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Hi my name is ***** ***** I will be the expert working with you today to help resolve the problem you have posted.
Press and hold down the power button for 30 seconds on the computer and it should shut down.
Wait for 3 mins and the power it back on let me know on which screen it gets stuck or you get to windows without a problem.
looks good now, you can let me know if you have any problem in future.
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ok you want to upgrade to window 10 is that correct?
disconnect all the external devices connected to the computer and then run the windows 10 update.
click on the link below this will download the exe file and you can click on to run the windows update.
There is an optional Remote Connect Service - Quick Resolution
Remote access is an optional additional service offer with a minimal one-time flat fee ($36). It is 100% safe which will allow me directly work on
the problem and can be fixed quickly, you can sit back and watch your screen while i fix it for you. Let me know if you need the additional service
or else we can continue with the service you have already opted for.let me know if you want to opt for remote assistance
sure not a problem. Good night.