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Daniel B., Consultant
Category: Computer
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Experience:  CCNA , MCSA ,MCP
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I have switched on my laptop Fujitsu lifebook A series model

Resolved Question:

I have switched on my laptop Fujitsu lifebook A series model AH 530 and when I key in my user password XXXXX is correctly entered I get the message. The user profile service Service failed the logon
User profile cannot be loaded. How do i get on to my laptop? I do not have a disk to reset my password.
Submitted: 3 years ago.
Category: Computer
Expert:  Jerry Hannell replied 3 years ago.

XXXXX XXXXXnell :

Hello sir/madam, I would like to help you. Please let me know when you are ready.

Customer: I am here Jerry
XXXXX XXXXXnell :

hi, are you using the computer in question? (so we can go step by step and fix it together

XXXXX XXXXXnell :

or, are you using another computer to chat with me?

Customer: No iam on an iPad as I cannot gain access re my question the laptop is beside me
XXXXX XXXXXnell :

ok,

XXXXX XXXXXnell :

do you know how to start your computer in safe mode? (f8)

Customer: no but I will follow your instruction.
XXXXX XXXXXnell :

can you restart your computer, and then press the f8 key repeatedly

XXXXX XXXXXnell :

you will see the startup options

XXXXX XXXXXnell :

when you see it, please let me know

XXXXX XXXXXnell :

you need to tap the f8 key

Customer: i am shutting it down to restart do I press f8 when the Fujitsu logo comes on
XXXXX XXXXXnell :

yes

Customer: i have a screen saying advanced boot options now
Customer: safe mode is on the list do I scroll and enter safe mode
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

can you select safe mode

XXXXX XXXXXnell :

and continue

XXXXX XXXXXnell :

(press enter)

Customer: yes done that
XXXXX XXXXXnell :

are you in safe mode now? what happens ? what do you see on the screen?

Customer: and have got the logon screen and have used my password XXXXX enter. I have a large screen showing Some icons and a widows help screen. With what is safe mode on it
XXXXX XXXXXnell :

can you try to login

XXXXX XXXXXnell :

are you in windows now?

XXXXX XXXXXnell :

(are you on windows desktop)

Customer: i have a screen with microsoft (r) windows (r) With safe mode in the corners with some icons on screen with a start button at bottom left
XXXXX XXXXXnell :

can you click start, go to control panel

XXXXX XXXXXnell :

do you see "user accounts"?

Customer: done that now a screen titled adjust your computer settings
XXXXX XXXXXnell :

do you see user accounts?

XXXXX XXXXXnell :

you can type "user accounts" at top right (search bar)

Customer: done that got a panel to change password XXXXX
XXXXX XXXXXnell :

can you create new user account

Customer: panels says make changes to your user account but not a create new user account. I can manage an other account or remove my password XXXXX change password XXXXX my account name change my account type or change user account settings
XXXXX XXXXXnell :

by the way, are you in your own account? do you see your files on your desktop?

XXXXX XXXXXnell :

can you access them?

Customer: I appear to bein my account top right says my name as administrator password XXXXX
XXXXX XXXXXnell :

can you click your start button, go to SEARCH BAR and type this:

XXXXX XXXXXnell :

msconfig

XXXXX XXXXXnell :

and press enter. it will open your config editor. when you see it, please let me know

Customer: i have a system configuration box
XXXXX XXXXXnell :

can you go to startup tab. do you see "disable all" ? (button)

Customer: Yes
XXXXX XXXXXnell :

can you press it. and press apply

XXXXX XXXXXnell :

when done, please go to SERVICES tab. do you see "hide Microsoft services checkbox " at bottom?

Customer: yes
XXXXX XXXXXnell :

can you check it. and then press disable all. and then press apply.

XXXXX XXXXXnell :

and press OK. and restart your computer. (this time start normally, no safe mode)

Customer: done
Customer: restarting normally now
XXXXX XXXXXnell :

waiting

Customer: its taking time it still comes up with same message
XXXXX XXXXXnell :

The user profile service Service failed the logon User profile cannot be loaded ?

