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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 31327
Experience:  Over 15 years of consulting to the IT industry
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I have windows 8 and I had a virus which locked me out of the

Customer Question

I have windows 8 and I had a virus which locked me out of the computer. So I tried to restart it in safe mode. I went to msconfig and got the system configuration. I changed the settings to boot with network. Now my computer just restarts and restarts without going into windows. What do I do?
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is Richard.

Can you turn off the computer.

Hold Shift down and with it held down, turn on the computer and tell me if you can get to a menu with Safe Mode please.

Customer: replied 3 years ago.


Yes I can turn it off by holding the power button. I have tried holding shift. I have also tried Windows button plus R to no effect

Expert:  Richard replied 3 years ago.
Can you tell me the make and model of the computer Alex?

Customer: replied 3 years ago.


Ok Im in boot mode now. My computer is an ASUS x55C

Expert:  Richard replied 3 years ago.
ok, choose the option Last Known Good Configuration

Let this run and tell me if windows now starts please Alex.

Customer: replied 3 years ago.


ok I don't have that option. I can see tab buttons of Main, Advanced, Boot, Security, Save & Exit.


 


In the Boot Menu I can see:


 


Boot Configuration


Launch PXE opROM [Enabled or Disabled]


 


Driver Option Priorities


 


Boot Option Priorities


Boot Option #1 [Windows Boot Mange...]


Boot Option #2 [PE: HL-DT-ST DVDRAM..]


 


CD/DVD ROM Drive BBS Priorities


Add New Boot OPtion


Delete Boot Option

Expert:  Richard replied 3 years ago.
ok, this is the wrong area.

turn off the computer

Hold ALT + F10 and with them held down, turn on the computer.

Keep them held down and Tell me if you can get to the recovery manager please.


Customer: replied 3 years ago.


Its just restarting despite me trying to hold ALT F10

Expert:  Richard replied 3 years ago.
Try it again but hold ALT down and keep tapping F10 please Alex.

Let me know the results please
Customer: replied 3 years ago.

It has not worked

Expert:  Richard replied 3 years ago.
ok, they change this a lot, but use Just F9

Not ALT, just keep tapping F9 as soon as the computer starts.

Let me know the results please

Customer: replied 3 years ago.


NO success I'm afraid

Expert:  Richard replied 3 years ago.
So it completely ignores F9 when you are tapping it Alex?

How old is the computer?

Customer: replied 3 years ago.


Yh it doesn't do anything. Its windows 8. Its brand new

Expert:  Richard replied 3 years ago.
ok, if you cannot get to the Safe mode Menu, or if the Recovery Manager wont appear, then there is an issue with either the mainboard or hard drive.

As it is new, it will be covered by the warranty, and you will need to return it Alex, to have the hardware diagnosed, and the faulting part repaired.

It was not caused by the virus, this was a coincidence, it is a hardware fault that has occurred on the computer, else we could always get to the recovery manager.

But this will be repaired free of charge.

If you would like any additional information or assistance, please do not hesitate to let me know.

Thank you

Customer: replied 3 years ago.

They replaced the motherboard really recently. Could it really have gone again?

Expert:  Richard replied 3 years ago.
The issue may not be the motherboard (though yes, you could have it again if they are giving you reconditioned motherboards as the replacement), but the processor, Ram or Hard Drive can also be causing this problem.

The fact that you just replaced this, indicates that there is something else at fault, and I would have them run a full diagnostics to find the actual cause of the problem.

Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 31327
Experience: Over 15 years of consulting to the IT industry
Richard and 2 other Computer Specialists are ready to help you
Customer: replied 3 years ago.


I got into recovery mode. I used shift and F8. Can we go from there

Expert:  Richard replied 3 years ago.
we can

Choose Last Know Good Configuration.

Are you able to select this?

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