How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Andy Your Own Question
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
Type Your Computer Question Here...
Andy is online now
A new question is answered every 9 seconds

My in warranty Dell inspiron 5459 computer suddenly froze

Customer Question

my in warranty Dell inspiron 5459 computer suddenly froze during bootup. All I see is my background pix with my Ethernet icon in the lower right corner. last normal shutdown occurred two or three days ago. I called tech support and he wants $89 for a one time fix. I purchased my "all in one" computer from Best Buy o Nov 30 2015. Called Best Buy and they suggested calling the out of town tech support
Submitted: 1 year ago.
Category: Computer
Expert:  Byron replied 1 year ago.

Hi. My name is***** you for your question and the opportunity to assist. Is the computer

still on with the frozen screen? If so, hold down the power button until the all-in-one shuts down.

Once it turns off, press to power button again to turn it on and let me know if it still is frozen.

Customer: replied 1 year ago.
Expert:  Byron replied 1 year ago.

Thanks. Power the computer off again and remove the power cord from the back of the machine for 60 seconds.

Plug it back in and power on the machine.

Customer: replied 1 year ago.
no change
Expert:  Byron replied 1 year ago.

OK. Other than the power cord and keyboard and mouse, what else is plugged in to the machine?

Customer: replied 1 year ago.
the router cable
Expert:  Byron replied 1 year ago.

Please shut it down and start it up with the network cable disconnected.

Customer: replied 1 year ago.
Iget the WiFi icon in the lower right coner instead of the Ethernet icon
Expert:  Byron replied 1 year ago.

Did the machine come with Windows 10 or was it upgraded from 8.1 ?

Customer: replied 1 year ago.
It came with windows 10 . It is a month and a half old brand new pc.
Expert:  Byron replied 1 year ago.

Gotcha. I'm not sure why the machine is locking up like this. You mention that the last

normal shutdown was 2 or 3 days ago. Was there some type of abnormal shutdown

between now and then?

Customer: replied 1 year ago.
I remember seeing a line across the bottom saying "scanning C Dive and counted upwards in percentages". When it reached 64% it stopped and continued booting what seemed normal until it reached the background picture with the date and time and froze. I never saw that message again
Expert:  Byron replied 1 year ago.

I see.

If you have another computer you can use and a USB flash drive you can use

the Microsoft Media Creation Tool to create a bootable Windows 10 drive.

Once the flash drive is created you can boot the all-in-one from it and do a startup repair

and see if that will fix it. Click the link below and on the page scroll down and click Download Tool Now.

And follow the prompts to create the USB drive.

I can then walk you through booting from the flash drive.

I do have to say though that it's not normal for a new machine to have to be scanning

the hard drive. This is something done when a problem on the drive is detected.

Expert:  Byron replied 1 year ago.


Expert:  Byron replied 1 year ago.

Hi. It's after midnight here on the East coast and I'm clocking out for the evening. I'll

be in touch in the morning and we can continue then. Thank you.

Expert:  Byron replied 1 year ago.

Good morning. Once the flash drive has been prepared, plug it in to the AIO. Turn the machine on and start

tapping the F2 key to enter the Settings menu. Once in, select Secure Boot Disable. Click Disable, then Apply.

Next select Advanced Boot Options and set Enable Legacy ROMs. Click Apply then Exit.

The machine will restart, so quickly start tapping the F12 key to open One Time Boot Menu.

Under Legacy Boot select, using the arrow keys, USB Storage Device and press Enter.

The machine will boot from the flash drive.

Follow the prompts for Language, Time and Keyboard and click Next

On the Install Now page at the lower left click Repair your Computer (see attachment)

Click Troubleshoot, Advanced Options and select Startup Repair (see attachment)

Let the process run and once done you should be able to boot up normally.