How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Josh Your Own Question

Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 16050
Experience:  5 years as Network Admin, 10+ years of IT support
50836188
Type Your Computer Question Here...
Josh is online now
A new question is answered every 9 seconds

When I boot up my home computer, I get a screen that says

Customer Question

When I boot up my home computer, I get a screen that says
Choose your keyboard layout", US, Albanian, Arabic (101), Arabic (102) etc.
Submitted: 2 months ago.
Category: Computer
Expert:  Josh replied 2 months ago.

Hi!

Please hold down the POWER BUTTON for 5-10 seconds until your computer powers off. Wait 1 minute and power the computer back on. Try using it again now.

If you can take a minute and use the rating system to rate our session as 3 stars or higher and press Submit so I am credited with helping you.

Customer: replied 2 months ago.
I did that, then unplugged from power strip. Still no help. Then I unpluggeg from wall outlet and let it sit overnite. Still same screen
Expert:  Josh replied 2 months ago.

Is this the first time that you are setting up the computer? Was it purchased brand new?

Customer: replied 2 months ago.
No, I have had this computer for about 4 years. The windows 10 was installed without my knowledge about 3 months ago.
Expert:  Josh replied 2 months ago.

Has Windows 10 ever worked properly?

Customer: replied 2 months ago.
pretty much since it was installed
I use it every day (until Now!)
Expert:  Josh replied 2 months ago.

Are you using a USB mouse? If you are, please try removing the USB mouse and putting it into a different USB port on the computer.

Customer: replied 2 months ago.
Im not home now, but, I'll have my wife try that.
Expert:  Josh replied 2 months ago.

Great! Please let me know how it goes

Customer: replied 2 months ago.
keyboard does not work either.
She is doing that now. and rebooting
Expert:  Josh replied 2 months ago.

Okay, thank you.

Customer: replied 2 months ago.
Still doing the same thing...Screen says choose your keyboard layout
Expert:  Josh replied 2 months ago.

I understand but can she use the mouse/keyboard now that she plugged them into different USB ports?

Expert:  Josh replied 2 months ago.

She will need to select the information on the screen and once you get past those screens, it will boot into the login/desktop screen. She will need to make the selections using the keyboard or mouse.

Customer: replied 2 months ago.
Still the same. No mouse or keyboard (Ctr, alt, del.) etc. No mouse pointer. nothing gets past the screen.
Expert:  Josh replied 2 months ago.

Did she plug in the keyboard and mouse into different USB ports?

Is your computer a touchscreen?

Customer: replied 2 months ago.
plugged into different ports and rebooted.
No, not touchscreen
Expert:  Josh replied 2 months ago.

Is she using ports on the computer or using a USB hub?

Customer: replied 2 months ago.
she caught an error msg. "Unmountable boot volume"
Yes, ports on the computer itself.
Customer: replied 2 months ago.
I teach high school and have a class coming in in 2 minutes.
Expert:  Josh replied 2 months ago.

We can pick it back up when you have time. You can reply back here when you are free again

Expert:  Josh replied 2 months ago.

The unmountable boot volume is a very concerning issue because that means the operating system is corrupt and would need a repair/reinstall.

Customer: replied 2 months ago.
Ok, thx
Expert:  Josh replied 2 months ago.

You're welcome.

Please take a look at my last reply about the error message above.

Customer: replied 2 months ago.
I di.d not get that response
Expert:  Josh replied 2 months ago.

The unmountable boot volume is a very concerning issue because that means the operating system is corrupt and would need a repair/reinstall.

Customer: replied 2 months ago.
I got it on my phone, thx
Expert:  Josh replied 2 months ago.

Great, thanks.

Expert:  Josh replied 2 months ago.

I have not heard back from you in a while -- If the issue is resolved, please rate our session as 3 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.

Expert:  Josh replied 2 months ago.

I still have not heard back from you in a while -- If the issue is resolved, please rate our session as 3 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.

Related Computer Questions