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adamd-mod
adamd-mod, Other
Category: Laptop
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my hp pavilion dv6000 is 7years old p/n gh878ea it wont let

Customer Question

my hp pavilion dv6000 is 7years old p/n gh878ea it wont let me logon I have phoned hp UK who have informed me that after 5 years hp cant help obviously I have got info on the machine that I would like to recover. Can you help ?
Submitted: 2 years ago.
Category: Laptop
Expert:  jhannell replied 2 years ago.

XXXXX XXXXXnell :


hello sir/madam
I would like to help you, please let me know when you are ready

JACUSTOMER-p026tw8v- :

ok

XXXXX XXXXXnell :

hi, are you using the computer in question?

JACUSTOMER-p026tw8v- :

no

XXXXX XXXXXnell :

is the computer you are having problems with with you now?

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

is it Vista by the way?

XXXXX XXXXXnell :

or Windows 7? or xp?

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

do you know how to start your computer in safe mode? (using the f8 key)

JACUSTOMER-p026tw8v- :

no

XXXXX XXXXXnell :

can you start your Vista now and then tap the f8 key repeatedly

XXXXX XXXXXnell :

you will see the startup options

XXXXX XXXXXnell :

it looks like that

XXXXX XXXXXnell :

Full Size Image

XXXXX XXXXXnell :

a black screen will come

XXXXX XXXXXnell :

with options

XXXXX XXXXXnell :

we will need to select safe mode from this list, and then your Vista will start in safe mode

XXXXX XXXXXnell :

we will fix the problem in safe mode

JACUSTOMER-p026tw8v- :

no response user name displayed p/w promt but f8 key not effective

XXXXX XXXXXnell :

can you turn off and try again

JACUSTOMER-p026tw8v- :

the same window has come up

XXXXX XXXXXnell :

what do you see on the screen now exactly?

JACUSTOMER-p026tw8v- :

windows error recovery

XXXXX XXXXXnell :

which options do you see?

XXXXX XXXXXnell :

looks like that

XXXXX XXXXXnell :

Full Size Image

XXXXX XXXXXnell :

?

JACUSTOMER-p026tw8v- :

the screen has moved to the usual display for entering the p/w

XXXXX XXXXXnell :

can you turn off your computer and turn it on again and then tap the f8 key (repeatedly)

XXXXX XXXXXnell :

you need to press the f8 key repeatedly, several times

XXXXX XXXXXnell :

until you see the startup options

JACUSTOMER-p026tw8v- :

advance boot options

XXXXX XXXXXnell :

do you see safe mode?

XXXXX XXXXXnell :

it should be at top

XXXXX XXXXXnell :

first option

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

can you select it (highlight it) and then press enter

JACUSTOMER-p026tw8v- :

done

XXXXX XXXXXnell :

is it loading Windows?

JACUSTOMER-p026tw8v- :

loading windows files

XXXXX XXXXXnell :

let's wait

JACUSTOMER-p026tw8v- :

now asking for p/w

XXXXX XXXXXnell :

what is the username?

JACUSTOMER-p026tw8v- :

Ian McWhirr

XXXXX XXXXXnell :

do you see another username?

XXXXX XXXXXnell :

like admin or administrator?

JACUSTOMER-p026tw8v- :

no

XXXXX XXXXXnell :

can you enter your password

XXXXX XXXXXnell :

do you know your password?

JACUSTOMER-p026tw8v- :

done

XXXXX XXXXXnell :

are you logged in?

XXXXX XXXXXnell :

are you on desktop now?

JACUSTOMER-p026tw8v- :

yes but your user profile was not loaded correctly is displayed

XXXXX XXXXXnell :

can you click your start button

XXXXX XXXXXnell :

go to control panel

XXXXX XXXXXnell :

settings > control panel

XXXXX XXXXXnell :

do you see the "user accounts" icon ?

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

can you go there

XXXXX XXXXXnell :

select user accounts

XXXXX XXXXXnell :

do you see "manage another account" ?

JACUSTOMER-p026tw8v- :

ok

XXXXX XXXXXnell :

do you see "manage another account" ?


 

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

please select it

XXXXX XXXXXnell :

do you see "create new account" ?

JACUSTOMER-p026tw8v- :

no change p/w

XXXXX XXXXXnell :

which options do you see on the screen ?

JACUSTOMER-p026tw8v- :

change p/w remove p/w change account change account type manage another account turn user account on/off

XXXXX XXXXXnell :

do you see "manage another account" ?

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

please select it


 

JACUSTOMER-p026tw8v- :

ok there is internet connection

XXXXX XXXXXnell :

were you able to click "manage another account" ?

JACUSTOMER-p026tw8v- :

yes click ok but no response

XXXXX XXXXXnell :

do you see "manage another account" link on the screen?

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

please click on it

XXXXX XXXXXnell :

what happens?

JACUSTOMER-p026tw8v- :

ok

XXXXX XXXXXnell :

waiting

JACUSTOMER-p026tw8v- :

nothing screen still the same

XXXXX XXXXXnell :

can you turn off your computer and press f8 again

XXXXX XXXXXnell :

we will select the other option

JACUSTOMER-p026tw8v- :

did you pick up the fact that there is no interconnection

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

we will select safe mode with networking

JACUSTOMER-p026tw8v- :

ok

XXXXX XXXXXnell :

waiting

JACUSTOMER-p026tw8v- :

ok

JACUSTOMER-p026tw8v- :

why don't we get rid of the p/w I am the only user

XXXXX XXXXXnell :

we will do it in safe mode

XXXXX XXXXXnell :

but you still have the "profile" error

XXXXX XXXXXnell :

we need to fix it

JACUSTOMER-p026tw8v- :

ok

XXXXX XXXXXnell :

are you in safe mode with networking now?

