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Hello my name is***** will be assisting you today. I am sorry to hear that you are having such trouble. I will try my best to help you. Could you please answer the following question
If you don't mind me asking why do you want to restore to factory settings?
Could you please let me know the service tag of the Dell laptop which you can find on the bottom of the laptop.
Note: - Please reply using the box below.
It seems like you opened another question to reply please reply on this page only.
Thank you.Which was the operating system that came with the Laptop?
Are you able to login to windows 10 ?
It seems like you are not getting some of my replies i will resend it.
OH OK do you want to try and remove that virus or go straight to windows 10 reset (which is re-installing windows 10)?
OK windows 10 reset will do that but before doing that are you currently chatting to me from the problematic PC?
Do you have another PC where you can chat from so that you can follow my instructions step by step and let me know the progress.
Note : - Resetting windows 10 will erase all the files on the laptop so if you have data to be backed up please do that first.
OK give me 3 minutes to prepare the instructions for you then you can do it by yourself,Is that OK with you?
I apologize for the delay.Its simple to do
Before you start the process please do the following Make sure the laptop is plugged inRemove all USB external hard drives connected to the laptop.
Here are the instructions
Click on start then click settings then in settings page click on Update & security.In settings page click on Recovery on the left.Then you can see Reset this PC click on Get started just below that Then another window pops up in that select the option Remove everthing.That will start the process and restart the laptop.
At the desktop, click the Search the web and Windows box and type "reset".Select Reset this PC (System Setting).Under Advanced Startup, select Restart now.At the Choose an option screen, select Troubleshoot.Select Factory Image Restore.Follow the on-screen instructions to complete the reset process. This will take some time and your computer will restart.
I hope this will help you.If you have any doubts please let me know.
If you do not have any further questions please rate me using the rating options (stars) on the top of this page, select the rating and click on submit. If you need any help in the future please use this link to ask for me http://www.justanswer.com/computer/expert-john/