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. What's the model of your laptop? Does it have windows 7, or 8, etc.? Is it okay if we reset the laptop and start over?
hp and it has just been bought so believe it to have windows 8
Let's try this: turn off the laptop, then turn it back on, then press the key F11 when the hp computer logo (or the first thing) appears on the screen in order to do a system recovery/factory restore.
do i go to reset pc
Yes, please reset pc option
do i now go to reset my files or clean the drive fully i have mcafee installed and will it remove this
Please select reset my files; yes, it will remove mcafee, but you can reinstall mcafee easily
when this is complete will it revert to as bought and allow me to reintroduce my new password
that is correct; reset will revert it as new like when bought
, and will allow to set a new password
will i be able to get in touch later if this does not work as it looks as if it is going to take some time for the laptop to reset
Yes, of course, you can bookmark/add to favorites this web page and/or check your email for message from Viet / JustAnswer later in order to get back to me via this web page later.
thank you neil
Please let me know the result any time via this web page; and I will help further if you need. Happy holidays! Thank you,