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Jins M. N.
Jins M. N., Computer Support Specialist
Category: Computer
Satisfied Customers: 2428
Experience:  Qualified Computer Professional - 12+ years experience. Expert in Computer Hardware & Graphic Design
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When i start up my computer i get only a blue screen

Customer Question

when i start up my computer i get only a blue screen
Submitted: 2 months ago.
Category: Computer
Expert:  technicalcat replied 2 months ago.

Hello, and thank you for using this service.

Sorry to hear you are having trouble. I will help you now.

Does the blue screen flash quickly , or are you able to see it and any error messages? If so, tell me exactly the message you get on the blue screen. thanks.

Customer: replied 2 months ago.
no error message just plain blue screen
Expert:  technicalcat replied 2 months ago.

The screen is just blue, and it doesn't go away?

Customer: replied 2 months ago.
correct it is not the computer i am using now
Expert:  technicalcat replied 2 months ago.

What is the make (brand) and model of this computer?

Laptop or desktop?

Customer: replied 2 months ago.
hp g72b66 notebook
Expert:  technicalcat replied 2 months ago.

Please hold the power button down for about 15 seconds.

The computer should turn off completely.

Release the power button.

Wait 10 seconds.

Press and release power button again to turn on computer.

Tell me exactly what you see on the screen, and what happens from the moment you power on.

Thank You.

Customer: replied 2 months ago.
press esc key for start up window then nothing but a black screen unless i press esc key then i get startup menu
f1 system information
f2 system diagnostics
f9 boot device options
f10 bios setup
f11 system recovery
enter continue startup
when i enter it goes to a black screen
Customer: replied 2 months ago.
when i do f11 it says windows loading files then starting windows then comes the blue screen
Expert:  technicalcat replied 2 months ago.

Please repeat the steps, but do not press any keys. Just power on, and let me know what you see and what happens.

Customer: replied 2 months ago.
it is just a black screen
Customer: replied 2 months ago.
now it says preparing automatic repair
Expert:  technicalcat replied 2 months ago.

ok. let me know the results of that.

Customer: replied 2 months ago.
back to black screen
Expert:  technicalcat replied 2 months ago.

This would be a lot easier to fix over the phone. I did send you an offer for that if you would like me to call you.

If not, please wait at least 5 minutes to confirm if the computer stays on the black screen, and let me know what happens.

Customer: replied 2 months ago.
okay i will wait
Customer: replied 2 months ago.
the screen is still black
Customer: replied 2 months ago.
now is says your computer run into a problem and needs to restart and back to a black screen
Customer: replied 2 months ago.
blue window symbol on screen
Expert:  technicalcat replied 2 months ago.

Please try this and let me know results:

1) Remove battery from computer

2) Ensure AC adapter is plugged in

3) Power on computer and tell me what happens. Don't press any keys.

Thanks.

Customer: replied 2 months ago.
it is thinking right now little symbol is circleing
Customer: replied 2 months ago.
okay i removed the battery powered back up to the black screen
Customer: replied 2 months ago.
preparing automatic repair
Customer: replied 2 months ago.
black screen again
Customer: replied 2 months ago.
hello are you there
Expert:  technicalcat replied 2 months ago.

You have a serious corruption to the windows installation on this computer. That is the general cause and answer to your question. To fix, the only solution I would have at this point would be a hard drive test, and possibly a system recovery. This would involve several steps , and would be best carried out over the phone, as it would be very difficult to do through Q&A, and would take much additional time. Would you like to try these steps over the phone?

Customer: replied 2 months ago.
I performed all these test thru the f2 and f11
Expert:  technicalcat replied 2 months ago.

Not sure I understand your response, and I am out of ideas to quickly or easily fix this problem, so will opt out to other experts that may have other ideas. Thanks.

Expert:  Jins M. N. replied 2 months ago.

Hello Sir/Madam. Thank you very much for giving us an opportunity to help you. I am Jins here to assist you. Please remember these things when we deal with your issue. It may take more than one step/answer to solve a problem. So If my answers don’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, only Rate answer after you are 100% Satisfied. Please do not rate an answer, if you are not satisfied.

It sounds like your laptop computer's operating system is severely corrupted. So you need to try factory restore. Please download this document and follow the instructions in it. You may loss your data while restoring to factory reset.

Regards
Jins

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