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Ask Charles A. Roberts Your Own Question

Charles A. Roberts
Charles A. Roberts, Computer Enthusiast
Category: Laptop
Satisfied Customers: 598
Experience:  Laptop repair specialist
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I have a Dell laptop, that has windows 10 on it. Last night

Customer Question

I have a Dell laptop, that has windows 10 on it. Last night it updated and today I cannot get it to work. It will come on but will not let me sign in, what can I do
Submitted: 1 month ago.
Category: Laptop
Expert:  Martin replied 1 month ago.

Hi Joan, welcome.

Are you stuck on the logon screen?

Customer: replied 1 month ago.
It will not go to the log on screen, it will go to the screen to put in my password ***** it will just time out and not go any futher
Expert:  Martin replied 1 month ago.

The logon screen is where it shows your username/email and a password ***** - is that the screen you're on?

Customer: replied 1 month ago.
No
Customer: replied 1 month ago.
It only has the time, date and wallpaper screen on it
Expert:  Martin replied 1 month ago.

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?

Customer: replied 1 month ago.
No it is not there, I AM ON MY IPAD IS THERE A WAY I could send you a picture of the screen
Expert:  Martin replied 1 month ago.

You could take a picture and attach it here but it may not be necessary

Expert:  Martin replied 1 month ago.

On the computer, press WinKey+R to bring up a Run box

Do you know how to do that?

Expert:  Martin replied 1 month ago.

These are the 2 keys you need to press:

http://guides.uufix.com/wp-content/uploads/2015/07/win-r.png

Expert:  Martin replied 1 month ago.

It should bring up a run box where you can type a command

Customer: replied 1 month ago.
Did that it did not bring up a run box, went to the screen to put in my password ***** then timed out and went back to the first screen
Expert:  Martin replied 1 month ago.

Where is it asking you to login?

Customer: replied 1 month ago.
It does not take me anywhere, it does not bring up the login screen
Expert:  Martin replied 1 month ago.

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

Customer: replied 1 month ago.
Ok
Expert:  Martin replied 1 month ago.

Let me know when it's back on

Customer: replied 1 month ago.
It's back on, but still no logon screen
Expert:  Martin replied 1 month ago.

Can you describe the screen in any way so I can get an idea of what you see?

Customer: replied 1 month ago.
It has the time and date on the left side of the screen, on the right it has the symbol for the internet, and the symbol for the power, and my desktop picture
Expert:  Martin replied 1 month ago.

Ok great.

Does the mouse work at all?

Customer: replied 1 month ago.
No I have to use my touch pad
Expert:  Martin replied 1 month ago.

Does it move with the touch pad?

Customer: replied 1 month ago.
Expert:  Martin replied 1 month ago.

Click on your name

Customer: replied 1 month ago.
Good by Martin
Expert:  Martin replied 1 month ago.

What happened?

Expert:  Martin replied 1 month ago.

Joan?