I'm sorry about the issue. Yes, you can transfer your documents to an external hard drive, and the virus won't be transferred.
By the way, did HP find any virus? Or was it just hardware / hard drive issue?
Are you currently able to use the laptop or not?
Please reply at the box below to continue troubleshooting. Thank you.
Replacing hard drive is usually easy, though you need the windows / recovery disks to reinstall Windows.
Can you go to Safe Mode or Safe Mode with networking on the laptop? Please let me know. Thank you.
Shut down the laptop, then turn it back on, then right away, keep tapping the key F8 quickly and repeatedly until a menu appears, then select the Safe Mode option. Please let me know. Thank you.
Sorry, it is strange. Shut down the laptop, then turn it back on, then right away, keep pressing and releasing the key F8 quickly and repeatedly many times, then see if a menu appears or not. Can you confirm it has Windows 8? Thank you.
Thank you. Please try:
Please let me know. Thank you.
Release the Shift key, then wait a bit, then see what happens. Thank you.
Does it let you copy your docs to the external drive (copy important docs first)? Thank you.
How was HP support able to take control of the computer when the computer is not working at all, i.e., the internet is not working on the computer?
Press and hold the power on/off button on the computer for about 10 seconds, and it will power off
, then turn it back on, then it should show the sign-on screen, but do not sign in
At that page, please try:
Please let me know. Thank you.
OK. At any point if the computer starts up fine, then try to back up your docs to the external hard drive.
Great. Now, please sign in now and see if you ca back up your docs to the external hard drive. Thank you.
Is the internet currently working in Safe Mode? If yes, can you go to your email on it, then see if you receive email messages from JustAnswer / Viet?
Connect the external hard drive, then click on Start, then click on File Explorer
, then open Documents, then right-click on a document or a folder, then click on Copy
, then click on This PC on the left
, then open the external drive letter there, then right-click on an empty space on it, then click on Paste.
Did you select Safe mode or Safe mode with networking previously?
Can you connect the external hard drive, then click on Start, then click on File Explorer
Don't open the CD drive letter. After clicking on This PC, note all the drive letters there. Then unplug the drive and check, then plug the drive and check. See if there is any difference showing in This PC. Please let me know. Thank you.
That's good. Now, can you copy and paste any doc file you want to the F: drive? Thank you.
That's fine. Now, can you copy and paste any doc file you want to the F: drive? Please let me know. Thank you.
No, you do not. You can select multiple documents / multiple folders at a time.
- For example, press and hold the Ctrl key on the keyboard, then click on each doc file and/or each folder you want, then when done, release the Ctrl key, then right-click on any selected item, then select option Send to, then click on the F: drive.
- Or click on the first doc file or folder you want, then press and hold the Shift key, then click on the last doc you want, then right-click on any selected item, then select option Send to, then click on the F: drive.
Sorry, please click on option Copy, then click on This PC, then open F: drive, then right-click on an empty space in F: drive, then click on Paste. Please let me know. thank you.
Great. Please remove the external hard drive, then try a possible fix below:
- Click on Start, then click on Settings, then click on Update & setting, then click on Recovery on the left, then click on Reset PC, then select option Keep my files when prompted, and continue.