How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Viet - Computer Tech Your Own Question

Viet - Computer Tech
Viet - Computer Tech, Other
Category: Software
Satisfied Customers: 35263
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
30037186
Type Your Software Question Here...
Viet - Computer Tech is online now

Up dated to 8.1 Saturday9/11/13. When opened on Monday my

Customer Question

Up dated to 8.1 Saturday9/11/13. When opened on Monday my password XXXXX not be accepted. Tried my old password XXXXX suggested but still not accepted. Now I cannot use the computer at all. Have used this very old computer to contact you. Using new computer (march 2013) references p6-2470ea, serial number CZC3031X3C delived complete with windows 8. HP although under guarantee will not help as I have moved to 8.1
Please therefore advised code to open my new computer and advised how I can return to windows 8.0 Thank you
Robin Taylor ([email protected])
Submitted: 3 years ago.
Category: Software
Expert:  Viet - Computer Tech replied 3 years ago.

Hello Robin! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.

I'm sorry about the issue. This is JustAnswer.com; we have online support. Since HP will not help you; I will assist you today if you still need help with this issue.

Have you tried to reset your Microsoft account at the website https://account.live.com/ResetPassword.aspx?

If that does not work, please turn off the hp computer, then turn it back on, then press the key F11 when the hp computer logo appears on the screen in order to troubleshoot menu, and do a reset of the computer. Please see the full instructions at the website below:

https://h10025.www1.hp.com/ewfrf/wc/document?docname=c03489643&lc=en&cc=us&dlc=en

(At that website, please scroll down, and click on the section "Recovery when Windows 8 does not start correctly.")

 

If that still does not work, at the login screen, press & keep holding the Shift key, then click on Power icon, then select the Restart option, then until a menu comes up, then you can release the Shift key, then select the troubleshoot / reset option.


Please let me know if there is still any issue. Thank you,

Customer: replied 3 years ago.


Viet - computer Tech


Thanks for reply which opened this morning. Items will not work as I cannot get past the opening screen which asks me for a password. I have tried the SHIFT key idea but that also does not work all it says "sticky keys?".


Can you help with a new password or should I get an expert which I would have to pay. Remember I am in my eighties and find this all very difficult.
I could ask my sons (best one in Worchestershire) the other in Glasgow.

Expert:  Viet - Computer Tech replied 3 years ago.
So you did try the F11 method, but it did not work?

Right after pressing & holding the Shift key, can you please click on the Power icon on the computer right away, then click on Restart right away (if you do it quick, it won't show the stickey keys notice.) Thank you

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Steve Herrod

    Steve Herrod

    Computer Support Specialist

    Satisfied Customers:

    160
    Familiar with a wide variety of software and experienced in user training/support
< Last | Next >
  • http://ww2.justanswer.com/uploads/SP/spherrod/2012-6-6_174244_1000852.64x64.JPG Steve Herrod's Avatar

    Steve Herrod

    Computer Support Specialist

    Satisfied Customers:

    160
    Familiar with a wide variety of software and experienced in user training/support
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    114
    Certified Software expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    112
    Computer Software Support specialist for more that 10 years
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S's Avatar

    Frederick S

    Computer Specialist

    Satisfied Customers:

    91
    Computer technician; founder of a home PC repair company.
  • http://ww2.justanswer.com/uploads/WA/wa94sound/2012-6-6_202633_iStock000007010121Small.64x64.jpg Bernie's Avatar

    Bernie

    Software Support

    Satisfied Customers:

    52
    6+ years experience, Microsoft MCDST/CompTia A+ Certified
  • http://ww2.justanswer.com/uploads/CH/chutz747/2011-11-6_14231_me.64x64.jpg The-PC-Guy's Avatar

    The-PC-Guy

    Software Engineer

    Satisfied Customers:

    38
    20 years experience providing remote computer support
  • http://ww2.justanswer.com/uploads/jnayes/2010-12-23_132454_japicbetter.jpg jnayes's Avatar

    jnayes

    Computer Support

    Satisfied Customers:

    37
    Network Administrator