“System Reset” created an “Other user” account that I can’t log into (Aspire 5 A515-41G-157D)

Jacinta

I did a “System Reset” (alt+F10) on my Aspire 5 A515-41G-157D, Windows 10.

It created an unknown “Other user” account.

No other accounts are visible on the log in screen.

I can’t log into my Aspire.

It asks for a username and password.

Everything I tries fails.

This problem occurs each time I “Reset this PC” to “Remove everything”.

I’ve searched the web and haven’t found a solution.

Any ideas?

JackE

If you've tried the other user account without success, press and hold the power button for about 5 seconds till it completely shuts off. Then press and hold the Shift key. Then while still holding the Shift key, turn the machine back on. A startup options screen should appear. Choose startup settings to see if any it'll let you create a new administrator user account. Jack E/NJ

Jacinta

Thanks Jack for the suggestion.

No options screen appeared when I held the shift key and pressed the on button.

It just took me to the “Other user” log in screen.

So, I restarted with alt+F10 and entered the “Continue an option” screen.

I chose Troubleshoot › Advanced option › Command Prompt.

In the command prompt I entered:

net user <new username> /add<br>net localgroup administrators <new username> /add<br>

I restarted the machine and I again landed on the “Other user” log in screen.

No other accounts are listed.

Any suggestions?

JackE

After you added a new username did it seem to take? Don't bother with localgroup. Jack E/NJ

Jacinta

Thanks for the quick response.

When I entered these in the command prompt:

net user <new username> /add<br>net localgroup administrators <new username> /add<br>

they returned a “successful” message.

But, when I restarted the machine, I again landed on the “Other user” log in screen.

The new account is NOT listed.

Jacinta

To continue from my last post...

Again, I restarted with alt+F10 and entered the “Continue an option” screen.

I chose Troubleshoot › Advanced option › Command Prompt.

In the command prompt I entered, with results:

BCDEdit

osdevice         partition=C:

CHKDSK /f C

Correcting errors in the Volume Bitmap
No further action is required

SFC /scannow /offbootdir=C:\ /offwindir=C:\windows

...did not find any integration violations

DISM /image:C:\ /cleanup-image /restorehealth

The restore operation completed successfully

I restarted the machine and I again landed on the “Other user” log in screen.

No other accounts are listed.

JackE

You apparently are not alone with mystery "user account" issues. I suggest that you try to remove the "other user" account as per Annu Singh in this link if you haven't tried to do so already. https://answers.microsoft.com/en-us/windows/forum/windows_10-power-winpc/other-user-on-startup-screen/f3325d9b-32ed-4a02-b44f-ed05de2e3875   Please report back whether or not something good happens. Jack E/NJ

Jacinta

Thank you Jack for such an interesting post.

In a strange way it is comforting to see that I’m not alone :-)

The shift+Restart does not work with my version of Windows.

I need to use alt+F10+Restart for the options screen.

That aside, the only way was to boot into Safe mode and follow the steps.

It didn’t work. The account is locked.

However, the fact that it worked for some is a hopeful sign.

JackE

>>>I did a “System Reset” (alt+F10)>>>

Let's go back to your first post. Why did you do this? Jack E/NJ

Jacinta

Hi Jack,

After Shift + on button failed, I searched online.

Here are some of references I found that booted to the Choose an option screen:

“How to Restore Windows on my Acer Computer Using Alt + F10 on startup”
https://us.answers.acer.com/app/answers/detail/a_id/35232/~/how-to-restore-windows-on-my-acer-computer-using-alt-+-f10-on-startup
✔ ALT + F10 + on button

“How to restore/recover/factory reset Acer Aspire Laptop”. 17 Nov 16
https://www.youtube.com/watch?v=SXzt3grQcUU
✔ ALT + F10 + on button

“Way 2: Restore Acer laptop to factory settings with "Alt + F10" keys”
https://www.cocosenor.com/articles/computer/reset-acer-laptop-to-factory-settings-without-password.html#way-2
✔ ALT + F10 + on button

It just might be my choice of words.

After i restarted with Alt + F10 I selected:

Choose an option › Troubleshoot › Reset this PC › Remove everything

JackE

Yes but why did you try to do the ALT+F10 reset method in the first place? Jack E/NJ

Jacinta

Hi Jack,

Windows was suffering the wobbles since its last major update:

• system crashes
• disappearing live tiles
• file corruption
• slow boot, restarts and shutdowns

So, I ran these:

• CHKDSK /f C:

        Correcting errors in the Volume Bitmap
        No further action is required

• SFC /scannow /offbootdir=C:\ /offwindir=C:\windows

        ...did not find any integration violations

• DISM /image:C:\ /cleanup-image /restorehealth

        The restore operation completed successfully

Didn’t fix the problems — a good excuse to re-image the system :-)

JackE

Let's try the ALT+F10 routine one last time before bringing out diskpart to wipe the disk clean. But make sure your system is completely shut off by pressing and holding the power button for at least 5 seconds till everything appears dead. Then turn it back on and ***immediately*** press and hold the ALT key while tapping the F10 key till the recovery screen appears. Then do a complete factory fresh re-set. Don't try to save anything. Jack E/NJ

https://www.youtube.com/watch?v=cpzLJRAZldA

Jacinta

Hi Jack,

Thanks for the video link.

After I restarted with Alt+F10, as per the video, I selected:

Choose an option › Troubleshoot › Reset this PC
› Remove everything › Fully clean drive

I restarted the machine and I again landed on the “Other user” log in screen.

No other accounts are listed.

FYI: the machine is still within the warranty period.

JackE

>>>FYI: the machine is still within the warranty period.>>

I suggest that you not waste any more time on this. Get your machine's serial number id (SNID) and go to this link and arrange to setup a warranty repair ASAP. https://www.acer.com/ac/en/AU/content/support

However, if you want, we can still try to clean it up with diskpart before you send it off for repair. Go to the command prompt. Then enter diskpart to get to the diskpart prompt. Then enter "list disk" without the quotes. If only one disk shows up HDD0, then enter "select disk HDD0". Then enter "list volume". Please record or take a screenshot of what "list volume" reveals. Jack E/NJ

Jacinta

Hi Jack,

Thanks for all your help.

However, for now, I’ve run out of time and have to attend to other matters.

Fortunately, I have my backups and a fall back machine to work on while it is in the shop.

Cheers

JackE

OK. Good luck with it. Jack E/NJ

Rubenamm

i tried this but my reflexes are to slow
so i can't do it

AKLTAXI

I am in the situation with this ghost account that makes my laptop un-usable. Any updated answers please ? Anyone managed to find the answer ? I tried all the above options with the same result. it must have a logical solution but I can not find it. need help

AKLTAXI

I did it. Got the Windows installation media for free from Microsoft https://www.microsoft.com/en-us/software-download/windows10
Make sure your laptop boots from USB first, plug it in and good luck. Windows will see your MAC address and will allow you to rebuild your system without paying anything. Just log in with your Microsoft credentials when asked by Cortana.

Cjmadla

Jacinta said:

I did a “System Reset” (alt+F10) on my Aspire 5 A515-41G-157D, Windows 10.

It created an unknown “Other user” account.

No other accounts are visible on the log in screen.

I can’t log into my Aspire.

It asks for a username and password.

Everything I tries fails.

This problem occurs each time I “Reset this PC” to “Remove everything”.

I’ve searched the web and haven’t found a solution.

Any ideas?

Just type Acer then click enter. It worked for me and now I have access to mh account.