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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 75443
Experience:  Electronics Engineer
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I’ve been hacked and I have changed my password via phone

Customer Question

I’ve been hacked and I have changed my password ***** phone but it still won’t let me into my computer
JA: When were you last able to use your phone?
Customer: my phone is fine it’s my desk top
JA: Have you tried a Factory Reset? This will erase the phone's contents, but the Smartphone Expert can walk you through restoring your photos, contacts and other data from a backup (if you have one).
Customer: it’s no my phone
JA: Anything else you want the Smartphone Expert to know before I connect you?
Customer: no
Submitted: 10 days ago.
Category: Electronics
Expert:  Richard replied 10 days ago.

Hi there and welcome to Just Answer, my name is ***** ***** I look forward to helping you.
I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.
Please disconnect the power cable to the computer then hold the power button in for 60 seconds then release.
Then connect the power cable, power it on and tell me how it now functions.
Please let me know the results.
Thank you

Customer: replied 10 days ago.
It’s booted up to the screen where I have to insert my password
Expert:  Richard replied 10 days ago.

For your windows computer?

Customer: replied 10 days ago.
What happens now
Customer: replied 10 days ago.
Customer: replied 10 days ago.
It’s my windows computer
Expert:  Richard replied 10 days ago.

Does it show as connected to the internet via the wifi icon there?

Customer: replied 10 days ago.
No
Expert:  Richard replied 10 days ago.

Click the wifi icon and connect to your wifi network please

Customer: replied 10 days ago.
Hi Richard I can only go this far
Expert:  Richard replied 10 days ago.

yes, Click the wifi icon and connect to your wifi network please

Customer: replied 10 days ago.
How do I do that please
Expert:  Richard replied 10 days ago.

You click the wifi icon.

The one you clicked before to see if it is connected, that you told me it was not connected.

Customer: replied 10 days ago.
Sorry I don’t know if I’m connected as I can only get to the screen that asks you for your password ***** in the picture I sent
Expert:  Richard replied 10 days ago.

Click on Sign in options and look for the wifi icon please

Customer: replied 10 days ago.
There is no WiFi that I can see
Expert:  Richard replied 10 days ago.

ok, then there is no way to reset this online as you used an internal account, not an email address as the sign in.

In this situation you have to reinstall windows, there is no way to get around this. It will remove all your data and return the computer to new, but you cannot avoid this, it is the whole point of the security.

To do this, on the password ***** hold the SHIFT key on the keyboard and with it held down, click on the power icon on the screen then restart.

Keep shift held down until it has restarted and your at a menu.

Choose from this menu, Troubleshoot, then Reset My PC.

You will have to choose to remove all your files for this to work.

Let this complete and once it has, you will need to setup your computer again just like when you first received it.

Let me know please how you go.

Customer: replied 10 days ago.
It won’t recognise my password ***** I changed online via my phone on my Microsoft account this morning
Expert:  Richard replied 10 days ago.

yes, this is why you need to reset the computer as per my last instructions please.

Customer: replied 10 days ago.
Oh sorry
Expert:  Richard replied 10 days ago.

No problem at all.

Customer: replied 10 days ago.
Cloud download or local reinstall
Expert:  Richard replied 10 days ago.

local please

Customer: replied 10 days ago.
Just remove my files ?
Expert:  Richard replied 10 days ago.

You will have to choose to remove all your files for this to work.

Let this complete and once it has, you will need to setup your computer again just like when you first received it.

Let me know please how you go.

Customer: replied 10 days ago.
it’s restarted so there is no way I can get any previous files from the c drive
Expert:  Richard replied 10 days ago.

No sorry there is not

Customer: replied 10 days ago.
Ok thank you for your help
Expert:  Richard replied 10 days ago.

You are welcome