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Have you tried booting the computer into "Safe Mode" or "Previously known good"?
I will try again
but it did not work last time
Do you see the "Avanced Boot Menu"?
where is it
What are you doing to try to boot into Safe Mode?
there is an option to do that
but it just goes back to the same screen
Where is the option?
How are you getting to that option?
screen comes up with
Which screen? From the time you power on the computer, what exactly are you doing to show that screen?
f9-boot device options
That's the BIOS boot menu. What next?
You mentioned that there is an option to boot into "Safe Mode", but I don't see it listed there. Can you please tell me what steps you take to see that option?
please enter screen
when my sis presses enter
the following screen will come up i imagine
ok ... turn off the computer.
she has turned it off
Now, turn it on and immediately start tapping the F8 key about 1 time every second until you see "Advanced Boot Menu". Then stop tapping F8 and let me know that you are on that screen.
its on the advanced boot menu screen now
Do you see "Last known good configuration" listed there?
Move down to it using the cursor keys, then press enter.
its gone back to the windows error recovery screen
Do you still have the Windows disk inserted?
Remove it, reboot and try the same procedure again.
the same thing has happened again
Ok, reboot again and get back into the Advanced Boot Menu. But this time instead of choosing "Last known good configuration", choose "Safe Mode"
windows recovery page again
Do you have a digital camera so that you can take a picture of the screen and post it to me here?
yes, i have a camera
Can you take a picture of the screen then post it to me here?
I will do
How's it coming along?
give me a sec
Let me know when you return
my mums comp is extremely slow
i feel like pulling my hair out
Oh boy. Well, do you want to just let me know when you've got it sent?
Or, let me ask you this, is there any data on the laptop that is not replaceable? If we wipe out all data on the hard drive and restore Windows, is that an acceptable option?
Well, let me know either way.
Ok. And if you choose "Last known good configuration" and "Safe mode" from that screen, it still comes back to that screen, correct?
Ok. What about the reformat option? Is that a possibility?
lets give it go
Is this Windows XP?
she has disks for both
Ok, and you have your Vista CD. Your product key is printed on a label on the bottom of the laptop. Can you write that down onto a piece of paper? You will need it when you reinstall.
cant see it
what would it start like?
Do you see a sticker that looks similar to:
cant see a thing
hmmm ... that's unfortunate. We can't retrieve that key from the OS unless you boot from another disk. Do you know if that key is written down anywhere?
Ok. The Windows disk that you have, does it say "OEM" anywhere on it? And what is the brand written on the disk (besides Microsoft).
Ok. For HP you will need to enter your product key normally. Dell usually does it automatically. Does the computer that you are typing to me on have a CD burner and do you have a blank CD?
Just cd writer
Which model HP is the laptop?
hp pro book 4510-s
Give me a minute
Turn off the laptop (if it is still on)
turning it off now
do i keep pressing f11
Not more than two or three times.
Ok, then that means your recovery partition has been deleted.
So our only option is to reinstall from disk. But to do that we need to retrieve your product key first. And to do that we need a blank CD.
So do you want to write to me again once you have a blank CD?
and i guess we cant do this with this comp right?
Well yes, we have to use that computer to burn the CD. But we have to boot the laptop from the new CD once it has been completed.
can a cd writer burn cds?
So, let me know when you have a blank CD and we can continue, ok?
we dont have blank cds
i will get back to you later
Right. You'll need to go out and get one. They're pretty cheap these days. Ok, talk to you soon.
Bye for now
I have a disk
can we try it please
thanks for all this
Yep. First you need to download and install ImgBurn from here: http://download.imgburn.com/SetupImgBurn_126.96.36.199 .exe (Remove the space before ".exe"). Let me know when you it installed.
have it installed
so just insert the cd
sorry have no clue
No. Download ImgBurn from the site I mentioned above.
i know that
how do i download onto cd
You don't download onto CD. Just download it to wherever the downloads go on that computer.
If it give you an option to "Run" or "Save", select "Run".
Ok. Tell me when it's done installing.
wizard has come up
Ok, so you now see "Write image file to disc", "Write files/folders to disc", and 4 other options, correct?
do i follow through the wizard
What wizard? What is it asking you?
What does it look like?
