Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.
(Secure Remote Assistance is not appropriate for a computer that is not booting up properly, but if you want a phone call instead, by all means request one. Thanks.)
Please tell me - before going to the gray screen - what shows on the computer's screen before it turns gray ?
That's OK. Return to this case after awhile if you like, to let me know how it went - or, to tell me how it didn't work out and ask for advice.
If you don't receive assistance, I will pass your request for a refund on to Customer Support and they will take care of it.
I'm about done here... but, I will be working and online on Sunday.
I am in Eastern USA Time.
When you wish to resume this case at any time, just go to
Thanks. Good evening.