Computer

For Online Computer Support, Ask a Computer Technician

Ask a Computer Expert,
Get an Answer ASAP!

My son has a HP 15-ac121dx Notebook. His first day of

Customer Question
My son has a...

My son has a HP 15-ac121dx Notebook.

Technician's Assistant: Just to clarify, what is your notebook's exact make and model?

His first day of college and it wont boot up in Windows 10

Technician's Assistant: Have you installed any updates recently?

He says it has been idle for months.

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

I know that he was streaming movies at one time, so I think the 1 TB HDD is corrupt

Submitted: 8 months ago.Category: Computer
Show More
Show Less
Ask Your Own Computer Question
Answered in 4 minutes by:
9/6/2017
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago
Moses C
Moses C, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 778
Experience: Resolution Specialist at Wipro Bpo Services
Verified

Hi, Welcome to JustAnswer support, thank you for utilizing our service.
I will do my best to help you out in fixing the issue you are facing.
What exactly are you having trouble with the HP notebook

Ask Your Own Computer Question
Customer reply replied 8 months ago
The PC will not boot up in Windows 10
We do not have a recovery disk
We tried all the F2, F9... no way out of this
We are looking for the hidden recovery files, to restaore the PC.
Or, a boot recovery disk.
Customer reply replied 8 months ago
I have already agreed to $63 CAD through Paypal
Why are you asking for more?
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

Do you want to go with factory restore?

Factory restore will erase all data stored on the computer

Do you have a backup of your data files on an external drive.

Ask Your Own Computer Question
Customer reply replied 8 months ago
Factory restore sounds good.
We do not care about the files on the computer.
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

sure i will give you the step which you can follow and reset the pc to factory defaults.

Ask Your Own Computer Question
Customer reply replied 8 months ago
OK
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

Power off the computer and wait for some time may be 2 mins.

power it on and keep hitting the F11 key couple of times you will get a recovery menu on the the screen with couple of options.

Ask Your Own Computer Question
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

Select troubleshoot and then select the recovery manager on the screen

Ask Your Own Computer Question
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

After pressing recovery manager you will get a couple of other options select System recovery.

Ask Your Own Computer Question
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

Follow the screen as per your choice and it will bring the computer back to factory defaults after it completes the recovery process.

Ask Your Own Computer Question
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

This process might take 20 to 30 minutes to complete.

Ask Your Own Computer Question
Customer reply replied 8 months ago
Thank you Moses, my son will try this between two courses.
Can we get back to you later today to let you know how things went?
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

If you need any more information let me know. If you are unable to follow the given steps use the reply button to continue further.

if you are sanctified with the information i have provided then please rate me for my service from the 5 stars located at the top of this chat screen.

Ask Your Own Computer Question
Customer reply replied 8 months ago
OK, will do, communication with you was excellent and we should see results today, I hope.
By the way, if this works and it is normally free for one week, can I cancel the $63 CAD that I agreed to pay through PayPal.
I normaly would not have paid that sum, but I was under the impression that I had to, just to communicate with you.
There is I little bit of confusion at the start with JustAnswer.com : The $5 fee, the popup request to pay for a month, the time delays between posts... I was under the impression I had to pay now to get service.
Tech Support Specialist: Moses C, Computer Hardware Engineer replied 8 months ago

Our tech support costs between $10 to $100, depending on the type of issue and how much of the technicians time your question is expected to take.

Ask Your Own Computer Question
Customer reply replied 8 months ago
OK, my son tried to do a factory reset, it did not work.
I now have the notebook with me and tried also without sucess.
We, do not even get to the recovery menue.
We do get the following message: Stop Code: FAT file system
Then it says: preparing automatic repair.
Then it comes back 2 minutes later with : Stop Code : NTFS file system
Then it alternates between those two messages every time it reboots.
Customer reply replied 8 months ago
Ran a system extensive test:
failure ID code:
0SJF0M-7R48PS-XD7WMF-60QS03
Customer reply replied 8 months ago
Can you help, or is this problem too difficult?
Customer reply replied 8 months ago
By the way, I have paid $63 CAD through PayPal and it looks like I will not get a refund.
So, it would be nice if I was able to solve this problem with you.
Don't give up on my problem.
Tech Support Specialist: Robert M., Consultant replied 8 months ago
Robert M.
Robert M., Consultant
Category: Computer
Satisfied Customers: 9,397
Experience: 30 yrs. in NYC computer industry working with PC and networks, banks, brokerage, legal etc.
Verified

How old is the computer ? is it still under warranty ?

that looks to be a bad hard drive.

it cant even tell what file system is on it. (either fat or ntfs)

you might be able to reformat the drive but there is no solution that does not require a system disk.

Ask Your Own Computer Question
Tech Support Specialist: Robert M., Consultant replied 8 months ago

You asked us not to give up on you

But you have not responded to me

Do you still wish our help?

