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Can't access 'My Office' or 'One Note' etc.

Discussion in 'Business Applications' started by Robert the Bruce, Jan 13, 2018.

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  1. Robert the Bruce

    Robert the Bruce Thread Starter

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    I've recently purchased a new PC going from Windows XP Home to Windows 10 and as I'm sure you can imagine it's a bit like going from a horse-n-cart to an Aston Martin in one go.
    Anyway, when I click on 'Start' then 'My Office' or 'One Note' I'm then asked to enter my Password and that's where the fun begins. I type in my password and every time I do that I'm met with 'Your account or password is incorrect, if you don't remember your password, reset it now'.
    Now, when I try to reset my password by clicking on 'Forgotten My Password' I'm then led to another window which I then click on 'I've forgotten my password' and then click 'Next'.
    I'm then led to another window with the heading 'Recover Your Account'. I then type in the letters and numbers to prove I'm not a robot (I hope) and then click on yet another window - 'Verify Your Identity'.
    I then go to my e-mail and open the mail containing the verification code. I go back to 'Verify Your Identity' and type in the code and I'm told every time that the code doesn't work.
    I've also tried to 'Create An Account' just in case I was stupid enough not to create an account in the first place before proceeding to attempt to sign in but I'm told at that point that there already is an account with my e-mail address. So, I know that there is at least an account but how to sign in ???
    I will also try to post a total of 9 screenshots depicting what I've described but I don't know if that will be too many for TSG to accept in one go.
     

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    Last edited by a moderator: Jan 14, 2018
  2. dckeks

    dckeks

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    You might try using a different computer, mobile device and or browser to see if it works.
     
  3. Robert the Bruce

    Robert the Bruce Thread Starter

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    You think I might have TWO computers at home ? Your other suggestions would not make any difference. Sorry, but I'm looking for a solution, a fix, not guesswork.
     
  4. Cookiegal

    Cookiegal Administrator Malware Specialist Coordinator

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    I deleted the last two screenshots because it reveals the code which can potentially be used by someone else to gain access to your account.

    Have you tried the web solution that they suggest?
     
  5. Robert the Bruce

    Robert the Bruce Thread Starter

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    No I haven't and one for simple reason - this window appears on my monitor as soon as it boots up - before any web browser comes into play.
    I was hoping that someone had come across this kind of thing before and would KNOW the answer.
     
  6. Cookiegal

    Cookiegal Administrator Malware Specialist Coordinator

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    There's no need to be sarcastic towards the members who are trying to help you. In only seems logical that if the code doesn't work you should follow the next step it says to try. In your opening post you stated that this occurs when after you click on "My Office" or "One Note" so that doesn't imply that this occurs as soon as you boot the PC.

    So you're saying this box is preventing you from doing anything with the PC and you can't even open a browser to access the Internet?
     
  7. Robert the Bruce

    Robert the Bruce Thread Starter

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    No I'm not saying that. I can click it away and then go on as normal. Wasn't meaning to be sarcastic, sorry about that. I just thought (hoped) that someone would actually know about this as opposed to a process of elimination and/or guesswork.
     
  8. Cookiegal

    Cookiegal Administrator Malware Specialist Coordinator

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    Thanks for the apology. I understand the frustration when things go wrong. However, there may be very few people who have actually experienced the same issue but others who try to help generally research things and often come up with possible solutions that are not guesswork but actually have worked for others and are worth trying. At least it expands the possibilities of arriving at a resolution.
     
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