Hi Joe, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. What version of Windows is running on this Toshiba computer? Is it Windows Vista, 7, 8 or 10?
Also, in the account login screen, is your username already shown there waiting for password ***** be entered? If yes, is the username an email address?
Please let me know by replying to me here so that I can help you further.
Thank you for writing back with that information. Is the problem laptop connected to the internet? Also, please tell me the email address shown there as the username so that I can check your recovery options.
Can you connect the laptop to the internet through a LAN cable or wifi? If it was connected to a wifi before and it was set to autoconnect, turning on the wifi switch of the laptop should make is connect to your wifi. But if wifi is not available, please try to connect it to your router through an ethernet cable.
Also, the password ***** are using appears to be a security PIN. Can you lease check that you are keying in the correct digit and correct keyboard settings? Please try entering the password/PIN with NumLock ON and also try when it is OFF.
Ok, like I mentioned, that 4 digit code you are using is a security PIN and the cache could have been corrupted since it is no longer accepting it despite the fact that you entered it correctly.
Can you connect the laptop to the internet so that we can reset your password?
Please take your time.
Ok. Let us just try to reset your Microsoft account password ***** see if the new password ***** ***** instead of the 4 digit PIN.
Now, please tell me your mobile number ending in 55.
I initiated the reset and you must receive a code through SMS (text). Please give me the code so that I can reset the password ***** your account.
Did you receive a code on your mobile phone? Please give it to me before the reset page expires.
Ok, I have reset your password. It is not secure to post the password ***** so I created a private note for you that only you can open. After you open it, it will auto-destruct so others cannot open it.
Here is the link:
Please let me know if you are able to sign in to your Windows 10 computer then.
I was referring to the username shown in the login screen of your computer. You mentioned it is an email address.
Ok, so I believe it is NOT a Microsoft account then but a local account. Do you see any "Sign-in options" link below the password *****?
Have you restarted the computer then try loggin in again? If not, please try to reboot the computer, then try logging in with Numlock ON and with numlock OFF.
Ok. Have you tried blank password?
Yes, I believe so. And since the user account is NOT a Microsoft account (not an email address), we cannot reset the password. Our option now is to recover the password ***** clear it using some tools. But is there a CD or DVD drive in the problem computer?
I have checked further and found a lot of people having same problem as yours. Unfortunately, there is no easy tool to hack in to the system bypassing the password. The readily available route for this is to access the data on your computer through a bootable tool, then reset the computer to factory settings, then load back the backed up files. However, programs you installed will be lost and you need to reinstall them.
Another option though is to use commercial password ***** tool so that there will be no hassle. You just download the tool in another computer, create the bootable CD or USB, set the computer to boot to the CD or USB first through the BIOS, and let the tool recover, clear or reset the password ***** the account. But these types of software are commercial though.
Ok. But do you have a lot of data to backup before doing that?
Oh ok. I am glad you were able to backup your data. So you just need to reset the Toshiba computer to factory settings. Please follow these steps:
I hope that helped.Please remember to rate my service positively (3-5 stars/faces) if this helped. Tips are always highly appreciated!
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You're welcome Joe and thank you for your patience. Thank you for using our service as well.
If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.
Hi, thank you for writing back and I am very sorry about the persisting issues. When you press and hold the 0 key, and then turn ON the computer while still holding the 0 key, what happens? Did you not see the recovery wizard screen?
Are you pressing the 0 key in the numeric keypad? If yes, please try pressing the 0 key NOT in the numeric keypad instead.
Since the recovery tool is not activated by pressing down 0 while turning ON the computer, chances are, your hidden recovery partition cold have been damaged, altered, corrupted or deleted. In this case, you will need a set of Recovery Discs to proceed with factory restore.
However, please try one more time using these steps:
In this case, you need to use a set of recovery discs since the hidden recovery partition is not working.
Have you created the set of recovery discs before when the computer was new? That is the time you will use it. If not, then you need to order a set of recovery discs online using the link below:
In the middle part of that screen there you can see where you can order the recovery DVDs by first entering the serial number of the problem laptop.
Oh great! That is a good thing that it is still under warranty. You shall have it repaired for free then. Also, please your storage device where you backed up all your data since you will need it to restore your data.
You're welcome, Joe! Just let me know any time if you need further assistance.