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Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2025
Experience:  25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.
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My computer has been hacked, my files deleted and has been

Customer Question

my computer has been hacked, my files deleted and has been locked asking for a p[assword that I obviously dont know. OS is windows 10
JA: Just to clarify, what's the make and model of your computer? What version of Windows are you running?
Customer: Acer aspiere ES 15 on Windows 10
JA: Have you installed any updates recently?
Customer: perhapssome auto updates may have been installed
JA: Anything else you want the computer expert to know before I connect you?
Customer: no I just want to be able to unlock or get past that password ***** so I can reinstall the OS and clean out the nasties
Submitted: 5 months ago.
Category: Computer
Expert:  Dan replied 5 months ago.

Hello and welcome to JustAnswer, I look forward to assisting you today. Just to make sure I understand correctly, you are now locked out of your computer, is that right?

Customer: replied 5 months ago.
correct I am on another computer now
Customer: replied 5 months ago.
how can you connect
Expert:  Dan replied 5 months ago.

You may disregard the Premium Service Offer for Remote Support. That is an automated popup initiated by the web site.

Expert:  Dan replied 5 months ago.

Do you know for sure that your files have been deleted?

Customer: replied 5 months ago.
I watched them all disappear before my very eyes in aout 5 seconds
Expert:  Dan replied 5 months ago.

Okay try this. Power the computer off and restart it. Once your computer begins to power up, press and hold Alt key, then continuously press F10 key until you see Acer eRecovery System is running. Follow the on screen instructions to begin the recovery process and let me know if you have any problems.

Customer: replied 5 months ago.
I get a blue screen with "Choose and option" CONTINUE USE a DEVICE USE another operating System Troubleshoot turn offyourPC
Customer: replied 5 months ago.
I have tried trouble shoot no luck
Expert:  Dan replied 5 months ago.

There should be a recovery option?

Customer: replied 5 months ago.
Dan I have now managed to get a command prompt what next?
Expert:  Dan replied 5 months ago.

A command prompt will not do you any good. You need to find the recovery option if it is still available. How old is your computer?

Customer: replied 5 months ago.
It about 3 months old
Expert:  Dan replied 5 months ago.

Okay. You should be able to reset back to factory from the recovery menu.

Customer: replied 5 months ago.
OK I have the advanced options
1 system resore
2 system image recovery
3 startup repair
4 command prompt
5 UEFI firmware setting
6 Start up settings
what do I do?
Expert:  Dan replied 5 months ago.

System restore

Customer: replied 5 months ago.
that does not work as it tells me there is no restore point and I cannot get in to create one
Customer: replied 5 months ago.
I tried Startup repair and it could not repair my PC
Expert:  Dan replied 5 months ago.

Go to the next option then. System Image Recovery.

Customer: replied 5 months ago.
system image recovery cannot find a system image on this computer I dont have a backup DVD or a boot disk what next?
Expert:  Dan replied 5 months ago.

If this doesn't work, restart again and this time select Choose an option. Select Troubleshoot to continue. In the next screen, please click Reset this PC.

Expert:  Dan replied 5 months ago.

Choose remove files and continue to carry out Acer hard reset.

Customer: replied 5 months ago.
It now tells me there is a problem resetting my PCThese bastards have really screwed me
Expert:  Dan replied 5 months ago.

It sounds like the recovery partition has been either deleted or corrupted? Give me a minute please.

Customer: replied 5 months ago.
can I create a rescue disk on another PC
Expert:  Dan replied 5 months ago.

No that will not work. Try this LINK and let me know if this works for you. I will be off line for a few minutes but will respond back as soon as I can.

Customer: replied 5 months ago.
That link is useeless as acer does not seem to recognize either the S/N or SNID number from my notebook
Expert:  Dan replied 5 months ago.

What is your serial number?

Expert:  Dan replied 5 months ago.

Try this LINK with your serial number.

Customer: replied 5 months ago.
Dan I am downloading a windows 10 onto a usb and will reformat the notebook and reinstall winws10
Expert:  Dan replied 5 months ago.

Okay good. Where are you downloading it from?