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Bryan
Bryan, Computer Repairer
Category: Computer
Satisfied Customers: 1445
Experience:  Hardware/Software/Viruses/Malware/Spyware .. I can help you fix it all.
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My laptop is playing up after my son did something. It wont

Customer Question

My laptop is playing up after my son did something. It wont come on, it keeps logging off by itself.


It says- a recent hardware or software change might be the cause. Windows failed to start. I have inserted windows disk but the laptop wont restart
Submitted: 3 years ago.
Category: Computer
Expert:  replied 3 years ago.

JBryan42 :

Hello and welcome to JustAnswer! My name is XXXXX XXXXX I would be glad to assist you with your issue today. At the conclusion of today's session, I ask that you please rate based on the service you receive, not based on the circumstances. You will be rating my service specifically, not the site or the circumstances. I do not receive compensation unless you rate me "OK" or better.

JBryan42 :

If you are considering rating "Bad" or "Poor", please DO NOT rate. Instead ask me to "opt out" so another expert can help you.

JBryan42 :

Have you tried booting the computer into "Safe Mode" or "Previously known good"?

Customer:

I will try again

Customer:

but it did not work last time

JBryan42 :

Do you see the "Avanced Boot Menu"?

Customer:

no

Customer:

where is it

JBryan42 :

What are you doing to try to boot into Safe Mode?

Customer:

there is an option to do that

Customer:

but it just goes back to the same screen

JBryan42 :

Where is the option?

JBryan42 :

How are you getting to that option?

Customer:

screen comes up with

Customer:

f1-system info

JBryan42 :

Which screen? From the time you power on the computer, what exactly are you doing to show that screen?

Customer:

f2-system diagnitis

Customer:

f9-boot device options

JBryan42 :

That's the BIOS boot menu. What next?

Customer:

f10-bios setup

Customer:

r12-network boot

Customer:

f12

JBryan42 :

You mentioned that there is an option to boot into "Safe Mode", but I don't see it listed there. Can you please tell me what steps you take to see that option?

Customer:

please enter screen

Customer:

when my sis presses enter

Customer:

the following screen will come up i imagine

JBryan42 :

ok ... turn off the computer.

Customer:

she has turned it off

JBryan42 :

Now, turn it on and immediately start tapping the F8 key about 1 time every second until you see "Advanced Boot Menu". Then stop tapping F8 and let me know that you are on that screen.

Customer:

its on the advanced boot menu screen now

JBryan42 :

Do you see "Last known good configuration" listed there?

Customer:

yes

JBryan42 :

Move down to it using the cursor keys, then press enter.

Customer:

its gone back to the windows error recovery screen

JBryan42 :

Do you still have the Windows disk inserted?

Customer:

yes

JBryan42 :

Remove it, reboot and try the same procedure again.

Customer:

ok

Customer:

the same thing has happened again

JBryan42 :

Ok, reboot again and get back into the Advanced Boot Menu. But this time instead of choosing "Last known good configuration", choose "Safe Mode"

Customer:

windows recovery page again

JBryan42 :

Do you have a digital camera so that you can take a picture of the screen and post it to me here?

Customer:

yes, i have a camera

JBryan42 :

Can you take a picture of the screen then post it to me here?

Customer:

I will do

JBryan42 :

Ok

JBryan42 :

How's it coming along?

Customer:

give me a sec

Customer:

thanks#

JBryan42 :

No problem

JBryan42 :

Let me know when you return

Customer:

my mums comp is extremely slow

Customer:

i feel like pulling my hair out

Customer:

lol

Customer:

it crashed

JBryan42 :

Oh boy. Well, do you want to just let me know when you've got it sent?

Customer:

ok

JBryan42 :

Or, let me ask you this, is there any data on the laptop that is not replaceable? If we wipe out all data on the hard drive and restore Windows, is that an acceptable option?

JBryan42 :

Well, let me know either way.

Customer:

Full Size Image

JBryan42 :

Ok. And if you choose "Last known good configuration" and "Safe mode" from that screen, it still comes back to that screen, correct?

Customer:

yes

JBryan42 :

Ok. What about the reformat option? Is that a possibility?

Customer:

yes

Customer:

lets give it go

JBryan42 :

Is this Windows XP?

Customer:

vista

Customer:

she has disks for both

JBryan42 :

Ok, and you have your Vista CD. Your product key is printed on a label on the bottom of the laptop. Can you write that down onto a piece of paper? You will need it when you reinstall.

Customer:

cant see it

Customer:

what would it start like?

JBryan42 :

Do you see a sticker that looks similar to:

COA
Full Size Image

Customer:

yes

Customer:

damaged

Customer:

cant see a thing

JBryan42 :

hmmm ... that's unfortunate. We can't retrieve that key from the OS unless you boot from another disk. Do you know if that key is written down anywhere?

