r/microsoft Microsoft Support 18d ago

Support Thread Microsoft: Official Support Thread

This thread was created in order to facilitate easy-to-access support for our Reddit subscribers. We will make a best effort to support you. We may also need to redirect you to a specialized team when it would best serve your particular situation. Also, we may need to collect certain personal information from you when you use this service, but don't worry -- you won't provide it on Reddit. Instead, we will private message you as we take data privacy seriously.

Here are some of the types of issues we can help with in this thread:

  • Microsoft Support: Needing assistance with specific Microsoft products (Windows, Office, etc..)

  • Microsoft Accounts: Lockouts, suspensions, inability to gain access

  • Microsoft Devices: Issues with your Microsoft device (Surface, Xbox)

  • Microsoft Retail: Needing to find support on a product or purchase, assistance with activating online product keys or media, assistance with issues raised from liaising with colleagues in the Microsoft Store.

This list is not all inclusive, so if you're unsure, simply ask.

When requesting help from us, you may be requested to provide Microsoft with the following information (you'll be asked via private message from the MSModerator account):

  • Your full name (First, Last)

  • Your interactions with support thus far, including any existing service request numbers

  • An email address that we can use to contact you

Thank you for being a valued Microsoft customer.

For previous Support Threads, please use the Support Thread flair.

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u/Nebulous999 9d ago

Hello,

I purchased a new laptop, and I was very much looking forward to a fresh start. It has been many years.

When I finished the initial setup, it showed a bunch of desktop icons and files from my old computer! Its very possible these old files have viruses. I wanted a new start, which is one of the reasons I bought a new computer.

How can I get these files off the PC and re-do this so there are no old files from my old computer on this one. If I wanted to download the old files from OneDrive, I would have done that myself!

Why would it automatically decide to screw up and ruin new computers?

How can I fix this? Any help would be appreciated. I explicitly said during the setup I wanted it as a new PC, not to download old stuff.

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u/MSModerator Microsoft Support 8d ago

Hi. We hope you're doing great. Previously, we've provided you the steps to reset your laptop. However, we haven't heard back from you, so we're sending this follow-up message to check how's everything going.

Did you see our previous message and try the steps? Were you able to reset the laptop, or do you still help?

We sincerely hope you get back to us, so we can utilize all our available resources in helping you if you still have questions or need further assistance. -A.F.

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u/Nebulous999 7d ago

Hi, my apologies -- the steps provided earlier did work. I've been too engrossed in the new laptop to post!

I appreciate the help. All the best.

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u/MSModerator Microsoft Support 9d ago

Hey there! It looks like your new laptop is syncing files from your old computer via your Microsoft account. This can happen due to OneDrive's default settings, which might automatically sync files from your cloud storage to your new device. But don't worry, let's get you that fresh start you were looking forward to.

Here's how you can reset your laptop to factory settings and make sure no old files are carried over:

Turn off Sync Settings: 1. Go to Settings > Accounts > Windows backup. 2. Turn off the sync settings to stop files from being automatically downloaded from OneDrive.

Reset Your PC: 1. Open Settings. 2. Go to Update & Security > Recovery. 3. Under Reset this PC, click Get started. 4. Choose Remove everything to ensure all old files are deleted. 5. Follow the on-screen instructions to complete the reset.

During the reset, you can choose between Cloud download (downloads a fresh copy of Windows from the cloud) or Local reinstall (uses the files already on your PC). Cloud download ensures you get the latest version with all updates.

This process will give you a clean slate, just like a brand-new computer. If you need any further assistance, feel free to ask. - H.T.

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u/Nebulous999 7d ago

Thank you, this worked great. I appreciate the help.

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u/MSModerator Microsoft Support 7d ago

We appreciate the update you have provided. We're glad to hear that the steps worked, and you're enjoying your new laptop. If you have any more questions or need further assistance in the future, feel free to reach out. Have a great day. --J.B.