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New surface 4 pro locked out due to new outlook email id

Customer Question

new surface 4 pro locked out due to new outlook email id password ***** the facial recognition failed and email id to login was fallback. trying to retrieve reset / password ***** the past 2 weeks without success..
Assistant: Thank you. Can you provide any more details to help us find you the right Expert?
Customer: ideally wish to recover outlook password. online retrieval response received that several attempts but not sufficient details provided. proposed solution is to set new account. but the forms do not allow for reason which is that a new surface 4 pro is locked-out dependent on the a new paaswword..
Submitted: 5 months ago.
Category: Microsoft Office
Expert:  Viet -MS Office Tech replied 5 months ago.

Hi,

I'm sorry about the issue. Is it okay to reset the new Surface 4 Pro computer fresh, so you can re-set it up fresh, like brand-new, with a new password ***** want?

- Is it okay to reset the computer fresh, then set up with your current working email address (or with a new email address you want)?

Please reply at the box below. Thank you,

Customer: replied 5 months ago.
Expert:  Viet -MS Office Tech replied 5 months ago.

Thank you. Please try the following steps:

  1. At the password ***** login screen, press and keep holding the Shift key on the keyboard.
  2. Click on the Power icon at the bottom right of the computer's screen, then click on the option Restart while still holding the Shift key.
  3. When a menu appears, then you can release the Shift key.
  4. When prompted, click on the Troubleshoot option.
  5. Then select the option Reset PC, and continue.
  6. When prompted, select the option "Removing everything" and "Just remove files.", and continue.

- Do you see a menu / the Troubleshoot option when trying the above steps?

Please reply at the box below to continue. Thank you,

Customer: replied 5 months ago.
How long do I have to try your solution?
Expert:  Viet -MS Office Tech replied 5 months ago.

You have as long as you need.

Please let me know. Thank you,

Customer: replied 5 months ago.
On testing your solution I will revert. Need to leave shortly. Most likely early afternoon. Will I have the options as you have listed above?
Expert:  Viet -MS Office Tech replied 5 months ago.

Yes, you will have the options as listed above. Please take your time. Also, I've emailed you (from JustAnswer / Viet.) Have you received my emails yet?

Please let me know. Thank you,

Customer: replied 5 months ago.
Just checked and received. I have an earlier excellent experience with "just answer" and will recap and revert and rate...
Expert:  Viet -MS Office Tech replied 5 months ago.

Thank you. If needed, here is another method:

  1. At the password ***** login screen, click on the Ease of Access icon at the bottom (it looks like a timer icon.)
  2. Click the option On-Screen Keyboard.
  3. Click on the left Shift key of the On-Screen Keyboard on the computer's screen.
  4. Click on the Power icon at the bottom, then click on Restart.
  5. When prompted, click on the Troubleshoot option.
  6. Then select the option Reset PC, and continue.
  7. When prompted, select the option "Removing everything" and "Just remove files.", and continue.

- I will likely be off my computer later, but you can always reply back to me any time, and please do not wait for me. I will reply / email you whenever I'm back at my computer.

Please try my suggestion whenever you can, then please let me know the result; I will help further as needed. Thank you,

Customer: replied 5 months ago.
Hi, SHIFT is Key on the left above "Ctrl"? "Ease of Access" is right of "Alt Gr"? Please advise. Thanks. Saif.
Customer: replied 5 months ago.
Hi, I have followed the instructions[1st option]. Asked for "enter the recovery key to get going again(keyboard layout:uk). Given is an ID 0e621557. it accepts 062155-7. I stopped from proceeding....below u reference to drive label "desktop-ppdpa1k" with [Continue]Await feedback. Appreciated.Kind regards, Saif.
Expert:  Joel Kalman replied 5 months ago.

Hello, I am pleased to have the opportunity to assist you. My name is ***** ***** I can help you solve your problem. It is very difficult to understand you. You are speaking some kind of brief UK English and using terminology that is undefined in my US English. I do not understand what you mean by your last message.

Expert:  Joel Kalman replied 5 months ago.

