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Marco
Marco, IT Consultant
Category: Computer
Satisfied Customers: 688
Experience:  10+ years of experience as an IT Consultant.
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I have a Dell 1521 & I clicked on the House button

Resolved Question:

I have a Dell 1521 & I clicked on the House button and now it is stuck on the Dell Media Direct screen. I have tried powering off and then hitting the house button, but it still goes to mediadirect. I also switched from Vista to Windows 7 over a year ago.


I have detached the battery pack for over an hour.


I have keyed PF12 while powering up and then tried a Diagnostics.


 

Submitted: 10 months ago.
Category: Computer
Expert:  Marco replied 10 months ago.

Marco :

Hi there,

Marco :

My name is Marco

Customer:

Hi, I am Cindy

Marco :

Hi

Marco :

Can you please describe to me what the house looks like and what should it normally do?

Customer:

The house has musical notes and film on it, plus the bottom third of screen is black.

Customer:

normally I go into windows 7

Customer:

I dont use the Media Direct at all

Marco :

so as soon as you start the computer

Marco :

do you see the dell logo

Marco :

and then the windows logo?

Customer:

normally, but not now

Marco :

ok please describe to me what you see as soon as you turn it on

Customer:

dell screen

Customer:

resuming windows

Customer:

and then blue screen

Marco :

ok

Marco :

can you please turn it off

Customer:

ok

Marco :

then turn it on but keep pressing F8

Marco :

just keep pressing on it

Customer:

ok

Customer:

same thing

Marco :

did a black menu come up?

Customer:

no

Marco :

if it didn't then it didn't detect you pressing F8

Marco :

ok turn it off again

Customer:

dell screen

Marco :

as soon as you start it up KEEP pressing F8

Marco :

so repeatedly

Customer:

i held the f8 down the entire time

Customer:

I did not press it repeatedly

Marco :

try pressing it repeatedly

Customer:

when I power off, it says exiting windows

Marco :

yes that's fine

Marco :

turn it on again

Marco :

once it's on

Marco :

let me know

Customer:

i got the system restart page

Marco :

ok what are the options

Customer:

restart or delete restoration

Marco :

select delete restoration

Marco :

then let it run

Customer:

dell media direct building you dell media direct files

Marco :

ok

Marco :

let it run

Customer:

blue screen

Marco :

what is on the blue screen?

Customer:

just my pointer

Marco :

is there a message?

Customer:

nope

Marco :

press ctrl alt and delete together

Customer:

nothing is happening

Marco :

do you get a screen come up?

Customer:

did it twice

Customer:

no

Marco :

so on the keyboard pressing CTRL ALT and Delete all at the same time

Customer:

yes

Marco :

do you have two screens or 1 screen?

Marco :

connected

Customer:

one

Customer:

I am on two laptops

Marco :

ok now on the dell hold onto the power button until you hear it power off. So just keep holding until it shuts down by itself

Customer:

done

Marco :

so its shut down now

Marco :

just give it 30 seconds

Customer:

yes

Marco :

then turn it back on

Customer:

ok

Customer:

dell screen

Customer:

media black and white screen

Customer:

then black screen

Customer:

then blue

Customer:

now on Welcome to Dell Media Direct

Customer:

now back to blue screen

Customer:

still on blank blue screen

Marco :

still no text?

Customer:

no

Marco :

can you try pressing CTRL ALT and DELETE

Customer:

no change

Marco :

what about ALT and TAB together

Customer:

nothing

Marco :

can you press the CAPS LOCK key

Marco :

and see if the LED light comes on

Customer:

yes it did

Marco :

so the keyboard is working

Marco :

which delete button are you pressing?

Customer:

top right corner

Marco :

is it next to the END key

Customer:

no

Marco :

ok try pressing ALT F4 together

Customer:

nothing

Marco :

when you took out the battery

Marco :

did you have the power cable connected?

Customer:

no

Customer:

I disconneted everything

Marco :

ok please hold onto the power button and keep holding onto it

Marco :

what operating system are you using on the dell

Marco :

is it windows 7?

Customer:

yes

Marco :

ok F8 should work

Marco :

do you have an external keyboard that you can plug in

Customer:

no

Customer:

it say window xp is embedded

Marco :

sorry so the dell is using windows xp embedded?

Customer:

I guess. I had loaded windows 7 after purchase

Customer:

I am on the Window Advanced Options menu screen

Marco :

ok

Marco :

great

Marco :

do you see on the list

Marco :

safe mode?

Customer:

select safe mode?

Marco :

yes select safe mode

Customer:

cross your fingers

Marco :

ok

Customer:

please select the operating system to start: windows xp

Customer:

i have to use that one don't I

Customer:

?

Marco :

does it have windows 7 on the list?

