How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask James Dwyer Your Own Question
James Dwyer
James Dwyer, Computer Support Specialist
Category: Computer
Satisfied Customers: 153
Experience:  15 years professional technical experience. IT Consultancy Owner
22586229
Type Your Computer Question Here...
James Dwyer is online now

I have a laptop preloaded with windows 8.1. I cannot install

Customer Question

Hi I have a laptop preloaded with windows 8.1.
I cannot install or uninstall any programmes because it asks foe password. I do not recall setting a password. Is there anyway I can remove the password?
Submitted: 2 years ago.
Category: Computer
Expert:  James Dwyer replied 2 years ago.
I am pretty good with passwords, first do you have a second computer handy?
Customer: replied 2 years ago.
No I only have iPad
Expert:  James Dwyer replied 2 years ago.
ok when you turn on the win 8 machine start immediately tapping the F8 key across the top row, select safe mode from the menu and get back to me
Expert:  James Dwyer replied 2 years ago.
one quick question, what is the make and model of the laptop, and do you have unloseable data on the machine?
Customer: replied 2 years ago.

Laptop is Toshiba Satalite M840

I have tried many times on switch-on pressing F8 key repeatedly but it still goes to Toshiba logo then switches on!

Would things be easier if i could borrow an old laptop (windows 7)?

The computer came preloaded with windows 8 so if i reformat i would loose the operating system.

Expert:  James Dwyer replied 2 years ago.
not true on the loss of operating system, it i hidden in a small partition on the hard drive ready for you to do a complete factory reset.
Here is a video on how to reset your machine to factory stock just like it came out of the box
James
https://www.youtube.com/watch?v=gymgrn_6bPo
Customer: replied 2 years ago.
Hi I have tried many times holding down the 0 key and pressing power button once, but the computer just goes to the Toshiba logo and starts normally!
Expert:  James Dwyer replied 2 years ago.

To access the System Restore, Refresh and Reset options using the F12 option at start up, perform the following:

1. If not already, ensure the computer is completely shut down.
2. Now restart the computer by pressing the power button - IMMEDIATELY start tapping the F12 key on the keyboard until the "Boot Menu" screen appears.
3. Using the arrow keys, select <HDD Recovery> and press "Enter".
4. On the next screen you are asked to confirm if you want to continue with recovery. Select "Yes".
5. The computer will bring you to the Advanced start up screen.
6. Select Troubleshoot. Under Troubleshoot you will see “Refresh” and “Reset”.
7. Select “Advanced options.” Located here is "System Restore."

Customer: replied 2 years ago.
You mention 'Advance Options' & 'System Restore' but this will not 'reset to factory setting'?
Isn't it 'Reset your PC' that I should select?
Expert:  James Dwyer replied 2 years ago.
reset your pc should be under advanced settings
Customer: replied 2 years ago.
Re set PC is not under Advance Options, but I'll select Reset PC anyway.
Customer: replied 2 years ago.
I have just tried Re Set PC but I get the message ' unable to reset your PC. A required drive partition is missing'.
I do not understand what this means.
Expert:  James Dwyer replied 2 years ago.
that is troublesome, do you have any disks that came with the unit?
Customer: replied 2 years ago.
Unfortunately No disks or manuals came with the laptop.
Expert:  James Dwyer replied 2 years ago.
1: do you have a jump drive?
if yes would you mind me remoting in
Customer: replied 2 years ago.
I am sorry but I do not understand 'jump drive'. Therefore I most probably don't have one!
Expert:  James Dwyer replied 2 years ago.
usb drive, the thing you store data on from home to work or home to school
Customer: replied 2 years ago.
Ok didn't know it was a 'jump drive' yes I have a usb (memory stick).How many GB should it be?
Expert:  James Dwyer replied 2 years ago.
at least 2
Customer: replied 2 years ago.
Ok I have a blank 8GB USB2 flash drive.
Expert:  James Dwyer replied 2 years ago.
I neglected to ask, do you have another computer handy?
Customer: replied 2 years ago.
I have a very slow windows 7 laptop.
Expert:  James Dwyer replied 2 years ago.
ok it will have to do, first thing, boot the 7 laptop into safe mode with networking, this will eek some extra speed out of it
then when its booted google TRINITY REPAIR KIT download it but DO NOT RUN IT
then google PowerIso, download that and run it
Customer: replied 2 years ago.
In safe mode it is not allowing me to connect to the Internet.
Expert:  James Dwyer replied 2 years ago.
you needed to select safe mode with networking its the 2nd option down in the black and white screen
Customer: replied 2 years ago.
That is what I selected. Safe mode with networking. It tells me I have 'local access' only with excellent wireless signal strength.
Expert:  James Dwyer replied 2 years ago.
ok that is a project for another day, boot it into regular mode
Customer: replied 2 years ago.
Dear *****, indeed a project for another day. We have been on this for just about 5 hours now. It is 1.35am for me now and I have work this morning (8AM). So maybe we can continue tomorrow afternoon?
Expert:  James Dwyer replied 2 years ago.
I'll be here
Expert:  James Dwyer replied 2 years ago.
ok when you get back to this you need to:
1: download Trinity Rescue Kit.iso
2: download poweriso trial
3: insert the USB Drive
4: open Trinity Rescue Kit.iso with poweriso
5: under tools select create bootable usb key
6: wait a while
7: get with me so we can finish this easy enough
Customer: replied 2 years ago.
Look James it took 5 hours to get nowhere last time. You are asking me to download items I do not understand.
I fear that it will take another 5 hours to complete.
So I have just formatted the computer and loaded windows again.
I should have done this from the beginning!