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Lost username/password trying to Factory Reset


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I have my Pineapple Mark v11 connected directly with usb-c to my desktop running windows 10. I cannot login to the web interface because I lost the username/password. I followed the troubleshooting directions to factory reset by holding the reset button for 7 seconds but that only seems to re-power the pineapple without changing any settings. Once the restart is done the web interface shows the same screen for log-in instead of initial setup. Can anyone please help? Thanks!

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