Computer

For Online Computer Support, Ask a Computer Technician

Ask a Computer Expert,
Get an Answer ASAP!

I have a Gateway ZX6971 desktop computer that I am trying to…

Customer Question
Hello, I have a Gateway ZX6971...
Hello,
I have a Gateway ZX6971 desktop computer that I am trying to use. After it boots up, the message press Carl-alt-delete or Windows security button to log on. When I attempt this, nothing happens. I do not know where the Windows security button is located. The keyboard and mouse is being recognized because it works in the boot up before this point. Can you help me
Thanks
Submitted: 2 years ago.Category: Computer
Show More
Show Less
Ask Your Own Computer Question
Answered in 1 minute by:
3/3/2016
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago
Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 47,537
Experience: Over 20 years of consulting to the IT industry
Verified

Hi there and welcome

As the first step Tom, can you please remove the power cable from the computer then hold the power button in for 60 seconds then release.

Then connect the power cable, turn on the computer and tell me if it then starts.

Let me know the results please

Ask Your Own Computer Question
Customer reply replied 2 years ago
Ok, I did that and the same results. As it was booting, I selected start Windows normally with my keyboard and verified the keyboard is working
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

ok, power it off.

Power it on and keep tapping F8 until you get to a menu. Can you get to this menu?

Ask Your Own Computer Question
Customer reply replied 2 years ago
Ok, the menu starts with repair your computer with other options below
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

ok, now choose to repair the computer.

Let this complete and tell me if it now starts please

Ask Your Own Computer Question
Customer reply replied 2 years ago
Ok
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

thanks

Ask Your Own Computer Question
Customer reply replied 2 years ago
Ok, now a screen appeared named system recovery options, there seems to be a drop down with select a keyboard input method with us highlighted in blue. Neither the mouse or keyboard is accessible now
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

Are you using a wireless keyboard and mouse?

Ask Your Own Computer Question
Customer reply replied 2 years ago
No, they are hard wired to the USB ports
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

ok, change the usb port for both of them and tell me if it now controls the menu.

Ask Your Own Computer Question
Customer reply replied 2 years ago
Ok, now it is asking for a password. The only option is user. I don't know the password
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

try leaving it blank

Ask Your Own Computer Question
Customer reply replied 2 years ago
I did and get an error user name or password ***** *****
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

ok,its a password ***** set when you first installed windows, but now the keyboard is working, restart the computer and tell me if it now functions please.

Ask Your Own Computer Question
Customer reply replied 2 years ago
Should I start Windows normally
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

yes please

Ask Your Own Computer Question
Customer reply replied 2 years ago
Ok, now a am at the login screen. It is asking for a user name and password ***** the password ***** the previous user. I initially used this computer at home and after getting a Mac, took this to my office and one of the guys there was using it. I do not know his password ***** want to start fresh
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

ok, then try to do a factory restore which removes all data from the computer and returns it to new.

So power off the computer, power it on and keep tapping F11 until you get to the recovery manager.

Then choose to perform a factory restore.

This works IF they did not remove this image

Let me know the results please.

Ask Your Own Computer Question
Customer reply replied 2 years ago
Tried twice, keeps bringing me back to previous log on screen
Customer reply replied 2 years ago
It does give me an option to switch user but then ask for user name and password
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

ok, was afraid of this but they removed the image and put on the work image.

you need to get a windows disk and install it from this, as the image thats supplied with the computer has been wiped.

You put the windows disk in the computer, start the computer and keep tapping any key and the disk will load.

You then go through the installation of windows and the computer will be as new, but you need a windows disk to do this.

Ask Your Own Computer Question
Customer reply replied 2 years ago
Ok, where do I get that?
Tech Support Specialist: Richard, Computer Specialist replied 2 years ago

you need to purchase it, you can get one from my link below

Click me to open

Or ask the company you got it from if they can lend you one to install.

If you would like any additional information or assistance, please do not hesitate to let me know.

Else if you can take a second to rate my service by clicking one of the stars at the top of the screen then submit, that would be greatly appreciated.

