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Byron
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 2057
Experience:  CCNA, A+, MCSE with over 12 years experience.
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AFTER A MICROSFT UPDATE ON 11/11/2015 MY GATEWAY ZX6800 WILL

Customer Question

AFTER A MICROSFT UPDATE ON 11/11/2015 MY GATEWAY ZX6800 WILL NOT RESTTART. WHEN TRYING TO START TO WINDOW 7, ONLY THE USER ICON SCREEN APPEARS AND KEEPS REAPPEARING , BUT THEDESK TOP NEVER APPEARS
Submitted: 1 year ago.
Category: Computer
Expert:  Byron replied 1 year ago.

Hi Richard. My name is***** you for your question and the opportunity to assist.

What happens when you select Safe Mode with Command Prompt ?

Customer: replied 1 year ago.
SORRY FOR THE DELAY, JUST FIGURED OUT WHERE YOUR RESPONSE BAR WAS. I WILL CHECK THAT AGAIN TO GIVE YOU THE CORRECT ANSWER, BE WITH YOU SOON
Expert:  Byron replied 1 year ago.

Thanks. If it succeeds you'll get a black screen with a prompt that looks like this:

C:\Windows\System32>_

Customer: replied 1 year ago.
PLEASE HOLD ON, RESTARTING IN SAFE MODE
Expert:  Byron replied 1 year ago.

Use the Safe Mode with Command Prompt option

Customer: replied 1 year ago.
we are talking with you on a different computer since we cannot get past log in screen. when activating command prompt on safe mode, the user ID window comes up again and just as before on all selections of safe mode, every time we touch the icon it keeps reappearing. will not go past the user ID icon.
Expert:  Byron replied 1 year ago.

So, are never getting the chance to enter your password?

Customer: replied 1 year ago.
are you still with me, after my delayed start
Expert:  Byron replied 1 year ago.

Yes,

So, are you never getting the chance to enter your password?

Customer: replied 1 year ago.
I am not sure we are still in communication, are you there
Expert:  Byron replied 1 year ago.

I am.

So, are you never getting the chance to enter your password?

Expert:  Byron replied 1 year ago.

I am here.

So, are you never getting the chance to enter your password?

Customer: replied 1 year ago.
Correct I am never getting the password *****
Expert:  Byron replied 1 year ago.

Do you have a Windows 7 disk you can use to boot from and try to repair this?

Customer: replied 1 year ago.
Can not find them, computer over 4 yrs old
Expert:  Byron replied 1 year ago.

I understand. Since the usual methods to do repairs aren't working and there is no Windows 7 disk available, the last option is a

factory reset. Are your files backed up?

Customer: replied 1 year ago.
Can I trust the chance to do that we are CPAs and have thousands and thousands of files that would be at risk cannot do that
Expert:  Byron replied 1 year ago.

OK. When you start the computer and begin pressing the F8 key, on the Advanced Boot Menu there is an option called Last Known Good Configuration.

Have you tried that?

Customer: replied 1 year ago.
I have tried all options on safe mode there's no restore points allowed me to do no options since the computer inquiry indicated that you were gateway text is there a way for me to order a set of Gateway iOS I'm sorry you gateway you just have to start up disk
Customer: replied 1 year ago.
sorry I am using the voice mode on the phone and some of the words got scrambled but basically is there a way for me to order startup disk to you since you are a gateway tech according to
Expert:  Byron replied 1 year ago.

You can order recovery media from here: http://us-store.acer.com/erecovery/rcd/

but this isn't exactly what you need. This software does a factory recovery

which would put your files in jeopardy. You can use them but you'd first need to

remove the hard drive and copy your files off the drive.

What you need is a Windows 7 disk to boot from. The disk will give you access to the tools

you need to repair the computer.

Customer: replied 1 year ago.
basically you're telling me that if I get a Windows 7 reboot disk that would be the place to start before I would have to see if the repair would be made before I would try to know s startup disk is that correct
Expert:  Byron replied 1 year ago.

That's correct. You put the disk in the drive, start the computer and begin tapping the F12 key.

This will load a startup menu that will allow you to select the DVD drive to boot from.

Customer: replied 1 year ago.
Is the Windows startup disk 7 Windows 7 startup this available through you
Expert:  Byron replied 1 year ago.

I'm sorry, it is not.

If you have access to another Windows 7 computer you can create one:

http://windows.microsoft.com/en-us/windows7/create-a-system-repair-disc

Customer: replied 1 year ago.
Sorry I'm repetitious but I just want to be sure so if I have windows 7 on a laptop or another type of computer to start up disc will be the same is that correct
Expert:  Byron replied 1 year ago.

The computer doesn't matter as long as it's running Windows 7.

Customer: replied 1 year ago.
Ok okay thank you is there a reference number or case number ***** use if I need more information after this initial sign up
Expert:  Byron replied 1 year ago.

I don't have anything like that to give you but you'll have JustAnswer automated email in your inbox.

You can also save this page as a bookmark/favorite in your browser.

Customer: replied 1 year ago.
Ok thank you I'll give it a try from here
Expert:  Byron replied 1 year ago.

Sure. This question will remain open until you close it so you can return any time.

And if you could take a moment before leaving to provide a service rating using

the stars at the top of the page it would be much appreciated.

Customer: replied 1 year ago.
I would still need the answer to the cost for the disk for the original operating system for the ZX 6800 what you said you could provide could you advise me of a cost in the shipping methods
Expert:  Byron replied 1 year ago.

I believe the recovery disk is $20. It will show before you enter payment information.

Shipping depends on how you want it shipped (see attachment)

Customer: replied 1 year ago.
I want to order the disc, but link will not allow me to use it
Expert:  Byron replied 1 year ago.

I'm not sure what is meant by "not allow me to use it".

What happens after you enter your serial number or SNID

and click Submit?

Customer: replied 1 year ago.
After I log into the link that you sent me I am unable to do anything on that page is is if it was frozen I would like to order discs and the link you've given me does not allow me to process anything at all. It does not allow me to import any information and know where does it ask me for the serial number thank
Expert:  Byron replied 1 year ago.

I'm sorry that's not working. This is the page you should be seeing (attachment)

If you're unable to get to that page, look at the attachment.

At the top of the picture you'll see an 800 number.

Use that instead of the website.