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Florangel
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I bought my sister a HP Pavilion laptop. She is technically challenged. She made up an email and pas

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Pavilion 15-n019wm
Microsoft Windows 8.1 (32-bit)

I bought my sister an HP Pavilion laptop a couple years back. She has no technical skills. She made up an email and password but doesn't remember her password. I've tried F11 on startup to set laptop to factory settings. It didn't work. Nothing has worked! Please help!!!!

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banhien
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Hi,

 

Did she use Microsoft account email ? Please try

 

    https://www.howtogeek.com/222262/how-to-reset-your-forgotten-password-in-windows-10/

 

If other account, what is it ? Gmail, Yahoo ....

 

Regards.

BH
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Florangel
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Thanks for getting back to me.  

 

My sister used an account she didn't have, outlook.com. Since I posted my question, I've found out more.

While trying to do a system default restore, using F11 on startup. There was a dialog box that reads: System restore could not be completed, due to an antivirus program not allowing it,

I asked my sister re antivirus program. She used a trial version of Norton

 

Is the laptop a total loss?

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banhien
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@Florangel wrote:

... My sister used an account she didn't have, outlook.com....


Hi,

 

Outlook.com account is a Microsoft account. Please use above instructions to reset her password. She can use per phone and Microsoft will send more information for her to unlock her account and reset password.

 

Regards.

BH
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