Customer: yes
XXXXX XXXXXnell :

can you start your computer in safe mode again. this time, select the second option:

XXXXX XXXXXnell :

safe mode with networking

XXXXX XXXXXnell :

when your computer is in safe mode, please let me know

XXXXX XXXXXnell :

we will connect to internet and download a fix, and then apply it

Customer: ok
XXXXX XXXXXnell :

waiting

Customer: Now back on safe mode screen with icons and safe mode in corners with start button bottom left
XXXXX XXXXXnell :

can you download this

XXXXX XXXXXnell :

and run

Customer: on my laptop?
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

it will fix the "the user profile ..............." error

Customer: tell me how I do not seem to have browser icon on safe mode screen
XXXXX XXXXXnell :

start button > all programs > internet explorer

Customer: do not appear to have internet explorer listed in list of programmes
XXXXX XXXXXnell :

can you click start, do you have search files textbox at bottom?

XXXXX XXXXXnell :

can you type iexplore

XXXXX XXXXXnell :

and press enter

XXXXX XXXXXnell :

iexplore

Customer: its asked me to set up internet explorer11 which I pressed I now have a screen saying meet your new browser I will put the link in to it now?
XXXXX XXXXXnell :

yes

Customer: i have a box on front bottom of MSN asking do I want to run or save microsoftfixit50446.msi Do I press run?
XXXXX XXXXXnell :

yes

Customer: it now says microsoftfixit50446.msi might have been moved so I pressed retry and it says it could not be downloaded
XXXXX XXXXXnell :

can you download it to your desktop?

XXXXX XXXXXnell :

this

Customer: how
XXXXX XXXXXnell :

right click on the link, which options do you see?

XXXXX XXXXXnell :

save target as? or link as ?

Customer: Sorry I have got back to the safe mode screen so will need to come from there agin please
XXXXX XXXXXnell :

can you go to control panel >user accounts

XXXXX XXXXXnell :

when you are there, please let me know

Customer: im at user accounts
XXXXX XXXXXnell :

do you see "other accounts" ?

Customer: no no other accounts tab
XXXXX XXXXXnell :

do you have " create a new account" ?

XXXXX XXXXXnell :

manage accounts > create new account

XXXXX XXXXXnell :

manage another account > create new account

Customer: i have a manage another account but it does not do anything when I press. On this same window it has change password XXXXX I not just do that?
XXXXX XXXXXnell :

can you try to double click "manage another account"

XXXXX XXXXXnell :

and click several times

Customer: have double clicked it several time there is no reaction
XXXXX XXXXXnell :

http://go.microsoft.com/?linkid=9734641 can you open internet explorer, and then enter this link, and press enter

Customer: have now a page with various headings for links
XXXXX XXXXXnell :

what are the links?

Customer: well the page lists I cannot log into my laptop, Windows 7 profile keeps going into temp mode why can't I sign into my laptop, windows 7 corrupt file. Etc
XXXXX XXXXXnell :

can you select the first one

Customer: selected
XXXXX XXXXXnell :

and continue

XXXXX XXXXXnell :

is there a NEXT button_?

Customer: sorry my laptop just stopped screen gone black lack of power plugged into mains now so will need to restart I think.
XXXXX XXXXXnell :

yes

Customer: restarting now sorry I had disconnected mainspower
XXXXX XXXXXnell :

waiting

Customer: desktop on now safe mode in corners
XXXXX XXXXXnell :

now can you download this http://go.microsoft.com/?linkid=9734641 to your desktop

Customer: sorry it taking its time. I am downloading internet explorer again
XXXXX XXXXXnell :

waiting

Customer: I am back on internet explorer have typed link into it and now got page with the I can't logon to laptop etc on screen so what do I do now Sorry iam probably being thick!
Customer: are you still there?
XXXXX XXXXXnell :

remote assistance may be needed. let me opt out and open this question to other experts for remote assistance. if no experts opt in, we can continue

Customer: Ok Jerry thanks for your help anyway
Expert:  Daniel B. replied 3 years ago.
Hello and welcome to Just Answer!

My name is XXXXX XXXXX I am here to assist you.

If you would allow me, I'd like to remote into your computer and help you by directly resolving the issue.

If you would like to do this please follow these instructions.

1. Open this link: http://tinyurl.com/azwl8gu
2. Open and run the file that downloads.
3. Supply me with the numbers that show up on the screen in the following format:

123 456 789

1234
Daniel B., Consultant
Category: Computer
Satisfied Customers: 275
Experience: CCNA , MCSA ,MCP
Daniel B. and 8 other Computer Specialists are ready to help you