Hello. My name is XXXXX XXXXX I will be assisting you today.
Please tell me the product model number.
how old is the computer
Aspire XC600 Bought at Fry's February 2013
Thanks for the infor
are we chatting on a different computer
yes of course
we might have to restart the computer
unplug the power cable from the back of the Aspire XC600
OK it is unplugged
press and hold the power button which is in the front of the desktop for 15 seconds
do you have anything else connected to the acer desktop
apart from the wireless keyboard and mouse
I pressed the power button for 5 seconds while the computer was unplugged
Correction - I pressed for 15 seconds
The computer is also connected to the Acer touch screen
please turn the computer on and once you are in windows let me know
The computer is on and the monitor is on but there are no windows or tiles or charms on the screen. As I stated it only boots up sometimes.
un plug the monitors video cable from the back of the computer
and check for any pins which is bent or broken
I assume the video cable is dark blue and has 2 protruding finger screws. It does not show bent or broken pins.
that is correct
unplug the video cable and turn on the monitor and tell me if you get a display saying no video or signal.
if you get this message on the monitor that means the monitor is good and the problem is with the desktop computer then we can move further to identify further.
I have received the "no signal" notice several times earlier tonight.
Do you have remote access because the computer works sometimes even without the keyboard as we have the on screen keyboard. Getting booted up is the problem.
yes i have remote access
i will give you the link and let me check if the computer acts fine on remote
How long should I press the power button to boot up?
you can release it now
you dont have to keep it pressed down all the tine
The computer is on. The monitor was starting to turn on but is now silent.
did you get the initial Acer display when you turned the computer on.
Yes, I sometimes get Acer on the screen but not windows.
I have turned the computer on and off a dozen times tonight. It actually worked with windows twice.
It worked with the keyboard once last night but tonight all was with on screen keyboard.
are you able to see windows screen on the monitor
just wanted to know if the computer is booting
I have not rebooted successfullly in the last 5 attempts.
any error or you just get a blank screen
i would suggest you to open and check the connection of the hard drive inside but the problem is that the computer is under warranty
if we open the cover then the warranty will be void.
I have never opened any computer.
my suggestion will be to call a number i will give and then you might get a replacement computer a new unit or the service personnel will fix the problem onsite or you may have to carry the unit to the nearest service center to get the problem fixed
It did open twice earlier tonight.
I mean it booted up twice.
i know what the problem is i can get you the opened the box but the warranty will expire as you open
the problem is with the harddrive or the boot files.
What is the problem?
tell me what you want to do
either the harddrive cable is loose or the windows boot files are corrupted due to which its not booting.
How can I boot up and then request a remote connection? It has booted earlier.
booting is the problem
if it boots fine then i can fix the windows glitch
Yes. That was point #3 in my opening statement.
computer doesnt boot when the windows boot files has a problem or the harddrive is bad or not connected
yes i know
you have to decide about the warranty part then i can suggest you solution
did you get any disk along with the computer
I will not violate the warranty but will try once again to reboot. No disc with the computer/
is the computed power off now
try to tap on the sides lightly when its off
turn the power on and see if it boots
It just booted and the mouse/keyboard both work. I will sign out on this computer and call you on the other, OK
i got it
its a loose connection to the hard drive cable and the mother board of the computer
as you tapped it and it worked
my suggestion to you is call Acer and get the harddrive reseated the warranty will be good and well as the problem will be fixed,
if you open the box the problem will be fixed but the warranty will be void.
Is it possible that the starting and restarting created a problem that can be fixed online .
no sir this is not a windows startup problem this is a connection problem
the cable which connects the hard driver and the main board
it can be the data cable or the power cable which connects the harddrive to the computers main board.
do you want me to give you the numer
Please send ma an e-mail with your service recommendations.
Acer AmericaAcer America Corporation333 West San Carlos StreetSuite 1500San Jose, CA 95110(408)(NNN) NNN-NNNN– Phone(408)(NNN) NNN-NNNN– Fax
its already there in your inbox
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