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jhannell
jhannell, Computer Enthusiast
Category: Laptop
Satisfied Customers: 8472
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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My laptop is just over a year and up until yesterday I was

Customer Question

My laptop is just over a year and up until yesterday I was using it. Today it's not recognizing my password. It's a Toshiba C660d, and it's upsetting me since I need for work. Help?
Submitted: 3 years ago.
Category: Laptop
Expert:  jhannell replied 3 years ago.

XXXXX XXXXXnell :

hello sir/madam

XXXXX XXXXXnell :

I would like to help you, please let me know when you are ready.

Customer: Now
XXXXX XXXXXnell :

hello, it seems the login procedure is damaged. by the way, are you using a different computer now to communicate with me ?

Customer: Yes my mini iPad
XXXXX XXXXXnell :

ok, can you please start your computer. and enter a different password. what happens?

XXXXX XXXXXnell :

enter a different password XXXXX than your correct password. you can enter 123456

XXXXX XXXXXnell :

what happens?

Customer: I just tried and it say ' the username or password XXXXX XXXXX
XXXXX XXXXXnell :

but when you enter your correct password, it says user profile cannot be loaded. is this correct?

Customer: It's back to original screen with password XXXXX and Password XXXXX but even it I redo my password XXXXX joy
XXXXX XXXXXnell :

can you start your computer in safe mode? (f8)

XXXXX XXXXXnell :

do you know how?

Customer: shall I try f8 then
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

in safe mode, you will be able to login

XXXXX XXXXXnell :

can you check if you are able to login

Customer: i don't know how. The screen has username and box for password do Ijust press f8
XXXXX XXXXXnell :

can you turn off your computer

XXXXX XXXXXnell :

and turn it on again

Customer: Sure
XXXXX XXXXXnell :

and start tapping the f8 key several times

XXXXX XXXXXnell :

you will see the startup option.s

XXXXX XXXXXnell :

when you see them please let me know

XXXXX XXXXXnell :

we can go step by step

Customer: It say starting windows
XXXXX XXXXXnell :

can you try again. you should see the startup options

Customer: I been tapping f8 no joy it's back to screen wth password
Customer: I don't have start up option I have shut down option
XXXXX XXXXXnell :

can you try again

XXXXX XXXXXnell :

you need to tap the f8 key repeatedly right after you power on your computer

Customer: just turn off and turning on now
XXXXX XXXXXnell :

waiting

Customer: It says press f12 to reboot which I hit
XXXXX XXXXXnell :

right after you power-on thhe computer, tap the f8 key repeatedly, several times

XXXXX XXXXXnell :

f8

Customer: done it
XXXXX XXXXXnell :

do you see the startup options in a black screen?

Customer: Advance boot option s
XXXXX XXXXXnell :

like safe mode, safe mode with networking etc

Customer: yes
Customer: what next
Customer: Are you there
XXXXX XXXXXnell :

can you select safe mode

Customer: Yes
XXXXX XXXXXnell :

and then press enter

Customer: Have done
XXXXX XXXXXnell :

your computer will start in safe mode

XXXXX XXXXXnell :

are you in windows now*

XXXXX XXXXXnell :

?

Customer: It's loading window files
XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

what we are doing is , we will start your computer in safe mode, and fix the damaged profile

Customer: There's it's back to password XXXXX
XXXXX XXXXXnell :

do you see the administrator username?

Customer: Yes
XXXXX XXXXXnell :

can you select it

XXXXX XXXXXnell :

if it asks you to enter a password, don't enter anything, just press enter

Customer: its one name my
Customer: shall I enter my password XXXXX box.
XXXXX XXXXXnell :

no, just press enter without typing any password

Customer: I did enter and now it says the username or password XXXXX XXXXX
XXXXX XXXXXnell :

what is the current username?

Customer: Nothing just box underneath with OK
XXXXX XXXXXnell :

do you see Administrator?

Customer: No it's gone back to screen wth my name and password XXXXX We are back to squre one!
XXXXX XXXXXnell :

are you in safe mode now?

