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Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 34678
Experience:  Over 15 year experience resolving Microsoft Office Issues
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My Microsoft had computer will not reboot. This started

Customer Question

My Microsoft had computer will not reboot. This started after our electrics blew a couple of days ago. We get a blank screen with a grey line which goes to blue for about a third of the way and then stops dead.
Thank you for any advice.
Lesley Fretwell
Submitted: 10 months ago.
Category: Microsoft Office
Expert:  Richard replied 10 months ago.

Hi there and welcome Lesley

Can you remove the power cable to the computer please

Then hold the power button for 60 seconds then release.

Connect the power cable and then tell me if it now starts correctly please.

Customer: replied 10 months ago.
No good. Same white screen.
Expert:  Richard replied 10 months ago.

Can you tell me the make and model of the computer and the version of windows please?

Customer: replied 10 months ago.
Can't I'm afraid apart from Mackintosh HD. About 12 years old.
Expert:  Richard replied 10 months ago.

ok.. so this is a Mac computer? As you said initially Microsoft?

Customer: replied 10 months ago.
Expert:  Richard replied 10 months ago.

Thanks

  1. Shut down your Mac.
  2. Locate the following keys on the keyboard: Command (⌘), Option, P, and R.
  3. Turn on your Mac.
  4. Press and hold the Command-Option-P-R keys immediately after you hear the startup sound.
  5. Hold these keys until the computer restarts and you hear the startup sound for a second time.
  6. Release the keys.

Then tell me if it starts please.

Customer: replied 10 months ago.
You would think it would have a serial number on the case but it does not.
Expert:  Richard replied 10 months ago.

its ok, please do the instructions I gave you, repeated below

  1. Shut down your Mac.
  2. Locate the following keys on the keyboard: Command (⌘), Option, P, and R.
  3. Turn on your Mac.
  4. Press and hold the Command-Option-P-R keys immediately after you hear the startup sound.
  5. Hold these keys until the computer restarts and you hear the startup sound for a second time.
  6. Release the keys.

Then tell me if it starts please.

Expert:  Richard replied 10 months ago.

I can call if it is easier?

Customer: replied 10 months ago.
Can't find option button on keyboard
Expert:  Richard replied 10 months ago.

It is the key with the OPT on it, bottom left

Customer: replied 10 months ago.
No. Bottom left ctrl
Customer: replied 10 months ago.
No button with opt on.
Expert:  Richard replied 10 months ago.

then it does not sound like it is a Macintosh computer.

Lesley, I really need please to know what type of computer you have as its no use to be guessing like this.

I offered to call, please accept the request

Customer: replied 10 months ago.
All I can see is a request for another £28 to have a call. Is this correct?
Expert:  Richard replied 10 months ago.

That is correct Lesley as I keep giving instructions to a computer you tell me you have, but you do not in fact have....

Customer: replied 10 months ago.
Well it has an apple symbol on it!
Expert:  Richard replied 10 months ago.

yes you have a windows keyboard?

Customer: replied 10 months ago.
Well the machine and mouse have the apple logo.
Expert:  Richard replied 10 months ago.

I am asking about the keyboard

Customer: replied 10 months ago.
Expert:  Richard replied 10 months ago.

ok, you have to connect the Apple keyyboard to it please

Customer: replied 10 months ago.
The apple keyboard is the one I am using! and it does not have the opt key.
Expert:  Richard replied 10 months ago.
  1. Shut down your Mac.
  2. Locate the following keys on the keyboard: Command (⌘), ALT, P, and R.
  3. Turn on your Mac.
  4. Press and hold the Command-Option-P-R keys immediately after you hear the startup sound.
  5. Hold these keys until the computer restarts and you hear the startup sound for a second time.
  6. Release the keys.

Then tell me if it starts please.

Customer: replied 10 months ago.
No go I am afraid.
Expert:  Richard replied 10 months ago.

ok, power it off, hold down the left SHIFT key and with it held down, try to start the computer.

Keep it held down until it starts or fails please.

Customer: replied 10 months ago.
The line under the apple logo creeps along and always stops about a third of the way along.
Expert:  Richard replied 10 months ago.

ok, give it 5 minutes, can take some time

Customer: replied 10 months ago.
Ok
Expert:  Richard replied 10 months ago.

thanks

Customer: replied 10 months ago.
Nothing
Expert:  Richard replied 10 months ago.

Thanks

It is the internal motherboard that has faulted. Everything else has been ruled out. It will have a blown capacitor from the outage as the most likely cause

I am really sorry about this and you are going to have to return the computer to have this replaced.

If you would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 10 months ago.
Thank you.
Expert:  Richard replied 10 months ago.

your welcome

If you need anything else, please let me know and please remember the service rating via one of the stars at the top of the screen then submit.

Thank you

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