Question Asus Laptop - Soft locked. Please I need advice asap

[titaniumsparrow]

Asus laptop, model X415E. My non-tech step dad had his laptop set up by someone while he was in a crisis (post house fire), and no one knew what they were doing. He has no clue and the person helping has noe idea.

He doesn't know his password, his pin, email used, or anything. He is basically locked out. I cant find any factory reset option in BIOS. Pleaseee help, google is useless. I cant do "forgotten password" or change user etc, and the pc locks me out every time I try a wrong pin. The laptop does not let me do "forgot pin" , swap to "password", nothing. Only pin, every time I try a pin, it required a reset of the PC etc. I want a full factory reset but I cant find any info and I am at mt wits end. I cant find any info and I cant access Asus Reddit on mobile.

Please if anyone can help me!

edit: the email they uses does not exist. we have retrived the password, but I cant log in with PW, only pin. Microsoft cant help, sends me URL that is defunct

edit 2: after holding down Shift while restart, it gave me an option for forgot pin/pw, managed to add a user?? I think?? It also asked me to "change pin" (idk) but this step failed and gave me an error and I am back to square one.

 

[JohnBonhamsGhost]

if you cannot contact ASUS directly to have the system reset then you may have to format the drive and reinstall the OS.

what was the purchase date and what is the warranty length on this system?

cant access Asus Reddit on mobile

if you really cannot use a mobile device to contact any type of support there are many locations that allow users to use computers;
library, internet cafe, etc,..

 

[titaniumsparrow]

if you cannot contact ASUS directly to have the system reset then you may have to format the drive and reinstall the OS.

what was the purchase date and what is the warranty length on this system?


if you really cannot use a mobile device to contact any type of support there are many locations that allow users to use computers;
library, internet cafe, etc,..

I want to do the factory reset, but I need to do it in BIOS as I cannot access windows log in etc. But I cannot find any way to do it in BIOS, as it does not look like any BIOS on google images.
ASUS also claims only a few laptops can do factory reset?? I did not find this model on their list.

It was bought only a few months ago, jan/feb or something.

I can use my phone, but what I meant is I cant ask on Reddit because Reddit does not work on mobile for me.
(Asus has support there I believe).

I've done factory resets before but I cant find it in BIOS or anything.

 

[JohnBonhamsGhost]

I can use my phone, but what I meant is I cant ask on Reddit because Reddit does not work on mobile for me.
(Asus has support there I believe).

contact ASUS support directly.
not through a 3rd party site like Reddit.

I want to do the factory reset, but I need to do it in BIOS

if this system provided a way to do a full factory reset then it would also need some way to store the default OS to be reinstalled.
this is likely not an option.

if this system came with an OS installation disc then you will have to use that.
if not, you will have to have support walk you through any options available.

I cant log in with PW, only pin. Microsoft cant help, sends me URL that is defunct

Tom's Hardware does not support bypassing security measures so nothing can be offered in relation to resetting current options.

 

[titaniumsparrow]

contact ASUS support directly.
not through a 3rd party site like Reddit.

if this system provided a way to do a full factory reset then it would also need some way to store the default OS to be reinstalled.
this is likely not an option.

if this system came with an OS installation disc then you will have to use that.
if not, you will have to have support walk you through any options available.

Tom's Hardware does not support bypassing security measures so nothing can be offered in relation to resetting current options.

There was no OS disc, as it was a laptop without CD/DVD drive. I dont understand how support can help me recover anything thru phone, when I cannot log into Windows? Microsoft is just giving me errors, etc, so I cant log in any way. I have gone thru as many recovery-steps that I can, but Microsoft just gives errors/bugs out and stops.

 

[bignastyid]

Forum rules prohibit assisting with such issues. Thread closed