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Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 31124
Experience:  Over 15 year experience resolving Microsoft Office Issues
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My granddaugter hass been locked out of her tablet because

Customer Question

my granddaugter hass been locked out of her tablet because she forgot her password.Can you help?.
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  Richard replied 1 year ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
Can you give me please the exact make and model of the Tablet?
Thank you
Customer: replied 1 year ago.
Make is zoo storm Model is sl8i750001706
Expert:  Richard replied 1 year ago.
ThanksThis is what you need to do, your daughter will lose all her information but this cannot be avoided.On the log in screen, hold down the SHIFT button and with it held down, click the power icon and choose restart. Keep SHIFT held until it has restarted into a menu. Choose Troubleshoot, then Reset my PC. This returns the PC to new, so you can set it up again.It will be as new with the password ***** so you can set it up again.Let me know how you go please.
Customer: replied 1 year ago.
Nothing happens except screen returns to login screen, which is what it used to do.
Expert:  Richard replied 1 year ago.
yes, you need to have a keyboard connected and hold down shift when doing this.Please confirm you did please
Customer: replied 1 year ago.
All that happens is the screen goes black and message comes up saying entering dnx mode waiting for command before reverting to the login screen.
Expert:  Richard replied 1 year ago.
ok, I really need to have you confirm, as your yet to do this.
First
1) External Keyboard attached to Tablet, yes or no?
Customer: replied 1 year ago.
Yes
Expert:  Richard replied 1 year ago.
ok, and if you type, you see it registering in the password ***** to indicate it is working.
Customer: replied 1 year ago.
I take you mean type on the keyboard not the tablet
Expert:  Richard replied 1 year ago.
yes, on the Keyboard
Customer: replied 1 year ago.
Yes have tried this nothing happening changed the cable still nothing.
Expert:  Richard replied 1 year ago.
so the Keyboard is not typing any letters on the screen?
Customer: replied 1 year ago.
No. Tried disconnecting cable to the tablet and the screen dims down and then brightens up up when cable replaced.
Expert:  Richard replied 1 year ago.
ok, this is why my initial instructions did not workrestart the Tablet with the keyboard connected, does the keyboard then work?
Customer: replied 1 year ago.
No it is not working.
Expert:  Richard replied 1 year ago.
Can you try another keyboard please.
Customer: replied 1 year ago.
I only have the keyboard I am using.
Expert:  Richard replied 1 year ago.
ok, can you try a different port in the Tablet please.
And then restart the Tablet
Customer: replied 1 year ago.
Nothing happens.
Expert:  Richard replied 1 year ago.
Ok, your going to have to return it then. Without the keyboard registering there is no way to perform the reset procedure. It points to a fault with the USB ports as the Keyboard should register.
I am really sorry about this and you are going to have to return the Tablet to have it replaced as it cannot be reset. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
Thank you
Customer: replied 1 year ago.
I take it I will not be charged for this.
Expert:  Richard replied 1 year ago.
It is for my service you are paying for, why would I give this service free of charge? I cannot change the fact you have a hardware issue with your Tablet, I can only tell you how the reset is done, confirm the issue which I did then tell you what you need to do. I am not sure why you would feel I would do this free of charge. Can you please explain this?
Customer: replied 1 year ago.
Yes under the heading for your add it states that if you you are not satisfied with the answer then you will not be charged. As I am not satisfied then I should not be charged.
Expert:  Richard replied 1 year ago.
right, except I know you will still use the answer, anywaygo here http://ww2.justanswer.com/help/how-can-i-request-refund

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