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

is there internet connection?

JACUSTOMER-p026tw8v- :

the internet is working hence we are chatting but from the window displayed I do not know

XXXXX XXXXXnell :

is there internet on Vista?

JACUSTOMER-p026tw8v- :

yes

XXXXX XXXXXnell :

we can try remote assistance, and we can fix the problem together quickly

JACUSTOMER-p026tw8v- :

ok

XXXXX XXXXXnell :

can you run this link on Vista http://tiny.cc/z5lvcx

XXXXX XXXXXnell :

it will give you a random ID and password

XXXXX XXXXXnell :

can you give me the ID and password

XXXXX XXXXXnell :

so i can connect to the Vista computer and fix it

JACUSTOMER-p026tw8v- :

ok but what do you want me to do with the advance boot options window?

XXXXX XXXXXnell :

you need to select safe mode with networking

JACUSTOMER-p026tw8v- :

waiting

JACUSTOMER-p026tw8v- :

its asking for my p/w

XXXXX XXXXXnell :

can you enter it

JACUSTOMER-p026tw8v- :

ok

XXXXX XXXXXnell :

are you on desktop now?

JACUSTOMER-p026tw8v- :

ok internet connection ok

XXXXX XXXXXnell :

can you run this link on Vista http://tiny.cc/z5lvcx





1:50 PM



it will give you a random ID and password






1:50 PM



can you give me the ID and password






1:50 PM



so i can connect to the Vista computer and fix it



JACUSTOMER-p026tw8v- :

it has not asked for a p/w

XXXXX XXXXXnell :

did you run the program?

JACUSTOMER-p026tw8v- :

I clicked the search button I now I have a window about just answer

XXXXX XXXXXnell :

can you run this link http://tiny.cc/z5lvcx

JACUSTOMER-p026tw8v- :

how do you run this link on the vista laptop?

XXXXX XXXXXnell :

you need to open internet explorer and visit this link

XXXXX XXXXXnell :

(enter it into addressbar and press enter)

JACUSTOMER-p026tw8v- :

ok done but the same window has come back

XXXXX XXXXXnell :

which window?

JACUSTOMER-p026tw8v- :

yahoo

XXXXX XXXXXnell :

I am out of ideas, let me opt out and open this question to other experts. remote assistance may be needed.
if no expert opts in, we can continue.

JACUSTOMER-p026tw8v- :

ok

Expert:  Byron replied 2 years ago.

Hi. My name isXXXXX you for your question and the opportunity to assist.

Please try the following steps to perform a System Restore to return your profile to the state it was in when you were able to log in normally. This will not affect your data files.

Start or restart your machine. As soon as you see the HP logo begin tapping the F8 key to get to the black screen with your startup options. Using the up/down arrows select Safe Mode with Command Prompt and press Enter. When you get to the prompt (C:\Windows\System32>_ ) type: rstrui.exe and press Enter

This will launch System Restore.

Note: It can take a minute or two for the System Restore window to open so please give it some time to come up.

When the window opens Vista will recommend a restore date,

click on the Choose A Different Restore Point option and select a date when you know you were able to log in successfully. Follow the prompts to finish the restore. Your computer will restart and you should then be able to log in normally.

Important Note: Sometimes the first restore point will not work. If that is the case, repeat the procedure and work your way back through the restore points choosing an older one each time.

-

I will always do my best to answer your question. Your satisfaction is my top goal. If you are not satisfied with the answer I provide, for any reason, please allow me to continue to help you (or recommend you for another expert or refund) rather than giving a negative rating. A positive rating is always appreciated.

Customer: replied 2 years ago.

I have tried your method but the same window comes up user profile cannot be loaded laptop still locked out wont recognise the p/w

Expert:  Byron replied 2 years ago.

Is this happening after you select Safe Mode with Command Prompt

from this list?

graphic

Your were able to get into Safe Mode earlier. The only difference is that now you want to select the Safe Mode with Command Prompt option.

Customer: replied 2 years ago.

whatever method we try it comes back to user name and p/w window which I cant get past. I have to go to work, can we resume latter?

Expert:  Byron replied 2 years ago.
Yes we can. I will also open your question for review by all other experts for their input.
Customer: replied 2 years ago.

my account JACUSTOMER-po26tw8v will open again @ 1700hrs

Expert:  Byron replied 2 years ago.
Thanks. You will receive an email notification when another expert responds.
Expert:  Byron replied 2 years ago.
Thank you.
Expert:  adamd-mod replied 2 years ago.

Hello,

It seems the professional has left this conversation. This happens occasionally, and it's usually because the professional thinks that someone else might be a better match for your question. I've been working hard to find a new professional to assist you with your question, but sometimes finding the right professional can take a little longer than expected.

I wonder whether you're OK with continuing to wait for an answer. If you are, please let me know and I will continue my search. If not, feel free to let me know and I will cancel this question for you.

Thanks for your patience,

Adam

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