Microsoft Office Questions? Ask a IT Expert for Support ASAP
Hi there and welcome
To check, you indicate a problem entering your computer but then you indicate your Phone.
To be clear, first, where is the issue lying, with the computer or phone?
ok, but can you actually enter the computer at all? What exactly is the issue on the computer? Or you cannot sign in at all?
ok, which version of windows are you using?
ok, on the computer your talking to me now on do the following please.
go to www.teamviewer.com
Click on Download in the middle of the page
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect
on what device are you talking to me now on?
ok, on top of the password ***** is the email address used to sign in, what is this address?
do you have the phone ending in 53 with you? If so, what are the last 4 digits?
ok, but that is what is on the account. Fo you recall whos phone number you used when setting up the account?
Sorry, I need to know
do you recall whos phone number you used when setting up the account?
ok, do you recall the full number?
It is important else you will lose the data on the computer as we would need to reset it.
I need to know if you still have access to the phone number ending in 53, this is a no correct? You do not anymore?
ill call you Chris, one moment
ok, you will as you cannot log into this one anymore.
But you need to reset the PC to unlock it, it will remove the data on it and return it to new, but it is the whole point of the security
To do this
On the sign in screen, hold SHIFT and with it held down, click the power icon then click restart.
Keep shift held down until it has restarted and your at a menu
Choose Troubleshoot, Reset MY Pc, then you have to choose remove my files.
this will then reinstall windows and you can then set it up again, setting up a new outlook account that you can then use going forward.
IT is the one under Caps Lock on the left
ok, thats because it is set to US, but it is not needed for this procedure
I will repeat the instructions as you did not do as specified.
Ill call Chris