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michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4981
Experience:  Indept expertise on MS Office package
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after doing micro updates on my husbands computer it has a

Resolved Question:

after doing micro updates on my husbands computer it has a frozen screen and he can't log on
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  michelleclive replied 2 years ago.
michelleclive :

Hi, My name is ***** ***** i will be assisting you

michelleclive :

ok

michelleclive :

Please let me know the operating system installed on your computer

michelleclive :

is it xp, vista, windows 7 or 8

Customer:

windows8

michelleclive :

ok..

michelleclive :

is it a desktop or laptop

Customer:

laptop Compaq cs58

michelleclive :

ok..

michelleclive :

please hold down the power button of laptop for 10 secs and it should shut down

michelleclive :

remove the battery and unplug adapter cord

michelleclive :

now keep the On button on laptop pressed for 10 secs

michelleclive :

plug in adapter cord and insert battery and turn on laptop

michelleclive :

let me know if you are able to boot to windows normally or not

Customer:

no change same screen locked and not letting me log onto my computer

michelleclive :

does it ask for a password

michelleclive :

or its stuck at loading windows

Customer:

yes

michelleclive :

when you enter the password, does the password ***** accepted

michelleclive :

or it gives you an invalid password *****

Customer:

no it will not take any password

michelleclive :

ok

michelleclive :

when did you run the update

Customer:

yesterday from microsoft

michelleclive :

ok

michelleclive :

restart computer and tap the f8 key

michelleclive :

you will reach a advanced boot menu

michelleclive :

let me know once there

Customer:

restarted comp pressed f8 time and time again but still same screen like an upside down rainbow

Customer:

then when I move the cusor the screen goes blue/purple and asks password ***** tells me its incorect

michelleclive :

ok...got it

michelleclive :

seems either the password ***** entered is incorrect or the update has messed up some windows file system setting

michelleclive :

restart and tap the f12 key

Customer:

no change

michelleclive :

do you have any recovery disc for the laptop

Customer:

no

michelleclive :

and windows 8 disc

Customer:

sorry yes one I did a while ago

michelleclive :

ok so you have a recovery disc

michelleclive :

before we try that lets attempt the f8 menu once more

Customer:

one of 3

michelleclive :

restart and as soon as it start on compaq logo tap the f8 key

michelleclive :

ok

michelleclive :

try the f8 and let me know if you are able to reach the f8 menu

Customer:

no change

michelleclive :

ok

michelleclive :

please insert the disc that you have and restart and tap the f2 key

michelleclive :

please insert the disc and restart and tap the f2 key

michelleclive :

let me know once you reach the setup screen

Customer:

hardware diagnostics uefi

michelleclive :

ok..does it come up with any menu or options

Customer:

system information, system test, component tests, firmware management, test logs, language, exit.

michelleclive :

ok..select exit

michelleclive :

and then remove the disc

michelleclive :

once you reach the logon screen let me know

michelleclive :

we will try another key sequenec

Customer:

pressed exit and its restarting disc is going round but same screen is back up

michelleclive :

remove the disc

michelleclive :

then try the below

michelleclive :

keep any of the ‘SHIFT’ keys pressed, and select ‘RESTART’ from power-off icon (usually on the bottom right corner). Keep the ‘SHIFT’ keys pressed while windows tries to restart. ‘Advanced Startup options’ will appear before the Laptop restarts.

Customer:

done

michelleclive :

let me know once you get the advanced startup screen

Customer:

ok got choose an option

michelleclive :

do you see system restore

Customer:

got chose an option exit and continue to windows 8.1 use a device, trouble shoot, turn off your pc

michelleclive :

ok

michelleclive :

click troubleshoot

michelleclive :



click troubleshoot





michelleclive :

let me know what options you get next

Customer:

Michelle I have to go out but will keep both computers on sandby

michelleclive :

sure

michelleclive :

can you give me an idea by what time you will be back

Customer:

got refresh or reset your comp or use advanced tools

michelleclive :

click on advanced tools

Customer:

refresh your pc reset your pc advanced options

michelleclive :

click advanced options

michelleclive :

let me know what you get next

michelleclive :

do you get system restore option listed??

Customer:

yes I have selected it

michelleclive :

ok

michelleclive :

restore system back to a date before you ran the update

michelleclive :

once the restore completes check if you are able to logon to windows or not

Customer:

its not taking my password ***** its locked me out

michelleclive :

Please check the caps lock key while you are entering the password.

Customer:

tried that

michelleclive :

we have tried all steps however it fails the only option left is to run the windows recovery

Customer:

I have to step out I am late for meeting should be back by 16:15

michelleclive :

what is the time right now?

michelleclive :

post me a message whenever you are back

Customer:

back now

michelleclive :

ok

michelleclive :

do you have the recovery disc

Customer:

I have gone for a full reset

michelleclive :

ok

michelleclive :

good that you initiated it..

michelleclive :

so has it completed or still under progress

Customer:

now at 16% and rising

michelleclive :

ok

michelleclive :

i will be online with you

michelleclive :

let me know once it completes or gets stuck in between..

Customer:

ok no problem

michelleclive :

thanks

michelleclive :

what% did it reach

michelleclive :

you seem to be offline...

michelleclive :

do let me know the status once the reset completes

Customer:

ok guys good news after it finished wiping my hard drive I am back to normal

Customer:

thank you Michelle and the rest of the team

michelleclive :

great

michelleclive :

good to know this has worked for you

michelleclive :

please let me know if there is anything else i may help you with

michelleclive :

please click on a smiley face\stars below to rate my service

michelleclive :

thanks for choosing just answer

michelleclive :

you may click on a smiley face below now and click submit

michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4981
Experience: Indept expertise on MS Office package
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