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Hello my name isXXXXX will be assisting you today. I am sorry to hear that you are having trouble with your PC. I will try my best to help you
Thank you John
Sir it seems like a hardware failure but to confirm that we need to do some troubleshooting
You are welcome sir
First we can try resetting the laptop
what do you want me to do?
I will explain before that i need some information
when press the power button does it even show the Asus start-up screen?
no nothing. the screen is totally dead
Do you hear any beep sounds from the laptop?Can you hear fan spinning sound from the laptop?
No sound at all. I tried to press the cd draw and that won't work either
What about the light indicators on the laptop other than the battery/power light ?
The only light that is on is in the centre with the icon like two halves of something and that light is red. I think it is usually green
OK thank you for the detailed information,I am almost sure that its a hardware issue mostly the motherboard but we can try the reset option and see if there is any change
Can I get my data retrieved at all?
I will explain about that after resetting
Please do the following
Turn off the laptop completely and disconnect the AC adapter. Remove the battery and press and hold the power button for about 60 seconds. Releases the button do not insert the battery back now plug the adapter back and turn on the computer. See if there is any change and let me know
Yes it is on now - fantastic thank you! So the battery is dead?
That is really Good news even i thought it was a motherboard issue,we need to run few more test to make sure whether its a battery issue or residual charge issue
Are you now on windows desktop screen?
Good now shutdown the laptop completely
should I back up my data first just in case it won't start again?
do you have a external hard drive with you now?
In that case please back up the data you need
thanks it won't take a minute, it is my accounting package
No problem at all,let me know once you have backed up the data
take what all data and let me know
doing it now
Data lose is a very painful
absolutely. I have a new laptop that I haven't initiated yet, so I guess it may be time!
Even if you move to new laptop.To secure your data i suggest the following 1.Back up to a external hard drive2.Do a second back to a cloud back-up system
sorry I won't be long
I believe you meant "it wont be long " ?
OK no problem at all
OK I just finished the most important data. Hopefully I will be able to retrieve anything else - if not.....
So what now?
if you want to double check the data you need to back up.please do so i will wait
it will probably take around 15 minutes as it is from the document folder and photos
No problem i will wait 15 min. but do the following Please bookmark/add to favorites this page, use that bookmark or favourites in case you accidentally close this page during this conversation. You can also get back to this page using the email send by just answer to your email address regarding this question. There is view answer button in the email click on that and you can open this page
done. I will start now, so you will hold?
yes i will,let me know once you are done
You are welcome
one more file to do approx. 5 minutes
No problem at all
I hope you saw my previous message which states how to secure the precious data at the time of hardware or hard drive failure
yes I did thank you and I know this only too well. I just got lazy
ok I am finished
Good,now remove the external hard drive from the asus laptop
then shut down the laptop and unplug the power cable
Now put back the battery and try to turn on only on battery power.Note:-Do not connect the power adapter
let me know the status after that
it has started up as normal by the look of the screen. I have logged in and it all looks normal
Good.What is the charge status it shows ?
i mean battery charge
OK now shut down the laptop and connect the power adapter
ok so shut down completely again? then start with power cord?
yes shut down completely and leave the battery inside then connect the power cable/adapter
then turn on the adapter then power up the laptop
see if it boots up normally
yes it has started up but the middle light is red and the outer lights are green. Is that normal? I don't remember it being red before??
So remember it being green am i correct
not sure, only presuming. do you know for sure?
the color changes in some models so i cannot confirm it either.let me check it one moment in the mean time see if the battery is charging
yes the battery is charging
ok when the laptop was working on power adapter only,what was the color of the led?
OK in that case it can be the battery.if the battery is not holding the charge,like one or more cells in the battery is not holding the charge then this red light can show upbut see if the color changes after its fully charged
You can also try depleting the full charge from the battery and then charge it fully without using the laptop
ok, so how do I deplete the charge from the battery fully without using the laptop?
i mean use the laptop and deplete the charge once the charge is full depleted then charge it without using the laptop.did you understand now?
did you understand what i said above? if not let me know and i will explain
yes so you mean use the laptop only on battery until it runs out then charge the battery in the laptop whilst the laptop is turned off or not booted up?
This complete system shut down issue can also occur if there is residual charge on the motherboard.which is common but you only need to worry about it if this complete shut down happens frequently then you need to send the laptop to service center so that they can check the motherboard throughtly
I have one more question for you.when you use the laptop last time was it on battery power or power adapter?
Unsure. I was using it both ways yesterday and moving it around the office, so it was both
Can't tell you what the last way of use is though
Its OK i was just checking whether the laptop shutdown due to low charge on the battery if that is the case then this residual charge issue can happen,which you do not need to worry
so I need a new battery?
To be honest i cant tell that, let it charge fully then run the laptop on battery power and see if the charge depletes quickly that usual.if that is the case then replace the battery
thank you so much you have saved my day.
Very glad to know that and thank you for your cooperation,Is there anything else you like to know ?
how do I exit and pay balance?
To do that rate me If you are satisfied with my services/answer please rate me using the options just below this chat box select the rating and click on submit that will do it some bonus will be well appreciated.Have a Great God Blessed Day. If you need any help in the future please use this link to ask for me http://www.justanswer.com/computer/expert-john/
Shall do! Goodbye John