Are you referring to the setup program?
welcome to img setup wizard
Ok, yes. Go through the setup. Tell me when you are done.
Now do you see the 6 icons I mentioned above?
Next step is to download Hiren's Boot CD by clicking on the link. Download it to the hard drive, you're still not downloading anything to the CD.
Tell me when that is done downloading.
do i select my comp
how do i get on to hardrive
That is the default.
You shouldn't need to select anything.
iit asks were to save it in
Ok, then can you select your desktop?
Let me know when the file has finished downloading.
Is it on the desktop?
Which version of Windows is this computer running?
Ok, then we have one more download to do first. Download 7-Zip from http://downloads.sourceforge.net/sevenzip/7z920 .exe (Again, remove the space before ".exe"). Then let it run. Go through the complete setup wizard and let me know when that is done.
i think its done
Now you can right-click on the Hiren's download, select "7-Zip", "Extract to Hirens.Boot.Cd..... etc...". Tell me when that is done.
oh darn ... we do have another download. It's a fast one though. You need YUMI from here: http://www.pendrivelinux.com/downloads/YUMI/YUMI-0.0.9.3 .exe (And still again, remove the space before ".exe"). When it's done downloading, run it.
Oh wait .. we don't need YUMI. That's only if we were installing to a USB Flash Disk. You can forget that last part. Just let me know when Hiren's is done unzipping.
so do i need to right click on hirens
Yes, you need to do all that portion.
Right-click on the Hiren's download, select "7-Zip", "Extract to Hirens.Boot.Cd..... etc...". Tell me when that is done.
am extract all?
No. Right-click, "7-Zip", etc...
when i right click on hirens i dont see 7 zip
If you don't see 7-Zip, then choose "Extract All"
do u want to log on remotely
I'd love to, but unfortunately I'm not allowed to yet. That feature is only available to a few people who are beta testing it.
Is Hiren's done extracting?
Ok. Double-click to open the newly extracted folder.
its open i think
Do you see a Hiren's file that ends with .iso?
unless u may the above folder
No. It will start with "Hirens" and end with ".iso"
It may be in a folder down. I'm loading an XP machine now to find out exactly where it is.
Nope. It's in that folder. It's called "Hiren's.BootCD.15.2.iso"
No, you don't want to open it.
You want to right-click on it and select "Burn using ImgBurn".
no option to burn
when i right click
and then what
will it automatically burn to my disk
Did ImgBurn come up? Is it burning the CD? Is the CD inserted in the drive?
the cd is in disk
it has always been there
how will i know its burming
Is it burning?
What does it say in the status bar at the bottom of the ImgBurn window?
do i need to click write
This part is going to take a few minutes and we've been at this over 4 hours now. I need to take about 5 minutes to run downstairs. I'll be back.
Now, eject that CD and put it into the laptop. When you turn the laptop on, start tapping F12 (not F11). Then choose to boot from CD.
the windows error recovery page has come up
Were you able to select to "Boot from CD"?
yrying again now
its saying please select partition by number or Q= Quit and then a list of options
What is saying that? Did you press "F12" repeatedly, then select "Boot from CD"?
the boot from cd option wasn't there
What were the options?
we'vw tried again
there's now a page with a starry universe type background
What options does it show on that screen?
and it says HD partition 1, HD partition 2, Floppy, CD Rom, USB, Network
Select "CD Rom"
it says no CD rom found
the CD's in there though
Ok. Then we have another problem. Your CD/DVD drive is either bad, or the CD you just burned is bad. Take that CD out and put in the Windows CD. We are NOT going to install. I just want you to try to boot from it the same way you tried to boot from this CD.
when the window cd come
windows error sreen comes up
put back hirens cd
but no option for cd
No. Leave the Windows CD in.
Are you pressing F12 to bring up the boot menu with the Windows CD inserted?
ughh ... ok, and it's not recognizing that there is a CD installed still?
to confirm application and driver recovery cd
Yes, that should be the one. Does it say anything about "Disk 1 of x"?
Ok, then that is the correct disk. Unfortunately it looks like your CD drive has died. And we need the CD drive to do the Windows recovery after you get the product key. So you can either get the CD drive replaced, or you can purchase an external CD drive to do the install from. I was pricing them yesterday and they go for about $15 US.