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 Michelle Your Own Question
Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4956
Experience:  B.Sc. Computer Science with Honors
26798893
Type Your Computer Question Here...
Michelle is online now
A new question is answered every 9 seconds

Will not restart. Windows Error recovery. Keep saying

Customer Question

Will not restart. Windows Error recovery. Keep saying Windows is loading files then Startup Repair-windows can not repair this computer automatically. When I send information about this problem(recommended)
Submitted: 2 months ago.
Category: Computer
Expert:  Michelle replied 2 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 2 months ago.

I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.

please let me know the make and model of the computer

Customer: replied 2 months ago.
Acer Aspire 5355-5050 Windows Vista
Expert:  Michelle replied 2 months ago.

since when are you facing this issue

Customer: replied 2 months ago.
A month
Customer: replied 2 months ago.
If you charging $39 to remote in what was the $36 in the beginning($5 now and $31)
Expert:  Michelle replied 2 months ago.

remote assistance is an additional service which is optional.

in your case that will not be applicable as windows itself is not working so remote session cannot be inititated

Expert:  Michelle replied 2 months ago.

you can ignore that optional service

please try the below

restart computer and tap the f8 key

in the advanced options menu select safe mode and press enter

let me know if you are able to get into safe mode or not

Customer: replied 2 months ago.
Did not get to advanced options to select safe mode. It started running files now it's saying windows can not repair automatically
Expert:  Michelle replied 2 months ago.

ok... seems that windows is stuck in a repair loop and therefore it will not let us recover it from the boot menu

is your data on the computer backed up on external storage?

Customer: replied 2 months ago.
No it is not backed up.
Expert:  Michelle replied 2 months ago.

its always recommended to perform regular data backups on external storage to avoid data loss in situations like the one you are facing

windows is stuck in a loop and the only options we are left with is to try a factory restore

factory restore unfortunately wipes off data and loads the image of the computer when you first got it

so basically it will just roll it back to when you first got it

however if the factory partition too has been corrupted then even factory restore will not work and in that case windows will have to be reinstalled with a disc

before i proceed with the steps of factory restore, i would like to know that since your data is not backed up, would it be fine if the data gets wiped off or data on the computer is important. if you wish to get the data recovered first then you will have to get it done through data recovery service providers

let me know and i will proceed accordingly

Customer: replied 2 months ago.
I'm at system recovery options
It's asking for user name and password
To access the command prompt as well, log on using an administrator account. What is that? User name is ***** ***** but the password ***** not take. How do I change the password ***** or who is the administrator?
Expert:  Michelle replied 2 months ago.

you can leave the administrator password ***** and press enter

Expert:  Michelle replied 2 months ago.

does it proceed further or asks for the password

Customer: replied 2 months ago.
It Ask for password ***** the password ***** have for my computer do not work in it?Under view problem details what do Auto Failover CorruptRegistry and RollbackRegistry mean?
Expert:  Michelle replied 2 months ago.

it means that the windows registry has been corrupted and fixing a corrupt registry would mean reinstalling windows

Customer: replied 2 months ago.
I got to use F8 and I'm in advance boot options? Which safe mode do I use;
Safe mode
Safe mode with networking
Safe mode with command prompt
Expert:  Michelle replied 2 months ago.

select safe mode with command prompt

Customer: replied 2 months ago.
Now loading windows files ran then right back to where I started. Windows is loading files now startup repair can not repair computer automatically
Expert:  Michelle replied 2 months ago.

as i said its stuck in a loop. we can try accessing the factory partition to check if that is intact or it too has been corrupted

but before we do that i would like to let you know that once we start recovery, it will load the factory image that would bring the computer to the condition when you first got it

i will give the steps below

Expert:  Michelle replied 2 months ago.

Turn off the laptop by keeping the power button pressed for 10 secs

Restart the computer and when you see the Acer logo, press

Alt + F10 (press and hold the Alt key, repeatedly tap F10)

It should start the Acer eRecovery process.

There may be 4 options:
1. Restore system to factory default
2. Restore system from user backup
3. Restore system from cd/dvd
4. Exit

Select the 1st one

Expert:  Michelle replied 2 months ago.

let me know if this works or it goes back to the startup repair process

Customer: replied 2 months ago.
Restore Partition is running now
Customer: replied 2 months ago.
What do I do after 7 min before it complete
Expert:  Michelle replied 2 months ago.

if the restore works then your computer will get rolled back to the condition when you first got it

let me know once it completes

Customer: replied 2 months ago.
Windows is setting up my computer now
Expert:  Michelle replied 2 months ago.

seems to be going good

if it finishes then you will have the computer back to the condition when you first got it

Expert:  Michelle replied 2 months ago.

let me know once you reach the desktop screen

Customer: replied 2 months ago.
Downloading everything now
Expert:  Michelle replied 2 months ago.

ok

Expert:  Michelle replied 2 months ago.

from now on please do regular data backups on external usb flash drive or hdd to avoid data loss in future

Expert:  Michelle replied 2 months ago.

let me know once you reach the desktop screen

also let me know if you have any questions

Expert:  Michelle replied 2 months ago.

did it complete

Customer: replied 2 months ago.
What do you do when you get to desktop? It did complete but when you try to go to google to search for example: eBay or amazon
Internet can not display webpage
Expert:  Michelle replied 2 months ago.

