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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 526
Experience:  Computer Software Support specialist for more that 10 years
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I was working with a Tech Specialist earlier today but he

Customer Question

I was working with a Tech Specialist earlier today but he seems to be unavailable and I really need to try and get my computer working. Can anyone assist me. My computer will not boot up. I am in the spinning circle. Windows 10, Dell XPS , Chrome
Submitted: 2 months ago.
Category: Software
Expert:  Russell H. replied 2 months ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

I do no see a previous question of yours addressed to JustAnswer about your computer not booting up - so I will assume this is a new question. Please correct me if I am wrong, so that I can look up details in the previous question, if there is one. Thanks.

How far does the computer get until it shows the spinning circle?

Customer: replied 2 months ago.
When I cut it one..It goes to the spinning circle. I do not get as far as the log in screen.
Customer: replied 2 months ago.
on
Customer: replied 2 months ago.
I was working on a previous unrelated problem and took the suggestion of the tech expert ..rebooted my computer and it caused the problem. It was booting before .
Expert:  Russell H. replied 2 months ago.

I'm sorry to hear that.

Check whether there are any discs in the disc drive(s), and remove them if so, then try restarting the computer.

Customer: replied 2 months ago.
No disc and the only thing attached is the mouse and keyboard and internet .( moust and keyboard is wireless)
Customer: replied 2 months ago.
The blue window comes up and the spinning circle.
Then black screen come sup and the spinning circle
Customer: replied 2 months ago.
It just continues to spin
Expert:  Russell H. replied 2 months ago.

I'm sorry - I should turn this case over to another Expert. I have other cases, that are keeping me from helping you. I have Opted Out, and I expect another Expert to take up the case shortly.

Customer: replied 2 months ago.
ok
Expert:  Seth Merrick explains replied 2 months ago.

Hi, this is Seth Merrick, a tech expert with JustAnswer.

[Note to other JustAnswer technicians, for future reference:

Here are two different URLs for the ticket that the customer is referring to:

http://professional.justanswer.com/chat/index/67776be5abfb4d74959ea3e592e9516e#

http://www.justanswer.com/computer/9xuvg-anyone-insight-upgrade-microsoft-touch.html

]

Q: How long ago did you purchase this computer, and from where did you purchase it? Do you have the serial number, or Dell service tag#?

Customer: replied 2 months ago.
I have the serial number and dell service tag #
Customer: replied 2 months ago.
I purhased it about 3 or 4 years ago
Expert:  Seth Merrick explains replied 2 months ago.

Thanks- I'm wanting to determine whether it still has any warranty or service left. Since it was 3 or 4 years ago, I'm guessing not -- however, it is worth checking:

http://www.dell.com/support/home/us/en/04/products?app=warranty

Customer: replied 2 months ago.
It is out of warranty
Expert:  Seth Merrick explains replied 2 months ago.

OK, try this:

1) Power off the computer completely.'

2) Then, get your finger ready over the F8 key (it's a single key, NOT two keys, just a single key in the very top row of the keyboard).

3) Press the power button to turn on the computer and IMMEDIATELY start quickly tapping the F8 key...

4) ... keep tapping the F8 key as the computer boots, and then tell me if it takes you to a different screen.

5) [optional] If you're able, take a picture of the screen with a smart-device (smartphone or tablet) and post it here.

Customer: replied 2 months ago.
SETH are you still here
Expert:  Seth Merrick explains replied 2 months ago.

Yes, I am still here, although I need to run to an appointment momentarily.

Were you able to complete those steps? What happened?

Customer: replied 2 months ago.
Trying now
Customer: replied 2 months ago.
It just beeps at me
Customer: replied 2 months ago.
Seth I was able to sign in. I don't understand what happen.
Customer: replied 2 months ago.
This is crazy
Expert:  Seth Merrick explains replied 2 months ago.

Thanks very much for the info.

I'm going to turn this over to any other experts who want to take on the issue... inconsistent problems can be challenging to troubleshoot.

Expert:  Seth Merrick explains replied 2 months ago.

actually, i do have a clarifying question before i give up:

Is this a laptop, or a desktop?

d'you have the exact make & model#?

or can you please type in the Dell Service tag# *****?

reason:

i'm thinking at this point that it is likely a hardware issue... and am thinking (if it's a desktop) then it might be fairly easy to replace some of the parts. we could run some diagnostic tests to find out.

BUT please tell me whether it is a laptop or desktop.

Customer: replied 2 months ago.
I decided to close this inquiry and open another. Thanks for your assistance