Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.
I'm sorry about the issue. Can you confirm it has windows 7? Can you back up the data on your wife's account? Is it okay if we reset the laptop? Please let me know. Thank you,
I'm sorry, don't worry, we guarantee our service. What do you mean? Do you need any data on your wife's login?
Do you have a USB drive that you can copy / transfer any file you need to the usb drive?
I understand. First, do you need any data from your wife's account?
If yes, then transfer those data to the external hard drive first
Also, do you need any data / files on the administrator account? Or is it okay if we just reset the laptop?
Are you still there?
I'm not sure what you mean. Does your Samsung have laptop 7? What is the email address for?
Please just follow my instructions. Do you need any file, such as document, picture, etc. from your wife's login on the samsung laptop?
I know the problem as you already told me previously. My question is Do you need any file, such as document, picture, etc. from your wife's login on the samsung laptop?
OK. Is there any file, such as document, picture, etc. in your login (not your wife's login)?
that you need?
Great. Please turn off the samsung laptop, then turn it back on, then press the key F4 when the Samsung computer logo appears on the screen, then do a restore
Are you able to get to the Restore menu?
Are you able to get to the Restore menu? Do a Complete Restore.
OK, let me know if you have any question during the restore process.
You're welcome. Thank you for your patience. After complete restoring, it will let you set up a new password XXXXX want. If you need anything else later, please let me know any time. Also, can you please take a moment to rate my service by clicking on a face icon / service option below, then click on Submit / OK when it shows up. Thank you,