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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4667
Experience:  B.Sc. Computer Science with Honors
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I need to put my laptop back to the original settings how

Customer Question

Hi I need to put my laptop back to the original settings how do i do it
Submitted: 1 year ago.
Category: Computer
Expert:  Michelle replied 1 year ago.
Michelle :

Hi, My name is ***** ***** i will be assisting you

Michelle :

please let me know the make and model of the laptop

JACUSTOMER-p2etqant- :

it is a dell###-##-####/p>

Michelle :

ok

Michelle :

have you backed up your data

JACUSTOMER-p2etqant- :

nothing to back up but after the restore will my computer have the

JACUSTOMER-p2etqant- :

word excell on it

Michelle :

did word excel come preloaded on it

Michelle :

or you installed it later

JACUSTOMER-p2etqant- :

not sure

JACUSTOMER-p2etqant- :

how can i find out

Michelle :

do you have the discs for word and excel

JACUSTOMER-p2etqant- :

only an old one

Michelle :

ok

Michelle :

whatever came on the laptop when you first got it, (if word excel was factory loaded) will be there

Michelle :

if it was installed later then it will be erased

JACUSTOMER-p2etqant- :

ok will sort that out later whaat about internet

Michelle :

internet connection for windows 7 gets picked up automatically

Michelle :

in case there are any security passwords applied, you will have to call you internet service provider to get it reset

Michelle :

is there any device connected to the laptop..any external device like docking station or flash drive etc

Michelle :

if yes remove it

JACUSTOMER-p2etqant- :

no security question for passwords so that is ok

JACUSTOMER-p2etqant- :

no device connected only a mouse

Michelle :

ok follow the below steps

Michelle :

When the Dell logo appears on the screen, press F8 several times to open the Advanced Boot Options menu.
Note: If the Advanced Boot Options menu doesn't open, wait for the Windows login prompt. Then restart the computer and try again.
Use the Arrow keys to select Repair Your Computer and then press Enter.
On the System Recovery Options menu, select a keyboard layout and click Next.
On the next screen you can log in as a local user or the Administrator.
Note: Use the drop down menu to the right of User name: to select the local user or the Administrator account and enter the password ***** that account. If you have not set up a password ***** the local user account leave the password ***** empty and click OK.
Depending on your configuration, you may need to select Dell Factory Tools and then Dell Factory Image Restore.
Click Next to open the Confirm Data Deletion menu.
Select the Yes, reformat hard drive and restore system software to factory condition check box and click Next.
Note: The restore process begins and may take five or more minutes to complete. A message appears when the operating system and factory-installed applications have been restored to factory condition.
After the restore operation is complete, click Finish to restart the computer.

JACUSTOMER-p2etqant- :

thank you i will try this if it does not work will i be able to return to you

Michelle :

yes you can open the chat from just answer email by clicking on view answer

Michelle :

let me know if you face any difficulty

Michelle :

please click on a smiley face below to complete the rating if your question has been answered

Michelle :

let me know if you face any difficulty

JACUSTOMER-p2etqant- :

i AM HAVING A PROBLEM AS SHE HAS PUT A PASSWORD ***** THE COMPUTER AND DOES NOT KNOW WHAT IT WAS

Michelle :

did she put a password ***** bios or windows

JACUSTOMER-p2etqant- :

i WOULD THINK WINDOWS

JACUSTOMER-p2etqant- :

WINDOWS

Michelle :

if she put a password ***** windows, that should get reset with the pc restore steps

JACUSTOMER-p2etqant- :

CANT GET PASSEDDELL FACTORY IMAGE RESTORE

Michelle :

what options you have on screen

JACUSTOMER-p2etqant- :

I CANT GET PASSED DELL FACTORY IMAGE RESTORE

JACUSTOMER-p2etqant- :

SHARNAAJADE ONLY

Michelle :

does it have an ok or next button

JACUSTOMER-p2etqant- :

SHARNAJADE

Michelle :

click on it

JACUSTOMER-p2etqant- :

YES I TRIED OK BUT IT STILL ASKS FOR PASSWORD

JACUSTOMER-p2etqant- :

