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James K.
James K., Consultant
Category: Microsoft Office
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: 1 year ago.
Category: Microsoft Office
Expert:  James K. replied 1 year 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 1 year ago.

toshiba satelite cl10-b-100

Expert:  James K. replied 1 year 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 1 year ago.

excuse my ignorance where is the zero key ?/

Expert:  James K. replied 1 year 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 1 year 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 1 year ago.
you dont need to put any zerosin the password *****

When the blue scrteen comes up what dose it say
Customer: replied 1 year 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 1 year 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 1 year ago.

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

Expert:  James K. replied 1 year 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 1 year 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 1 year ago.
right so you had to use an email so we can reset the password
type the email here
Customer: replied 1 year ago.
Expert:  James K. replied 1 year ago.
Perfect please type it with a space

Like

email @ email.com
Customer: replied 1 year ago.

tried that still does not work

Expert:  James K. replied 1 year ago.
no i want you to type it here
Customer: replied 1 year ago.

just.ed59 @ btinternet.com

Expert:  James K. replied 1 year 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., Consultant
Category: Microsoft Office
Satisfied Customers: 6598
Experience: Technical Director of IT Company
James K. and other Microsoft Office Specialists are ready to help you
Expert:  James K. replied 1 year 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 1 year 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 1 year ago.

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

Customer: replied 1 year ago.

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

than ks ed

Customer: replied 1 year ago.

hi james

please can you reply

Expert:  James K. replied 1 year ago.
Yes we can reset on your old machnie

Let me know when ready
Customer: replied 1 year ago.

hi james

i have resolved the problem with my new laptop

thanks for your help

ed

Expert:  James K. replied 1 year ago.
great :)

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