My lap top was supposedly locked and I phoned a number Microsoft?
Short summary:
- Recommend doing a system refresh by going to Settings > System > Recovery and choosing the "reset this PC" option while keeping personal files.
- Chose to keep personal files during the reset process.
- Wait for the laptop to prepare for the reset.
- Initiate the reset process.
- Wait for the laptop to reload after the recovery.
- Reload the laptop if needed after the reset.
Hello, thank you for using Howly.
Please, tell me what did they say to you.
Computer locked because I'd picked up a virus
Okay, understood!
What troubleshooting have you done so far?
I gave them control of the compueter and they installed sofware
Did you try to reload your computer?
No , think I may have
Are they still having control of your computer?
no
Can you tell me what can you see when you try to get access to your computer?
I have now turned of teh lap top and am speaking to you from my desktop
Okay, understood!
Please, provide me with the model of your laptop and the operating system that it runs.
Lennova Windows 11?
Okay, thank you!
Please, turn on your laptop and tell me what can you see on the screen.
OK
screen picture with time and date
also wifi symbol at bottom right
Please, check all of the information on the laptop. Your documents, pictures, etc.
loging in now
ok in
Now, please, turn off the Wi-Fi on the laptop.
nervous ok
Just click on the Wi-Fi icon and click on DISCONNECT.
done
Thanks!
Now, please, tap on the Windows icon and open the settings.
There you can find the ACCOUNT. Please, open it.
done in settings
Is there your email under the account?
no
Please, tell me what can you see there.
account settings
Can you take a picture of the screen and send it to me from your email?
ok
Please, send it to help@howly.com
did you get it
Yes, thank you!
The best way to solve this issue is to do a system refresh. No need to backup data as this keeps your personal files but it will remove all non-preinstalled apps that came with Windows.
To do so, go to Settings > Systems > Recovery, and choose the "reset this PC" option, and then choose the option that keeps your personal files.
OK
will I do it?
Yes, please.
it says keep or remove files?
Keep the files. It will save all f the files you have on your laptop.
curent settings or change settings
Current settings, please.
do I have to have the internet on?
Yes, please, let it be turned on.
it won't let me select current settings?
Can you send me a screenshot, please?
did you get it?
Please, click on NEXT.
have to plug in
now workin
Okay, great!
What can you see now on your screen?
getting things ready ....this wont take long
Got it!
now ready to reset
Your laptop will reload after the recovery.
press reset/
Yes, please. Now reset your laptop.
ok
preparing 54%
Okay, thanks!
After resetting reload your laptop if needed.
will it then be safe to use?
Yes.
still preparing
bit late and am tired
I need to ask you not to share your personal info with anybody.
To ensure your safety, it’s considered best to have a powerful Antivirus tool.
son is buying me a new laptop . maybe good to have one of your people to set it up
We are 24/7 available to help!
thanks
Thank you, for choosing our service! We are always happy to help, and if you have any further questions, please do not hesitate to contact us anytime.
Have a great one!
Get answers until you're satisfied
14 verified experts are online now
No comments yet...
What about starting a discussion? Be the first to share your thoughts!
