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Viet - Laptop Tech
Viet - Laptop Tech, Computer Support Specialist
Category: Laptop
Satisfied Customers: 35210
Experience:  Ten years of laptop (and desktop) hardware and software support; Windows 10 8 7 Vista XP & Mac.
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I have an hp pavalion lap top. and i have some sort of

Customer Question

i have an hp pavalion lap top. and i have some sort of virus , . it wont let me go into safe mode so i can install antivirus. or use anything to restore, . it just states its missing files to complete restore . please help
Submitted: 11 months ago.
Category: Laptop
Expert:  Viet - Laptop Tech replied 11 months ago.

Hi,

I'm sorry about the issue. Does your HP Pavilion laptop have Windows xp, vista, or 7 or 8 or 10?

Are you currently able to use the laptop or go to the internet on the laptop or not?

What happens when you go to Safe Mode?

Please let me know. Thank you.

Customer: replied 11 months ago.
sucky 8
and i am limited to things . but i can get onto the internet sometimes
Expert:  Viet - Laptop Tech replied 11 months ago.

Does the virus occur when you open the Internet? Or does it occur when you turn on the computer? etc.?

Are you able to use any other program fine?

What's your internet / browser program, such as Internet Explorer, Firefox, Chrome, etc.?

Thank you.

Expert:  Viet - Laptop Tech replied 11 months ago.

Have you tried this: Press at the same time the two keys Windows and R on the keyboard, then type rstrui then click OK, then click on Next, then select the box Show more restore points at bottom, then restore the computer to any date before this issue first occur, and check. Please let me know. Thank you.

Customer: replied 11 months ago.
i did restore points already . but now it only lets me go back 2 weeks ,and that is not long enough , ,.
i really dont mind loosing everything on this lap top to set it back to factary restore, .
Expert:  Viet - Laptop Tech replied 11 months ago.

OK. Please try the following:

  1. Swipe in from the right edge of the screen, tap Settings, and then tap Change PC settings.
    (If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, click Settings, and then click Change PC settings.)

  2. Tap or click Update and recovery, and then tap or click Recovery.

  3. Under Refresh your PC without affecting your files, tap or click Get started.

  4. Follow the instructions on the screen.

Please let me know. Thank you.

Customer: replied 11 months ago.
let me try
Expert:  Viet - Laptop Tech replied 11 months ago.

OK, please take your time. Thank you.

Customer: replied 11 months ago.
it states please wait afterf i press recovery . and then says to insert media,
i dont have media, this thing doesnt have a disk drive,
Customer: replied 11 months ago.
files are missing it states
Expert:  Viet - Laptop Tech replied 11 months ago.

Sorry, please shut down hp laptop, then turn on, then keep tapping key F11 on keyboard, then select option Troubleshoot, then Reset your PC and continue.

If needed, try option Recovery Manager -> System Recovery.

Please let me know. Thank you.

Customer: replied 11 months ago.
still there
Expert:  Viet - Laptop Tech replied 11 months ago.

Yes, did you see my last reply: Shut down hp laptop, then turn on, then keep tapping key F11 on keyboard, then select option Troubleshoot, then Reset your PC and continue.

If needed, try option Recovery Manager -> System Recovery.

http://support.hp.com/us-en/document/c03546603

Please let me know. Thank you.

Customer: replied 11 months ago.
ok im trting now
Customer: replied 11 months ago.
it states the only restore point i can get to in the past only goes to 12-1-2015.
i already had the virus on that date however .,,,
Expert:  Viet - Laptop Tech replied 11 months ago.

Don't try System Restore / don't try restore point. Did you try the method with key F11?

Expert:  Viet - Laptop Tech replied 11 months ago.

1. Shut down laptop.

2. Turn on laptop, then right away, keep pressing and releasing the key F11 quickly and repeatedly on the laptop's keyboard.

3. Do you see anything different?

Please let me know. Thank you.

Expert:  Viet - Laptop Tech replied 11 months ago.

1. Shut down laptop.

2. Turn on laptop, then right away, keep pressing and releasing the key F11 quickly and repeatedly on the laptop's keyboard.

, then you should get a menu.

http://support.hp.com/doc-images/838/c04389697.jpg

3. Select option Troubleshoot.

4. Select option Recovery Manager (if it does not work, try option Refresh your PC).

http://support.hp.com/doc-images/965/c04389698.jpg

5. Select option System Recovery, and continue.

Please let me know. Thank you.

Customer: replied 11 months ago.
its still running .
Expert:  Viet - Laptop Tech replied 11 months ago.

Is the reset / recovery process running?

Expert:  Viet - Laptop Tech replied 11 months ago.

OK, please let me know how it goes later. Thank you.

Customer: replied 11 months ago.
still going ........
Customer: replied 11 months ago.
i did a restore before and it didnt work , but it didnt take this long .
Expert:  Viet - Laptop Tech replied 11 months ago.

Note: System restore is different than System recovery or Refresh your PC or Reset your PC, etc.? What option did you choose exactly? Please let me know. Thank you.

Customer: replied 11 months ago.
still going, .
is this normal ??
Expert:  Viet - Laptop Tech replied 11 months ago.

Does it show the percentage or progress? Thanks

Expert:  Viet - Laptop Tech replied 11 months ago.

But refreshing / resetting the computer could take one or two hours, thank you.

Customer: replied 11 months ago.
ok ,,thanks
Expert:  Viet - Laptop Tech replied 11 months ago.

You're welcome. Please keep me updated later. Thank you.

Customer: replied 11 months ago.
unfortuanatly . that did not work .
i also tried to update to windows 10 .
and that didnt work ..
this virus thing is stopping everything it looks like , .what next my friend .
thank you
Expert:  Viet - Laptop Tech replied 11 months ago.

I'm sorry.

1. When you tried the key F11 method, did you try the option called System Recovery and/or option called Reset your PC?

2. If that does not work, did you upgrade to Windows 10 at the website below:

https://www.microsoft.com/en-us/software-download/windows10

; if the upgrade option there does not work, then scroll down at the above website, then click on the option Download tool now and use that to install Windows 10.

Please let me know. Thank you.

Customer: replied 11 months ago.
I DID . STILL HAS STUPID VIRUS
Expert:  Viet - Laptop Tech replied 11 months ago.

I'm sorry, it is strange; virus should be removed as resetting would make the computer fresh. When / where do you see the virus? i.e., when you turn on the computer? or when you open the Internet or a particular program, etc.?

Did you try the option Download tool now at the website below, then do a fresh installation of Windows 10 (not the upgrade option)?

https://www.microsoft.com/en-us/software-download/windows10

Please let me know. Thank you.

Customer: replied 11 months ago.
it went to a blur screen and stated contact manfactuarer ,
but then that went away and now it just works intermintantly
Expert:  Viet - Laptop Tech replied 11 months ago.

When you tried the option "Download tool now", did you use the USB flash drive or burn to a blank DVD disk and then boot it?

See instructions how to boot from USB flash drive or dvd recovery disks at

http://support.hp.com/us-en/document/c03489643

Thank you.

Customer: replied 11 months ago.
I havnt done anything else as of yet ..
i will get back too you after the holidays .
thank you
Expert:  Viet - Laptop Tech replied 11 months ago.

You're welcome. OK. Happy holidays! Thank you.