Computer

For Online Computer Support, Ask a Computer Technician

Ask a Computer Expert,
Get an Answer ASAP!

This answer was rated:

My less than 1 year old laptop with Windows 10 already

My less than 1...

My less than 1 year old laptop with Windows 10 already installed is now stuck on the welcome screen and will not let me sign in or do anything. Having to use my work laptop to communicate with you now.

Technician's Assistant: What's the brand/model of your laptop?

Dell with Radeon graphics, AMD FX 7th gen processor...

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

I have tried to hold the shift key while hitting restart more times than I care to say - this has been an issue since Wednesday evening and nothing I have tried or what has been recommended to me by people way more tech savy than me has worked.

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

Can't think of anything - I just need my computer to work

Show More
Show Less
Ask Your Own Computer Question
Answered in 1 hour by:
3/11/2018
Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,366
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.
Verified

Hello and welcome to JustAnswer, I look forward to assisting you today. Have you tried powering it off and letting it set for a few minutes then restarting?

Ask Your Own Computer Question
Customer reply replied 1 month ago
Multiple times - it has been off now since Friday evening...I re-started it again today and nothing has changed. It still shows a lovely mountain and lake scene and if I tap the touch pad it puts my name up and the space for my password, but when I go to type in my password ***** shows up - it's as if I was not typing at all. I have tried the shift and re-start button and that made no difference, I tried F8 and that made no difference either.

Okay let's see if you can access the recovery menu. To access the recovery environment, 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, Windows 10 will boot into diagnostics mode. Click Advanced options when the recovery screen appears.

Ask Your Own Computer Question
Customer reply replied 1 month ago
Dan, I do not get a Windows logo - when I initially turn the computer on I get the Dell logo with a small circling icon below followed by going to the mountain/lake screen with date, time on it. If I hit the Touchpad then it gives me the name/password ***** - I am unable to get to the start menu let alone a recovery screen

Try shutting it down as soon as you see the Dell logo. Do this 3 times to see if you can access recovery.

Ask Your Own Computer Question
Customer reply replied 1 month ago
OK did that and now it says preparing automatic repair

Okay let me know what happens.

Ask Your Own Computer Question
Customer reply replied 1 month ago
It gives me the option now of restart of advanced options - I want advanced options correct?

Advanced options, correct.

Ask Your Own Computer Question
Customer reply replied 1 month ago
Do I go to Continue or Troubleshoot next?

Try continue to see if it will fix it.

Ask Your Own Computer Question
Customer reply replied 1 month ago
Dan it took me to the same screen with mountains/lake and still won't do password. Should I start the shut off/turn on process again and try the troubleshoot option?

Yes please.

Ask Your Own Computer Question
Customer reply replied 1 month ago
Now I have a screen from Dell Support Assist that says it is running a system scan to detect any potential hardware problems...I can press ESC to stop or F2 for BIOS setup - should I just let it continue running the scan - it has 40 sec left

Let it continue.

Ask Your Own Computer Question
Customer reply replied 1 month ago
Well it says no issues with the hardware scan but right now the cursor won't move so I can hit 'continue' - if it isn't one thing it's another...fan is running in the background

Any keyboard response?

Ask Your Own Computer Question
Customer reply replied 1 month ago
Nope...beginning to understand why people go 'postal'
Customer reply replied 1 month ago
Should I just shut it down the 3x again and see if it gives me the repair screen again?

It can be maddening sometimes! Yup give it a try.

Ask Your Own Computer Question
Customer reply replied 1 month ago
It just goes back to the support assist screen running a system scan...did the same darn thing and cursor won't move and keyboard is unresponsive

Okay. Are you chatting with me from another computer?

Ask Your Own Computer Question
Customer reply replied 1 month ago
I had to bring my laptop from work so that I could do anything on a computer.

Okay good. Go to this LINK and follow the instructions. Hopefully you will be able to recover using Dell's recovery tool and get you going again.

Ask Your Own Computer Question
Customer reply replied 1 month ago
If I download that link then will I be able to do what needs to be done on my problem child laptop? I am not tech savy as you ca probably tell...

You should be able to. I will be around for several hours so just post here if your run into a problem.

Ask Your Own Computer Question
Customer reply replied 1 month ago
Ok Dan I'll be sure 2 let u know and thanks

Anytime. Good luck!

