Windows 10 - won't connect to internet - don't know offline pa

I am currently in possession of a Gateway SX2110G given to me by a friend to see if I could help her get the system functioning again.  She suspects that the system is infected with some kind of malware, as it will not connect to the internet, even when I have it plugged into an ethernet drop straight to my router.  She says it is Windows 10 – I'm not certain that is true, it could be Windows 8.1.  The problem is she can't remember what the last password was that was used offline.

She says there is nothing on the computer that she cares about losing, so my plan was to simply put a new image on the machine.  I built a bootable Windows-10 DVD, but unfortunately I can't get the system to boot off of anything but the hard drive, which obviously then wants that elusive password.  When I go into the BIOS the only choice I have for boot order is "Windows Boot Manager".  I should note that I have no experience with Gateways, and very little experience with Windows-10 – all of my personal machines are still Windows-7.

Any ideas as to what I might be able to do, short of removing the hard drive and building an image using one of my machines?  Is there a way to force it to boot off of the DVD drive?    TIA for any help anyone might be able to give me.

Oh, and I probably should note that I booted into Safe Mode to try and access the built-in Admin account, and there isn't one.  So apparently is has either been deleted or disabled.

See this Tutorial by Dinesh: User Account Password - Change from WinRE System Repair Disc.

Then from the real Administrator account, you can reset the password for the account that is normally used.

Thank you for your response  .  However, I have two problems after reviewing the tutorial and related information:

• This seems to apply to Windows 7; the system I am trying to recover is Windows 10
• The system (Gateway) was supplied with a Recovery Partition instead of a DVD.  I was able to figure out how to try and boot into the Recovery Environment.  There also is an option on their menu to boot directly to a command prompt.  Unfortunately, doing either of those two things requires the password to the User Account, which is what I don't have!   

In the process of poking around I also stumbled across how to change the order of the devices used for boot, so I am now able to boot off the DVD if needed.

Any other ideas?

Works for Windows 10 as well as Windows 7, also Vista and 8/8.1.

All you need is a Win 10 install DVD or flash drive. Boot it, click Next then Repair your computer. Follow the directions in the link. I just did this today fior a Win 7 and a Win 10 system I was working on.

Thanks Ztruker!  I was able to begin that process – but unfortunately the system gets part way through the process, then stops with the message:

• "There was a problem resetting your PC", and stops (if I choose "Reset")
• "Startup Repair couldn't repair your PC" and stops (if I choose "Startup Repair")
• "Windows cannot find a system image on this computer" (if I choose "System Image Recovery").  So, it apparently isn't seeing the image in the Recovery Partition.

I found a restore point that successfully restored, to 5/11/2016.  That is the oldest restore point that will successfully restore – unfortunately even when restored to 5/11/2016 the system will not connect to the internet.

My next choice would have been to simply reimage the machine, but the owner doesn't have the Windows License key!  He says he discarded all the paperwork that came with the system when he bought it.  

In any event, I am beginning to believe that this system may well be a boat anchor, as without the license key I'm rather stumped.  I will gladly take any other ideas that you or other may have.

Did you reset the password of the account that is normally used to login with following the instructions at the link I provided?

If you can login as Administrator or the normal account, download and run ShowKeyPlus. Save the out put as it will have the key used to install with.

You could also try to do a recovery to factory new state:

📎GwayRecovery.jpg

This wipes out everything and puts it back to how it was when first purchased. You will then need to install SP1 and/or all updates which can take several days as the Windows 7 update servers are terrible. I think they are being throttled by Microsoft to force everyone to Windows 1o.

Thanks Ztruker!  I was able to retrieve the license key, and have successfully installed a fresh copy of Windows 10 on the machine.  I need to talk to my friend and get her Microsoft account password, or have her come over here and log it on to make sure all is well, but it is now connecting to the internet and I was able to login to my Microsoft account and do all the stuff that I would have expected to be able to do.  

So – I am ready to declare Victory and mark this thread as solved.  Again, thanks very much for your assistance.

Kindest Regards,

Russ "NYankeeC"

You're welcome. Good to win one once in a while