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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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My computer is frozen I can get up start screen (windows vista)

Resolved Question:

My computer is frozen I can get up start screen (windows vista)
But arrow on screen has no movement. . Caps lock lights up
Ctrl alt delete doesn't work either
Submitted: 2 years ago.
Category: Computer
Expert:  Jerry Hannell replied 2 years ago.
***** *****nell :

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

Customer:

Yeah ok. Ready

***** *****nell :

hi, are you able to start your computer in safe mode? (f8)

Customer:

It freezes the same but with large print !

***** *****nell :

can you start your computer in "safe mode with networking"

***** *****nell :

when you are on startup options, right after safe mode, there is safe mode with networking option

***** *****nell :

"Safe mode with networking"

***** *****nell :

it looks like this

Customer:

Ill try it

***** *****nell :

Full Size Image

***** *****nell :

normally in safe mode there is no internet

***** *****nell :

but in safe mode with networking, there will be internet

***** *****nell :

when you are in safe mode (with networking) can you come back here, and we can try remote assistance and fix the problem together quickly

Customer:

Same problem got start screen but no response from arrow

***** *****nell :

your keyboard Works?

Customer:

Caps lock light comes on

***** *****nell :

your computer is laptop or desktop ?

Customer:

Laptop

***** *****nell :

do you have an external usb Mouse?

Customer:

No

***** *****nell :

it seems your built in Mouse has problems

***** *****nell :

can you press ctrl alt del

***** *****nell :

what happens?

Customer:

Nothing !

***** *****nell :

were you able to select safe mode with networking ? (if yes, your keyboard is working but there is a problem with vista)

Customer:

Yes

***** *****nell :

do you have important files in your harddisk?we can try a full system restore

Customer:

Yeah ive got estimates and invoices.. not backed up im afraid

***** *****nell :

first we need to backup

***** *****nell :

do you have an external harddisk enclosure?

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