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Cody
Cody, Senior Systems Administrator
Category: Computer
Satisfied Customers: 1308
Experience:  Systems Administrator
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My computer will not restart. It cycles between a screen

Customer Question

My computer will not restart. It cycles between a screen that says your computer has encountered a problem and nees to be restarted. We will restart for you. System thread exception not handled. It then goes to a screen that says Preparing auto repair. It. Cycles endlessly.
Submitted: 9 months ago.
Category: Computer
Expert:  Cody replied 9 months ago.

Hello. My name is ***** ***** I will be assisting you today.

Expert:  Cody replied 9 months ago.

What's the make/model of the device and operating system?

Customer: replied 9 months ago.
HP Pavillion. Windows 10. I am having to do this on my. Phone. Havig trouble
Expert:  Cody replied 9 months ago.

If you press F11 repeatedly on startup, does it take you to a recovery manager menu?

Is there any data on here you need recovered if we try to reload it to factory default?

Customer: replied 9 months ago.
F 11 does nothing. I just want my computer back
Customer: replied 9 months ago.
It won't go to startup.
Expert:  Cody replied 9 months ago.

Try F8 and then F10

Customer: replied 9 months ago.
Nothing
Expert:  Cody replied 9 months ago.

You're pressing it repeatedly on startup?

Customer: replied 9 months ago.
It went to startup utility
Expert:  Cody replied 9 months ago.

ok, what are our options here?

Customer: replied 9 months ago.
If it is easier for you togo to remote assistance, fine with me.
Expert:  Cody replied 9 months ago.

we can't do remote assistance yet as the computer can't boot

Expert:  Cody replied 9 months ago.

What's the options under startup utility?

Customer: replied 9 months ago.
I don, t know the options
Customer: replied 9 months ago.
File catagory storage security. Power advanced
Expert:  Cody replied 9 months ago.

choose Advanced

Customer: replied 9 months ago.
ok
Expert:  Cody replied 9 months ago.

whats options under Advanced?

Customer: replied 9 months ago.
Power on options Bios power on. Bus options. Device potions
Expert:  Cody replied 9 months ago.

ok sounds like you're in bios, we don't want this.

Expert:  Cody replied 9 months ago.

try turning off/on and F11 repeatedly again

Customer: replied 9 months ago.
Nothing now I have the Setup utility
Customer: replied 9 months ago.
I have the Setup utility
Expert:  Cody replied 9 months ago.

Are you able to take a picture with your phone and attach it here?

Customer: replied 9 months ago.
I dont think so
Customer: replied 9 months ago.
Did that work
Expert:  Cody replied 9 months ago.

Did this come with Windows 10 or did you upgrade to it?

Is there a Windows 7 product key on bottom of device?

We may have to burn a DVD to reinstall.

Customer: replied 9 months ago.
I upgraded to 10, it came with 7
Customer: replied 9 months ago.
Key W8b2j 6xcym rc9hm 7749p hg4bb
Expert:  Cody replied 9 months ago.

do you have access to a working computer and blank DVD?

Customer: replied 9 months ago.
No
Expert:  Cody replied 9 months ago.

can't*

Expert:  Cody replied 9 months ago.

That's going to be our only option if we can't get it to boot to recovery manager using F11.

Customer: replied 9 months ago.
Does the setup utility help
Expert:  Cody replied 9 months ago.

no

Customer: replied 9 months ago.
What is secure boot configuration
Expert:  Cody replied 9 months ago.

its to prevent the computer from running risky external devices.. like a bootleg dvd or an infected flash drive

Customer: replied 9 months ago.
Thanks for tryi ng
Customer: replied 9 months ago.
Why am I able to access email on my phone
Expert:  Cody replied 9 months ago.

It's going out to the email server and not through your computer probably.

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