Hi. My name is***** you for your question and the opportunity to assist. Is the computer
still on with the frozen screen? If so, hold down the power button until the all-in-one shuts down.
Once it turns off, press to power button again to turn it on and let me know if it still is frozen.
Thanks. Power the computer off again and remove the power cord from the back of the machine for 60 seconds.
Plug it back in and power on the machine.
OK. Other than the power cord and keyboard and mouse, what else is plugged in to the machine?
Please shut it down and start it up with the network cable disconnected.
Did the machine come with Windows 10 or was it upgraded from 8.1 ?
Gotcha. I'm not sure why the machine is locking up like this. You mention that the last
normal shutdown was 2 or 3 days ago. Was there some type of abnormal shutdown
between now and then?
If you have another computer you can use and a USB flash drive you can use
the Microsoft Media Creation Tool to create a bootable Windows 10 drive.
Once the flash drive is created you can boot the all-in-one from it and do a startup repair
and see if that will fix it. Click the link below and on the page scroll down and click Download Tool Now.
And follow the prompts to create the USB drive.
I can then walk you through booting from the flash drive.
I do have to say though that it's not normal for a new machine to have to be scanning
the hard drive. This is something done when a problem on the drive is detected.
Hi. It's after midnight here on the East coast and I'm clocking out for the evening. I'll
be in touch in the morning and we can continue then. Thank you.
Good morning. Once the flash drive has been prepared, plug it in to the AIO. Turn the machine on and start
tapping the F2 key to enter the Settings menu. Once in, select Secure Boot Disable. Click Disable, then Apply.
Next select Advanced Boot Options and set Enable Legacy ROMs. Click Apply then Exit.
The machine will restart, so quickly start tapping the F12 key to open One Time Boot Menu.
Under Legacy Boot select, using the arrow keys, USB Storage Device and press Enter.
The machine will boot from the flash drive.
Follow the prompts for Language, Time and Keyboard and click Next
On the Install Now page at the lower left click Repair your Computer (see attachment)
Click Troubleshoot, Advanced Options and select Startup Repair (see attachment)
Let the process run and once done you should be able to boot up normally.