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Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 44526
Experience:  Over 15 year experience resolving Microsoft Office Issues
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I cannot log into my computer as it is asking password

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I cannot log into my computer as it is asking password ***** outlook. I have never had a password ***** this computer and I am not sure if my son has done it in error but he doesn't know either. I do not know what to do to get into my desktop
Thank you
Thank you question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
Can you tell me please which version of windows you have installed on the computer?
Thank you
Customer: replied 3 years ago.

I'm not actually sure it was installed at PC World and the only information I have it Office 365 which has word, excel, powerpoint, onenote and outlook. It doesn't have a year on the details but the computer was purchased Jan 2015 so I would presume it has the latest windows?

Yes it will have windows 8, good deduction work Joanne!
you have three options here which I will list out. As this is security, there is no simple solution, but any of these three options will work, it will just depend on how commfortable you feel doing them.
1)Reinstall the computer. This means you reinstall windows but lose all your data on the computer. It is not ideal, but the easiest way to do this. option, on the log in screen, hold down the SHIFT button and with it held down, click the power icon and choose restart. Keep SHIFT held until it has restarted into a menu. Choose Troubleshoot, then Reset my PC. This returns the PC to new, so you can set it up again.
2) Take it to a computer store, have them take out the hard drive and copy out your data to another disk. Then the reinstall can be done and you wont lose your data. Programs you have to install again.
3) This is the most complex solution, but it will mean you will not lose your data or programs and can do this yourself
Save this file to your computer
Click Me
After downloading the ZIP file, locate it and double-click on it. Select "Extract All." Extract the files to the same folder the ZIP file is in.
The .ISO file is a CD image file used to create a bootable CD. The file must be burned as a bootable CD - not as a data file - to a CD. If you don't know how to do this, the simplest method is to download the freeware ISO burner at the link below:
Choose the appropriate version system (at present, version 3.1 Vista and Windows 7.) Download the installation file to a convenient folder. After downloading it, right-click on the file and select "Install." Now go back to the .ISO file, right-click on it, and select "Copy image to CD."
After burning the bootable CD, put it in your problem computer and restart the computer. Tap anykey to have the disk load.
Follow the instructions given on the screen to change the password ***** the target account.
This video shows you how to do the instructions I explained
After completing the reset procedure, remove the CD from the drive and restart the system. The password ***** the target account is now set to whatever you chose.
You will have to do one of these three options to get access to the computer again.
If you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
Thank you
Customer: replied 3 years ago.

I don't have any data on the computer yet as only started using it last Saturday so I think it wouldn't matter if I reset it. Will I then need to reinstall windows or office?

Also when you say power icon do you mean the actual power on / off button?

Can you wait while I try this?



This reinstalls Windows, so Office you would need to do again.
The power icon is on the sign in screen, not the physical button but the icon .
I am here till this is done Joanne, so yes, I will be waiting.
Richard and other Microsoft Specialists are ready to help you
Customer: replied 3 years ago.

Thank you it worked! I am having trouble installing Office again as it doesn't want to accept my product key number but I am going to call the help line.

Thank you so much


your most welcome Joanne!
All the best