For Online Computer Support, Ask a Computer Technician
Hi, thank you for using JustAnswer.com. I am glad to assist you today.
Please let me know when you are ready for chat....
Please let me know when you are ready for chat by posting a reply...
Thank you I can chat now
Hi, thank you for joining chat... Are you using the Packard Bell desktop to chat with me now?
No I cannot get on to the internet with the Packard Bell. I am on one of my old computers at the moment
Ok... But is the problem PC still booting normally?
It comes on OK and lets me put my password in to get on to the desktop but as for anything else for some reason it won't connect to the internet although that is not the problem. It has been running exceptionally slow for a few weeks. I had it in PC World for a healthcheck and they said it was fine but when I got it home I had the same problems.
Ok. I am sorry to hear that. Now, do you have Recovery CDs for your PC?
No it did not come with any CD's
I have got insurance on the pc but just wanted to restore to factory settings myself rather than have to take it back to pc world
Ok. If it did not come with any recovery discs, there are 2 options then:1. Your PC has a "recovery" partition that is accessible via keystroke at boottime2. You need to run the Recovery Disc creation tool to create those discs yourself
Did you remember doing option 2 there?
I was told to use Alt and F12 but that did not work
Do you remember creating Recovery Discs yourself?
No I am afraid I am not that technically minded
Ok... The last option is when you have the built-in and hidden partition that is called "recovery"
Without that partition, you cannot do a Factory Reset
Where do I find that
Otherwise, you need those Recovery Discs
What is the Operating System of the problem PC?
Ok... Please do the following with your problem PC:
1. Click Start => Computer2. Locate the disk drives like Drive C and other drives there. Is there a drive like Drive D named as "Recovery"?
I will go and have a look
Yes please... I will just standby here...
There is the following that shows
Hard Disc Drive (2) Packard Bell (C) and Devices With Removeable Storage (E)
There is no Drive D
Ok... So only 2 drives?
Drive C and E?
Ok... There seem to be no recovery partition... Let us check further if there is a hidden disk. Please do this:
1. Click Start => Control Panel2. In the VIEW selection, if it is set to Category, please click on it and select Small icons3. Then all items in the Control Panel will show up4. Click on Administrative Tools5. Click on Computer Management6. Then click on "Disk Management" at the bottom part
You should see if there is a hidden drive there
It doesn't let me click on small icons. When I click on view it does not say anything about category but you can see small icons but it is faded and you cannot click on it. The only thing that is ticked is auto arrange
Another way to go to Administrative tools is to:1. Click Start => Search2. In the Search box type: Administrative Tools3. Do not press enter, just wait for some seconds for the results to display
OK will try
I am on computer management at the moment
On lower left panel, click on Disk Management
You should see in then if there is a hidden drive or partition
I can see there is a disk D and a few others f.g.h.i.j and 0
Huh? So there seems to be hidden partition?
Ok... Is there a partition there named "Recovery"?
There are four partitions and the first one says healthy recovery
Ok... Please close those windows now. Then do this when you restart the problem computer
1. Please restart your problem PC2. During restart, or while the system is loading, keep tapping the F11 key3. System Recovery window should appear4. Highlight "Recover PC" then press Enter
Sorry about that my dog jumped on the keyboard
Ohhhhh..... lol.... ok no problem...
OK sorry for delay each time the computer is in another room so going backwards and forwards
Ok no problem... please take your time. Remember to press and keep pressing the F11 key while your system is booting. That will trigger the Recovery window
I have tried that 3 times but Windows still keeps starting up
The keystroke needed is F11. Please try again... Keep tapping the F11 key while your system is booting up
Do I need to hold the F11 key down first before tapping it. Also do I need to hold the ctrl or alt key at the same time
No other keys.... When the system is booting up, right when the system restart, keep pressing the F11 key. Do not hold it. Just press and keep pressing at quick intervals
How is it going there?
Please let me know when you see the recovery screen with the F11 key so that we can try another solution
Nothing is happening with the F11 key. I have now tried about a dozen times
Ok... Please try this other steps:
1. Power on or restart your problem PC. 2. When the Packard Bell logo is displayed, press and hold the ALT key while pressing repeatedly the F10 key. Release the keys when a message displays that Windows is loading files. 3. After the system recovery program has loaded follow the prompts to reinstall the operating system.
OK will try that. Thank you for being so patient
You're welcome... please take your time...
A screen has come up saying edit boot options. Not sure what I should be doing with that
I think something is wrong....
The key combination to press is ATL+F10, release only when the message Windows is loading files is displayed. Please try again
I think I may have released too early will try again
yeah...keep ALT key pressed then keep pressing F10
I stopped when it said loading files and the olnly thing that it stopped on was 'edit windows boot options for windows set-up' as the first option, but nothing about recovery
can you tell me the options there?
OK just a sec
Edit Windows Boot Options for: Windows set-up
/MININT/REDIRECT (then a load of numbers and letters -
piece missed off should have been winload.exe
What are the command buttons available for you there?
Like OK.... CANCEL or other buttons
Only what I have typed above. There is nothing else on the screen
Ok... please try to press the ENTER key and see if it proceeds to recovery
Hooray we are getting somewhere. Do I click on the first one completely restore to factory settings. There is an option restore operating system?
You can use Completely Restore option if you want to restore back to its original state when you first use it. All of your personal data and programs will be removed since only the programs that are installed when you first use it will be present after the process. In that case, you will have a like-brand-new PC. However, you need to re-install the other software that you bought
Don't quite understand. As far as I know I have not bought any software apart from games. Is that what you are meaning
I think this is what you need since you have saved all of your files
Yeah... For instance, when you first use it, there are 200 programs. Then after 2 weeks you bought programs and installed them. After the restore, olny the 200 programs will be present...
However, since you have backed up your personal files and pictures there, and that you did not buy other programs, then the complete restore is good for you...
I see. Thank you very much for your time and patience. I just want to ask one more thing when I had to put my bank details in it said something abut starting a free trial and then £28 a month. I don't want to do that so how do I stop them doing that
AS I have insurance on the computer
You can always cancel the subscription mode if you are in the subscription....
But I believe that you are only given that as an option
I haven't agreed to anything yet so I just have to pay for the services you have given me today
Yeah so that is fine already... you are not in the subscription mode
Where do I leave feedback for you as I really appreciate all that you have helped me with
After you click the ACCEPT button, you will see a feedback window
OK once again thanks. Do I need to stay on here until that has finished restoring or should it be OK now
That should be okay now....
Just give it some time to complete....
Thank you for using JustAnswer.
Did you choose Complete Restore?
Please take your time with the recovery process. Just follow the instructions of the recovery wizard....
Thank you it has finished restoring and is not setting up all the settings. Goodbye and thank you very much
Sorry meant it is now setting up all the settings
Thank you for using Just Answer.Please click the ACCEPT button to accept my answer if it helped. Leave a positive feedback then if you are satisfied.
I will do that
Just waiting for it to finish in case I need to ask anything else !!
Ok no problem..... Please take your time....
Restore has finished but it is still running exceptionally slow ??
Hi, thank you for writing back.... I have waited for your reply until I got disconnected because of an ISP issue. I just got reconnected this hour.
I believe that the restore process has been completed successfully. Now, new issue, the system is slow?
What aspect of the computer operation is slow? Is it slow in starting up Windows? Is it slow in opening programs? Or is it slow in running a particular program like Internet Explorer?
Please let me know so that I can help you further.