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Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 37905
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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I do hope you can help me..... I have just bought a new Toshiba

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I do hope you can help me..... I have just bought a new Toshiba Satelite and have managed to get myself locked out of it by mis-spelling my email address on account live and I have no idea how to rectify this. Please please have the answer for me
Amanda
Submitted: 1 year ago.
Category: Computer
Expert:  ChrisC replied 1 year ago.
Hi Amanda, and welcome to JustAnswer! My name is ***** ***** I'll be happy to help you today. We can probably do a factory reset on the machine. Since it's brand new, I assume that you don't have any data on the computer that you can't afford to lose, is that correct?
Customer: replied 1 year ago.
correct I have only just started to set the laptop up
Expert:  ChrisC replied 1 year ago.
Okay, gotcha, do you know what the exact model of the machine is?
Customer: replied 1 year ago.
toshiba satellite
Customer: replied 1 year ago.
can't afford to call you I am in Spain
Expert:  ChrisC replied 1 year ago.
Sure, that's no problem. The call option is just an automated pop up in case you'd rather talk on the phone. Do me a favor, and turn the machine off COMPLETELY. If you're not finding an option to do that on the screen, then just hold the power button down for 5-10 seconds and whole machine should shut down. Let me know when you've done that.
Customer: replied 1 year ago.
shut down now
Expert:  ChrisC replied 1 year ago.
Okay, great. Now here's what I want you to do: Look near the top of the keyboard and you should see your F keys, like F1, F2, etc. Find your F12 key. Then hit the power power and AS SOON AS THE COMPUTER STARTS COMING ON repeatedly tap the F12 key. Just tap it over and over. If this works correctly, BEFORE YOU YOU GET TO THE WINDOWS LOGO, it should bring up a new menu and one of the options in the menu should say HDD Recovery. Try to get to that menu and let me know what happens.
Customer: replied 1 year ago.
already tried that and on f2 which is the key on my old toshiba satellite neither works
Expert:  ChrisC replied 1 year ago.
So you've tried F2 and F12 and you don't get anything?
Customer: replied 1 year ago.
no it still boots straight in to the account live screen
Expert:  ChrisC replied 1 year ago.
Hmm, that's weird. Try F11.
Customer: replied 1 year ago.
I have windows 10 on the new one
Expert:  ChrisC replied 1 year ago.
I have a suspicion that when you're shutting the computer down it's actually only going into Sleep mode. When you turn it on, do you see the Toshiba logo or does it take you to the Windows sign in screen immediately?
Customer: replied 1 year ago.
not F11 it starts with the Toshiba Leading Innovations logo then goes to the accounts live screen
Customer: replied 1 year ago.
It is definitely turning off as the power button goes off
Expert:  ChrisC replied 1 year ago.
Weird. Do you know what the exact model is? Such as Satellite C55? Satellite is just the name of a line of computers that has several models.
Customer: replied 1 year ago.
satellite L50-C-1XQ
Expert:  ChrisC replied 1 year ago.
Okay, thanks. Give me just a few minutes to see if I can find the manual for that machine.
Customer: replied 1 year ago.
ok
Expert:  ChrisC replied 1 year ago.
While I'm doing this, let me have you do one thing. When it has you try to sign in, it's having you sign in with an e-mail address is that correct?
Customer: replied 1 year ago.
the email address is already on screen it only asks for the password ***** is not accepting it either that or it is wanting the code number which I didn't get as I accidently put 2 i's in mail and didn't receive the email they sent. the key board is much more sensitive than I am used to using
Expert:  ChrisC replied 1 year ago.
Okay, let's try this. . . Turn the computer off and back on, and this time instead of tapping the F12 I want you to try the 0 key (the number, not the letter). If you still don't get a menu, shut the computer down and try it again, only this time instead of tapping the 0 key try just holding the key down. Let me know how that goes.
Customer: replied 1 year ago.
