Need some computer help!

United States
May 28, 2016 7:57pm CST
And for probably the first time, it isn't me, and I probably already know the answer. This young girl I know, she said she didn't even know her friend had a laptop until today when she asked if she knew anyone who knows about computers. I guess this girl, who doesn't have wifi, would only get on while at her grandmother's and now suspects she has a virus. From what I gather, this girl doesn't know much about computers, she doesn't know the operating system (I suspect Windows 8 from the picture she took with her camera) and doesn't know if it even has an anti-virus and says the mouse isn't working. However, the last pictures she sent, was as far as she can go, and that is the sign-in to get into an account. In other words, she can't do anything (as far as I know) because she can't sign into the account because they can't remember the password, even with the password hint. I'm thinking she will have to spend some money by taking it to like Best Buy in order to even get into the account and once there, I can either help her with downloading an anti-virus or doing a system restore in order to get her computer running again. So, am I correct? There is no help other than taking it to a computer specialist?
6 people like this
8 responses
@JudyEv (134807)
• Bunbury, Australia
29 May 16
I can't help unfortunately but I'm sure there will be someone here who can.
2 people like this
• United States
29 May 16
I know there are a couple guys, but it has been a while and their names escape me. I am hoping at least one will pop up here.
2 people like this
@JudyEv (134807)
• Bunbury, Australia
29 May 16
@Carmelanirel2 DaddyEvil is one and I think Koalemos is another who might be able to help.
2 people like this
• United States
29 May 16
@JudyEv That's it!!! I am horrible at names, so I am tagging @DaddyEvil and @Koalemos because I see that she needs to reset it to factory settings, but I don't know how.
2 people like this
@GardenGerty (102494)
• United States
29 May 16
I bet you are right. I have never run up against that, but I write down my passwords. Of course it may come to here in her sleep.
2 people like this
• United States
29 May 16
I think she said her mom put the password on, so it depends on whether her mom will see it as important enough to try and remember. lol
@DaddyEvil (25922)
• Aurora, Missouri
29 May 16
It depends on what her O/S is whether we can assist her or not. If you know that it is Win8 or Win8.1 then it is fairly simple. But we do need to know which it is.
1 person likes this
• United States
30 May 16
I know, and I can only guess that since it was bought a few years ago and the screen she took a picture of looks a lot like 8, and since she doesn't use her computer a lot, I seriously doubt 10 was added.
1 person likes this
@DaddyEvil (25922)
• Aurora, Missouri
30 May 16
@Carmelanirel2 Uhm.... I prefer to know for sure. One fix might be fine, but the other could lock the pc down permanently. It would need a total wipe and a new OS installed. Sorry. Maybe one of the other tech people will risk it.
1 person likes this
• United States
30 May 16
@DaddyEvil Oh, so maybe she should take it to someplace like Best Buy that has people who can repair it? I'll tell her, thanks.
1 person likes this
29 May 16
That happened to me once (well, not the virus part, but the not being able to do ANYTHING part). I restored my whole system to factory settings, which deleted everything, but it got my precious computer to work with me again. I wish I backed up everything before I decided to mess up my PC
1 person likes this
• United States
29 May 16
How were you able to do that? Restore it to factory settings?
• United States
29 May 16
@GameAddict I will check that out, thanks.
29 May 16
@Carmelanirel2 No problem. I hope I helped!
1 person likes this
@yukimori (9070)
• United States
29 May 16
Depends on what sort of account she's trying to access. If it's a Microsoft account, that's not typically something Geek Squad can get back into. She'd have to contact Microsoft directly and see what they can do for her. Otherwise, GS can probably help restore access, but she'd have to verify with a local store to make sure. I'm honestly not as familiar with Geek Squad services as I am with a lot of the other products we carry. If there's nothing important on the system the cheaper (and easier) method would probably be to wipe it all and start from a factory image. I think there should be a way to force it to boot in recovery mode, so she may not even need a disc to do it.
1 person likes this
• United States
29 May 16
Well, I am pretty sure that Windows 8 (which I believe she has) is like Windows 10 and the account is connected to Microsoft (though I removed the link between getting into the account and my hotmail since it is a family computer). Interesting that you said "start from a factory image) because that is what she wanted to do, but I don't know how to do that even though I think I saw that option once on my laptop, but I didn't use it, instead I use the system restore to go back to a point where my computer messed up.
@yukimori (9070)
• United States
29 May 16
@Carmelanirel2 I'm not 100% sure how to do it offhand. I'll have to either look it up or pick one of the Agents' brains when they come in later this morning.
1 person likes this
• United States
29 May 16
@yukimori Thanks, I tagged a couple of members who might be able to help.
1 person likes this
@shaggin (37723)
• United States
30 May 16
I think because she knows so little about computers she probably should take it to someone to have it looked at.
1 person likes this
• United States
30 May 16
Definitely knows very little. I mean sure, when I got my first computer I didn't know what the operating system meant or what I had, but I was a lot older than this girl and I not only know what system I have, but I know some things I can uninstall, download and use my own security, among other things, and who taught me the most basic was my daughter who, probably like this girl, only used a computer at school. Then of course many people online have taught me a lot, like I didn't even know about defragging. I could go on and on, but what I'm saying is, at her age she should know a lot more.
• China
29 May 16
I think you are right.You have resolved a lot of problems of computer and know what some faults lie with.
1 person likes this
• United States
29 May 16
I'm hoping that following @GameAddict's instructions and/or seeing what the other computer members (a couple I have tagged) can tell me.
1 person likes this
@sugartoes (42520)
• Greencastle, Indiana
29 May 16
I'm no computer wizard so I sure couldn't help you there BUT if you THINK you can help her with what you know about them I'd give it a shot I mean hey if it's already messed up you'd know cause then YOU wouldn't be able to get in EITHER as I know mine is messed up cause I had my phone company who I have my internet set up with go in & couldn't do anything.
1 person likes this
• United States
29 May 16
If I can't help her once she is in her account, I know someone who might be able to remove any viruses she has. But it is getting into the account, which from what I gather is restoring it to factory settings, but I don't know how to do that.