Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.
On which computer did the Windows 10 upgrade occur, please?
And, on which computer does the PIN not work, please? more details are needed, for me to answer your question.
Was the PIN not recognized on the same computer that had the Windows 10 upgrade?
If so, what screen is prompting for a PIN, please?
The entry screen meaning the screen that needs your Windows login?
What does 'the entry screen' say, please? whatever text is on it. It might be something unusual that needs a specific response.
Had you established a PIN before this?
Or is it absolutely unknown to you?
Check the CapsLock status, make sure it is Off.
Then try re-entering your PIN.
Was the computer possibly subject to someone else changing the PIN in question? left unlocked and unattended etc.?
Try re-starting your computer.
Then make sure CapsLock is Off, by pressing it, observing the status, then pressing it again to make sure it is Off.
Then, tap both Shift keys, lightly but sharply... in case one of them is stuck down.
Then, try your PIN again. Carefully, of course.
Then I regret to say, I have no cure and no advice or ideas left on this subject... and I'm sorry to have to say it.
If nothing changed it, and the keyboard doesn't have a Shift key stuck down, then the PIN should work.
I have Opted Out, in case another Expert has another idea on this question.
thank you very much for your question. My name is***** and I will try to help you as quick possible.
When you say that it shows "your name" on the login-screen, can you let me know that name please? Is it a name with a @outlook.com or any @X at the end? Or just a plain name like "Colin"?
Thanks for your patience and best regards,
Thanks for your reply and patience, I am here, just not 24 hours a day as you can imagine. Is there any email address shown below the "Colin Clark" entry?
OK, thank you. How experienced are you with creating a boot USB-stick? Because the only solution we have left now, is to boot your computer via special USB-stick that we need to prepare and that can then reset your password ***** that account this way. This is the only option you have right now. Let me know if you want me to guide you through this process.
Thank you, ***** ***** won´t be available today and don´t want to let you wait to long, I will open your question to other experts that will help you quickly for sure as well. Thank you very much and have a nice Sunday.
I'm sorry about the issue. I'm another tech; I will help you with this. So at the PIN screen, click on the icons / options under "Sign-in options" for the Password ***** and it does not show any email address.
- Is it okay to reset the Toshiba laptop fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?
Please reply at the box below. Thank you,
Thank you. Please answer the following question:
Thank you. Please try the following steps on the Toshiba laptop:
- Do you see a menu / the Troubleshoot option when trying the above steps on the Toshiba laptop?
Please reply at the box below to continue. Thank you,
What are the options on the menu?
Please let me know. Thank you,
Please select option " Just remove my files" and continue. Please let me know. Thank you,
OK, please click on Reset. Thank you,
OK, please let it resetting, and keep me updated. Thank you,
Hello! My name is*****I am a certified computer professional who will assist you.It looks like the previous Expert is not available any more. I can continue assisting you.Please completely shut down the computer with the problem and leave it turned off for about 2 minutes. After that, start it normally and let me know if there are any changes.Thanks,IT Miro
Since Windows 10 couldn't automatically re-install, you will need to use a Windows 10 installation media. It can be a DVD or a USB flash drive.
Let me know if you have already created a Windows 10 installation media.
Hello again!I am following up with you to see if you require further assistance. Let me know by sending me a reply below.Thanks,IT Miro
Hello!Let me know if you were able to receive my messages.
Hello again! Thanks for writing back.
Windows 10 installation media allows you to re-install Windows 10. It can be either a disk or a USB drive.
In case you don't have Windows 10 installation disk or USB drive, I can provide the instructions on how to create it for free, so that you can use it re-install Windows 10. All you need to have is either a blank DVD disk or a USB drive, as well as any computer that is working and can access the Internet.
Let me know if you need the instructions.
Hello! Here are the instructions for creating a bootable Windows 10 USB flash drive (stick):
1. Use any working computer with Internet access, and open a web browser and go to this web address:
2. There click on the Download tool now button. It will then prompt you to download a file named MediaCreationTool. It is used to download the Windows 10 image file required for creating an installation media
3. Run the downloaded tool and select the Create installation media for another PC option and click Next. Un-check the check-box at the bottom and select the same Windows 10 version that is installed on your computer, and click Next. "Windows 10" refers to the Windows 10 Home edition, and "Windows 10 Pro" refers to the Windows 10 Professional edition
4. You will then be able to choose between creating a bootable USB flash drive or a bootable disc (ISO file). To proceed with creating a bootable USB flash drive (stick), insert it into your computer and select the USB flash drive option, and click Next
5. The setup will then download the Windows 10 image file which is about 3 GB in size. It will then format the USB flash drive which will delete all files currently stored there, so make sure you have copied everything you need from the USB drive to your working computer
6. Follow the instructions to finish creating a bootable Windows 10 USB flash drive
7. When done, un-plug it from the current computer and plug it into the computer where you need to repair or re-install Windows 10
8. In order for the computer to load the Windows 10 USB flash drive, you need to select booting from the USB drive. That can be done by pressing the F10 or F12 key right after powering on the computer if quick boot menu selection is supported. If not, you will need to access the BIOS settings and set booting from a USB drive as a default boot option. Pressing the F1 or F2 or Delete key while powering on the computer should take you to the BIOS
9. When your computer loads the USB drive and displays the Windows 10 Setup, you can either repair the current installation or choose to re-install Windows 10
If you require further assistance, let me know.