I have gone through all of the F keys and none of them will get me into the bios
Expert:  ChrisC replied 1 year ago.
I'm speaking of the actual 0 key, not one of the F keys.
Customer: replied 1 year ago.
You said the F1-F12 keys
Expert:  ChrisC replied 1 year ago.
I'll repost my last instruction in case you didn't see it: Okay, let's try this. . . Turn the computer off and back on, and this time instead of tapping the F12 I want you to try the 0 key (the number, not the letter). If you still don't get a menu, shut the computer down and try it again, only this time instead of tapping the 0 key try just holding the key down. Let me know how that goes.
Customer: replied 1 year ago.
nothing
Expert:  ChrisC replied 1 year ago.
Hmm. Okay, well that's pretty strange. What I'm going to do at this point is opt out of the question and open it up to other Experts. I'm not sure why it's not responding to your key commands, unless the recovery partition is damaged. So we'll let someone else chime in with new ideas.
Customer: replied 1 year ago.
sounds good to me
Expert:  Viet - Computer Tech replied 1 year ago.
Hi,I'm sorry about the issue. I'm another tech; I will help you with this. Please try the following fix:At the password ***** login screen, press and keep holding the Shift key on the keyboard.Click on the Power icon at the bottom right of the computer's screen, then click on the option Restart while still holding the Shift key.When a menu appears, then you can release the Shift key.When prompted, click on the Troubleshoot option.Then select the option Reset PC, and continue.When prompted, select the option "Removing everything" and "Just remove files.", and continue.Do you see a menu / Troubleshooting option when trying the above steps?Please reply at the box below to continue troubleshooting. Thank you.
Customer: replied 1 year ago.
All I am getting are dots going round and round in circles and it says preparing to configure windows. now configuring windows updates
Customer: replied 1 year ago.
still got my finger on the shift key
Expert:  Viet - Computer Tech replied 1 year ago.
You can release the Shift key now. Please wait, then let me know when it's at the login screen, and if you can try my steps at the login screen. Thank you.
Customer: replied 1 year ago.
bingo it now says just remove my files or clean the drive completely
Customer: replied 1 year ago.
the laptop is brand new I was just starting to set it up so should I go for the full clean up?
Expert:  Viet - Computer Tech replied 1 year ago.
Please select option Just remove my files and continue. Please let me know. Thank you.
Customer: replied 1 year ago.
can't afford to phone I am in Spain.........now hit reset?
Expert:  Viet - Computer Tech replied 1 year ago.
Don't need phone call; I can continue helping you here. Yes, please hit reset. Thank you.
Customer: replied 1 year ago.
Will the same procedure work on my old laptop as it is going to be used by other people and it would be really good if they could not find anything I inadvertantly leave on it
Expert:  Viet - Computer Tech replied 1 year ago.
Does the old laptop have Windows XP, Vista, or 7 or 8 or 10?What's the brand / model of the old laptop? Thank you.
Customer: replied 1 year ago.
Laptop is now resetting. How long do you think it will take.............old laptop is also a Toshiba Satellite 1110 on XP
Customer: replied 1 year ago.
We are a quarter of the way to resetting
Expert:  Viet - Computer Tech replied 1 year ago.
It will usually take about half an hour.For the old Toshiba laptop, shut it down, then press and hold down the key 0 (zero) key on the keyboard while powering on the computer/tablet. Release it when the recovery warning screen appears, and continue.Please let me know. Thank you.
Customer: replied 1 year ago.
wonderful I will do that onceI get the new one up and running thanks
Expert:  Viet - Computer Tech replied 1 year ago.
You're welcome. Do you have time to stay with me here until the issue is fixed on the new computer? Thanks.
Customer: replied 1 year ago.
yes I was going to stay up until it was finished anyway
Expert:  Viet - Computer Tech replied 1 year ago.
OK, please keep this web page open to communicate with me; please update me any time, thanks.