Ask Your Own Computer Question
Was this answer helpful?
Ask Robert M. Your Own Question
Robert M.
Robert M.
Robert M., Consultant
Category: Computer
Satisfied Customers: 9,397
9,397 Satisfied Customers
Experience: 30 yrs. in NYC computer industry working with PC and networks, banks, brokerage, legal etc.

Robert M. 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

4,240 satisfied customers

Certificate Course In Computer Maintenance

< Previous | Next >

Related Computer Questions
Hope you can help. I have a iPhone 7 Plus. I cannot get a
Hi. Hope you can help. I have a iPhone 7 Plus. I cannot get a recharge cord to work. I can wiggle it and get the bing … read more
Ameen Khan
Ameen Khan
Senior IT Support Specialist
Information Technology Management / Computer Science
6 satisfied customers
I updated my computer to Microsoft 10 and have lost all my
I updated my computer to Microsoft 10 and have lost all my files. Is there anything I can do?… read more
UranIT
UranIT
IT Consultant, Network and System Admin
Associate Degree
881 satisfied customers
When I am on FB or go to a website, the colored images are
When I am on FB or go to a website, the colored images are distorted and the image does not look natural. … read more
Michelle
Michelle
Manager operations
Bachelor\u0027s Degree
1,276 satisfied customers
I just switched to Century link internet service the tech
I just switched to Century link internet service the tech didn't registered my netgear router and I can't get internet service at the far end of my apartment without the router … read more
Moses C
Moses C
Computer Hardware Engineer
778 satisfied customers
My adobe is not working properly I am in the midst of
My adobe is not working properly I am in the midst of creating an invitation which has ben finalized I have made several changes and need to send it to the printer in a PDF file the changes are saved … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,130 satisfied customers
Almost scammed by insta resolve it, rocklin, ca, overpriced
Almost scammed by insta resolve it, rocklin, ca, overpriced security software-$2599.Several complaints about them on internet. They installed software on my computer. What's the risk if I don't pay? … read more
Mr.Med
Mr.Med
1,098 satisfied customers
Cannot Skypeget new. DELL GOOGLE. I am trying to set up
I am trying to set up Skype and it keeps on saying try later. … read more
Ricky Expert
Ricky Expert
Bachelor\u0027s Degree
960 satisfied customers
Yesterday, I got a major update. It killed my laptop and put
Yesterday, I got a major update. It killed my laptop and put us out of Business. … read more
Aaron B
Aaron B
Computer Repair Technician
High School or GED
428 satisfied customers
I wish to make a payment on my contract mobile phone to
I wish to make a payment on my contract mobile phone to increase m safety buffer. … read more
Harry
Harry
1,694 satisfied customers
I just renewed my office subscription and had it installed.
I just renewed my office subscription and had it installed. However, when I go to an existing file and try to edit, it will not let me. It still shows that is has expired. … read more
UranIT
UranIT
IT Consultant, Network and System Admin
Associate Degree
881 satisfied customers
I believe my yahoo emaill has been hacked and cant log back
i believe my yahoo emaill has been hacked and cant log back into my email.says my password ***** ***** and it wont let me reset it.tried it on my phone and 4 differnt computers.all which were working … read more
Moses C
Moses C
Computer Hardware Engineer
778 satisfied customers
Just bought HP Pavillion laptop, cannot access cuz I am not
Just bought HP Pavillion laptop, cannot access cuz I am not getting password ***** Really need some help. … read more
Viet -MS Office Tech
Viet -MS Office Tech
Computer Technican
Bachelor\u0027s Degree
966 satisfied customers
I cannot get into FB... I have had my account for years...
I cannot get into FB... I have had my account for years... please supply a way that I can change my password... … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,415 satisfied customers
After downloading Windows 10 update I opened Lotus word to
After downloading Windows 10 update I opened Lotus word to check an important letter and a pop up appeared and asked to check for anything untoward with resul tnegative and then when I went to open th… read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,415 satisfied customers
I just renued edge. I need to give it a password. Please. My
I just renued edge. I need to give it a password. Please … read more
Samuel NetEngineer
Samuel NetEngineer
Associate\u0027s Degree
635 satisfied customers
Need to unlock and red help. Need to get into apple.
Need to unlock and red help JA: What device or product does this involve? Customer: Need to get into apple JA: When did you last change your password ***** Apple ID? Customer: Probably 15 years ago JA… read more
Samuel NetEngineer
Samuel NetEngineer
Associate\u0027s Degree
635 satisfied customers
My internet goes down while i am using it. Toshiba
my internet goes down while i am using it. JA: What's the brand and model of your computer? And the Operating System (OS)? Customer: toshiba PSPKEU-062002 JA: How long has this been going on with your… read more
Samuel NetEngineer
Samuel NetEngineer
Associate\u0027s Degree
635 satisfied customers
I access you tube to play songs, but got no response.. so
I access you tube to play songs, but got no response.. so tried to sign in using my phone# ***** I was sent a code to my email address.. to access my code I had to the site .. then I left the page and… read more
GeekGal
GeekGal
IT Director
Bachelors Degree
532 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