Login woes in Safe Mode

  1.    12 Apr 2018 #1

    Login woes in Safe Mode

    I am working on a computer running Windows 10, 64-bit. The model computer is an HP 15-f211wm laptop. A friend brought it over saying there was a problem with sound and thought it may be infected. I saw Malwarebytes was already installed. I updated it using an ethernet connection. I then disabled system protection (i.e. System Restore) and set the computer to automatically boot into Safe Mode.

    This is where the nightmare begins. I cannot log on to the computer in Safe Mode using the password that worked just fine when it was 'normal' mode. I have tried it NUMEROUS times. I tried booting into Safe Mode with Networking, but the machine does not recognize ANY connections, wired or wireless. I can see the light come on when I plug in an ethernet cable. The wifi light is orange. I do not see any switches on the machine. Press "Fn + F12" accomplishes nothing. There are no connections available when I click the networking icon. in fact, it has an icon of an "X" over it.

    I tried utilizing the Command Prompt feature available found by holding down shift and clicking "restart" from the power button icon. That takes me to a screen where I can see my friend's Gmail address. I sent her an email with instructions to reset her Microsoft Live password, but that password does not work nor does the one I used to log on using "normal" mode.

    All I want to do is find a way to get on to the computer without losing any of her data. I do have a UBCD disk and utilized the password reset feature in it on another computer months ago, but that caused a loss of all pictures, files, within the user account of the password I reset. I would GREATLY appreciate any help that can be offered. Thank you!
      My ComputerSystem Spec

  2.    13 Apr 2018 #2

    I do have a UBCD disk
    Boot off of the UBCD disc and browse the User files and backup the data to an external USB HDD.
    It sounds like the Virus is effecting the Login or use of keyboard.
    Once safely backed up, if you have the Windows installer, you can boot off of that and choose your Language, then Repair Your Computer. Or just wipe the computer and do a fresh install.
      My ComputerSystem Spec


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