Hello Marjorie,
Thank you for your response.
I appreciate your time.
I would suggest you to enable built-in administrator account using command prompt from Windows recovery environment
and check if it helps. Please follow these steps:
a. Do one of the following, depending on whether you have installation media (such as a DVD or USB flash drive):
- If you have installation media for Windows, start (or boot) your computer from the installation media. Insert the DVD or USB flash drive and restart your computer. If you see a message asking you to "Press any key to boot from DVD", do
so. If you don’t see the message, you might need to change the boot order in your computer's BIOS settings so that it first starts from the DVD or USB. When you see the "Install Windows" page, click "Repair your computer"
to start the Windows recovery environment.
- If you don’t have installation media, use the power button to restart your computer three times. This will start the
Windows recovery environment.
b. In the Windows recovery environment, on the "Choose an option" screen, click "Troubleshoot".
c. Click "Advanced options" and then click "Command Prompt".
d. In command prompt, type the following command and press Enter.
net user administrator /active:yes
After enabling built-in administrator account, you may logon and try resetting the password of the account which is not working.
You may later disable built-in administrator account. Type the following command in command prompt and press Enter.
net user administrator /active:no
Note: Modifying BIOS/ complementary metal oxide semiconductor (CMOS) settings incorrectly can cause serious problems that may prevent your computer from booting properly. Microsoft cannot guarantee that any problems resulting from the configuring of BIOS/CMOS
settings can be solved. Modifications of the settings are at your own risk.
You may create Windows 10 installation media from this link:
Please refer this article:
http://www.microsoft.com/en-us/software-download/windows10
Please keep us updated.
Thank you