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Isaac Franklin
Isaac Franklin, Support Technician
Category: Laptop
Satisfied Customers: 503
Experience:  Technical Support Coach at Liberty Tax Service
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I reset my laptop to give to my son. Everything went well to

Customer Question

I reset my laptop to give to my son. Everything went well to home page. Now it is frozen.
Submitted: 8 months ago.
Category: Laptop
Expert:  Isaac Franklin replied 8 months ago.

Hi, and welcome to Justanswer. My name is ***** ***** i will be assisting you today.

To get started, I need to know what type of computer you are using, a Windows XP, Vista, Windows 7, Windows 8, Windows 10 or a Mac.

If its a Mac, please check the OSX version as follows, Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.

Customer: replied 8 months ago.
Windows 10
Expert:  Isaac Franklin replied 8 months ago.

When you say stuck on the home screen? Is it completely frozen or does it 'flash' now and then?

Customer: replied 8 months ago.
Completely frozen
Customer: replied 8 months ago.
It also will not connect to wifi. It says wifi is turned off.
Expert:  Isaac Franklin replied 8 months ago.

Okay, lets try this.

Shut down the windows 10 computer, start it the pc again.

When it gets to the windows sign in screen, do not sign in.
Left click the power button at the bottom right.
Hold down the shift key on your keyboard, and then click restart.
This should bring you to the blue screen menu.

Choose troubleshooting, advanced, and then choose system restore.
Once system restore loads, choose a restore point that was one day before this problem started and then carry out the system restore.
That should fix the issue, but if you want to factory reset it, let me know

Customer: replied 8 months ago.
Nothing happened. I would like to reset. Thank you
Expert:  Isaac Franklin replied 8 months ago.

I need as much description as you can give me.

Can you define nothing happens? what do you see?

did it shut down? did it boot up?

I cannot 'see' what you see. Due to this, we need to be very specific.

Customer: replied 8 months ago.
Nothing happened still frozen
Customer: replied 8 months ago.
It finally went to restart. Doing that now
Expert:  Isaac Franklin replied 8 months ago.

Okay, let me know what happens.

Customer: replied 8 months ago.
Back to the same frozen screen again
Expert:  Isaac Franklin replied 8 months ago.

What happens if you click on that screen if you hit ctrl+alt+delete?

Will it let you click on the icons at the bottom

can you tell me everything that 'is listed' on the page?

Customer: replied 8 months ago.
Control alt del goes to screen that says switch user sign out etc. cannot click on everything
Task view, Microsoft edge,file explorer, store, user manuals, photo master, mcafee live safe, task manager
Customer: replied 8 months ago.
The only icon is recycle bin
Expert:  Isaac Franklin replied 8 months ago.

You will have to keep doing the steps of the shift restart until it goes to a blue screen.

Shut down the windows 10 computer, start it the pc again.

When it gets to the windows sign in screen, do not sign in.
Left click the power button at the bottom right.
Hold down the shift key on your keyboard, and then click restart.

Customer: replied 8 months ago.
It will not shut down unless I take the battery out
Expert:  Isaac Franklin replied 8 months ago.

name brand and model of your laptop?

Customer: replied 8 months ago.
It's a Lenovo model z50-75. It keeps taking me back to the same frozen screen
Expert:  Isaac Franklin replied 8 months ago.

You want to use this article, but use the NOVO BUTTON option on the first step.

https://support.lenovo.com/us/en/documents/ht077084#restore

Usually the Novo button is on the upper left corner of the Top nearby the Power button (see Fig.2). On some models, it will locate on the right-side or left-side of the laptop

Customer: replied 8 months ago.
I have no clue what the novo button is or where it is
Expert:  Isaac Franklin replied 8 months ago.

It is in the response.

Usually the Novo button is on the upper left corner of the Top nearby the Power button (see Fig.2). On some models, it will locate on the right-side or left-side of the laptop

look in the article i sent you. it will show you and have hyper links for the novo button

Customer: replied 8 months ago.
I looked at the article. I do not have that button
Expert:  Isaac Franklin replied 8 months ago.

For that model you gave me, it has one.

Next to the power port there is a small button with an arrow counterclockwise.
That is the NOVO button.

Customer: replied 8 months ago.
I cannot find it. There is no button. There is a little button next to the power cord. It just keeps shutting off and goes back to the frozen page again
Expert:  Isaac Franklin replied 8 months ago.

Do you have another pc available with windows 7,8 or 10?

If so, you may want to download and create a windows recovery usb

for windows 10

Customer: replied 8 months ago.
No don't. I am using an iPad now
Customer: replied 8 months ago.
Cyber link just came on but it is frozen also
Expert:  Isaac Franklin replied 8 months ago.

You can use a recovery disc by purchasing one on this link.

http://amzn.to/298iOtC

Once you get the disc, you can use this set up method to reinstall your windows.

You will start on step 6 under the Use installation media to reinstall windows 10

on this page.

https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options

This is your best chance if you cannot get it to boot to the options to restore.

If you are satisfied with the help I have provided, please remember to click and submit a star rating on this page. Your feedback is important as it is the only way I am credited for assisting you. Thank you.
~Franklin