Richard is having problems logging into Windows on an old HP computer. He's tried to reset the password, but it's not communicating with Microsoft. Leo says that if there isn't anything on the computer he can't afford to lose, then the best thing is probably to start over and reinstall Windows. Not just reset. But reinstall with the Windows 10 Media Creation Tool. Make sure to erase the existing accounts. Start completely over. And that's not a bad thing, because whoever worked on the computer before, clearly messed up the reset. He can even go so far as to remove the partitions or even format the hard drive.