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Richard
Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 38371
Experience:  Over 15 year experience resolving Microsoft Office Issues
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my laptop is windows 7 home basic and it has been showing my

Customer Question

my laptop is windows 7 home basic and it has been showing my windows is not genuine. but I was still able to access my computer but that has changed this morning after a bogus call from someone posing as a talk talk empoyee. they have now disabled my laptop which is asking for a password XXXXX I do not have. I have been in touch with talk talk but they cant help me and referred me to you.can you please help me gain access to my laptop again
Submitted: 3 years ago.
Category: Microsoft
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is Richard.

To confirm, this is the password at the windows login screen?

Please let me know

Thank you
Customer: replied 3 years ago.

yes

Expert:  Richard replied 3 years ago.
ok, we will need to add a new account.

tell me which username and password you want (username needs to be unique) to use.

I can then give the instructions.

Customer: replied 3 years ago.

barbara13 password bornfree I dont want to pay any monthly payments.

Expert:  Richard replied 3 years ago.
ok, then do not sign up for it Loraine. you only have to pay the deposit you already made, nothing more.

I want you to do the following.

Turn off the computer.

turn it on and keep tapping F8 until you see a menu.

Choose Safe mode with Command Prompt.

Once you can type, type in

net user /add barbara13 bornfree

Press enter and as long as there are no errors, turn off the computer.

turn it on and you should now be able to log in with this new account.

Let me know the results please

Customer: replied 3 years ago.

this has not worked. the screen is still showing administrator and asking for a password?

Expert:  Richard replied 3 years ago.
It will if you did the commands correct.

What did it say after you typed in my first command and pressed enter?
Customer: replied 3 years ago.

nothing changed on the screen even after pressing f8 key repeatedly no options came up screen stayed the dame

Expert:  Richard replied 3 years ago.
So you never did any of my instructions?
Customer: replied 3 years ago.

no because the screen did not respond to my pressing the f8 key. no options came up for me to follow your next instructions. no change when pressing the f8 key repeatedly.

Expert:  Richard replied 3 years ago.
ok, if you can tell me in the future, that helps, as you did noot say this.

F8 will work, it does on every windows computer.

you need to turn it off.

turn it on and straight away keep tapping F8 until you see the menu.

You will get there.

Customer: replied 3 years ago.

I followed your instructions but when I type in net user add barbara13 /bornfree and press enter it just goes back to password not valid.

Expert:  Richard replied 3 years ago.
You need to type it as I wrote it Loraine.

net user /add barbara13 bornfree