How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jason Jones Your Own Question

Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 14398
Experience:  Over 10 years of professional experience.
30759776
Type Your Computer Question Here...
Jason Jones is online now
A new question is answered every 9 seconds

My computer does not respond to command. Have windows 10. I

Customer Question

My computer does not respond to command. Have windows 10.
I can open files on the desktop but not documents. Tried shutting down and it got stuck on that mode. Finally got out of that and am at my desktop. Can't log on to Internet - can't restart can't open the windows icon nothing - only able to open desktop files to see what's in it but not the documents
Submitted: 1 year ago.
Category: Computer
Expert:  Jason Jones replied 1 year ago.

Hello,

I will be the person helping you today.

I can see that you may need a little bit of extra help.

May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?

Once the remote session begins, we will be able to communicate via a chat window on your computer.

Thank you,
Jason

Customer: replied 1 year ago.
Hi I'm on my cell - can't open my wifi my laptop shows only desktop. You can call me to get me to the point where I can share the screen please(###) ###-####Thank you
Expert:  Jason Jones replied 1 year ago.

I am sorry, a phone call will not be possible. Please, elaborate further on your particular problem. You can access the Desktop, but not the Internet?

Customer: replied 1 year ago.
Desktop is open I can't go anywhere from here only open files o have there but not the docs in them. Can't print or connect to the internet even tho I juts plunged in the wire hoping that it would make a difference - but no
Expert:  Jason Jones replied 1 year ago.

Please, leave the network cable plugged into the computer and restart the computer. When you do that, are you given access to the Internet?

Customer: replied 1 year ago.
I tried - it does not respond to my command
Expert:  Jason Jones replied 1 year ago.

May I ask what it means when you say that it didn't respond to your command?

Customer: replied 1 year ago.
When I click on any of the taskbar bottoms on the bottom of my screen the little rotating circle flashes for a second and that's all
Expert:  Jason Jones replied 1 year ago.

Okay, let's do the following:
- Press the following three keys at the same time: CTRL, ALT, & DEL

- Choose Task Manager

- In the top menu back, click File > New

- In the command window, type the following and click ok: rstrui

- Choose to restore to an earlier point in time.

- Choose a date from at least a few days before this problem began.

- Click Next > Next > Finish > Yes

- After that completes and reboots, you should be good to go.

Please, keep me updated after this is complete.

Customer: replied 1 year ago.
I did it 4x i- clicked on Task Manager but it did not open- went straight back to my desktop screen
Expert:  Jason Jones replied 1 year ago.

At the desktop, if you press the Windows key and the letter R at the same time, are you given a command window?

Customer: replied 1 year ago.
Expert:  Jason Jones replied 1 year ago.

Fantastic. I am glad to hear that.

- In the command window, type the following and click ok: rstrui

- Choose to restore to an earlier point in time.

- Choose a date from at least a few days before this problem began.

- Click Next > Next > Finish > Yes

- After that completes and reboots, you should be good to go.

Please, keep me updated after this is complete.

Customer: replied 1 year ago.
I only have one time listed there- this is what it says in line one- nothing else here. I tried the down arrow to look for an alternate/earlier date but nothing...
9/30/2015 3:25pm
Windows update
Critical update
Customer: replied 1 year ago.
Ok I clicked - show more restore points and found 3 critical updates within the last 3 weeks
Customer: replied 1 year ago.
Click on one of those..?
Expert:  Jason Jones replied 1 year ago.

Choose one of the dates from before the problem began.

Customer: replied 1 year ago.
Doing it now
Expert:  Jason Jones replied 1 year ago.

Thank you

Customer: replied 1 year ago.
It went to restart and has been dark since.... About 2 minutes now...
Expert:  Jason Jones replied 1 year ago.

Please, wait a few more minutes.

Customer: replied 1 year ago.
Ok
Expert:  Jason Jones replied 1 year ago.

Thank you

Customer: replied 1 year ago.
FYI ... Still dark. The light around the power/ off-on button is still on...I hear a slight humming ...
Expert:  Jason Jones replied 1 year ago.

Press and hold the power button until it turns off. After it is off, turn it back on.

Customer: replied 1 year ago.
I did.the computer logo " Toshiba - Leading Innovations" came up- as it does when I normally turn it on... The little circle was spinning below... ... Then it went dark, but not completely off . Then a larger spinning circle. Now login desktop- logging in... VERY slow to respond.. Nothing yet. Stay tuned pls
Expert:  Jason Jones replied 1 year ago.

Thank you for the update. I will be standing by.

Customer: replied 1 year ago.
It showed my picture and name as usual but still spinning circle. Then dark- now desktop with box saying: "systemRestore did not complete successfully. Your computer files and systems were not changed.
Details: the Systems Restore is still in progress or did not complete "
Expert:  Jason Jones replied 1 year ago.

That is not good news. Please, repeat the instructions for restoring the computer, but use a different date. I look forward to your results. I will be standing by.

Customer: replied 1 year ago.
you can try sysyemsrestore again or try a different restore point.... Or try advanced method.
- ok will I loose everything after the date I choose...?
Expert:  Jason Jones replied 1 year ago.

You will not 'lose' data or documents. It will just restore your configuration to that time.

Customer: replied 1 year ago.
Don't know what that means but am doing it now thanks
Expert:  Jason Jones replied 1 year ago.

In simple terms, it will fix the problem with Windows. It will not delete any files or anything.

Customer: replied 1 year ago.
Should I " scan for affected programs?
Expert:  Jason Jones replied 1 year ago.

No

Customer: replied 1 year ago.
Ok going way back tithe farthest date 9/9/15. Wish us luck!!
Expert:  Jason Jones replied 1 year ago.

I wish you luck; however, luck is not needed in this case. If that doesn't work, there are countless other ways to fix the issue.

Customer: replied 1 year ago.
Thanks :-)
Expert:  Jason Jones replied 1 year ago.

:)

Customer: replied 1 year ago.
FYI - Still on the "wait while your Windowd files are being restored... screen "System is restoring the registry"
Customer: replied 1 year ago.
Hi are you still here with me? I am "in" but it's running EXTREMENLY SLOW!! Something is not right .. you can try to take over my screen now
Customer: replied 1 year ago.
I guess that even though there are countless other ways to fix the issue, you have decided that you will not be the person guiding me through one or the other of these ways.
Expert:  Jason Jones replied 1 year ago.

Hello,

Often times, my work schedule changes. Sometimes I work 18 hours every day, but sometimes I only work 10 hours per day. Yesterday was an 8 hour day. I am back now. Please, let me know when you are ready for the remote session to begin.

Thank you,

Jason

Related Computer Questions