Customer: No I will have to turn off and restart again
XXXXX XXXXXnell :

can you try

Customer: Sure
XXXXX XXXXXnell :

when you see "Administrator" please let me know

XXXXX XXXXXnell :

waiting

Customer: I'm in window error recovery screen
Customer: starting windows
XXXXX XXXXXnell :

waiting

Customer: Pressing f8
XXXXX XXXXXnell :

waiting

Customer: It's gone now to our problem screen
XXXXX XXXXXnell :

can you enter your password

XXXXX XXXXXnell :

what happens?

Customer: With my mane no administrator
Customer: Can't get my password XXXXX
Customer: it now says as before the user profile service service failed the logon user profile cannot be loaded
XXXXX XXXXXnell :

can you turn off your computer and then turn it on again and start pressing the f8 key

XXXXX XXXXXnell :

when you see the startup options please let me know

Customer: doingit
XXXXX XXXXXnell :

waiting

Customer: Recovery screen
Customer: noe
Customer: Now it's starting up
XXXXX XXXXXnell :

what do you see on the screen now?

Customer: starting windows
XXXXX XXXXXnell :

we missed it, can you restart your computer

XXXXX XXXXXnell :

and press the f8 key

Customer: Ok please tell me when I re start what to press as the computer moves pretty quick. Please give me instructions now so I can do
XXXXX XXXXXnell :

f8 key

XXXXX XXXXXnell :

you need to press the f8 key right after you power-on the computer

XXXXX XXXXXnell :

(press several times)

Customer: Done it
Customer: Repair yor computer
XXXXX XXXXXnell :

do you have safe mode?

Customer: I'm in advance boot option are you having difficulty also u r taking long to reply
Customer: Yes shall I select
Customer: Do I press SELECT
Customer: Do I press safe mode (I mean)
Customer: Are you working on my problem I need to get this up and running ASAP
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

can you press safe mode

XXXXX XXXXXnell :

select safe mode, and then press ENTER

Customer: Done
XXXXX XXXXXnell :

what happens? is it loading windows now?

Customer: Loading filed
Customer: None it's blank screen
Customer: Arriw
Customer: back to my name and password XXXXX
Customer: Do I enter password
XXXXX XXXXXnell :

do you see administrator*

Customer: No the box above my name is XXXXX XXXXX my name and password XXXXX
XXXXX XXXXXnell :

can you press the blank box

XXXXX XXXXXnell :

what happens?

Customer: blank box just has the toshiba arrow did put mouse n enter but says user name is incorrect
XXXXX XXXXXnell :

can you try again, turn off your computer

XXXXX XXXXXnell :

and turn it on again

XXXXX XXXXXnell :

and press f8

XXXXX XXXXXnell :

when you see the startup options please let me know

Customer: I've just re entered my password XXXXX fits accepted and now I'm in a screen that says safe mode wth recycle bib icon, Microsoft (r) Windows (R) Build 7601 Service Pack
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

now,

XXXXX XXXXXnell :

can you go to control panel

XXXXX XXXXXnell :

do you see "user accounts" ?

Customer: Yes in there now user accounts
XXXXX XXXXXnell :

can you create a new account

Customer: No I'm seeing change your account name change password XXXXX
Customer: Oh on the right hand side of screen my name wth Administrator underneath and password XXXXX
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

are you able to create a new account now?

Customer: It seems I'm the administrator . Do I need to change the account name
Customer: Would you believe it's not allowing me to 'change account name' AND there's no Create new account
XXXXX XXXXXnell :

I am checking a solution

XXXXX XXXXXnell :

Full Size Image

XXXXX XXXXXnell :

can you check the picture (above)

Customer: Yes but I don't have that option. My screen Usser Accounts
XXXXX XXXXXnell :

can you check the second picture I sent

Customer: left hand side screen under control Panel Home. Manage ur credentials : create password XXXXX disk: link online IDs:configure adv user profile: change my environment variables
XXXXX XXXXXnell :

do you see manage another account ?

XXXXX XXXXXnell :

"Manage another account"

Customer: MAKECHANGES to user account , underneath Change ur password: Remove ur password : change ur picture: THESE have a pict of a shield CHange ur account name, Change ur account type: Manage another account: Change User account Control setting
Customer: Yes
XXXXX XXXXXnell :

can you click "manage another account"

XXXXX XXXXXnell :

now do you see create new account?

