Cisco 350x Business Switch issue

[Chair]

A password was misconfigured and no one can remember it, Tried to go through the administrative password reset located here https://www.cisco.com/c/en/us/support/docs/smb/switches/cisco-small-business-300-series-managed-switches/smb4985-administrator-password-recovery-for-300-and-500-series-manag.html

but the system fails to fully boot and give us the option to recover the password, after following the instruction to the letter.  Any reason our switch could be doing this?

[marce1000]

           >...give us the option to recover the password, after following the instruction to the letter

 I don't understand, from that sentence I conclude that the password recovery procedure is working perfect (?)
 M.