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jstinehelfer
jstinehelfer, Information Systems Manager
Category: Microsoft Office
Satisfied Customers: 23
Experience:  A+ Comptia Certified computer repair
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Can you help we have 2 computers in our hair salon and one

Customer Question

Hi can you help we have 2 computers in our hair salon and one updated to Windows 10 on tue and now we are locked out and we never had log I details before and now we can't access computer ? Has it been hacked ?
Submitted: 5 months ago.
Category: Microsoft Office
Expert:  Byron replied 5 months ago.

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?

Customer: replied 5 months ago.
how do we get back into system ! It's stuck on desktop picture and asking for password ***** we never set up ??
Customer: replied 5 months ago.
It has***@******.***
And asking for a password
Expert:  Byron replied 5 months ago.

Does it show a username and/or email address on that screen?

Customer: replied 5 months ago.
It has
Mary Murtagh which is my name and***@******.*** which is not my email address ??
Expert:  Byron replied 5 months ago.

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?

Customer: replied 5 months ago.
No hasn't been backed up as I can't get into it and I don't know how to back it up. I've a lot of files on it that I can't loose need them
Expert:  Byron replied 5 months ago.

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.

Customer: replied 5 months ago.
No body entered***@******.*** ???
Expert:  Byron replied 5 months ago.

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.

Customer: replied 5 months ago.
will we loose everything off it
Expert:  Byron replied 5 months ago.

Unless your files are backed up prior to the reset, yes.

Customer: replied 5 months ago.
If we get someone to back up all our files do you restart it or do we get someone else to do it
Expert:  Byron replied 5 months ago.

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.

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