Thank you very much for your question. My name is***** and I will try to help you as quick possible. Can you please let me know which operating system you are using? I will then try to help you as good as possible to fix your problem.
Thanks for your patience and best regards,
thank you very much, what we will need to do is to startup the Windows 10 installation via a USB stick or DVD. Do you have such a media handy right now? If not, I will provide you with instructions how to build one (on your currently working PC) this evening (in about 2 hours). Is this OK with you?
Thank you very much,
ok, I´ve accepted your remote-assistance request and will build the Windows 10 installation media on your PC for you. I am ready for this in about 2 hours from now and then I will guide you through all of this step by step until your problem is fixed. OK?
Are you still around in about 2 hours? I want to make sure you get the best treatment possible and I have finished the work with all my other clients today first.
I am back and ready to help you now. To start the remote connection, please download AnyDesk at:
...start it (double click on the "AnyDesk.exe") and reply to me with the 9-digits number which is displayed in the AnyDesk window.
Then I can connect to your computer and you just have to click on "Accept" once you see my incoming connection (AnyDesk will notify you when this happens).
If you have problems or questions with the setup of AnyDesk, please just let me know and I would be happy to help you.
Thank you very much and best regards,
What does it tell you?
Better said: what´s the exact error message you get? The download is working fine, I just checked it out myself.
Perfect. Im a with you in 3 minutes, preparing the connection on my side now.
Are you there Mark? You seem to have a problem typing somehow?
Yea, it looks interesting though;) What kind of PC is that where this problem occurs?
Hmm, yes, that is OK. Uhm, then let´s type here instead. Or which PC are you using to type here at JustAnswer right now. Maybe we can use that one? What I want to do is to create the Windows 10 installation media for you on one for your working PCs, so that we can start fixing the troubled one.
Ah I see! OK, that Asus does have a USB port, right? Can you plug a 4GB USB Stick into it? (I will need to format it, so make sure not important data is on it). I will then create the Windows 10 installation media for you so that you can use it on the damaged PC. Is this OK with you?
OK; let me check.
Ha OK, that is very strange!
Just allow the operation I am trying to perform please. Click Yes or Accept, or whatever it asks you right now.
Are you still there Mark?
On your Asus, please give permission, I can´t continue otherwise. Anydesk should ask you there right now if you want to allow the operation.
Wait, I´ll reconnect, please accept the connection again once it comes in. Thanks.
I see what the issue is, I don´t have permissions right now to create the media. Your Windows is blocking me. Can you please close the Media Creation window?
Thanks. Now allow whatever it asks you.
Great, now it should finally work out, sorry for the mess, computers are complicated sometimes:)
Can you please tell me: the damaged PC, which exact model is it? I need to know it if it is a 64 bit or 32 bit Windows version that is installed there.
Now we can create the media for Windows 10 on your USB stick. Once done (can take a while as it needs to download some GB), I will then instruct you how to use it on your damaged PC to repair your Windows there.
All good, I will do that for you:)
Argh, the download is huge, so it wants 8GB of space on drive C to perform it. Can you try to make some space? I can also try a few things after you are done to free up more space (remove temorary files, etc).
OK, well, it will be hard as the PC just has a 20GB drive. Do you possibly have another working PC around, beside the Asus?
Yes, plug it in, I will try to trick it to use that one instead....
Microsoft.... I can´t tell the tool to use your plugged in disc for temporary files. Let me think about another solution... do you have DVD burner on that Asus PC?
Yes, I thought so... I will come up with a solution, let me do some research... 5 minutes I am back.
I own a server, so I will download it to there, then create a download-link that we can download on your Asus and then we transfer it to the USB stick. We gotta trick Microsoft on that one.. ;)
Yes, we do. Does the Asus have 2 USB ports? Ideally we need the USB stick and the external HD at the same time.
OK, I will come up with a solution... Windows 10 is downloading on my server now, 40% done already, it´s fast. Then we will download it to your Asus.
Trying to free up some space, we still need some more to be able to do this...
I am first trying to get rid of all temporary and unneeded Windows files. Then we´ll see what´s left...
Yes, for you Asus! I am pretty much overloading it, haha:)
But we already got 8GB space now, so we could actually now use the media creation tool from Microsoft. But let´s clean a little more while we are at it...
Yea, you poor Asus is sweating! :)
By the way, sorry if my English isn´t perfect, I am from Germany actually.
Thank you:) Oh, you can see that I am from Germany? Does JustAnswer show that? I didn´t even know this:)
Btw, you can plugin the USB Stick again and remove the HD.
True, haha :)
Finally it´s going:)
Sure sure, no worries, we will make that work!
This can take a while now as you see, maybe around an hour... would you mind I get something to eat meanwhile? It does not require any interaction right now for you either. Hope you are not short on time.
OK, great! I´ll be right back:)
I am back, but as I thought, it´s going to take a while. We´ll have to watch and wait......
Doing a bit more in-depth cleanup so that your little Asus gets "on it´s feet" again for the future:)
We´ve got plenty of space now on it already:)
Ok, done. Now we really just can wait until the Windows 10 download is done....
