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Byron
Byron, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 2068
Experience:  A+ MCSE with over 12 years experience.
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I have just bought a new computer with windows 10 now i

Customer Question

i have just bought a new computer with windows 10 now i cannot sign in because it wiil not accept my password. this happened after i shut it down can you please send my password ***** my mobile phone the number is *****(###) ###-####email address is***@******.***
***** *****on
ps i am using my old computer to contact you
Submitted: 4 months ago.
Category: Microsoft Office
Expert:  Byron replied 4 months ago.

Hi Daniel. My name is***** you for your question and the opportunity to assist.

On the sign-in screen is it showing your *****@******.***

email address?

Customer: replied 4 months ago.
that is my new email address on the new computer to connect you to the new device i would need to disconnect this devise and plug the internet cable into the new device
Expert:  Byron replied 4 months ago.

Thank you.

A text message was just sent to your phone containing a reset code. Please open the text message

and send me the code.

Customer: replied 4 months ago.
i will give the code that has just been sent because i can not pay out any more money because i dont have a lot***** *****on
Expert:  Byron replied 4 months ago.

Ignore the pop-up message. It's system-generated. This won't cost any extra.

Send me the code please as it's time sensitive and expires if not used.

Customer: replied 4 months ago.
the code i was sent is (###) ###-####
Expert:  Byron replied 4 months ago.

Thank you. You're new password *****: Promenade11

Before logging in to your new computer it is very important that your computer has an internet connection

before you try to log in as your password ***** ***** over the internet on a Microsoft server. In Windows 10 there are three icons in the lower right area of the screen.

The leftmost of those is your network icon. Plug your network cable in to the new

computer and restart it. Once it comes up to the login screen hover your mouse cursor over the network icon.

You should see a pop up that says your are connected.

Then enter your password ***** log in.

Once logged in, open your email. You should see messages from JustAnswer. Open the latest one

and click the View your Answer box and it should return you to this page.

Customer: replied 4 months ago.
i have just tried that and it still says password ***** ***** also i have been getting the wifi symbol appearing with a red cross on it so i have just tried the re start agian
Expert:  Byron replied 4 months ago.

I was under the impression that the computer was connecting to the internet via network cable.

Customer: replied 4 months ago.
even with the cable conneceted it is still wont let me in
Expert:  Byron replied 4 months ago.

Is it connected to the internet. You can click this link: http://account.live.com/

and verify the password *****

Is the machine telling you that it is connected to the internet?

Customer: replied 4 months ago.
when i click on the left icon at the bottom right of the screen
Expert:  Byron replied 4 months ago.

Then we'll need to reset the PC and you can start over.

The rightmost of the 3 icon in the lower right of the screen is the Power icon.

On your keyboard:

While holding down the Shift key left click the Power icon and select Restart.

Release the Shift key when you see "Please Wait"

The next page should be titled "Choose an Option"

click Troubleshoot

click Reset this PC

click Remove Everything

click Just Remove Files

and reset the PC.

It will reload Windows and

you'll be able to start fresh.

Expert:  Byron replied 4 months ago.

Hi Daniel. Has the reset started?

Customer: replied 4 months ago.
i have followed your instructions but only got as far as reset this pc then it said enter password ***** this account [email protected] .com but it still wont except my password
Expert:  Byron replied 4 months ago.

You selected the Keep my Files option (that option will ask for a password)

Please repeat the procedure and select Remove Everything.

Expert:  Byron replied 4 months ago.

What is the brand and model of your new computer?

Customer: replied 4 months ago.
it is a hewlet packard model 15ac106na
Expert:  Byron replied 4 months ago.

Thank you. Please try the reset once more and let me know.

Expert:  Byron replied 4 months ago.

What percentage is the reset at now, Daniel?

Customer: replied 4 months ago.
i have now managed to get through the reset now i have got to wait while the pc resets it's self at the moment it is only at 1% so it could take some time
Customer: replied 4 months ago.
itis now at 37%
Expert:  Byron replied 4 months ago.

Thank you.

That's 37% of the first of 3 steps.

While you are waiting for that to complete, go here: https://account.microsoft.com/about

click the blue Sign In box

enter your***@******.*** email address

and Promenade11 password.

Once logged in, on the left side of the page click Change Password *****

change the password ***** something of your liking.

Customer: replied 4 months ago.
i have just clicked on the link but all it gives me is my old hotmail address it won't give me the new one
Expert:  Byron replied 4 months ago.

Delete the old address and type in your new address and password.

Customer: replied 4 months ago.
it wont let me delete anything
Expert:  Byron replied 4 months ago.

Do you see your name in the top right corner of the screen?

Expert:  Byron replied 4 months ago.

What about this link: http://account.live.com/

Customer: replied 4 months ago.
the account live link wont let me change email or password
Expert:  Byron replied 4 months ago.

We'll deal with that later. How far along is the reset?

Customer: replied 4 months ago.
it is now 99%
Expert:  Byron replied 4 months ago.

It is imperative that the computer have an Internet

Connection when you set it up.

Customer: replied 4 months ago.
the install is now complete it now wants me to sign in to my mircosoft account with email or phone and password
Expert:  Byron replied 4 months ago.

Use your new outlook.com email

address and password

Promenade11

Expert:  Byron replied 4 months ago.

Hi Daniel. Is the new laptop all set up now?

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