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Was downloading updates and had to shut off my laptop. Has…

Was downloading updates and...

Was downloading updates and had to shut off my laptop. Has not loaded correctly since. Is Samsung and am unable to get reinstall disk. Will not load normally. Can load in safe mode.

Technician's Assistant: What's the brand/model and Operating System (OS) of your laptop?

Samsung NP300e5a-a02ub OS windows 7 home premium

Technician's Assistant: What have you tried so far with your NP300E5A-A02UB? Have you installed any updates recently?

Was downloading updates when had to turn off laptop. Said was downloading 160 updates. No idea what all was being downloaded. Tried to use recovery and repair. No recovery point available. Have started in safe mode. Been long time since my Comp Sci days.

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

Not that I can think of. Thank you.

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Answered in 3 minutes by:
3/8/2018
Fran
Fran, Computer Support Specialist
Category: Computer
Satisfied Customers: 267
Experience: IT Consultant
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply. I've just logged in and saw your question waiting and I'm happy to assist you. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know

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Customer reply replied 4 months ago
I do.

What is displayed on your screen now?

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Customer reply replied 4 months ago
Loading windows files but has stopped
Customer reply replied 4 months ago
Trying to restart it in safe mode with networking

How long has it been trying to load windows files?

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Customer reply replied 4 months ago
About 3mins. Has stopped and now have black/dark blue screen. Am on my desktop.

Ok when you went into safe mode. Did you see a repair my computer option?

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Do you have your DATA backed up?

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Customer reply replied 4 months ago
When ever I have tried to use the "repair my computer" option get an error message oxoooooe9, an unexpectedI/O error has occurred. No, did have data backed up.

Lets do these steps.

1 restart computer

2 at start up press the F8 key. just keep pressing on off while it boots

3 see if you have a repair my computer option if so/ select it press enter

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Ok lets try one more times. Sometimes the first attempt doesn't work

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Customer reply replied 4 months ago
Message: windows has encountered a problem communicating with a device connected to your computer.
This error can be caused by unplugging a removable storage device such as an external USB drive while the device is in use, or by faulty hardware such as a hard drive or CD Rom drive that is failing. Make sure any removable storage is properly connected and then restart your computer.

Do you have any external components hook into the computer?

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Customer reply replied 4 months ago
Other than wireless mouse no

What version of windows are you running? win 7 pro or win7 home?

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Customer reply replied 4 months ago
7 Home premium

OK, we may need to reinstall windows from a disc. But all data will be loss. you can put the disc in and set repair instead of install.

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Is it a 64 bit or 32 bit system?

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Customer reply replied 4 months ago
Purchased laptop used and do not have disc. Contacted Samsung and am unable to purchase it.
Customer reply replied 4 months ago
32

Ok I maybe able to help with that

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But first I need to make sure your product key is on the laptop. You can locate that either on the bottom or inside the battery compartment

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Customer reply replied 4 months ago
Product key is:MM4KX-9KYFF-RYR3Q-D7WR2-MX64T

OK does it say window 7 home premium?

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Customer reply replied 4 months ago
has OA at the end, not sure if that matters.

Ok give me a few moments please

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Customer reply replied 4 months ago
Sure

I'm still here. Just doing some work on the file

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Customer reply replied 4 months ago
Take your time. I do understand it takes time. Thank you.

unfortunately the file is to large for me to send. I'm trying to figure out a work around. But haven't yet

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Customer reply replied 4 months ago
ok

Ok think I have a word around

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whats your email address?

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Ok give me a few more minutes

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Customer reply replied 4 months ago
Sure, no problem. Thank you for your persistence.

Ok Do you know how to burn to CD?

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Customer reply replied 4 months ago
I do. Will it fit on CD or need DVD? Have both

This is a ISO file of windows 7 home I'm sending and you will need to download and burn it onto a cd

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Customer reply replied 4 months ago
Awesome. Thank you Fran

Ok you need to make a google account to get the ISO file

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Ok I jsut sent you a turn link to your email. You may not need to make a google account

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let me know what happens

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Customer reply replied 4 months ago
Have a Google account.***@******.***

Ok let me send to that one makes it easier

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Ok tell me when you get it

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Customer reply replied 4 months ago
Got it.

Follow instructions at your own risk. I'm responsible for any data loss

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let 's stay here until your get the process started. Come back and let me know how its going

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Your satisfaction is my priority; I hope I have earned 5 stars today!
Kindly take a moment to rate my service 5 stars/ and then
press Submit at the top of your question page.

If you need more assistance, please use the reply box and let me know.
Rating does not stop you from getting back to me in the event you need me.
It has been a pleasure assisting you today. Fran

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Customer reply replied 4 months ago
Downloading right now. Understand it's at my own risk. Thank you Fran. You were awesome!

Great! please say that in the review:)

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Thank you

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Customer reply replied 4 months ago
Started the burning process now

wow your fast

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Customer reply replied 4 months ago
This screen is not allowing me to select stars :( Do I need to close out of the conversation?

do you see the review button at the top?

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I'm not very good with the site from the customers side. you may have to accept my answer then do the 5 star thing

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Customer reply replied 4 months ago
Shows stars and submit but they are grayed out.

can you click on them

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click on the 5 star. if not it may do it after submit then do the star. I'm not really sure. if it doesn't that fine. just submit the review. Thanks

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has it finished burning?

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Customer reply replied 4 months ago
No. Says after I get an answer and finish talking so I may have wait a little bit.

And you will get an email also. You be able to rate from the email

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OK.

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Where are you at on the install ?

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Customer reply replied 4 months ago
Done burning, put the disk in, started laptop, got same screen. Anything special need to do in order to run disk?

you may have to change boot order

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So it will boot from CD

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Customer reply replied 4 months ago
F2?

yes

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you want CD first on boot order

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you may have to use the f5 or f6 to move up and down the list

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Customer reply replied 4 months ago
SATA CD: is at top of list. Correct?

yes

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Customer reply replied 4 months ago
At the Starting Windows screen

great. think I got the rate fixed.

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Now you can rate

Fran
Fran, Computer Support Specialist
Category: Computer
Satisfied Customers: 267
Experience: IT Consultant
Verified
Fran and 87 other Computer Specialists are ready to help you
Ask your own question now

Great thank you

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Ok is it doing its thing?

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Everything Good?

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Customer reply replied 4 months ago
Don't seem to be reading the disk.

its not spinning up?

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Customer reply replied 4 months ago
No

Ok. Got to spin up to read disk

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do you see that anything was burn on disc?

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Customer reply replied 4 months ago
it burned.

OK, something going on with the drive

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Do you have an external drive? Or can you make a bootable USB

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Customer reply replied 4 months ago
No external drive, moved recently and have not found my larger USB
Customer reply replied 4 months ago
May have to pick up a new USB

its only a 3 gb file

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Ok you file does show 2,504,372 KB right?

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the file you downloaded?

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Ok Hope the usb helps.

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Customer reply replied 4 months ago
Have one dinosaur 500mb USB and a 10gb. File size is correct. Set you as my favorite expert so should be able to get back to you and update you on how it goes from here.

Great! thanks we 'll chat later Have a good day

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Customer reply replied 4 months ago
Thank you for all your help Fran :)
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Satisfied Customers: 267
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