Hi there Alan and welcome
First to clarify is the password ***** signing into the computer? Or for accessing your microsoft emails?
Please let me know
When they sent the number to your wife, this was the verification code that you needed to enter in. Did you enter this in to change the password?
I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.
Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.
I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.
Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.
If you want remote click get extra help. If not simply reply to me.
Thats ok, accept the offer here and I can connect to the desktop and we can resolve this.
On your desktop with the problem,
Can you 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
you did, so please do the instructions I gave so I can resolve this,
I will repeat them again
you need to run the file that you downloaded please Alan, it is called Teamviewer
ok, looks correct, but you closed the program, you need to leave it open. Open it again please and tell me the new password ***** gives you and leave it open
yes, remember I said you had to do this on the desktop so do the same instructions on your desktop and leave the program open and running and give me the ID and Password *****