Customer: Not doing anything
XXXXX XXXXXnell :

can you try again

Customer: I'm trying nothing
XXXXX XXXXXnell :

what did you try exactly?

Customer: Put the cursor on but it's a hand not an arrow it's has a broXXXXX XXXXXne around it
XXXXX XXXXXnell :

can you click two times on it (double click)

Customer: Has been doing that nothing
XXXXX XXXXXnell :

we will do this, it is a little complicated process but we can go step by step , carefully , and fix it

XXXXX XXXXXnell :

we will apply the first method

XXXXX XXXXXnell :

can you click your start button. go to SEARCH BAR at bottom, and type :
regedit

XXXXX XXXXXnell :

and press enter. are you in windows registry editor now?

Customer: Ok but I need to finish up by 12:45
XXXXX XXXXXnell :

ok, let's start and try to fix it quickly

XXXXX XXXXXnell :

can you go to regedit now, when you are there please let me know

Customer: Done
Customer: Do I do enter
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

are you in regedit now? registry editor

Customer: Yes
XXXXX XXXXXnell :

can you find this:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList

Customer: There's local_machine only
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

can you open it

Customer: press
XXXXX XXXXXnell :

now you will see the "sub" keys

XXXXX XXXXXnell :

under it, do you see software?

Customer: Reg_sz
Customer: It says value not set
XXXXX XXXXXnell :

can you double click HKEY_LOCAL_MACHINE

Customer: have done more options
XXXXX XXXXXnell :

"Software"

Customer: yes shall I double vlick
XXXXX XXXXXnell :

yes

Customer: done
XXXXX XXXXXnell :

now do you see Microsoft ?

Customer: Yes
Customer: double click
XXXXX XXXXXnell :

can you double click

XXXXX XXXXXnell :

yes

Customer: Done
XXXXX XXXXXnell :

Windows NT

XXXXX XXXXXnell :

do you see windows nt ?

Customer: Yes
XXXXX XXXXXnell :

can you double click

Customer: Do
XXXXX XXXXXnell :

now : CurrentVersion

Customer: yes double click
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

now: ProfileList

Customer: No profile list
Customer: Sorry yes double clicked
XXXXX XXXXXnell :

yes

Customer: Done
XXXXX XXXXXnell :

please double click

XXXXX XXXXXnell :

do you see something starting with S-1-5 that is followed by long numbers and ends with .bak. ?

Customer: Yes
Customer: No .bak
Customer: Yes the last long S-1
XXXXX XXXXXnell :

can you click on it

XXXXX XXXXXnell :

in the rightpane, do you see RefCount, ?

Customer: Yes
XXXXX XXXXXnell :

can you double click on it,

XXXXX XXXXXnell :

do you see "value data" textbox ?

Customer: yes box appears
Customer: Yes
XXXXX XXXXXnell :

double-click RefCount, type 0, and then click OK.

XXXXX XXXXXnell :

now, double-click State, type 0, and then click OK.

Customer: 0 was already there clicked OK n return to REF count
XXXXX XXXXXnell :

now, double-click State, type 0, and then click OK.


Customer: Done
XXXXX XXXXXnell :

now please close regedit. go to control panel > user accounts again

XXXXX XXXXXnell :

press manage another account

XXXXX XXXXXnell :

do yous ee "create a new account" ?

Customer: Manage another is not allowing me to do anything. Has a hand it underlines but double clinking nothing
XXXXX XXXXXnell :

now can you restart your computer. this time in normal mode (don't press f8)

Customer: Os
Customer: No joy same as before . The User profile service service failed the logon. User profile cannot be loaded AGAIN
XXXXX XXXXXnell :

we can try the other solution now

Customer: How long will it take I have an appt now
XXXXX XXXXXnell :

we can continue later if you want

XXXXX XXXXXnell :

when you come back we canc ontinue

Customer: Thanks after 7pm
XXXXX XXXXXnell :

ok, when you come back please let me know

XXXXX XXXXXnell :

we can continue

Customer: Sure thanks for your help but please we need to get this up and running x
XXXXX XXXXXnell :

we will fix it

XXXXX XXXXXnell :

you are welcome

Customer: Hi jerry I'm back can we solve this problem please
XXXXX XXXXXnell :

hi

XXXXX XXXXXnell :

let's continue

XXXXX XXXXXnell :

can you turn on your computer and press f8 again

XXXXX XXXXXnell :

when you see the startup options, please let me know.

