I hope I can help, the first thing to do would be to restart the computer and see if this will bring the PC back to normal.
Press Ctrl Alt Delete at the same time on the keyboard, then there is a little icon on the right of the screen, click that and you should be able to restart.
Please carry this out when convenient is that OK?
no icon is appearing
to the right of the screen there should be a little white circle, please click on it and then restart
I am not getting a white circle
is this windows 8?
select the windows key please and "D" on the keyboard at the same time, you should get the desktop
ok, can you press ctrl alt delte at the same time, then you should see what looks like a start button, little white circle with a line at the top
click that please and then restart
Please let me know if this cures the problem for you.
Hi, are you still having this issue please?
yes I have tried everything possible including trying to reset laptop to factory settings and it wont let me do it
Could you please elaborate on "won't let me do it" - what exactly happens please, what error messages do you get etc?