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Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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On my asus laptop I can't load windows, x501A (I think) this

Customer Question

on my asus laptop I can't load windows
JA: What's the model of your Asus?
Customer: x501A (I think)
JA: When did you purchase your Asus? What troubleshooting have you tried?
Customer: this is my daughters laptop. I belive she has had it for a couple of years. I've tried the Advanced options; Start up repair; command prompt but when i enter the password ***** says it is incorrect. My daughter maintains it is correct
JA: Anything else you want the computer expert to know before I connect you?
Customer: no
Submitted: 2 months ago.
Category: Computer
Expert:  Kris R replied 2 months ago.

Hi, my name is ***** ***** I’ll do my best to help you today. I may have some follow-up questions to help me better understand your question.

Expert:  Kris R replied 2 months ago.

Hi
Sorry for the delay, we are busy and I've just got to your question.
Can you let me know when you're ready to look at this and we will make a start.
Thanks
Kris

Customer: replied 2 months ago.
Hi Kris, my apologies for the delay in replying to you.
I've not had sufficient time over the weekend.
I will log on tonight around 8:00 pm, I appreciate this may not be convenient to you.
If tonight is unsuitable then tomorrow morning, 31st July, between 9:00 and 11:00 am would be okay. Alternatively, tomorrow afternoon between 4:00 and 6:00 pm.
Regards
Brian
Ps
Is there an additional charge for Remote Service?
Customer: replied 2 months ago.
I see that it is an additional £33:00 for Remote Service, I'll just work with you by chat thanks.
Expert:  Kris R replied 2 months ago.

Let me knowwhen back and we can continue.

Customer: replied 2 months ago.
Hi Kris, is it convenient for you now?
Expert:  Kris R replied 2 months ago.

Yes

Can you tell me the error you are getting please?

Customer: replied 2 months ago.
When I login the PC just keeps trying to load (with the rotting circle), after a few minutes it stops trying to load and freezes.
Customer: replied 2 months ago.
rotating
Expert:  Kris R replied 2 months ago.

Ok - so you never see the desktop?

Do you need the data on it / do you have a back-up?

Customer: replied 2 months ago.
I never see the desktop. Yes I want to salvage the data. I don't have a back up.
Expert:  Kris R replied 2 months ago.

OK - Do you know what version of Windows it is?

Customer: replied 2 months ago.
I believe it is windows 8
Expert:  Kris R replied 2 months ago.

OK - do you have the recovery disks that came with the computer?

Customer: replied 2 months ago.
No recovery disk either
Expert:  Kris R replied 2 months ago.

OK you'll need to take the drive out to get a copy of the files and you'll need ti purchase OEM media.

Expert:  Kris R replied 2 months ago.

Or it can be taken to a PC repair shop and they can do it

Customer: replied 2 months ago.
I knew that I had those options, that is why I contacted you
Expert:  Kris R replied 2 months ago.

I cannot really assist unless you have a hard-drive reader and OEM media.

Customer: replied 2 months ago.
I don't have either of those. If you can't help with my problem do I receive a refund as you are unable to assist me?
Expert:  Kris R replied 2 months ago.

Yes. Flagged to moderator.

Customer: replied 2 months ago.
Okay, thanks for your time anyway, bye