We regret the inconvenience you have experienced with this computer. If the account used for Windows 10 is the same as the Windows LIVE account, then it may be possible to reset the password by following this link: https://account.live.com/password/reset. The other option would be to perform a hard reset on the laptop. This will erase all added information, but will provide access to the computer. From the SIGN-IN screen, hold SHIFT, then click POWER and then RESTART. After the restart, go to TROUBLESHOOT and then RESET THIS PC. If there are still difficulties after these suggestions, please contact our Customer Interactive Center at 800-243-0000.
Date published: 2017-01-30