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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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My Dell XPS desktop PC has a BSOD issue and it won't let do

Customer Question

My Dell XPS desktop PC has a BSOD issue and it won't let do anything ...
JA: Just to clarify, what's the exact model of your Dell? And what operating system are you running?
Customer: I do not know what model it is, but I'm running Windows 10!
JA: Have you installed any updates recently?
Customer: Not that I'm aware of ... this is the third instance of a BSOD I've encountered!
JA: Anything else you want the computer expert to know before I connect you?
Customer: YEP ... I searched Youtube and pressed the F12 key as recommended!
Submitted: 9 days ago.
Category: Computer
Expert:  Jason Jones replied 9 days ago.

Hello,
I am the person that will be helping you today.

Are you able to boot into windows at all?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 9 days ago.
NO ... the PC is 'dead'!
Expert:  Jason Jones replied 9 days ago.

Okay. When you say that the pc is dead, does that mean it doesn't turn on at all?

Customer: replied 9 days ago.
right now, the PC is going thru a F12(key) test ... it's about 97% completed!
Expert:  Jason Jones replied 9 days ago.

Thank you for the update. I will be standing by.

Customer: replied 9 days ago.
I'm currently using an old Dell laptop!
Expert:  Jason Jones replied 9 days ago.

Thank you for the updtae.

Customer: replied 9 days ago.
Here's some history ... I purchased this Desktop @ 2 years ago! I really haven't encountered any problems until I upgraded the PC to Windows 10 (about a year ago!) So, I took the PC to my local 'Computer Masters' and the technician replaced the failed 500K hard drive with a newer 1 Terabyte 'Seagate' drive ... and 'NO' I never backed up the old drive, so I lost everything! There is a lesson there! About 3 weeks after the new 1T 'Seagate' drive was installed, it also failed ... the technician had only seen that occur once before ... so, I've pretty much given up on 'Computer Masters' and sure enough, the PC BSOD'd again right before Thanksgiving ... I hate using this laptop! It is REAL slow and I am NOT a good typist!
Expert:  Jason Jones replied 9 days ago.

I am sorry to hear that you have had so many problems with the computer. It sounds like you have a faulty Windows installation and/or the drive controller is failing. In the last 20 years working in this area, I have only seen a few hard drives ever go bad.

On another topic, if you still have the old hard drive, you can still recover data from it.

What was the result of the F12 key test?

Customer: replied 9 days ago.
Thank you Jason ... the old drive has been 'discarded' and the PC is about 98% completed with the F12 key test ...
Expert:  Jason Jones replied 9 days ago.

Thank you

Customer: replied 9 days ago.
I was warned about Windows 10 and it could also be a controller failure ... THANK YOU FOR YOUR PATIENCE!
Expert:  Jason Jones replied 9 days ago.

You are welcome, thank you for your patience.

Customer: replied 9 days ago.
I recovered (re-created) MOST of the old 'C' drive files EXCEPT for some old photographs!
Expert:  Jason Jones replied 9 days ago.

Okay

Customer: replied 9 days ago.
The F12 key test is at 99% ...
Expert:  Jason Jones replied 9 days ago.

Thank you.

Customer: replied 9 days ago.
The F12 key test just finished and it reads 'ALL TESTS PASSED' ... when I last encountered the BSOD, I received a funky message (which I neglected to write down) so, NOW WHAT?
Expert:  Jason Jones replied 9 days ago.

May I ask for you to turn the computer off and on again? What is the message that it gives you?

Customer: replied 9 days ago.
I just 'exited' the F12 mode and all I continue to receive is the DELL logo (in a circle)!
Expert:  Jason Jones replied 9 days ago.

Turn it off and on again.

Customer: replied 9 days ago.
The 'DELL' logo lasts on the screen about 10 seconds and the PC re-boots after each iteration!
Expert:  Jason Jones replied 9 days ago.

I am sorry to hear that. What is the full model name of your computer?