What do you mean by "recovery kay"? As far as I know, there is no difference between the English keyboard layout for the UK and the US.

Expert:  Joel Kalman replied 5 months ago.

What is this: "Given is an ID 0e621557. it accepts 062155-7."?

Expert:  Joel Kalman replied 5 months ago.

Why did you stop it from proceeding? To what and to whom are you referring when you say this: "..below u reference to drive label "desktop-ppdpa1k" with [Continue]"?

Expert:  Joel Kalman replied 5 months ago.

PERHAPS IF YOU CAN GIVE ME A NARRATIVE WHICH EXPLAINS ALL OF THE ABOVE CRYPTIC COMMENTS, I MAY BE ABLE TO ASSIST YOU WITH YOUR PROBLEM.

Customer: replied 5 months ago.
Morning Joel's, Difficult to focus during
Monday to Friday. I need to sort it and
Am sure we can crack it over the
Week end.Do you know the sequence of menu
Options to the point it starts factory
Settings from the keyboard response?
Expert:  Joel Kalman replied 5 months ago.

I do not understand your question. The factory reset procedure can be initiated either from the keyboard or from the menus. I would like to resolve this question before the end of the month, which is tomorrow.

Expert:  Joel Kalman replied 5 months ago.

I need a satisfactory rating before the end of the month, so that I can get paid for my services. If you can do that, we can continue the discussion afterwards.

Expert:  Joel Kalman replied 5 months ago.

after that.

Customer: replied 5 months ago.
No. I started this discussion with Viet and would like to continue to completion with him. You are in hurry to be paid. I do not have time to look at this issue until the week end. I have asked for this issue to revert to Viet. Sorry but I wish to complete the process with the same person.
Expert:  Joel Kalman replied 5 months ago.

The previous expert has opted out. I can resolve your question before the end of the month. The problem is that the way that you communicate with your written language is difficult to understand. Please try to expand your statements instead of compressing two or more things together into one brief statement, which makes it difficult to understand your intent.

Customer: replied 5 months ago.
Viet, Are you prepared to see me across the line? Your option 1, I am stuck at step 6 after the said selections. I am asked to provide a recovery key. On skipping the step, I am advised that the windows drive is locked. Any thoughts? Kind regards, Saif.
Expert:  Nicola-mod replied 5 months ago.
Hello,
It seems the professional has left this conversation. This happens occasionally, and it's usually because the professional thinks that someone else might be a better match for your question. I've been working hard to find a new professional to assist you with your question, but sometimes finding the right professional can take a little longer than expected.
I wonder whether you're OK with continuing to wait for an answer. If you are, please let me know and I will continue my search. If not, feel free to let me know and I will cancel this question for you.
Thank you!
Nicola
Customer: replied 5 months ago.
Nicola, I can wait. Best time for me to resolve is over the week end. Kind regards, Saif.
Expert:  Nicola-mod replied 5 months ago.
Hello,
We will continue to look for a Professional to assist you.
Thank you for your patience,
Nicola
Customer: replied 5 months ago.
Excellent...
Expert:  Nicola-mod replied 5 months ago.
Hello,
I apologise as we have not yet been able to find a Professional to assist you. Do you wish for me to continue to search for someone to assist you or would you like for us to close your question at this time?
Thank you for your patience,
Nicola
Customer: replied 5 months ago.
Please continue the search. Aim is to identify steps to restore to factory settings...Kind regards, Saif.
Expert:  Nicola-mod replied 5 months ago.
Hello,
We will continue to look for a Professional to assist you.
Thank you for your patience,
Nicola
Expert:  Nicola-mod replied 5 months ago.
Hello,
Please understand it is rare for us not to be able to find the right Professional to assist our customers. We can close this question and return your good faith deposit to the original funding source on request.
Please let me know how you wish to proceed and again I apologize for any inconvenience this may have caused.
I hope you will give JustAnswer a try again in the future,
Nicola
Customer: replied 5 months ago.
Nicola, If you cannot provide solution. Please close and return my deposit. Thank you. I will pursue with PCW. It is a brand new unit. Regards, Saif.

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