Customer:

no

JBryan42 :

Ok. The Windows disk that you have, does it say "OEM" anywhere on it? And what is the brand written on the disk (besides Microsoft).

Customer:

on oem

Customer:

HP

JBryan42 :

Ok. For HP you will need to enter your product key normally. Dell usually does it automatically. Does the computer that you are typing to me on have a CD burner and do you have a blank CD?

Customer:

Just cd writer

JBryan42 :

Which model HP is the laptop?

Customer:

hp pro book 4510-s

JBryan42 :

Give me a minute

JBryan42 :

Turn off the laptop (if it is still on)

Customer:

turning it off now

JBryan42 :
Turn the laptop back on
Press "Esc" when you see "Press the ESC key for Startup Menu"
Press "F11" when you see "Press <F11> for recovery"
Follow the instructions that come up
Customer:

do i keep pressing f11

Customer:

key

Customer:

nothing happening

JBryan42 :

Not more than two or three times.

JBryan42 :

Ok, then that means your recovery partition has been deleted.

JBryan42 :

So our only option is to reinstall from disk. But to do that we need to retrieve your product key first. And to do that we need a blank CD.

Customer:

ok

JBryan42 :

So do you want to write to me again once you have a blank CD?

Customer:

and i guess we cant do this with this comp right?

JBryan42 :

Well yes, we have to use that computer to burn the CD. But we have to boot the laptop from the new CD once it has been completed.

Customer:

can a cd writer burn cds?

JBryan42 :

Yes

JBryan42 :

So, let me know when you have a blank CD and we can continue, ok?

Customer:

we dont have blank cds

Customer:

ok

Customer:

i will get back to you later

JBryan42 :

Right. You'll need to go out and get one. They're pretty cheap these days. Ok, talk to you soon.

JBryan42 :

Bye for now

Customer:

I have a disk

Customer:

can we try it please

Customer:

thanks for all this

JBryan42 :

Yep. First you need to download and install ImgBurn from here: http://download.imgburn.com/SetupImgBurn_2.5.7.0 .exe (Remove the space before ".exe"). Let me know when you it installed.

JBryan42 :

have it installed

Customer:

so just insert the cd

Customer:

and install

Customer:

sorry have no clue

JBryan42 :

No. Download ImgBurn from the site I mentioned above.

Customer:

i know that

Customer:

how do i download onto cd

JBryan42 :

You don't download onto CD. Just download it to wherever the downloads go on that computer.

Customer:

ok

JBryan42 :

If it give you an option to "Run" or "Save", select "Run".

Customer:

its running

JBryan42 :

Ok. Tell me when it's done installing.

Customer:

wizard has come up

JBryan42 :

Ok, so you now see "Write image file to disc", "Write files/folders to disc", and 4 other options, correct?

Customer:

do i follow through the wizard

JBryan42 :

No

JBryan42 :

What wizard? What is it asking you?

Customer:

img burn

JBryan42 :

What does it look like?

JBryan42 :

Are you referring to the setup program?

Customer:

welcome to img setup wizard

JBryan42 :

Ok, yes. Go through the setup. Tell me when you are done.

Customer:

its done

JBryan42 :

Now do you see the 6 icons I mentioned above?

Customer:

yes

JBryan42 :

Close ImgBurn

Customer:

i have

JBryan42 :

Next step is to download Hiren's Boot CD by clicking on the link. Download it to the hard drive, you're still not downloading anything to the CD.

JBryan42 :

Tell me when that is done downloading.

Customer:

do i select my comp

Customer:

how do i get on to hardrive

JBryan42 :

That is the default.

JBryan42 :

You shouldn't need to select anything.

Customer:

iit asks were to save it in

JBryan42 :

Ok, then can you select your desktop?

JBryan42 :

How's it coming along?

JBryan42 :

Let me know when the file has finished downloading.

Customer:

its done

JBryan42 :

Is it on the desktop?

Customer:

yes

JBryan42 :

Which version of Windows is this computer running?

Customer:

windows xp

JBryan42 :

Ok, then we have one more download to do first. Download 7-Zip from http://downloads.sourceforge.net/sevenzip/7z920 .exe (Again, remove the space before ".exe"). Then let it run. Go through the complete setup wizard and let me know when that is done.

Customer:

i think its done

JBryan42 :

Now you can right-click on the Hiren's download, select "7-Zip", "Extract to Hirens.Boot.Cd..... etc...". Tell me when that is done.

JBryan42 :

oh darn ... we do have another download. It's a fast one though. You need YUMI from here: http://www.pendrivelinux.com/downloads/YUMI/YUMI-0.0.9.3 .exe (And still again, remove the space before ".exe"). When it's done downloading, run it.

