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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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My Asus Q8768 Notebook PC won't go past the sgn in page.

Customer Question

My Asus Q8768 Notebook PC won't go past the sgn in page. Battery charges fine. will only show Home and sign-n screen. Won't respond to touch or attach-on mouse.
Submitted: 6 months ago.
Category: Computer
Expert:  Jennifer French replied 6 months ago.

Hi! My name is*****'ll be assisting you today.

You said it won't go past the sign in page and your mouse isn't responding?

What have you done to resolve the issue on your own?

Customer: replied 6 months ago.
turned it off and back on; plugged in to totally charge battery; attempted to get past sign-in while plugged in
Customer: replied 6 months ago.
are you going to respond?
Expert:  Jennifer French replied 6 months ago.

Yes, I am here. It may take me a minute but I am here.

Let's start with something simple. Have you tried plugging the external mouse into a different USB port to see if you can use it?

Customer: replied 6 months ago.
is the $32 for direct access in addition to the $47? and the mouse works fine
Expert:  Jennifer French replied 6 months ago.

If I were to remote into your system, yes it would be an extra fee, but if you can't login to your system, we wouldn't be able to connect anyway.

Expert:  Jennifer French replied 6 months ago.

You said the mouse works fine, will it let you click into the sign in area to sign in at all?

Customer: replied 6 months ago.
I click on the sign in area and nothing happens
Expert:  Jennifer French replied 6 months ago.

Hmm. I am going to give another expert a go at this as I am stepping out soon. This is at no extra cost to you at all. Please stand by.

Customer: replied 6 months ago.
Just noticed when I turn it off...its really not off because the green battery light is flashing - not off
Expert:  technicalcat replied 6 months ago.

Hello, do you still need help with this request? If so, I can help you now. Please tell me if you are running Windows 8 or 10.

Customer: replied 6 months ago.
10 I believe
Expert:  technicalcat replied 6 months ago.

Please try this test procedure. Shutdown the computer and remove the battery. Then , plug in the AC adapter, and attempt to power on. Let me know the results. Thanks.

Customer: replied 6 months ago.
Never mind - I fixed it. It was in a stuck "sleep" state I guess. once I realized the light wasn't going off, I troubleshooted. My card won't be charged will it?
Expert:  technicalcat replied 6 months ago.

Yes, that is why I suggested to remove the battery. This would exit the sleep state.

You can ask for a refund if you wish, but I won't get any credit for time spent helping you.

Customer: replied 6 months ago.
I solved it. I wouldn't know how to remove the battery if that was going to be your suggestion.
Customer: replied 6 months ago.
I'm asking for a refund

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