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Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 35434
Experience:  Over 20 years of consulting to the IT industry
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My mom's computer will not boot. when she powers it on, she

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My mom's computer will not boot. when she powers it on, she gets the screen that says her name and locked. when she clicks on that the creen goes black. tried disconnecting the power and counting to 30 and plugging back in. nada. same thing. tried power on and off via power button and again the same thing happens.
JA: What's the make and model of your machine? And how long has the screen been an issue?
Customer: toshiba satellite. day 2 of this issue.
JA: Have you installed any updates recently?
Customer: we have mom's set to auomatic updates so i'm guessing yes.
JA: Anything else you want the computer expert to know before I connect you?
Customer: no

Hi there and welcome

Can you please disconnect the power cable then hold the power button for 60 seconds then release.

Then release and tell me if it now functions correctly please

Customer: replied 1 month ago.
standby,please
Customer: replied 1 month ago.
ok we did that. still black. should mom plug it back in?
Customer: replied 1 month ago.
Richard, are you there?

Yes I am here, yes plug it back in please and try again to sign in

Customer: replied 1 month ago.
we did that. got an error message that windows did not start correctly. that screen blanked off and now she has a windows is starting. just got the welcome tone.

ok, can she now sign in? Or blanks out again?

Customer: replied 1 month ago.
Thank you! Mom is now logged in and happy! (she's 88 y/o and lives for her email!)

Perfect!! :)

If you would like any additional information or assistance, please do not hesitate to let me know.

And please take a second to rate my service by clicking one of the stars at the top of the screen then submit

Thank you

Richard and 5 other Computer Specialists are ready to help you
Customer: replied 1 month ago.
I have nothing further today. Thank you again and I will rate you a 5!