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Richard, Computer Engineer
Category: Laptop
Satisfied Customers: 43336
Experience:  Over 15 years of consulting to the IT industry
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After entering my password XXXXX just get a blank screen and mouse

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After entering my password XXXXX just get a blank screen and mouse arrow
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Is this when you are signing into Windows?

And which version of windows are you using?

Thank you
Customer: replied 4 years ago.

It is a new laptop and it runs windows 8. I haveused it once then plugged it in to charge it up now windows doesn' t load

Thanks Zoe.

Can you remove the battery from the laptop and the charger.

Hold the power button down for 35 seconds, then release.

Then put the battery back in and the charger, turn on the Laptop and tell me if windows now loads correctly please Zoe.

Thank you

Customer: replied 4 years ago.

No the screen is blank

ok, at the login screen, dont log in, but hold SHIFT and with it held down, click on the power icon in the bottom right and click restart (keeping SHIFT still held down).

Keep it held down until you are brought to a menu.

Choose Troubleshoot, then choose Refresh PC.

Let this complete. It will not delete any data, but any programs you have installed, you will need to install again.

Once this has completed, windows should then load correctly.

Let me know the results please

thank you
Customer: replied 4 years ago.

That has worked thank you

Your most welcome Zoe.

It was a corrupted install. It will be ok now.

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, that would be greatly appreciated.

Thank you
Richard and 3 other Laptop Specialists are ready to help you