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My computer won't start up, it turns on but won't open

Customer Question
My computer won't start...

My computer won't start up, it turns on but won't open windows

Technician's Assistant: Just to clarify, what's the make and model of your computer? What version of Windows are you running?

Carr aspire s3 windows 10

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

Oops acer not carr

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

Yes I tried to install iTunes update and iCloud for windows

Submitted: 5 months ago.Category: Computer
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Answered in 2 minutes by:
11/16/2017
Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago
Cabletech
Cabletech, Computer Support Specialist
Category: Computer
Satisfied Customers: 433
Experience: 12 years ISP Technical Support
Verified

Hello! Thank you for contacting Just Answer. I would be happy to help you today with your PC issue.

Do you get an error message? I understand you said you try to boot up but cannot open Windows. Just wanted to clarify that.

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Customer reply replied 5 months ago
No it brings me to a troubleshooting page
Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

What does it say on that page?

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Customer reply replied 5 months ago
If I click troubleshoot it brings me to a page with four options, to exit and continue to windows 10, to use a device, troubleshoot, or turn off the computer
Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

If you hit continue, does it not ever load?

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

If it doesn't, the next thing I want to try is Troubleshoot > Advanced Options > Start Up Repair.

Let me know if this is what you tried.

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Customer reply replied 5 months ago
Correct, it never loads and then it brings me back to the automatic repair page that says shut down computer or diagnose and troubleshoot
Correct, it never loads and then it brings me back to the automatic repair page that says shut down computer or diagnose and troubleshoot
Customer reply replied 5 months ago
I haven't tried it yet, I'm doing it now
Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

Okay!

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

If those steps don't work, I want to type out the next round. If you've already done this, you can let me know.

At the Choose an option screen, select Troubleshoot.

At the Troubleshoot screen, select Reset this PC.

At the Reset this PC screen, select Keep my files.

Select your user account and enter the password ***** prompted.

Select Reset.

Windows will perform the reset process

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Customer reply replied 5 months ago
It's been running a "diagnosing your pc" page for ten minutes
Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

Okay, Windows 10 is fast sometimes and slow others. I reinstalled Windows 10 on a family members laptop and it was stuck at 99% installing for hours. It's a known issue with Windows 10 but I myself thought something was wrong.

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Customer reply replied 5 months ago
Still running that page
Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

Okay, it does take a while. Let me know when it does something different. It might have to run for a few hours. If it doesn't resolve, I gave you the next set of instructions to try too.

If it does resolve and you're able to log back in, I just want to let you know how the site works. You'll be prompted with a rating in the top right. By rating me (hopefully 5 Stars), it's the only way I receive credit for helping you out on this issue today. It doesn't end the support. I just wanted to let you know in case it prompts you.

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

Did it ever start to work? Just following up to see how it went.

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Customer reply replied 5 months ago
No
Customer reply replied 5 months ago
Any new suggestions?
Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

What happened after it ran that test?

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Tech Support Specialist: Cabletech, Computer Support Specialist replied 5 months ago

I am going to open this up to the other experts who may have had more experience in this. Everything I know that I had you try should have worked. Since it hasn't, let me see if someone else has something I am missing. Just one moment while I opt out and let another tech chime in.

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Customer reply replied 5 months ago
Ok
Tech Support Specialist: David L, Systems Engineer replied 5 months ago
David L
David L, Systems Engineer
Category: Computer
Satisfied Customers: 7,508
Experience: Microsoft & Cisco Certified with over 20 years experience
Verified

Hello,

My name is David.

In the Choose an Option screen select Troubleshoot then Advanced Options then Startup Settings then the Restart button.
Then after reboot a menu should appear - select Safe Mode with Networking and let it continue booting. Please let me know if it boots into Safe Mode.

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Customer reply replied 5 months ago
The menu with the safe mode option never appeared, it just went back to the Automatic Repair page
Tech Support Specialist: David L, Systems Engineer replied 5 months ago

Ok then next boot the computer and in the automatic repair page select Troubleshoot > Advanced Options > Command Prompt.

On the command prompt run the following commands:
BOOTREC /FIXMBR

and then press Enter.

Next run the following command:
BOOTREC /FIXBOOT

and then press Enter.
If any errors appear then run the following:
BOOTREC /RebuildBcd

Then reboot and test to see if the computer boots normally.

Please let me know the result.

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Customer reply replied 5 months ago
If no errors occur what do I do?
Customer reply replied 5 months ago
How do I reboot and test to see if computer starts normally?
Tech Support Specialist: David L, Systems Engineer replied 5 months ago

If no errors occur after running the commands, type the following on at the command prompt:

shutdown /r

and press Enter and the computer will reboot.

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Customer reply replied 5 months ago
I get the response: 'shutdown' is not recognized as an internal or external command, operable program or batch file.
Tech Support Specialist: David L, Systems Engineer replied 5 months ago

It is OK to press the restart or power button in this case to restart the computer. Alternatively, close the command prompt and there should be a menu option to exit/restart as well.

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Customer reply replied 5 months ago
It's gone back to the diagnosing your pc page
Tech Support Specialist: David L, Systems Engineer replied 5 months ago

Ok then next go back to the command prompt and run the following commands:

bcdedit /export C:\BCD_Backup
c:
cd boot
attrib bcd -s -h -r
ren c:\boot\bcd bcd.old
bootrec /RebuildBcd

Then reboot the computer and let me know the result.

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Tech Support Specialist: David L, Systems Engineer replied 5 months ago

Hello,

Do you still need assistance?

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Customer reply replied 5 months ago
I'm waiting for my computer to load command prompt
Customer reply replied 5 months ago
I put in
bcdedit /export C:\BCD_Backup
And hit enter and it wouldn't let me type anything further. The cursor blinks but when I type nothing happens.
Tech Support Specialist: David L, Systems Engineer replied 5 months ago

Ok, then if it is still where the cursor is blinking and the cursor has not returned reboot and see if it will start and if it does not then the operation was not completed in which case you should boot to the command terminal and try it again.

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Customer reply replied 5 months ago
Should I hit enter between the commands? I.e.
bcdedit /export C:\BCD_Backup
Enter
c:
Enter
cdboot
Etc
Tech Support Specialist: David L, Systems Engineer replied 5 months ago

Yes - sorry for the confusion

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David L
David L, Systems Engineer
Category: Computer
Satisfied Customers: 7,508
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