Thank you

Ask Your Own Computer Question
Was this answer helpful?

How JustAnswer works

step-image
Describe your issueThe assistant will guide you
step-image
Chat 1:1 with a tech support specialistLicensed Experts are available 24/7
step-image
100% satisfaction guaranteeGet all the answers you need
Ask Richard Your Own Question
Richard
Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 47,537
47,537 Satisfied Customers
Experience: Over 20 years of consulting to the IT industry

Richard is online now

A new question is answered every 9 seconds

How JustAnswer works:

  • Ask an ExpertExperts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional AnswerVia email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction GuaranteeRate the answer you receive.

JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed.

One Happy CustomerNew York

I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you!

RPAustin, TX

Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill

Bill M.Schenectady, New York

The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you!

FrankCanada

Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help.

Mary C.Freshfield, Liverpool, UK

This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!!

AlexLos Angeles, CA

Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult.

GPHesperia, CA

< Previous | Next >

Meet the Experts:

Andy

Andy

Computer Consultant

5,316 satisfied customers

11yr exp, Comp Engg, Internet expert, Web developer, SEO

Engineer John C.

Engineer John C.

Computer Science Engineer

3,229 satisfied customers

Computer Science Engineer with 10 years of experience in Computer Support, and Microsoft, A+ and Cisco certified

Ryan H.

Ryan H.

Computer Support Specialist

1,741 satisfied customers

A+ Certified Technician - 10 Years experience working with all types of computer systems.

Jane Lefler

Jane Lefler

Sr Prog Analyst / Technician

2 satisfied customers

Computer Programmer / Technician/ Consultant 16+ years

Frederick S.

Frederick S.

Computer Specialist

7,241 satisfied customers

Computer technician and founder of a home PC repair company.

lifesaver

lifesaver

Computer Software Engineer

4,288 satisfied customers

Engineering degree in Computer science,Microsoft Certified Professional.JA computer expert.