XXXXX XXXXXnell :

we will select another option (other than safe mode)

Customer: It's on windows error recovery is up
XXXXX XXXXXnell :

do you see the startup options? (safe mode etc..)

Customer: Yes but I've missed it I need to restart
Customer: Safe mode up
XXXXX XXXXXnell :

do you see safe mode with networking?

XXXXX XXXXXnell :

"Safe mode with networking"

Customer: yes
Customer: Do I double click?
XXXXX XXXXXnell :

can you select it and press enter

Customer: Done
XXXXX XXXXXnell :

is it starting Windows?

Customer: Loading files
XXXXX XXXXXnell :

waiting

Customer: Yes blank screen
Customer: Back to user name n password
XXXXX XXXXXnell :

can you login (administrator)

XXXXX XXXXXnell :

(like you did in safe mode)

Customer: No
XXXXX XXXXXnell :

what happened exactly?

Customer: I did safe network then loading files then back to screen wth username and box for password
Customer: ok I now did password XXXXX I'm in safe mode screen
XXXXX XXXXXnell :

are you on desktop now?

XXXXX XXXXXnell :

(start button etc)

Customer: Ives and I can see computer control panel on right Hans side
Customer: Yes I can see start up button
XXXXX XXXXXnell :

now,

XXXXX XXXXXnell :

are you able to connect to internet?

XXXXX XXXXXnell :

can you try to go to youtube or facebook

Customer: I can't see the internet icon
XXXXX XXXXXnell :

normally how do you open websites?

Customer: It's already connected to Internet . I switch on screen appears wth using name n password XXXXX I enter and I'm connected . Then I press hotmail or google etc and I get what I need
XXXXX XXXXXnell :

can you download this:
http://go.microsoft.com/?linkid=9734641

and install & run

Customer: I entered in the bar and press search now I have a screen that says 'meet your new browser'
XXXXX XXXXXnell :

can you enter in the bar and press your ENTER button

Customer: Says not found try one of these: Microsoft free downloads windows 7 etc
XXXXX XXXXXnell :

tinyurl.com/ocxodfw

XXXXX XXXXXnell :

can you download this

Customer: Will try
Customer: It ask if I want to run or save
Customer: It's Microsoft fixit50446.msi
XXXXX XXXXXnell :

Run

Customer: Now it's saying couldn't run
Customer: im re trying no joy
XXXXX XXXXXnell :

can you save it to your desktop

Customer: im now able in Control panel Uninstall or change a program . I'm not able to save
XXXXX XXXXXnell :

can you open this

XXXXX XXXXXnell :

tinyurl.com/ocxodfw

XXXXX XXXXXnell :

when asked, can you save it

Customer: im not even getting a bar to type it. However I pressed recovery and the screen says "please wait while your windows files and settim
Customer: are being restored. System Restore is initializing ...
Customer: So I'm waiting
XXXXX XXXXXnell :

waiting

Customer: now it's restoring the a Registry
XXXXX XXXXXnell :

waiting

Customer: Removing temporary files
XXXXX XXXXXnell :

waiting

Customer: Shutting down and starting up Windows but it's taking a lifetime to boot up. It's now back as before after a slow slow start up and I have a google bar do I need to do anything more.
XXXXX XXXXXnell :

can you open this





9:13 PM



tinyurl.com/ocxodfw






9:13 PM



when asked, can you save it



Customer: It has comr
Customer: it has come up yet it very very slow
Customer: circle still dpinning
XXXXX XXXXXnell :

waiting

Customer: Would u believe still spinning circle nothing yet
XXXXX XXXXXnell :

can you restart your computer in safe mode with networking again

Customer: it now finish running tinyurl.com
Customer: And says preparing to install
XXXXX XXXXXnell :

waiting

Customer: Microsoft fix it box creating a restore point please wait (it says)
XXXXX XXXXXnell :

waiting

Customer: It hasn't started as yet it has hi
Customer: it has the cancel button lighted up whilst the back n next is still unlighted . But the Please wait sign is still up
XXXXX XXXXXnell :