Customer:

no

Marco :

ok select that one then

Customer:

I selected it and now I have

Customer:

A problem has been detected and window has been shut down to prevent damage to your computer.

Marco :

is it shutting down?

Customer:

If this is the first time you've seen this stop error screen, restart your computer. If this screen appears again, follow

Customer:

no

Customer:

its just stopped

Marco :

ok what do you see now on the screen?

Customer:

it has a Run CHKDSK /F to check for hard drive corruption

Marco :

ok

Marco :

can you click on any buttons?

Customer:

It starts off with:



A problem has been detected and window has been shut down to prevent damage to your computer.If this is the first time you've seen this stop error screen, restart your computer. If this screen appears again, follow these steps: Check for viruses







Customer:

no buttons working

Customer:

not even caps lock

Marco :

ok seems like it's stuck

Marco :

ok hold onto the power button

Marco :

and turn it off

Customer:

ok

Marco :

now turn it back on

Marco :

and keep pressing F8 again

Customer:

ok menu screen

Customer:

advanced options

Customer:

select: last known good configuration?

Marco :

no

Marco :

safe mode again

Customer:

ok

Marco :

let's see if it happens again

Customer:

yes, it did it again

Marco :

ok now try last known good configuration

Customer:

black and white media direct screen

Customer:

black screen

Customer:

blue screen

Marco :

so same as before

Customer:

welcome to media direct building your dell media files

Customer:

now it says:

Customer:

Dell media direct express cannot access your hard drive , due to BitLocker is enabled. and an exit button

Marco :

ok press the exit button

Customer:

ok it shut off

Marco :

seems like there is an issue accessing the hard drive

Marco :

because of bitlocker

Marco :

so now it's shut off?

Customer:

yes

Marco :

ok turn it on again and press F8

Marco :

on the list there will be safe mode with command prompt

Marco :

select that

Customer:

same error screen

Marco :

what is the computer that you're currently using?

Marco :

is it also a laptop

Customer:

HP laptop

Marco :

so there's a few options

Marco :

at the moment you cannot boot into windows

Marco :

so you may need to take the hard drive out of the dell

Customer:

no

Customer:

physically?

Marco :

yes

Marco :

are you comfortable with doing that?

Customer:

sure

Marco :

but do you have one of these:
http://www.amazon.com/2-5-Inch-Aluminum-External-Enclosure-Silver/dp/B000UTQOEW

Marco :

you need to take the hard drive and then put it in a USB enclosure

Customer:

that would be no

Marco :

so you can connect it to your HP

Marco :

oh ok

Customer:

what is it?

Marco :

basically it allows you to put in the hard drive from the dell

Marco :

into it so it can be connected to another computer via USB

Marco :

so that you can access your files on the hard drive

Customer:

so is it a cable?

Marco :

it's a case and a cable

Marco :

think of it like a shell

Customer:

oh

Marco :

inside the shell you will put in the hard drive

Customer:

dont have it

Marco :

ok can you restart and press F8 again

Customer:

ok

Marco :

on the list do you see Repair your computer?

Customer:

no

Customer:

enable boot logging

Customer:

enable vga mode

Customer:

directory services restore mode

Customer:

degugging mode

Customer:

disable automatic restart on system failure

Customer:

start windows normally

Customer:

reboot

Marco :

safe mode is not on the list?

Customer:

yes safe mode

Customer:

safe mode with networking

Customer:

safe mode with command prompt

Marco :

ok so there's no Repair Your Computer

Customer:

no

Marco :

ok was thinking of performing a recovery

Customer:

yes

Customer:

that would be good

Customer:

but not on this screen

Customer:

directory services restore mode?

Marco :

no that won't help

Customer:

Window domain controllers only

Marco :

did you install windows 7 on top of windows xp? on the dell?

Customer:

yes

Customer:

I just realized... it was Vista not xp

Customer:

so why is xp embedded?

Marco :

did you install it?

Customer:

It came with Vista and I installed Windows 7

Customer:

I hate Vista

Marco :

ok that meant the recovery partition to restore the system is gone

Marco :

do you still have the windows 7 cds?

Customer:

yes

Customer:

reinstall?

Marco :

yes the only option now is to reinstall windows 7

Marco :

because the existing windows is corrupted and you cannot boot into windows, safe mode

Customer:

ok

Customer:

so we are done?

Marco :

yes

Marco :

if you have any issues with the reinstall

Marco :

let me know

Customer:

okay

Customer:

thank you

Marco :

no problems

Marco :

bye for now

Marco :

if you can take a minute to rate my services that will be great

Marco :

by clicking the smiley faces

Marco, IT Consultant
Category: Computer
Satisfied Customers: 688
Experience: 10+ years of experience as an IT Consultant.
Marco and 13 other Computer Specialists are ready to help you

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