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Just brought home a new computer from Best buy. When I

Customer Question
Just brought home a...

Just brought home a new computer from Best buy. When I started it up it comes up "welcome" owner. No way to access this screen, no curser arrow present. Then it tells me there is a problem with windows and reboots. This process continues shut down and resetting over and over.

Technician's Assistant: Which programs (name and version) are you experiencing this issue with?

Its the latest version, I have no way of knowing without access to the computer. Service order number 01763-302121447.

Technician's Assistant: Have you tried the Repair option, found through Windows' Control Panel? (If that option isn't showing up, the Microsoft Office Expert can help find it in a moment.)

The computer gives me no access to internet or anyway to reach out to Microsoft Office Expert. Reset my router twice. I am on my wife's computer now.

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

Checked wireless mouse and keyboards, both functional.

Submitted: 6 months ago.Category: Computer
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Answered in 3 hours by:
12/31/2017
Tech Support Specialist: David L, Systems Engineer replied 6 months ago
David L
David L, Systems Engineer
Category: Computer
Satisfied Customers: 7,838
Experience: Microsoft & Cisco Certified with over 20 years experience
Verified

Hello,

My name is David.

Performing a startup recovery may resolve the issue.

To access startup recovery, turn your computer on and off three times. While booting, make sure you turn off the computer when you see the Windows logo. After the third time, start the computer again and Windows 10 will boot into diagnostics mode. Click Advanced options when the recovery screen appears.

Click Troubleshoot.

Click Advanced options.

Then, click Startup Repair.

Follow the prompts to complete the repair and reboot (the process is mostly automated).

After reboot please let me know if the issue is resolved.

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Tech Support Specialist: David L, Systems Engineer replied 6 months ago

Hello,

Do you still need assistance?

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Customer reply replied 6 months ago
I have gotten internet access but haven't been able to get email.
Tech Support Specialist: David L, Systems Engineer replied 6 months ago

Ok, so the computer is now starting up after the startup recovery procedure correct?

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Tech Support Specialist: David L, Systems Engineer replied 6 months ago

I received your request for remote assistance however the funding could not be processed - please check with Just Answer customer service - they will be able to help resolve the issue.

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Customer reply replied 6 months ago
I am trying to set-up my wife computer her address is***@******.***
Tech Support Specialist: David L, Systems Engineer replied 6 months ago

Oh, OK. So the computer boots and is now in the initial setup and registration screens?

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Customer reply replied 6 months ago
Tried to setup microsoft e-mail and after 3 attempts shut me down for 24 hours.
Tech Support Specialist: David L, Systems Engineer replied 6 months ago

That usually happens when the Microsoft account password ***** ***** Were you creating a Microsoft account or do you already have a Microsoft account?

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Customer reply replied 6 months ago
She should have already had one. Just changed to new computer. Old account may have been***@******.***
Customer reply replied 6 months ago
When can a secure remote session be accomplished?
Tech Support Specialist: David L, Systems Engineer replied 6 months ago

What may solve the problem is to create a new Microsoft account first and then use the new account to login to the computer. Another option is to create an account local to the computer just to get started and then switch to a Microsoft account later if you wish (however I would recommend staying with a local computer account for privacy).

The funding did not go through again for the secure remote session - just contact Just Answer customer service to resolve the issue.

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Tech Support Specialist: David L, Systems Engineer replied 6 months ago

Please see the instructions on the first half of the web page at the link below that describe how to setup a local account on Windows 10:

click here

If you have questions with any of the steps just let me know.

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Tech Support Specialist: David L, Systems Engineer replied 6 months ago

Hello,

Do you need further assistance?

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