Sudipto

Sudipto

Hardware Engineer

4,260 satisfied customers

Certificate Course In Computer Maintenance

< Previous | Next >

Related Computer Questions
On start, yesterday morning, cursor/pointer failed to become
Hi. On start, yesterday morning, cursor/pointer failed to become visible. Purchased new cordless mouse, today, and no improvement noted. Problem not with this computer, but with another computer in an… read more
David L.
David L.
Bachelor\u0027s Degree
6 satisfied customers
My mouse is not cooperating! My spyware maybe out of date. I
Hello, My mouse is not cooperating! My spyware maybe out of date. I need to finish some paperwork tonight! My iCloud says it is out of date. My Windows wants to update but I don't have time. Thank you… read more
Michelle
Michelle
Manager operations
Bachelor\u0027s Degree
1,279 satisfied customers
I Upgraded my pc Last Night to Windows 10. the Upgrade
I Upgraded my pc Last Night to Windows 10. the Upgrade Seemed to be OK. However, today neither the Keyboard nor the Mouse is working. I cannot use my PC. I tried disconnecting the cables, reconnecting… read more
D.Sandlin
D.Sandlin
Support Technician
6,708 satisfied customers
I have a Gateway SX2380-UR308 Desktop computer that I just
I have a Gateway SX2380-UR308 Desktop computer that I just sold used online. During the hard drive wipe process, something went wrong and now it is displaying the following message: Recovery Your PC n… read more
robert
robert
Bachelor's Degree
2,594 satisfied customers
Can you suggest a course of action? My Gateway W230UI1 Turns
Can you suggest a course of action? My Gateway W230UI1 Turns on but won't start up? I hit CNTRL , Alt, delete and nothing happens.… read more
lordnomi
lordnomi
IT Manager
Master's Degree
323 satisfied customers
I have a nv73. Which control keys do I hit in order to
I have a nv73. Which control keys do I hit in order to operate the computer without a mouse?… read more
Carl
Carl
IT Support Analyst 2
101 satisfied customers
Using a ms wireless keyboard - on another computer - and
using a ms wireless keyboard - on another computer - and must get to CMOS at bootup. keyboard not recognized. cannot press key to access cmos. suggestions? ms xp pro sp3… read more
Jess M.
Jess M.
Bachelor\u0027s Degree
3,561 satisfied customers
my sony viao laptop computer is having issues. it will not
my sony viao laptop computer is having issues. it will not recognize the mouse on the puter, apparently it has been disabled and i cant enable it. i cant get to where i need to enable it. is there any… read more
Networke_Helper
Networke_Helper
Bachelor\u0027s Degree
13 satisfied customers
My Acer Aspire Z5700 is a day old. The touch screen has stopped
My Acer Aspire Z5700 is a day old. The touch screen has stopped working and although the dongle recognizes mouse clicks and keyboard use (it flashes), nothing happens and the the mouse cursor is froze… read more
networkwiz
networkwiz
System Engineer
Master's Degree
443 satisfied customers
I can not enter onto my homepage because when Windows XP Professi
I can not enter onto my homepage because when Windows XP Professional displays click on CTRL+ALT+Delete nothing happens. Prior to this situation, I was frozen in a print format and used the start butt… read more
Dr. Dan
Dr. Dan
Doctoral Degree
572 satisfied customers
I have a gateway pc model number gt532, serial number xcm5c31000539.
I have a gateway pc model number gt532, serial number xcm5c31000539. The computer crashed and because my computer was preloaded I need a boot disc. I cannot access the internet. I can turn the compute… read more
Carl Poersch
Carl Poersch
Sr. Network Engineer
Bachelor\u0027s Degree
755 satisfied customers
I just installed a motherboard Asus M4A78-E everything turns
I just installed a motherboard Asus M4A78-E everything turns on fine and it gets to an activate windows screen. When it gets to this screen the mouse appears in the center but it doesn't move. At boot… read more
Kevin
Kevin
Bachelor\u0027s Degree
18 satisfied customers
I am trying to start my Gateway desk top and when I do, I get
I am trying to start my Gateway desk top and when I do, I get the following message A disk read error occurred Press Ctrl+Alt+Del to restart When I do this, nothing happens. I was told by a friend who… read more
System Admin
System Admin
Bachelor's Degree
46 satisfied customers
I have a Gateway P6860FX with Vista 64 and when i started it
I have a Gateway P6860FX with Vista 64 and when i started it last week the screen just slowly faded out when the login screen should appear. After booting into safe mode and trying a diagnostic versio… read more
Freddy M.
Freddy M.
IT Technician
Vocational, Technical or Trade Scho
135 satisfied customers
While downloading Ipod installer my mouse froze and will not
While downloading Ipod installer my mouse froze and will not work. I replaced the mouse with one I know works and still dead. I rebooted. I tried different USB ports. Still dead.… read more
Freddy M.
Freddy M.
IT Technician
Vocational, Technical or Trade Scho
135 satisfied customers
I just turned on my Acer 5100 laptop and got the welcome screen,
I just turned on my Acer 5100 laptop and got the welcome screen, then my desktop but it is frozen. I cannot move the cursor. I restarted it a couple of times but it always restarts the same...my curso… read more
Brad
Brad
Vocational, Technical or Trade Scho
979 satisfied customers
After booting the system, the keyboard will not function. I
After booting the system, the keyboard will not function. I have used Microsoft and Logitec wireless keyboards as well as PS2 units. The same thing happened about a month ago. i reinstalled VISTA and … read more
PeterG
PeterG
Vocational, Technical or Trade Scho
40 satisfied customers
When I have booted up Windows 2000, I can sign on, enter my ...
When I have booted up Windows 2000, I can sign on, enter my P-W, click OK, and I am looking at my desktop. I try to bring up START (that menu is hidden at this point) nothing happens. The cursor can b… read more
John D
John D
Bachelor Degree in Engineering
342 satisfied customers
Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

Show MoreShow Less

Ask Your Question

x