Hello my name is***** will be assisting you today. I am sorry to hear that you are having trouble with your laptop. I will try my best to help you
Sir/Ma'am thank you for joining the chat.
Is this laptop loaded with windows 7 when you purchased ?
OK thank you for confirming it.Like you mentioned in the question that you have tried all the combination of passwords,have you tried password ***** and without caps lock on and off?
OK in that case the best option is to restore the laptop to factory settings which will erase the data on the system and re-installs windows and applications that came with the laptop just like brand new.shall we do that?
Before we start that process can you please let me know the make and full model of the laptop?
hp Business Notebook
Sir/Ma'am i need to know the full model which you can find on the bottom of the laptop?
F0Z57EA#ABU Product code
That is not exactly what i am looking for but using that product info i found a model see if you can find HP 255 G2 written anywhere on the laptop?
I cannot find anything like that at all
OK its the windows 7 login password ***** lost am i correct?
Yes I have found on my receipt HP255
Good.please disconnect all external devices like usb external hard drive etc
also make sure the laptop is connected to power adapter
You can connect and use the external mouse if you want
OK The only thing connected is the mains power lead
Good.now turn off the laptop
It is off
Now Press and hold f11 as you press the power button to turn on the laptop
If you hear a long beep sound release the F11 key
let me know whether you get a option to choose keyboard layout
did you get the screen i mentioned above?
It has come up in recovery manager
Good can you see a troubleshoot option in it?
No but it does have systems recovery to an earlier date or original factory settings
OK good now select original factory settings and let me know what it shows after that?
did it start the process ?
It asked if I want to back up files
I believe you do not have anything to back up as it is a new laptop which you purchased yesterday?
Are you doing the back up or is it currently restoring to factory settings process?
All I have is the office program that I installed.
That you cannot back up and restore,You need to re-install it again after this restoring to factory settings process is done.
Do you have the disc to re-install office ?
Also did the restoring process start?
yes it is all happening
Good the entire restoring process will take sometime so make sure the power adapter is on
during the end of the process will ask you to create a user name and password ***** create a new one and note it down so you wont loose it.
Yes it is all connected to the mains. I see what you mean about it will take sometime it is on just 12% at the moment.
Thank you very much.
You are welcome,I will be here until the process is finished and you have access to the desktop.If you have any doubts please don't hesitate to ask also in the mean time please post the progress of the process
We are now up to 31%
Good and thank you for letting me know.During the process the system will restart couple of times no need to worry its normal.
we are up to 50%
we are at 63%
Good to know.
Good and thank you for letting me know.did you had any anti-virus installed in the laptop?
No I had not got round to it yet I have an account with Norton so I will delete old computer and put this one on.
That will be good.
Right we are at 100% and just waiting for it to do what ever it has to do
I believe its installing the additional applications that came with the laptop now.
Ok it is just starting up now. Setup is starting services
Good did it asks you to enter user name and password ?
What is the status now?
Ok I am back in the computer and it is all up and running. Many thanks
You are welcome and Glad to know that.is there anything else you like to know ?
No I think that will be all for now. If I get any further problems I will get back to you
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