Customer: replied 1 year ago.
we seem to be stuck on 22% at the moment
Expert:  Viet - Computer Tech replied 1 year ago.
Sometimes it takes long at certain point; just wait, thanks.
Customer: replied 1 year ago.
Of course you can't hurry perfection
Expert:  Viet - Computer Tech replied 1 year ago.
:)
Customer: replied 1 year ago.
This is just a one off payment isn't it. I don't intend to be making mistakes like this again. Most daft things I do I manage to resolve myself
Expert:  Viet - Computer Tech replied 1 year ago.
Yes, this is a one-time support session per your request. Thank you.
Customer: replied 1 year ago.
I don't suppose I have done too badly this is my first major cock up in 25 years of using computers
Expert:  Viet - Computer Tech replied 1 year ago.
It should be done soon. What's the percentage progress now? Thanks.
Customer: replied 1 year ago.
still on 22%
Customer: replied 1 year ago.
It is a big hard drive of 1tb
Customer: replied 1 year ago.
38%
Expert:  Viet - Computer Tech replied 1 year ago.
OK, still looking good, thanks.
Customer: replied 1 year ago.
47%
Expert:  Viet - Computer Tech replied 1 year ago.
Alright, thanks
Customer: replied 1 year ago.
It's a good job I have another l have a second laptop or I would have been snookered
Expert:  Viet - Computer Tech replied 1 year ago.
Cool.
Customer: replied 1 year ago.
what would be the best anti virus to use? I have been having problems with Avast lately not letting me open web sites
Customer: replied 1 year ago.
55%
Expert:  Viet - Computer Tech replied 1 year ago.
For free antivirus program, I recommend AVG.http://free.avg.com/Thank you.
Customer: replied 1 year ago.
Thank you I will give that one a try
Expert:  Viet - Computer Tech replied 1 year ago.
You're welcome.
Customer: replied 1 year ago.
do I have to set up this account live on the computer I would prefer not to
Expert:  Viet - Computer Tech replied 1 year ago.
If you do not want a Microsoft (Live) account, then when prompted, select the option to sign in without a Microsoft account, and / or select the option Local account. Thank you.
Customer: replied 1 year ago.
wonderful thank you because all I can see that it does is give other people your email address if they turn on your computer
Customer: replied 1 year ago.
62%
Expert:  Viet - Computer Tech replied 1 year ago.
You're welcome. When it's done, it will let you set up the new Toshiba laptop again. Just let me know when it asks about Microsoft / Live account / email address, then I'll show you the next step. Thanks.
Customer: replied 1 year ago.
Thank you ,,,,,,,,,,, You are an angel
Expert:  Viet - Computer Tech replied 1 year ago.
No problem. Thank you.
Customer: replied 1 year ago.
70%
Customer: replied 1 year ago.
90%
Expert:  Viet - Computer Tech replied 1 year ago.
Getting there, thanks.
Customer: replied 1 year ago.
yeah thanks to you
Expert:  Viet - Computer Tech replied 1 year ago.
No problem.
Customer: replied 1 year ago.
we are there 100% That last 1% took forever
Expert:  Viet - Computer Tech replied 1 year ago.
OK, it should show the setup screen soon, thanks.
Customer: replied 1 year ago.
It is now installing windows
Customer: replied 1 year ago.
This could take anothe couple of hours
Expert:  Viet - Computer Tech replied 1 year ago.
Does it show any percentage or progress bar? Thank you.
Customer: replied 1 year ago.
1% for windows and 2% for features and drivers
Expert:  Viet - Computer Tech replied 1 year ago.
Sorry, somehow this takes longer than expected. Not sure if you can stay up, thanks.
Customer: replied 1 year ago.
I will stay up as it happens I am not working tomorrow so will be able to have a siesta
Expert:  Viet - Computer Tech replied 1 year ago.
Alright, thanks.
Customer: replied 1 year ago.
