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Ask Jerry Hannell Your Own Question

Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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Hi I have a 620 pc and have just tried to use the restore disks.

Resolved Question:

Hi I have a 620 pc and have just tried to use the restore disks. When restarting I cannot get beyond the screen offering safe mode. I had a motherboard replaced some years ago and haver a disk for this can you help get the pc up and running?
Submitted: 3 years ago.
Category: Computer
Expert:  Jerry Hannell replied 3 years ago.

XXXXX XXXXXnell :

hello sir/madam, I would like to help you, please let me know when you are ready


Customer:

ok to go

XXXXX XXXXXnell :

hi, we can go step by step and fix it

XXXXX XXXXXnell :

are you using the computer in question now?

XXXXX XXXXXnell :

or, are you using a different computer to communicate with me?

Customer:

no but i am sitting next to it, i am on another pc. The 620 has already been put thru the restore but hasrun into problems

XXXXX XXXXXnell :

are you able to start your computer at least in safe mode?

Customer:

In answer to your last q no. I have just tried to do a second restore and waiting for that to finish.

XXXXX XXXXXnell :

ok,let's wait

Customer:

just so you know it is at 90% complete so not long

XXXXX XXXXXnell :

waiting

Customer:

This is XP Home edition with specific e machine cd,s. OK I have screen with "Window XP Restore Complete"

XXXXX XXXXXnell :

ok, now can you restart your computer

Customer:

I am invited to press any key to reboot

XXXXX XXXXXnell :

ok, can you press it

XXXXX XXXXXnell :

you can press enter or space

Customer:

OK back at screen apologising for inconv. 4 modes to start (keeps starting itself every 30 secs) safe, safe +6networking, safe with command prompt, and normal which is not working

XXXXX XXXXXnell :

can you select safe mode

XXXXX XXXXXnell :

when you see your desktop please let me know

XXXXX XXXXXnell :

we will go to msconfig and fix something

Customer:

yes just done that, same screen apologising

XXXXX XXXXXnell :

are you in safe mode now?

Customer:

no canot get in

XXXXX XXXXXnell :

do you have the cd of windows xp? (or a reinstallation cd that came with your computer)

Customer:

yes. i have put that thru twice

XXXXX XXXXXnell :

do you have important files on your harddisk?

XXXXX XXXXXnell :

(that you need to backup)

Customer:

no, all stuff needed was backed up or put onto this pc. Just need the old pc for 3 legacy programmes

XXXXX XXXXXnell :

we can go step by step carefully, and fix it, we will need to format the harddisk too

XXXXX XXXXXnell :

is your cd with you?

Customer:

OK first step then

XXXXX XXXXXnell :

can you insert your cd now

XXXXX XXXXXnell :

and restart your computer. does it say "please enter a key to start windows installation ..." on the screen ?

Customer:

I have 1 to restore or 2 boot to command prompt

XXXXX XXXXXnell :

can you select 1

Customer:

screen indicates A:\> cd is in D:\

XXXXX XXXXXnell :

can you type d:\

XXXXX XXXXXnell :

and press enter

XXXXX XXXXXnell :

now are you at d:\?

Customer:

get invalid

XXXXX XXXXXnell :

can you type dir

XXXXX XXXXXnell :

dir

XXXXX XXXXXnell :

and press enter

XXXXX XXXXXnell :

what do you see?

Customer:

A screen with stuff like choice, config, sys etc

XXXXX XXXXXnell :

can you restart your computer again

XXXXX XXXXXnell :

when you see the text on the screen, please let me know

Customer:

back to the restore screen choice of 1 or 2 going for 1

XXXXX XXXXXnell :

yes

Customer:

because 2 does not work

Customer:

now on warning screen...... press any key to continue

XXXXX XXXXXnell :

can you press enter

Customer:

now "are you sure..." press yes (Y) or no (NO)

XXXXX XXXXXnell :

twa

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

(Y)

XXXXX XXXXXnell :

what happens? it starts the installation?

Customer:

Yes, I can do that and the process starts "Symantec Ghost 7.5". The screen indicates that files are being written to the hard drive.

XXXXX XXXXXnell :

let's wait

XXXXX XXXXXnell :

it seems it is restoring

Customer:

I suspect the problems here lay with the motherboard. A replacement was made many years ago. I do have a disk for that but the pc seems to ignore it. When I pressed "DIR" I could see all the expected items for the C Drice

Customer:

this is a 2 disk set so am just putting the 2nd disk in.

XXXXX XXXXXnell :

waiting

Customer:

thanks for your patience

XXXXX XXXXXnell :

you are welcome

Customer:

90%

XXXXX XXXXXnell :

waiting

Customer:

OK all done back to restore complete press any key to reboot

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

can you press

Customer:

OK it went thru the process of detecting stuff and am back at the 4 modes of starting above

Customer:

i.e. theapologies screen

XXXXX XXXXXnell :

when you press 1, do you have other options before starting the restore process?

