Hi. My name is***** you for your question and the opportunity to assist.
Your computer has not been hacked. On the computer sign in screen does it show a username
and email address?
Does it show a username and/or email address on that screen?
Thank you. We can reset the computer and get you back in to it. Has your data been backed up or is that not an issue?
If you have no knowledge of the email address: *****@******.***
it means that after the upgrade completed, someone had to be physically present at the
computer to enter that email address.
In order to recover your files the hard drive would need to be removed from the computer, attached to another
Windows machine and the files you need copied off to alternate storage.
If no one has any knowledge of this then there would be no way to recover a password.
In that situation the only way to get the machine operational again is to reset it.
Unless your files are backed up prior to the reset, yes.
Once the files are backed up and the drive placed back in the computer I can guide you through the reset process.
It isn't overly complicated.