Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
What is the operating system you have on the computer xp, vista, windows 1, 8 or 10?
Push and hold down the power button on the computer for 30 seconds release the power button after 30 seconds and the computer will shut down completely.
Wait for 3 mins and then power it back on use the shift key hold down the shift key and the push the power button to turn on the computer.
you must get to a recovery screen let me know once you are there.