Welcome to JustAnswer. My name is XXXXXX XXX I'll be helping you.

Let me know when you're ready to start this chat.

Thanks - are you getting any message on the screen when you click start > Shut down

Like this program cannot be closed, force close? etc

I see, please Click the Windows Start button > In the box, type services.msc and press enter > Right click the user profile service and select restart > Then reboot the computer and see if the issue persists

Please add this page to your favorites or bookmark so you can return to this chat after the steps. Additionally you can return to this session by using the link in your email from Justanswer, or going to this web address: http://tinyurl.com/3m9w9d6

Thanks, I'll stand by here

And to reboot, you'll need to press the power button down until the computer shuts off

ok

I see - can you restart the service

ok

I see - this points to a corrupted user profile.

What we'll need to do is create a new profile

Do you have a flash usb drive

It's a little plugin drive that can hold files

Can you backup any important files on your account to it?

Switching a user profile will keep all programs on the computer, and all files in the my documents folder, but I just want to make sure you have anything important that is stored in other places saved to the flash drive

Great -

Click the Window start button > In the box, type user accounts > Press enter on the keyboard

On the window that comes up, click the Manage another account link > Finally click the Create a new account link > Create a new admin account called test

Log off your current account, then log into this test account and try your programs there. Please let me know if you are able to shut down the computer from that account.

To return to me after you do that (as you will need to log off this account), please go to this page: http://tinyurl.com/3m9w9d6

Thanks

I see - it looks more corrupted than I thought - can you click Start > in the box, type cmd > From the search results right click cmd and press Run As Admin > Does a black box pop up?

I see, lets try this:

Power down the computer (press and hold the power button), then turn it back on after 5 seconds, and start tapping F8 on the keyboard immediately, try logging back in with Safe mode with networking and let me know when you're back in.

Alright, I'll see you on the other side of that, thanks

I think what happened is you didn't press the power button long enough, it suspended the computer, then when you pressed it again it brought you back here

Please try to hold the power button down until you see the computer turn off suddenly

Sure thing

Great - click Start > in the box, type cmd > From the search results right click cmd and press Run As Admin > Does a black box pop up now?

Ok - type net user

press space

/all

*i'm sorry, /add

press space

type what you would like the name of the account to be next

press space

then the password, if you use one

So net user /add username password

After you're done, just press enter on the keyboard

And it should say the command was successfully completed or similar

make sure it's /add

no space between / and add

yes, sorry about that, correct, no space after the slash

It's very picky

Alright good, now what you'll want to do is turn off the computer again by powering it down, and this time, if it asks you as you startup again - go ahead and select start windows normally

Then log into the new account you made (you'll see it as a choice on the account screen)

And see if that account will let you shut off the computer normally, through Start > Shut down

Thanks