
Jason Jones, Computer Technician
Category: Computer Hardware
Satisfied Customers: 14391
Experience:  10+ years of work experience.
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Dear HP Tech Support I have a HP Laptop Pavilion G6 Model

Customer Question

Dear HP Tech Support
I have a HP Laptop Pavilion G6 Model which belonged to a very close family friend who passed away a few weeks ago. Since she has not written down her password ***** we are unable to unlock the device.
I am the nominated person who has been given the responsibility to look after her administrative affairs.
I need to get this computer unlocked. I could provide details of the owner, her death certificate, my identification etc and I am willing come in person to get this problem resolved.
Could you please help or make a suggestion. I didn't get a joy from the HP Online forum.
Many thanks.
Selly
Submitted: 9 months ago.
Category: Computer Hardware
Expert:  Jason Jones replied 9 months ago.
Hello,I am sorry for your loss. I am the person that will be helping you today.May I ask which version of Windows is running on the computer? Also, at the log in screen, does the username have a @ sign in it or is it just a username?I will be standing by, looking forward to your response.Thank you,Jason
Customer: replied 9 months ago.
Dear *****Thank you for trying to help me. The laptop is not with me and I should be able get hold of it next week end.At this moment I cannot tell you whether the username has an @ in it. I believe windows version is Windows 7.Would it be possible for me to contact you next week-end.Many thanks.Selly
Expert:  Jason Jones replied 9 months ago.
Hello Selly,If you are using Windows 7, that is all I need. I have followed the procedure below to recover the Windows password ***** few hundred times with no problems. The process is quite simple: You create the cd on a working computer, put the cd in the problem computer, and follow the rest of the instructions below.Please, follow the instructions below to reset your computer's password:- Click the following link and save the file: http://ophcrack.sourceforge.net/download.php?type=livecd- Burn that ISO file to a CD. You can use the application found here if you do not have a CD burner: http://cdburnerxp.se/en/home- Place the CD in the problem computer, turn it off, turn it on, press the shortcut key responsible for the boot menu ( F12, ESC, F10 ), choose the CD-ROM, and boot.- Choose Automatic and press Enter- Sit back and allow the program to locate the passwords for you. It may take up to 10 minutes.Reboot normally. Please do not forget to rate my help on the top of this page (choose the number of stars and click the Submit button). I look forward to your rating of my help on the top of this page. If you have any questions about rating me, please let me know.Thank you for your time and please, do not forget to rate my help on this page.- Jason
Customer: replied 9 months ago.
Hello JasonThanks very much for the suggestion. I shall try what you have suggested and come back to you next week. If I need to call you I will.Many thanks.Until next week end.Good ByeSelly
Expert:  Jason Jones replied 9 months ago.
Hello Selly,Please, do not forget to come back and update me. I will be here standing by.Thank you,Jason
Customer: replied 9 months ago.
Hi Jason
I tried as instructed. Nothing happened.
SElly
Expert:  Jason Jones replied 9 months ago.
Hello Selly,What does that mean when you say "nothing happened"?- Jason
Customer: replied 9 months ago.
Hi Jason
The computer started, The Windows software ran and the page with password ***** came up. The CD activated but no change happened on the screen.
Selly
Expert:  Jason Jones replied 9 months ago.
Hello Selly,Did you choose to boot from the CD? You just press the shortcut key responsible for choosing the boot drive and then choose the CD drive.- Jason
Customer: replied 9 months ago.
Hi Jason
Yes, I did; I pressed F12, followed by ESC, followed by F10. Nothing happened.
Selly
Expert:  Jason Jones replied 9 months ago.
Hello Selly,First, you may need to go into the BIOS and enable legacy mode. - Jason
Expert:  Jason Jones replied 9 months ago.
The commands are not "Pressing F12, ESC, and F10" for that computer. Try pressing ESC and then F10 when you are given the option to.

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