how do you connect to internet..through a lan cable or wifi

Customer: replied 2 months ago.
Wifi
Customer: replied 2 months ago.
The computer is showing that we are connected but still getting statement
Expert:  Michelle replied 2 months ago.

wifi will have to be reconfigured on the laptop..do you see the wifi icon at bottom left corner of the screen

Customer: replied 2 months ago.
No
Customer: replied 2 months ago.
On the right side it is showing When looking at network sharing center it is Connected to internet
Expert:  Michelle replied 2 months ago.

ok..open control panel

network and internet

click on wireless networks

do you see the name of you router under available wireless network

Expert:  Michelle replied 2 months ago.

further if its showing connected to internet press the windows and R key together

type cmd and press ok

then type in the command prompt the below command

ping www.google.com

let me know if you see a packets sent, recieved message or something like host name not found or something like request timed out

Customer: replied 2 months ago.
Do not see wireless network. See network and sharing center
Expert:  Michelle replied 2 months ago.

try the command i listed above in command prompt

Customer: replied 2 months ago.
Ok
Expert:  Michelle replied 2 months ago.

thanks

Customer: replied 2 months ago.
Packets:sent=4,received=4,lost=0 (0% loss)
Expert:  Michelle replied 2 months ago.

that means computer is connected to internet

which browser are you using

Customer: replied 2 months ago.
Netzero
Expert:  Michelle replied 2 months ago.

open internet explorer

then try opening any website

Customer: replied 2 months ago.
Internet explorer can not open the internet site
Operation aborted
Expert:  Michelle replied 2 months ago.

In internet explorer: Click Options (little gear) > Internet Options > Connections > LAN Settings > Please ensure that ONLY 'Automatically detect settings' is checked > Apply > OK.

Expert:  Michelle replied 2 months ago.

once done close internet explorer...reopen it and then try opening any website

Expert:  Michelle replied 2 months ago.

if that does not work, i will give you next set of commands to run

Customer: replied 2 months ago.
Did not work. Do we suppose to be searching thru Google? Should it be https
Expert:  Michelle replied 2 months ago.

does the google page open?

Customer: replied 2 months ago.
Next step. I need to go to bed it's after 3am
Expert:  Michelle replied 2 months ago.

oh yes..i understand

i will list down the command for you to try

you may try them tomorrow and update me the status and we can continue further then

Customer: replied 2 months ago.
No. Internet explorer cannot display the webpage
Customer: replied 2 months ago.
I'm going to bed. What next
Expert:  Michelle replied 2 months ago.

press the windows and R key together

type cmd and press ok

then type in the command prompt the below command

ipconfig /release press enter

ipconfig /renew press enter

ipconfig /flushdns press enter

once done open internet explorer and try opening a website

let me know the status once you have tried and we will continue further then

if you wish you can also get in touch with your internet provider to make them check the wifi settings

Customer: replied 2 months ago.
Will get in touch with provider. Also maybe because not all of window 11updates were not completed. Thank you for help.
Expert:  Michelle replied 2 months ago.

you are welcome

Feel free to ask if you have any question. I hope I’ve provided the information you were seeking. Please provide a rating for the service, effort and the time by clicking on the stars located in the upper right corner of the page. Thank you

Customer: replied 2 months ago.
I need to talk to you about my computer is still not working
Expert:  Michelle replied 2 months ago.

let me know when you can be online so that i may help you

Customer: replied 2 months ago.
I'm in
Expert:  Michelle replied 2 months ago.

from the start menu ..open controlpanel
click on internet options
click on advanced tab on top
uncheck the option that says enable third part browser extensions
click apply and ok
restart computer
then check if you can open websites

Customer: replied 2 months ago.
Did it and it did not work. When talked to internet provider tech. He said you'll need to install internet explorer back on the computer because when we reboot it did not take.
Expert:  Michelle replied 2 months ago.

Try to uninstall IE from the add remove programs in the control panel and the restart computer.

Run windows updates and install IE. Let me know how it goes.

Customer: replied 2 months ago.
How do you run windows update
Expert:  Michelle replied 2 months ago.

click on start select search or run box type in windows update and follow the steps.

Customer: replied 2 months ago.
Windows update is now updating. The update was successfully installed. What next?
Expert:  Michelle replied 2 months ago.

now open IE and check if its able to open google

Customer: replied 2 months ago.
Google desktop is open but will not open up the web pages.
Expert:  Michelle replied 2 months ago.

do you have a search box on the google page?

Customer: replied 2 months ago.
I give up. Still saying internet explorer cannot display the webpage
Expert:  Michelle replied 2 months ago.

let me work on it and see if we can download another web broswer like chrome or firefox

Expert:  Michelle replied 2 months ago.

Tomorrow what time you could be online?

Customer: replied 2 months ago.
chrome. Are you east or west coast?
Expert:  Michelle replied 2 months ago.

You can tell me what time is good for you i am flexible with it.

Customer: replied 2 months ago.
10:30 EST
Expert:  Michelle replied 2 months ago.

absolutely fine with me.

Customer: replied 2 months ago.
Computer still doing the same thing? What next are we going to change to google chrome
Expert:  Michelle replied 2 months ago.

yes.. there is a possibility that internet explorer might not be working correctly

you can open the below link on a different computer

https://www.google.com/chrome/browser/desktop/index.html

then download the chrome file and copy to a flash drive

plug in the flash drive to acer and copy the chrome file to acer desktop screen

then double click on the file to run and install it