XXXXX XXXXXnell :

do you have an option like "full restore" ?

Customer:

no

XXXXX XXXXXnell :

we will need an opearating system cd

XXXXX XXXXXnell :

do you have the cd of xp?

Customer:

Yes to your last q it is the 620 e machines restore disk that came with the pc when I bought it.

XXXXX XXXXXnell :

does it says "windows xp" on it?

XXXXX XXXXXnell :

or any other operating system? for example vista

Customer:

no it appears not!!!

XXXXX XXXXXnell :

let's try again

XXXXX XXXXXnell :

can you restart your computer

XXXXX XXXXXnell :

when you see the text on the screen please let me know

Customer:

The CD,s say that they will completely backup the software preinstalled on the pc

Customer:

ok I tried "Last know good config" and get this message "Windows could not star because the following file is missing or corrupt" "\WINDOWS\system32\config\SYSTEM"

XXXXX XXXXXnell :

let's try again





2:05 PM



can you restart your computer






2:05 PM



when you see the text on the screen please let me know



XXXXX XXXXXnell :

we can go step by step carefully

XXXXX XXXXXnell :

and format the harddisk

XXXXX XXXXXnell :

but I am not sure why we don't have the "format harddisk" feature on the restore cd

XXXXX XXXXXnell :

are you at the selection screen?

Customer:

Yes to your last q and I tried last known good config as above. Should I try repair?

XXXXX XXXXXnell :

let's try it

XXXXX XXXXXnell :

can you try repair

Customer:

Well, I was not given the "r" option. Where would I find \Window\system32\config\System?

XXXXX XXXXXnell :

other than repair, which options do you see?

Customer:

What is the significance of that file?

Customer:

to your last q Y or N but no "r"

XXXXX XXXXXnell :

can you select y

Customer:

I can, but we just enter the restore process without options. this just goes thru the 2 disks and brings us to where we are now.

Customer:

Sorry, misinformation it is 1 restore XP, 2 command prompt. While I have been typing the screen has moved to command prompt A:\>

XXXXX XXXXXnell :

ok, can you insert the first cd now

XXXXX XXXXXnell :

and restart your computer

Customer:

OK

Customer:

We have the restore menu. 1=restore windows xp, 2=boot to command prompt from CD

XXXXX XXXXXnell :

can you press 1

XXXXX XXXXXnell :

what happens now?

Customer:

I get ask do you really want to proceed?

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

and what do you see now?

Customer:

The Symantech ghost screen. It gives statistics of process and details of the different files being loaded. At the end of disk 1 it asks me to insert 2 nd disk with choices OK, Cancel, Filename

XXXXX XXXXXnell :

is it loading now?

XXXXX XXXXXnell :

do you see a progress?

Customer:

1st disk loaded do you wish me to load disk 2

XXXXX XXXXXnell :

is it asking you to insert the disk 2?

Customer:

Yes

XXXXX XXXXXnell :

ok, can you insert it

Customer:

OK screen reports Windows XP Restore complete. Remove CD and press any key to reboot

XXXXX XXXXXnell :

ok, can you remove the cd

XXXXX XXXXXnell :

and restart

XXXXX XXXXXnell :

let's see what happens

Customer:

OK now we are back to the apologies window with the 5 option for restarting

Customer:

Those are Safe; safe + networking; safe with command prompt; last known good config; normal

XXXXX XXXXXnell :

can you select safe

Customer:

OK done that, and straight back to the 5 options to start - it is just going round in circles.

Customer:

It does the same with normal which is doing every 30 seconds

XXXXX XXXXXnell :

during the restore process, do you have an option like "full restore" or "format" ?

Customer:

No. The disks I have just start when the pc is turned on, they tell me all data will be destroyed, proceed yes or no.

XXXXX XXXXXnell :

yes ( since you have the backups, we can say yes)

Customer:

Correc,t but we have been thru that process three times now with the same result. I suspect these disk are not right in some way. I think i need to try e machines themselves to see if they have any thoughts. Having the pc using the preinstalled XP is important because two of my legacy drivers only work with that version.

XXXXX XXXXXnell :

if you want we can try last time

XXXXX XXXXXnell :

and go step by step

XXXXX XXXXXnell :

if we can format the harddisk during installation it should fix the problem

Customer:

Jerry, I am sorry but there was no option to do that. Maybe I should have formatted the disk before starting this whole process. I do not wish to waste your time on this any further and I have to leave my machine now anyway. Shall we say "OK service" that way you can get some reward for all your effort

XXXXX XXXXXnell :

ok, if you want we can continue later, we can format the harddisk using an external harddisk enclosure. I will be here anytime.

Customer:

Goodbye and thank you

XXXXX XXXXXnell :

you are welcome

Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8480
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
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