I CANNOT LEAVE IT BLANK EITHER

JACUSTOMER-p2etqant- :

I AM IN SAFE MODE WITH INTERNET NOW

Michelle :

are we chatting on same computer

JACUSTOMER-p2etqant- :

YES

Michelle :

ok

Michelle :

let me remote access and fix this

Michelle :

i will give you the link

JACUSTOMER-p2etqant- :

HOW DO I DO THAT

Michelle :

click on link aove

Michelle :

above

Michelle :

in page that opens click on i agree

Michelle :

downlaod and install the file

JACUSTOMER-p2etqant- :

IT WILL NOT LET ME ACCESS THE LINK

Michelle :

ok

Michelle :

click start..control panel..

Michelle :

go to user accounts

Michelle :

let me know once there

JACUSTOMER-p2etqant- :

I CAN GET TO THE REPORT OF RUN BUT IT WILL NOT GO ANY FURTHER

Michelle :

can you open internet

Michelle :

can you open www.google.com

JACUSTOMER-p2etqant- :

I AM AT USER ACCOUNTS

Michelle :

ok..do you see your user account for which you have forgotten the password

JACUSTOMER-p2etqant- :

NO IT SAYS DIFFERENT THINGS BUT NOT THAT

Michelle :

when did she change the password

JACUSTOMER-p2etqant- :

SHE DOES NOT KNOW

Michelle :

ok please run the pc restore steps once more

Michelle :

have you made a note of the steps earlier or shall i give them to you

JACUSTOMER-p2etqant- :

YES I HAVE

Michelle :

please try once more

Michelle :

it should not ask for a password

JACUSTOMER-p2etqant- :

OK TALK TO YOU AGAIN

Michelle :

sure

Michelle :

you can reopen this caht from your email by opening just answer email and clickimng on view answer

Michelle :

let me know the status once done

Michelle :

hi

Michelle :

are you there

Michelle :

i see you have posted duplicate questions

Michelle :

please let me know the status and i will suggest

JACUSTOMER-p2etqant- :

please step back in

JACUSTOMER-p2etqant- :

help i still have a major problem

JACUSTOMER-p2etqant- :

no different from before still cant get to link with you

JACUSTOMER-p2etqant- :

and i cant get further than the required password

Michelle :

i am here

Michelle :

are you logged in a different user account

Michelle :

or you are in safe mode

JACUSTOMER-p2etqant- :

no to both

Michelle :

so what screen are you in

Michelle :

we are chaating on same dell computer

Michelle :

or a different one

JACUSTOMER-p2etqant- :

just yours google chrome

Michelle :

ok..

Michelle :

please click here

Michelle :

in page that opens click on start full version

Michelle :

it will download a file...run the file

Michelle :

let me know once teamviewer window opens

JACUSTOMER-p2etqant- :

it needs partner id

JACUSTOMER-p2etqant- :

r u there

Michelle :

let me know the id and password ***** left side

Michelle :

i will remote connect

Michelle :

so need ur id and password

Michelle :

also do not close teamviewer window

JACUSTOMER-p2etqant- : ###-##-#### 9595

Michelle :

ok

Michelle :

give me 2 mins

Michelle :

i will connect

Michelle :

please leave the mouse

JACUSTOMER-p2etqant- :

ok

Michelle :

thanks

Michelle :

it seem we got cutoff

Michelle :

please restart your computer once..please note you can reopen this chat from your email by opening just answer email and clicking on view answer

Michelle :

else you can save this chat o your favorites\ bookmarks

JACUSTOMER-p2etqant- :

hi im back

JACUSTOMER-p2etqant- :

r u there

JACUSTOMER-p2etqant- :

is there anyone there

JACUSTOMER-p2etqant- :

if noone is going to answer me i will be taking my money back

JACUSTOMER-p2etqant- :

whenis she going to answer me

Michelle :

post me a message when you will be online or let me know the timing.

Michelle :

Please remember rating is only required when we are finished fixing the problem.
Use the reply to expert button to continue the conversation further.

Michelle :

Hi i just joined

Michelle :

please let me know what time you will be online so that i can remote access and check the settings

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