How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard, Software Engineer
Category: Microsoft
Satisfied Customers: 44682
Experience:  Over 15 year experience resolving Microsoft Office Issues
Type Your Microsoft Question Here...
Richard is online now

my lap top (HP Compaq)will not boot up at all (even in safe

This answer was rated:

my lap top (HP Compaq)will not boot up at all (even in safe mode) I have run a self test for boot up and memory etc but it gives me no conclusive answers. it part boots up to the Microsoft symbol then I get a blank screen as if it was in a loop but can't open.
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.

Can you tell me which version of windows you are running please?

Thank you
Customer: replied 4 years ago.

windows vista (business version)

Thank you

Can you start the computer and keep tapping F8 until you get to the menu.

Choose Safe Mode with Command prompt.

When it has loaded so you can type, type in

sfc /scannow

Press enter and let this complete. Once it has, type in

chkdsk /r

Press enter, then restart the computer and tell me if windows now loads correctly please.

Thank you
Customer: replied 4 years ago.

will load all files in safe prompt but won,t let me enter info to scan

What exactly happens when you try to load Safe mode with command prompt?

Customer: replied 4 years ago.

list of widow programs appear as it loads the screen turns blank

ok, we will need to attempt a recovery via the recovery manager.

If you turn off the computer.

then turn it on and keep tapping F10

Are you able to get to the recovery manager?

Customer: replied 4 years ago.

I'm in to computer set up

ok, we will need to attempt a Factory Restore.

As part of the process, you will see the option to backup your data.

Make sure to choose this if you need to keep your data.

Programs you will need to install again.

Do this, let it complete and when it has, tell me if windows is now loading correctly please.

Thank you
Customer: replied 4 years ago.

cant see a back up data option it showing files self test diagnostics

ok, you should see the option for a Factory Restore.

Are you seeing this?
Customer: replied 4 years ago.

have got restore defaults under files

ok, you need to choose that then look for the option to backup data.

If you do not see this option, tell me before proceeding please.

Customer: replied 4 years ago.

it request an answer to confirm

Sorry I dont understand.

An answer to what question?
Customer: replied 4 years ago.

am I sure I want to restore the default configeration

ok, then you do not have the option here to backup your files.

Before we proceed, do you need to save files from the computer first?

Customer: replied 4 years ago.

how if I can't get in?

We would need to remove the hard drive and connect it to another computer

you will still be able to copy off your data.

Then you put the hard drive back in the Laptop and complete this restore.

If you are not comfortable dismantling the laptop (it is a large task) you could take it into a computer store to have this done for you.

But at the present moment, this is the only method to get your data off the laptop if you need to save it.

Customer: replied 4 years ago.

thanks for your time I will have to look at the options I presume if I proceed I will lose all data and programme files which I will have to reload?

That is correct, you will lose all data and program files.

But we have to do this to rule out windows as the issue (if the restore failed we then confirmed it is a hardware fault, likely to be the Sata port on the motherboard).

But doing this confirms it

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
Customer: replied 4 years ago.

ok thanks will leave a rating


Your welcome

If you need anything else, please let me know

Thank you
Richard and other Microsoft Specialists are ready to help you