Customer: replied 9 days ago.
It is a Dell XPS desktop model number ????
Customer: replied 9 days ago.
The service tag is 1W94WV1, if that helps!
Expert:  Jason Jones replied 9 days ago.

At this point, you will need to resinstall Windows after you first make a backup of the files on the computer.

Customer: replied 9 days ago.
HOW DO I DO THAT, SINCE THE PC DOES NOT BOOT!
Expert:  Jason Jones replied 9 days ago.

You would need to plug the hard drive into another computer and transfer the files that way.

Customer: replied 9 days ago.
That may be easier said than done ... I am not a computer person!
Expert:  Jason Jones replied 9 days ago.

I very much understand that. You may need to bring it into a repair shop. Do you have an external drive that you can plug into the computer?

Customer: replied 9 days ago.
I am retired and when I was employed, I had a computer person do ALL THIS!
Expert:  Jason Jones replied 9 days ago.

At this point, do you have the Windows reinstallation CD?

Customer: replied 9 days ago.
I do have a Western Digital 'Passport' drive ... would that work?
Customer: replied 9 days ago.
Sorry. I have NO CD's!
Expert:  Jason Jones replied 9 days ago.

We can use that to transfer the files. You will need to create a bootable CD on the working computer, put it in the problem computer, boot from it, and then copy the wanted files over.

Do you wish to continue when you have some recordable CDs/DVDs?

Customer: replied 9 days ago.
The PC was delivered with Windows 7 Home Premium! But alas, I have NO CD's
Expert:  Jason Jones replied 9 days ago.

Thank you for the update. On your computer, there should be a colorful "Windows Microsoft Label". Do you see that? There is a 25 digit product key on it. As long as you have that key, I can help you download and burn the cd. Do not post the 25 digit key here.

Customer: replied 9 days ago.
Sure, why not! As long as you can assist, step-by-step!
Expert:  Jason Jones replied 9 days ago.

Okay, do you see the 25 digit key?

Customer: replied 9 days ago.
YEP ... it is ********************
Expert:  Jason Jones replied 9 days ago.

Okay. Do you have a CD-R (Blank CD)?

Customer: replied 9 days ago.
NOPE ... I never had a need for any!
Expert:  Jason Jones replied 9 days ago.

For now, you will need one to use to reinstall Windows 7 on the problem computer. Do you have any usb flash drives that we can use for this?

Customer: replied 9 days ago.
I only have a 2 GB USB 'SanDisk' cruzer
Customer: replied 9 days ago.
It is also a micro 2 GB USB
Expert:  Jason Jones replied 9 days ago.

May I start a secure remote assistance session with you so that I can better help you resolve this problem? Once remoted in, I will be able to help you create the bootable usb drives.

When the remote session begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 9 days ago.
Sounds good to me ... I'm receiving a message that reads 'Sorry, the Tech Support Specialist can't connect for a Secure Remote Assistance right now' plus other stuff ...Can you now access this?
Expert:  Jason Jones replied 9 days ago.

It appears that your bank or credit card company is blocking the payment, for some reason. You will have to contact your bank or credit card company, let them know that the payment is okay to be processed and that they need to remove the block. Once the block is removed, you may click the "Accept this Offer" button once more to accept.

Customer: replied 9 days ago.
I just re-entered my Visa credit card number and I've never had a problem before!
Expert:  Jason Jones replied 9 days ago.

Okay. Did you follow my instructions and contact your bank?

Customer: replied 9 days ago.
NOT YET ... PLEASE GIVE ME A FEW MINUTES!
Expert:  Jason Jones replied 9 days ago.

Thank you

Customer: replied 9 days ago.
Jason ...I just spoke with my credit card company ... THEY SAID YOU ENTERED AN INCORRECT HOME ADDRESS!
MY CORRECT ADDRESS IS: 1784 Turkey Oak Drive, Navarre, FL,32566 !
Expert:  Jason Jones replied 9 days ago.

Hello,

I didn't enter anything. I have no connection to the billing department. Please, correct the home address information in your account settings.

- Jason

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