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2 Posts
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8284
July 10th, 2014 10:00
After Factory Restore can no longer log on.
I am helping a friend with her grandson's computer. The laptop is a Dell Inspiron N5050 with Win7. He apparently acquired a rootkit (virus protection had lapsed a year ago). I obtained his user name and password and, after multiple recovery attempts, restored the computer back to factory settings. Now, the user name and/or password are not recognized. I have checked with grandmother, father, grandson, etc. and they insist that I have the correct user name and password, yet I cannot log on. Any suggestions? I am a retired computer science teacher and help friends with their computers, especially when the family cannot afford to pay for assistance as in this case.
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Dell-Nabeel A
50 Posts
0
July 12th, 2014 03:00
Hi bevcox,
Please check if you are trying to enter the username and password with the CAPS lock turned On.
If the system is restored back to factory settings. All the user data will be removed including username, password and user profiles. After restoring the system to factory setting, did you setup a username and password? As the old username and password will no longer work.
If nothing works, then you must restore the system back to factory settings again and then set a new username and password
You can refer this link for instructions on Dell windows 7 factory restore: http://bit.ly/1sKnkyY
bevcox
2 Posts
0
July 15th, 2014 09:00
No help in figuring out what happened (rootkit or some other boot block problem is most likely), but Dell sent restore CD along with driver CD and solved the problem! The disks arrived in a couple of days and, after a total reinstall from CD, the laptop is restored to full working order. It was impossible to restore from the partition on the laptop. Thanks Dell.