let's wait

XXXXX XXXXXnell :

it is fixing the problem

Customer: Not sure it hasn't even start scanning. It still says please wait. I did hit cancel button n it came up with if I really want to cancell but I hit No button still nothing though
Customer: It says Microsoft is not finish fixing so let's see
Customer: This is like waiting for paint to dry
Customer: New dialogue line This Microsoft Fix I'd being processed.
Customer: But still nothing being processed. Still saying 'please wait ..."
Customer: Ever so often the spinning circle appears
XXXXX XXXXXnell :

let's wait

Customer: I'm just dial outgoing so you know what's happening
Customer: It's Dialouging
XXXXX XXXXXnell :

waiting

Customer: Thanks
XXXXX XXXXXnell :

you are welcome

Customer: New box This Microsoft Fic has been processed. Click to tell us what u think. Click to get help online. Click to,read more about Microsofr Fic it. Bottom box Close
Customer: Do I click close
XXXXX XXXXXnell :

yes, let's close

XXXXX XXXXXnell :

ok, it seems it was fixed

XXXXX XXXXXnell :

let's restart now

XXXXX XXXXXnell :

can you restart your computer

XXXXX XXXXXnell :

this time normal mode

Customer: Now what
XXXXX XXXXXnell :

can you start your computer in normal mode now

Customer: I did and I'm in hotmail
Customer: It seems it ok
XXXXX XXXXXnell :

did it give you the same "the user profile service failed ....... " error?

XXXXX XXXXXnell :

or is everything ok now?

Customer: No I just entered my password XXXXX I was using befor and it took me straight to theMSN Uk screen
XXXXX XXXXXnell :

i mean, the error you were receiving when starting windows

XXXXX XXXXXnell :

(when you were entering your password, you were getting the error)

XXXXX XXXXXnell :

are you getting the error again?

Customer: not this time. No user profile failed logon. That great. Just hope this speed up again
XXXXX XXXXXnell :

happy to hear that

XXXXX XXXXXnell :

now are you in windows, in normal mode_?

XXXXX XXXXXnell :

(not safe mode)

Customer: Yes. I'm shutting down properly and the start up to see what happens. Starting windows seems to be taking ages though! But I'm back to my original desktop. In the normal mode
Customer: Is there anything I can do to speed up again?
XXXXX XXXXXnell :

can you click your start button , go to SEARCH BAR

XXXXX XXXXXnell :

and type this: msconfig

XXXXX XXXXXnell :

and press enter.

XXXXX XXXXXnell :

it will open your configuration editor. when you are there, please let me know

Customer: It saynSystem Configuration Utility Miscrosoft Windows. Box Yes No
XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

now can you go to STARTUP tab. do you see the DISABLE ALL button there?

Customer: Done
XXXXX XXXXXnell :

do you see the DISABLE ALL button there?

Customer: Yes I press that
XXXXX XXXXXnell :

yes. please press that , and then press apply.

Customer: Done
XXXXX XXXXXnell :

now can you go to SERVICES tab.

XXXXX XXXXXnell :

do you see "hide microsoft services" at bottom ?

Customer: Do I press ok first
Customer: I'm in services
XXXXX XXXXXnell :

can you press it (hide microsoft services); check it

XXXXX XXXXXnell :

and then press disable all

XXXXX XXXXXnell :

and then press apply

XXXXX XXXXXnell :

and OK

Customer: Done another box restart Exit without restart
XXXXX XXXXXnell :

can you select restart

XXXXX XXXXXnell :

your computer will be faster

XXXXX XXXXXnell :

with no problems

Customer: Thanks it's shutting done. Is this it? I really appreciate your help
XXXXX XXXXXnell :

you are welcome.

XXXXX XXXXXnell :

yes, i think we are done

XXXXX XXXXXnell :

your computer is faster now. there is no error.

Customer: Will all the best and thank you
XXXXX XXXXXnell :

you are welcome

XXXXX XXXXXnell :

I will be happy if you rate my service using one of the smiley icons.
I will be happy to help you if you may have problems in the future.
(I will be here anytime)
Have a nice day,
Best regards.

Customer: Will do,
jhannell, Computer Enthusiast
Category: Laptop
Satisfied Customers: 8472
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
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