Hello and welcome to Just Answer. My name isXXXXX will be happy to assist you today. --- Hello sir/madam, are you currently using the computer in question now?
No i'm using my desktop, My laptop has now almost completely shut down due to the ransomware
can you start your laptop in safe mode(f8) do you know how ?
I was just in it a moment ago
but right now
the laptop wont even turn on
in safe mode, your laptop cannot start?
if we can find a way to start your laptop (in safe mode etc) we can clean the system
the laptop can't start right now
do you see the startup options? (f8)
I meant at all
like the power wouldn't turn on
I just plugged it in
and now it's starting
I can start it in safe mode now
we need to start in safe mode (do not forget to tap the f8 key)
ok, now when you are in Windows, can you click your start button
I pressed the f8 key
the first option is repair your computer
followed by all the safe mode options
Just regular safe mode?
regular safe mode
when you see your start button , please let me know
it wont start in regular safe mode
what is the error? (what happens)
it flickers to the blue screen of death and then restarts
can you restart your computer and tap the f8 key again, this time, let's try to "repair" your laptop
it was not able to repair your laptop ?
i don't know
it's offering me system recovery options
first the keyboard input method
Now this is where things start looking fishy
"To access the command prompt as well, log on using an administrator account"
The default user name is
then it looks for a password
I can switch the username back to "Jordan"
can you just press enter (blank password)
the user name or the password XXXXX XXXXX
do you have important files on your harrdisk ?
We can wipe the whole thing if that will fix it
i'd rather not
yes, it will fix
Okay then lets do it
what is the make and model of your computer?
(for ex: toshiba satellite a120)
I don't know the model exactly
what is the default operating system ?
can you start your laptop and tap the f11 key
it should start the recovery program
it wont let me
It goes to the launch startup repair
you need to press the f11 key right after you power-on the laptop (can you try again)
It's not working
it lets me press f10
can you try f10
there we go
tried it again
we have f10
can you try f11 one more time
It says f11...System recovery
in the lower left corner of the screen
system recovery starts ?
(when you press f11)
and then it goes to the windows Error Recovery
giving me two options
launch startup repair
what are the options
or start windows normally
can you select startup repair
what happens ?
My laptop shuts down
do you have the cd of your hp laptop? (a reinstallation cd, or factory cd, or operating system cd etc)
yes i do
we can start the installation directly from the cd
can you insert the cd now
it goes right to startup repair
when you press f10, it should ask you to select a boot device
can you restart your computer and then press f10
do you see the boot options ?
do you see your CDROM as option?
can you select it and then press enter
your laptop will start reading your cd
and then it should start the installation procedure
no just allows me to enable or disable cdrom boot
can you enable it
It is enabled
now which options do you see?
there is an OK button?
no nothing like that
when you press enter what happens ?
it just keeps me at the screen
and i get locked in to system configuration
I can chance the boot order?
yes, in fact we don't need to do it,
can you restart your computer
when restarting, your laptop will start reading the cd
let's try this:
can you start your computer again
go to system configuration
do you see the STARTUP tab?
which one was system configuration?
f8 > safe mode
there is no startup tab
start windows normally
can you select safe mode
regular safe mode?
flickers to the blue screen
can you go to bios
and then restarts
we need to change the boot order
in bios, can you set the CDROM as your primary boot device
save and exit?\
now can you save settings, exit bios, and then restart
your laptop should read the cd now
it started the installation ? (recovery process)
Well it's given me the option
HP recovery manager
Microsoft system restore(restore your system to an earlier date)
can you follow on-screen instructions carefully
no, we don't want microsoft system restore
restore to factory condition
yes, restore to factory
by the way, everything on your harddisk will be deleted
thats totally okay
ok, let's continue
I can just re install starcraft
since your harddisk will be formatted now (Format=deleting everything), any viruses,spyware etc will be gone too
factory default applications will be installed automatically (including drivers)
so all i have to do now is just wait and put in the next cd
yes (when it asks you to put the next cd, you can put it and continue)
first cd generally loads operating system itself, other cd loads apps+drivers etc.
you are welcome
So i figure this happened because i don't have any Antivirus software
and i didn't really want to use Norton are Mcafee
yes, after installation, you can install a good anti virus program like norton, avg or mcafee
because i've had problems with those in the past
you can try microsoft essentials (free)
is that just a free download?
which bit do i select?
32 or 64?
is your laptop 64 bit? (probably)
i imagine so
you can select 64 bit and run. if it gives error like "your computer is not 64 bit " you can try the 32 bit one
if you have 32 bit and try to run 64 bit, it will give you error before the installation
I guess ill thats all