JBryan42 :

Oh wait .. we don't need YUMI. That's only if we were installing to a USB Flash Disk. You can forget that last part. Just let me know when Hiren's is done unzipping.

Customer:

so do i need to right click on hirens

JBryan42 :

Yes, you need to do all that portion.

JBryan42 :

Right-click on the Hiren's download, select "7-Zip", "Extract to Hirens.Boot.Cd..... etc...". Tell me when that is done.

Customer:

right click

Customer:

am extract all?

JBryan42 :

No. Right-click, "7-Zip", etc...

Customer:

when i right click on hirens i dont see 7 zip

JBryan42 :

If you don't see 7-Zip, then choose "Extract All"

Customer:

do u want to log on remotely

JBryan42 :

I'd love to, but unfortunately I'm not allowed to yet. That feature is only available to a few people who are beta testing it.

JBryan42 :

Is Hiren's done extracting?

Customer:

yes

JBryan42 :

Ok. Double-click to open the newly extracted folder.

Customer:

its open i think

JBryan42 :

Do you see a Hiren's file that ends with .iso?

Customer:

DefaultKeyboardPatch

Customer:

unless u may the above folder

JBryan42 :

No. It will start with "Hirens" and end with ".iso"

JBryan42 :

It may be in a folder down. I'm loading an XP machine now to find out exactly where it is.

JBryan42 :

Nope. It's in that folder. It's called "Hiren's.BootCD.15.2.iso"

Customer:

yes

Customer:

its open

JBryan42 :

No, you don't want to open it.

JBryan42 :

You want to right-click on it and select "Burn using ImgBurn".

Customer:

no option to burn

Customer:

when i right click

Customer:

found it

JBryan42 :

Ok

Customer:

and then what

Customer:

will it automatically burn to my disk

JBryan42 :

Did ImgBurn come up? Is it burning the CD? Is the CD inserted in the drive?

JBryan42 :

Yes.

Customer:

the cd is in disk

Customer:

it has always been there

Customer:

how will i know its burming

JBryan42 :

Is it burning?

JBryan42 :

What does it say in the status bar at the bottom of the ImgBurn window?

Customer:

nothing

Customer:

do i need to click write

JBryan42 :

Yes

JBryan42 :

This part is going to take a few minutes and we've been at this over 4 hours now. I need to take about 5 minutes to run downstairs. I'll be back.

Customer:

ok

Customer:

its done

JBryan42 :

Now, eject that CD and put it into the laptop. When you turn the laptop on, start tapping F12 (not F11). Then choose to boot from CD.

Customer:

the windows error recovery page has come up

JBryan42 :

Were you able to select to "Boot from CD"?

Customer:

no

Customer:

yrying again now

JBryan42 :

Ok

Customer:

*trying

Customer:

its saying please select partition by number or Q= Quit and then a list of options

JBryan42 :

What is saying that? Did you press "F12" repeatedly, then select "Boot from CD"?

Customer:

the boot from cd option wasn't there

JBryan42 :

What were the options?

Customer:

we'vw tried again

Customer:

there's now a page with a starry universe type background

JBryan42 :

What options does it show on that screen?

Customer:

and it says HD partition 1, HD partition 2, Floppy, CD Rom, USB, Network

JBryan42 :

Select "CD Rom"

Customer:

it says no CD rom found

Customer:

the CD's in there though

JBryan42 :

Ok. Then we have another problem. Your CD/DVD drive is either bad, or the CD you just burned is bad. Take that CD out and put in the Windows CD. We are NOT going to install. I just want you to try to boot from it the same way you tried to boot from this CD.

JBryan42 :

Any progress?

Customer:

no

Customer:

when the window cd come

Customer:

goes in

Customer:

windows error sreen comes up

Customer:

put back hirens cd

Customer:

but no option for cd

JBryan42 :

No. Leave the Windows CD in.

JBryan42 :

Are you pressing F12 to bring up the boot menu with the Windows CD inserted?

Customer:

yes

JBryan42 :

ughh ... ok, and it's not recognizing that there is a CD installed still?

Customer:

to confirm application and driver recovery cd

JBryan42 :

Yes, that should be the one. Does it say anything about "Disk 1 of x"?

Customer:

no

JBryan42 :

Ok, then that is the correct disk. Unfortunately it looks like your CD drive has died. And we need the CD drive to do the Windows recovery after you get the product key. So you can either get the CD drive replaced, or you can purchase an external CD drive to do the install from. I was pricing them yesterday and they go for about $15 US.

Customer:

thanks

Bryan, Computer Repairer
Category: Computer
Satisfied Customers: 1445
Experience: Hardware/Software/Viruses/Malware/Spyware .. I can help you fix it all.
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