Hello and welcome to Just Answer. My name is XXXXX XXXXX I will be assisting you today. By mouse on the screen and nothing else, do you see the desktop background? Do you see the taskbar at the bottom (minus the start menu?)
hi thanks, XXXXX XXXXX see the little white arrow and all black screen
okay, shut the computer off (press and hold the power button until it turns off). Then turn it back on. Keep doing this until the startup repair utility starts
you should only have to do it a couple, maybe three times at most.
nope nothing comes up
try turning the computer off, then hold F8 and turn it on... still holding F8
that showed more but went black after, keep holding it?
okay try holding down CTRL along with ALT then hit the delete key
no mouse arrow
does anything come up?
Okay, hold on a minute I'm trying to bring windows 8 up on a virtual machine to see if I can get a similar problem
can you give me the full model number of your laptop?
okay, try restarting and hold the delete key
see if it goes into bios or setup
it has a blue screen now , saying recovery
see advanced options
restart my pc
okay, did you have anything important on the computer yet?
yes, lots of pictures and email etc
okay, restart my PC and try holding the F2 key
went black again
but nothing yet
It would have done it right away, you can let go
In their infinite wisdom, microsoft basically made Windows 8, much harder to fix (because it's supposed to "fix itself". So I'm still digging into what we can do to fix this
i now started it and it says scanning and repairing drive (C:)
not a fan of the new style at all, to high tech for my taste
Yeah, I'm not a fan of it yet either... too hard to get around.
preparing automatic repair
There we go... the trick is to get it to go into that automatic repair
ok nothing now
black screen again
black screen again? Or did it reboot?
i ll just wait?
Is there a hard disk light on your computer?
okay, let's just wait a little bit
while we're waiting can you give me the model number again?
okay, I want you to turn the computer of, turn it on and immediately begin tapping the F2 key about once every quarter to half second
if you get the same black screen, turn it off again and try tapping F1..... if that doesn't work try F11, then F12, then F10. What we're trying to do is find the Boot menu key or the BIOS key.
I haven't been able to locate any information on which key it is on your system
i hold the power down also as i hit the other keys?
I also can't seem to find any listing for a SVE151G11L can you look on the underside of the computer and see if there is a different SVE number there? Most of the SVE models I see are SVE1511xxxx
Turn the power on then immediately start tapping the key, don't hold it
by f12 it goes into the recovery screen
okay, we don't want that, so reboot again
there we go
did you try all of those keys at startup?
yes several times , only got the recovery screen
okay try the rest of the Function keys if you haven't already... the sony documentation isn't very helpful
f3 also recovery screen
what does the F3 one say, anything different?
f6 recovery screen again
go to advanced repair options or restart pc
go to advanced repair options
Was that F6 that you hit?
Okay remember that key
okay what are your options
it went there also on f10 now
options: 1 = continue (exit and continue to windows 8)
2= use a device
3 = troubleshoot
options are 1= refresh your pc
2= reset your pc
3 = recovery and maintenance
select 1... then read what will happen
if that sounds okay with you, proceed and hit next
if it doesn't hit the back arrow and we will try something else
let me know if you're going to do the refresh
lets see, its refreshing
while we're waiting, is there an "assist" button on the computer?
little red button next to WEB and VAIO
okay, don't push any of them.
I was just talking to a Sony rep and they said to get into Bios you would turn the computer off, then press that, and then F2.
ok we need to do that?
Okay it'll be a little bit yet then
yes looks like it , 27%
time to fix a beverage
What time is it there?
okay I am available until ~11 your time
I'm hoping this will fix it, if it doesn't we can resume sometime tomorrow and keep working on it
ok its at 70 now
still on the boXXXXX XXXXXttle circle goes around and it says welcome
yeah that might take a little bit
still at the welcome screen?
still same thing
Still welcome or black screen with the white cursor?
no now a new screen with a date and time
is it working?
and it looks like its rebooting
says its getting ready will take a few minutes
you were great thanks
Try that again