It won't be a problem as long as it is finished before 6.30am as I usually run out of electricity by then
Expert:  Viet - Computer Tech replied 1 year ago.
What time is it at your place now?
Customer: replied 1 year ago.
1.30am What time are you?
Expert:  Viet - Computer Tech replied 1 year ago.
I'm in the USA. It's 4:30PM at my place. Thanks.
Customer: replied 1 year ago.
You will be finishing work soon then
Expert:  Viet - Computer Tech replied 1 year ago.
I work at home, so I can stay as long as needed, so don't worry, thanks.
Customer: replied 1 year ago.
That's lucky you can have a coffee break whenever you want.......We are up to 25%
Expert:  Viet - Computer Tech replied 1 year ago.
:) thanks
Customer: replied 1 year ago.
50% This is installing faster than Window 7 did on my desk top computer
Expert:  Viet - Computer Tech replied 1 year ago.
:)
Customer: replied 1 year ago.
60%
Customer: replied 1 year ago.
The drivers are all in and laptop has just re-booted for the first time
Expert:  Viet - Computer Tech replied 1 year ago.
OK, it does some reboot when installing windows, thanks.
Customer: replied 1 year ago.
usually around 3 or 4 re-boots when installing windows............ will Microsoft Office 2000 be compatible with Windows 10 I hadn't got far enough to try it
Expert:  Viet - Computer Tech replied 1 year ago.
Is it Office 2000 or 2010?
Customer: replied 1 year ago.
I have Office 98 and office 2000 and office XP
Customer: replied 1 year ago.
sorry Office 97 not 98
Expert:  Viet - Computer Tech replied 1 year ago.
That is really old Office version, so I don't think it works on Windows 10. You can either buy the latest Office, or you can use the free OpenOffice program http://www.openoffice.org/. Thanks.
Customer: replied 1 year ago.
Got that thank you .........got the internet set up ....... now on to use express settings
Customer: replied 1 year ago.
Getting critical updates
Expert:  Viet - Computer Tech replied 1 year ago.
You're welcome. OK, thanks.
Customer: replied 1 year ago.
Just doing a re-boot we are almost at the point of the part I cocked up
Expert:  Viet - Computer Tech replied 1 year ago.
OK, let me know when you are at at that part, thanks.
Customer: replied 1 year ago.
we are there now so should I have just skipped the part where it asks for my email address?
Expert:  Viet - Computer Tech replied 1 year ago.
Yes, what are the options you see there?
Customer: replied 1 year ago.
email or phone..........forgotten my passsword..............no account?/create one....................skip this step
Expert:  Viet - Computer Tech replied 1 year ago.
Select Skip this step, thanks.
Customer: replied 1 year ago.
I skipped that now we are on to user name and password
Customer: replied 1 year ago.
I don't need to enter a password ***** I
Expert:  Viet - Computer Tech replied 1 year ago.
You do not need to enter a password ***** you do not want any password, thanks.
Customer: replied 1 year ago.
I'm in ........Thank you.....You are a star...It is just setting up the apps
Expert:  Viet - Computer Tech replied 1 year ago.
You're welcome. Great. Do you need anything else for now?
Customer: replied 1 year ago.
I think I got it now thanks... Well worth the money and the time....And I have learned something as well....5 stars for you and Thanks a millionfor your help.... the desk top has just opened.
Expert:  Viet - Computer Tech replied 1 year ago.
You're welcome. Great. If you need help with anything else, please come back any time. Also, can you please take a moment to rate my service by clicking on the 5-star icon at the top, then click on Submit when it shows up. Thank you very much for your patience,
Customer: replied 1 year ago.
The 5 stars are coming your way without question
Expert:  Viet - Computer Tech replied 1 year ago.
Thank you.
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 37905
Experience: Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
Viet - Computer Tech and 2 other Computer Specialists are ready to help you
Customer: replied 1 year ago.
Goodnight
Expert:  Viet - Computer Tech replied 1 year ago.
Good night. Thank you again.