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James K.
James K., Consultant
Category: Microsoft
Satisfied Customers: 6598
Experience:  Technical Director of IT Company
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i have just got a new laptop & i have forgot the start

Customer Question

hi
i have just got a new laptop & i have forgot the start up password ***** you help ?
Submitted: 2 years ago.
Category: Microsoft
Expert:  James K. replied 2 years ago.
Hello

My name is James

Welcome to Just Answer

We can reset the laptop if its new

what is the make of the machine ?
Customer: replied 2 years ago.

toshiba satelite cl10-b-100

Expert:  James K. replied 2 years ago.
Hold down the power button for 10 (ten) seconds to switch off your machine.

Press and hold the 0 (zero) key on top of the keyboard (not the zero key on the numeric keypad) and at the same time, press the power button once to switch on your notebook.

When the Toshiba screen appears; release the 0 key.

If prompted select 32bit or 64bit operating system; click Next.

When prompted by the warning screen; click Yes to continue with the system recovery

Select Recovery of Factory Default Software; click Next.

Select Recover to out-of-box state; Click Next again.

Click Next to start recovery

Ok

Cheers James

Now please rate my Service with the smiley faces and submit

Come back any issues

We Can reset the machine to Factory day 1 condtion
Customer: replied 2 years ago.

excuse my ignorance where is the zero key ?/

Expert:  James K. replied 2 years ago.
the number 0

so after 9 acrros the top

cheers James

Now please rate my Service with the smiley faces and submit
Customer: replied 2 years ago.

i am doing what you ask but all it is doing is going to the blue screen

& putting zeros in the password ***** help ?

Expert:  James K. replied 2 years ago.
you dont need to put any zerosin the password *****

When the blue scrteen comes up what dose it say
Customer: replied 2 years ago.

in the blue screen it has my user name (redbush forrester)

with my e mail address underneath & the password ***** underneath that

Expert:  James K. replied 2 years ago.
thats the log in screen

You need to follow the exact instructions

You need to Power of the machine

old down the power button for 10 (ten) seconds to switch off your machine.

Press and hold the 0 (zero) key on top of the keyboard (not the zero key on the numeric keypad) and at the same time, press the power button once to switch on your notebook.

When the Toshiba screen appears; release the 0 key.

If prompted select 32bit or 64bit operating system; click Next.

When prompted by the warning screen; click Yes to continue with the system recovery

Select Recovery of Factory Default Software; click Next.

Select Recover to out-of-box state; Click Next again.

Click Next to start recovery

Ok

Cheers James

Now please rate my Service with the smiley faces and submit

Come back any issues

We Can reset the machine to Factory day 1 condtion
Customer: replied 2 years ago.

sorry james i am doing what you have asked but it keeps going to the log in screen

Expert:  James K. replied 2 years ago.
ok no problem

Did you use an Email when you set the account up

have you checked caps lock is not on etc
Customer: replied 2 years ago.

i had to open a microsoft account on start up i dont know if it was

entered propely ,i used my e mail address as user name

Expert:  James K. replied 2 years ago.
right so you had to use an email so we can reset the password
type the email here
Customer: replied 2 years ago.
Expert:  James K. replied 2 years ago.
Perfect please type it with a space

Like

email @ email.com
Customer: replied 2 years ago.

tried that still does not work

Expert:  James K. replied 2 years ago.
no i want you to type it here
Customer: replied 2 years ago.

just.ed59 @ btinternet.com

Expert:  James K. replied 2 years ago.
ok

Can i Remote onto your machine to help you fix the problem

Remote means I can connect to your Machine and fix the issue for you its fully secure and Built into the Justanswer System

If you wish I can send you a Link to Connect

Let me know

Cheers James
James K. and other Microsoft Specialists are ready to help you
Expert:  James K. replied 2 years ago.
http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=8e3ca638-761d-4f82-938d-fe9e623e52c2

Click the Link above a page will open

Click the Green I agree at the bottom

Click run/ok/yes if asked
Customer: replied 2 years ago.

sorry bit confused how can you remote on to my machine if i cant get passed the log in screen ? ( i am talking to you on my old laptop ) ?

Customer: replied 2 years ago.

sorry james are you still trying to work on my problem ?

Customer: replied 2 years ago.

hi james please can you reply,so i know what going on Smile

than ks ed

Customer: replied 2 years ago.

hi james

please can you reply

Expert:  James K. replied 2 years ago.
Yes we can reset on your old machnie

Let me know when ready
Customer: replied 2 years ago.

hi james

i have resolved the problem with my new laptop

thanks for your help

ed

Expert:  James K. replied 2 years ago.
great :)