In case none of the keys work, please tell me the exact model of your Toshiba laptop and I will check if there is any other key you need to press in order to have the USB stick loaded. You should find the model number at the bottom of the laptop.
Also, to confirm, in case you don't press anything other than the power button to start the laptop, do you see the same prompt for a PIN that doesn't work?
Can you click on "Install Windows"? If not, what options shown on the screen are clickable?
OK, you will need to use the USB media to re-install Windows 10.
I checked for the correct procedure of entering the BIOS settings for your laptop model.
Here is what to do:
1. Shut down the laptop
2. Press and hold down the F2 key and then press the power button to start the laptop. Continue to press the F2 key until you see the BIOS screen with several tabs
Let me know if it worked.
Let's try with another way.
You mentioned seeing the "Install Windows" option. Please check if there is "Repair your computer" option available as well.
If not, check if you can see any other option, such as "Troubleshoot", "Refresh your PC", "Reset your PC", etc
I am not sure why everything fails or is not available. I don't see any other way other than to reset the laptop to factory condition. That will re-install the Windows, but will also erase everything on the laptop. If you would like to proceed with a factory reset, I can provide the full instructions for you.
The factory restore I mentioned doesn't require you to download anything from the Internet, nor to use a USB or disk since Toshiba has a built-in recovery manager. You just need to access it with a specific key combination, which I hope will work for you. However, as also I mentioned, the process will clear the entire hard drive contents and then re-install Windows from scratch. Proceed with the factory restore only if you don't have important files saved on your Toshiba laptop.
Here are the instructions:
1. Connect a power adapter in case the Toshiba laptop is currently powered on battery
2. Completely shut it down by pressing and holding down the power button
3. While the laptop is turned off, press the 0 (zero) key on the keyboard and hold it while pressing the power button to power the laptop back on
4. Continue to hold down the 0 (zero) key while the laptop is powering on
5. Moments later, you should see a recovery screen where you are prompted to continue. You can then release the 0 (zero) key. Select Yes
6. Select "Recovery of Factory Default Software", and click Next
7. Select "Recover to out-of-box state", and click Next again
8. Finally, click Next again to Start the recovery. It usually takes up to 30 minutes for the recovery to finish
Here are the video instructions as well (YouTube video):
Note that if your laptop originally came with Windows 7 installed, it will then re-install Windows 7. If the restoration worked, you can either continue to use Windows 7, or I can provide the instructions on how to quickly upgrade to Windows 10 again.
I am sorry it didn't work. It looks like none of the repair methods could be applied to your laptop for some reason. I am not sure why is that. I am starting to think this could be a hardware problem since accessing the BIOS as well as the recovery manager didn't work.
I am starting to run out of ideas. What I can think of next is to try the following:
1. Completely turn off the laptop
2. Disconnect the power connector from the laptop as well as any other hardware that is connected (mouse, printer, external hard disk drive, etc)
3. Turn the laptop over and remove the laptop battery
4. Press and hold the power button for 30 seconds, and then release it
5. Now re-connect the battery and the power adapter and turn the laptop onCheck if you can see something on the display.
If the problem is still there, please turn your laptop:
- when only the laptop battery is connected, without the power adapter
- when only the power adapter is connected, without the laptop battery
Let me know how it went.
I am sorry to see the problem persists. I don't have an explanation as to why all the repair methods don't work for your laptop.
You can try once again to use the USB disk you created for re-installing Windows 10. Insert it into your Toshiba laptop and restart the laptop. Power it on and then test these F keys again:
So, first power on the laptop and immediately start pressing only the F1 key. If nothing happens, restart it and then start pressing only the F2 key. Do the same for all the F-keys mentioned here.
If none of the F-key started the Windows Setup from the USB disk, you can try again with the Toshiba factory restoration by pressing and holding down the 0 (zero) key while the laptop is powering on.
If that doesn't work as well, then I am afraid you will need to contact the Toshiba support and ask them if there is any other method that you can use to reset the laptop to factory defaults for your Toshiba model since the usual reset method doesn't work. You can call the Toshiba support on this UK number: (+44) 1932 841600
I am glad to see pressing the F2 key worked. It shows you the Setup Utility or the BIOS screen. You should see the Boot tab there, so please use the arrow keys on the keyboard to go there. Once you have selected it, you need to set Removable Devices at the top of the list. Use the + and - keys to change the order. After you have done that, press the F10 key and then Y and Enter to save the changes and exit.
The laptop will then restart and should automatically load the Windows 10 setup from the USB disk.
Hello again! How is it going?
May I know what is the current status of the laptop problem? Were you able to set booting from your USB drive?
OK, no problem.
If you encounter any other issue, let me know. I will do my best to help you solve it.