Laptop Questions? Ask a Laptop Technician for Answers ASAP!
Hi Joan, welcome.Are you stuck on the logon screen?
The logon screen is where it shows your username/email and a password ***** - is that the screen you're on?
Oh ok then it means you are logged in - do you see a Start menu/button at the bottom left where you usually get all your options and programs?
You could take a picture and attach it here but it may not be necessary
On the computer, press WinKey+R to bring up a Run boxDo you know how to do that?
These are the 2 keys you need to press:http://guides.uufix.com/wp-content/uploads/2015/07/win-r.png
It should bring up a run box where you can type a command
Where is it asking you to login?
Try this:Press the power button and hold it for a full 6 seconds (10 to be safe) so the computer turns completely off then let go of the power button.Wait 2 seconds and power it back on
Let me know when it's back on
Can you describe the screen in any way so I can get an idea of what you see?
Ok great.Does the mouse work at all?
Does it move with the touch pad?
Click on your name