You are welcome, almost done:)
Now it´s copying it to your USB stick...
Please save this stick afterwards, just in case you need to repair Windows 10 again, you surely don´t want to go through the same procedure again:)
Oh yes, going slowly but surely....
The error on your damaged PC you mean?
Usually that happens if the PC crashed or lost power. But sometimes also because of a software which did wrong modifications to the Windows file system. It can also be a damaged HD, that´s what we need to find out.....
I hope we can fix it with a Windows 10 repair installation, if not, it could be the case that we must reinstall Windows 10.
Once the stick is ready, you´ll need to plug it into your damaged PC´s USB port. Then you turn it on and quickly press F10, F11 and F12 all the time and without a break. Then, a menu should pop-up which let´s you select the drive you want to boot from. It should list your USB stick there. Select it with the arrow-keys and press ENTER. Then the Windows 10 setup should begin. When this happened, reply to me again please and we will go through the options....
Ok, what exactly is not working?
Ah, good old HP, they do everything different, you already mentioned it. In this case, try F9, push it all the time while the BIOS shows until that menu pop´s up. If it doesn´t try the same with the ESC key.
Can you let me know the exact model including number again please?
Hmm, manual says that it either is F9 or ESC key. Turn it off again. When you turn it on, press F9 and ESC -full power- ALL the time until that menu pops up. Don´t wait, directly after you press the power button and it turns on, you must do this.
Is the USB stick plugged in and is there any other message shown instead?
I just confirmed again with HP, for the Pavillon 23, it´s the ESC key. You have to turn on the PC and right away hit ESC all the time. Stroke it like mad a 100 times in a row and that menu should pop-up.
Yes, that´s because it boots from the HD, we need to prevent this by using the boot-menu to select your USB stick and boot from that one instead.
Did you hit that ESC key (upper left corner) a hundred times, directly after you´ve turned on your HP Pavillon? :)
Ahhh! Ok, try that slow then, this box might be the one and because you pressed ESC again, it disappeared... So let´s try just pressing ESC one or two times. In any case, it´s the correct key :)
Sorry, what you mean?
I mean: did you try to press the ESC key just one time?
Let´s do it different, press F10 several times (like 20 times) 1 second after you´ve turned on your HP Pavillon, that should bring us to the UEFI / BIOS.
Hmm, OK, that´s really impossible.... is your HP Pavillon completely turned off now?
You must press the power-key at least 5 seconds long to really turn it off, otherwise it will just go to power-save mode.
Let me know when you´ve turned it completely off please....
And you did press the power-key for 5 seconds at least, then it turned itself off, correct?
(while you saw that blue-screen)
OK, I don´t normally do this, but please have a look at this Youtube video how to get that menu I am talking about. It´s not about the Pavillon 23, but it´s the same procedure for it.
Maybe that gives you an idea what I am talking about, because it´s hard to explain it in text sometimes. In any case, when the HP is off, you press it´s power button and right away you'll also have to rapidly hit the ESC key on the keyboard to get to these options.
It should be like in the video, you turn it on, then you should see the HP logo and while this HP logo shows, you hit that ESC key rapidly.
If you don´t see the HP logo at all, the computer was not completely turned off, but was in power-save-mode. That would explain why you can´t get to that menu.
Do you see that menu like in the video now?
What is not working now? What did you do in the menu that popped-up?
Was it the same menu like in the video?
Yes, you should go down to the boot menu (like in the video) and select your USB stick there, then hit ENTER on it. Then next it should ask you something like "press any key to boot from DVD" or something along those lines, that´s where you just press any key and then the Win 10 setup should begin.
Ahhhhhh! What options does it show you now?
Or what is it doing now at all?
After you´ve turned it on?
Or after you´ve selected your USB stick in the boot-menu?
At what point are you? Did you just turn on the HP or where you already able to select the boot-menu entry for the USB stick?
I mean, what exact steps did you do that it now just shows that HP logo?
Do you have Skype on your mobile? We can try to do a video call and you could film the HP screen and I tell you what to do....
OK, so you:
1) Turned on the HP by pressing the power button
2) Did hit ESC
3) The boot-menu came up and you selected the USB stick
4) Then the Windows 10 Setup did how up and now it´s doing nothing?
Then it didn´t load the Windows 10 setup :( But booted from your HD.
Do you actually see the USB stick in the boot-menu at all?
Do you have WhatsApp?
I mean do you have WhatsApp on your phone? Because I´d like to see some pictures of what you are doing, otherwise I think we get completely lost.
OK, please add me ****************
We can also do a WhatsApp call...
But my spoken English is not that perfect.
Thanks for the friendly communication again Mark and I hope you are not to disappointed that we have diagnosed a hardware failure of your Laptop in the end. I hope that HP can fix the defective hardware part for you. Meanwhile, your litte Asus laptop should be faster than before and now has plenty of free space for you to use:)
If you have any questions in the future, please enter them in the format "For expert ComputerVauck ONLY: Question ......." at the following site:
It´s best if you bookmark the site directly in your browser.
I wish you a great time and remain until next time with best regards,
I hope you had a nice week so far and I would be eager to know if HP already found the faulty hardware and was able to replace it?