Ask Your Own Computer Question
Customer reply replied 1 month ago
Dan - it asks to install the usb-recovery on this computer (my work one) and I did that and it asks me if I want to make changes on this drive - it isn't asking me for the service tag of the problem laptop and I'm hesitant to do more...

Okay give me a minute.

Ask Your Own Computer Question

Can you find the service tag for your computer please.

Ask Your Own Computer Question
Customer reply replied 1 month ago
I've got it - the download didn't ask me for it...despite what the directions on the link said

Okay

Ask Your Own Computer Question
Customer reply replied 1 month ago
If I do the securely connect thing and give you access to my laptop do you think you can fix this? I have so much work to be done this afternoon and I feel very unproductive right now.

I wouldn't be able to connect to your laptop if you are not able to connect to it.

Ask Your Own Computer Question
Customer reply replied 1 month ago
OK so am I at then end of the rope here or do you have any other suggestions? I do appreciate your help.

Do you have any data stored on your laptop that you need or isn't backed up?

Ask Your Own Computer Question
Customer reply replied 1 month ago
Almost everything is backed up (I'm a doctoral student so I am super anal about not losing anything) ...I just noticed that the link you sent me to is to download for use with a USB drive - so maybe if I go out and buy an empty USB drive I could try it...what do you think?

Well you can format the drive you are using and try it again. You can also contact Dell and have them send you the recovery software or we can try and do a factory reset on your laptop. Your choice.

Ask Your Own Computer Question
Customer reply replied 1 month ago
I think I'll contact Dell to send me the recovery software and see if that solves the problem. Thank you for your time and patience, Dan.

You’re very welcome! It was a pleasure working with you. Please remember to rate my service for you today.

Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,366
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.
Verified
Dan and 87 other Computer Specialists are ready to help you
Ask your own question now
Was this answer helpful?
Ask Dan Your Own Question
Dan
Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,366
2,366 Satisfied Customers
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.

Dan 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

3,228 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

4,167 satisfied customers

Certificate Course In Computer Maintenance

< Previous | Next >

Related Computer Questions
I have had my Ipad for a few years, but I haven't used it
I have had my Ipad for a few years, but I haven't used it and now I cannot remember my password ***** ***** anyway you can get it for me. My name is***** in case you need to know. … read more
Mike Taylor
Mike Taylor
42 satisfied customers
The screen of my HewlettPackard will on turn on. The on/off
The screen of my HewlettPackard will on turn on. The on/off button on the side will not turn off… read more
Eric Ewing
Eric Ewing
University IT Manager
157 satisfied customers
I keep getting a error code of 0x97. It says to turn power
I keep getting a error code of 0x97. It says to turn power off then back on. For details see your documentations or visit Epson. Com. … read more
Mr.Med
Mr.Med
1,049 satisfied customers
I want the old format for outlook and cant access
I want the old format for outlook and cant access information I had saved on it … read more
arsufi2002
arsufi2002
Bachelor's Degree
322 satisfied customers
I've been on Facebook for the last 5 years or so. Yesterday
I've been on Facebook for the last 5 years or so. Yesterday I got a message asking if I wanted to “be friends” with people who were already my friends as well as several hundred people who I have neve… read more
Viet - Computer Tech
Viet - Computer Tech
Computer Technican
Bachelor\u0027s Degree
956 satisfied customers
Need Apple ID. It's a new s10 had a s4 time ago. Don't know
Need Apple ID JA: When did you last change your password ***** Apple ID? Customer: It's a new s10 had a s4 long time ago JA: Did you try resetting through Apple's online account reset tool? Customer: … read more
Pete
Pete
Engineer
Bachelor\u0027s Degree
1,129 satisfied customers
The question is... how can I use Microsoft apps to send a
The question is... how can I use Microsoft apps to send a file from word to become a photo which I would add to my iPad photos. Or a photo of the file which I could post to Facebook. Thank you.… read more
AnswersByEric
AnswersByEric
Software Developer
Associate Degree
38 satisfied customers
Locked account says incorrect oldpasswor. Unlock account.
just when I received warning that password ***** expire … read more
Karthik
Karthik
Senior Engineer
Bachelor of Engineering
92 satisfied customers
Pass. Dell laptop and LG Android. Android LG phone, Dell
no, I changed password ***** by Google, and have changed my phone # and email address, was knocked off, when I typed in my new phone # I went blank with no friends, nothing but a blank picture of me … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,398 satisfied customers
My computer will not open Microsoft E. You people keep
My computer will not open Microsoft E. You people keep giving me links for me to follow. The links go Microsoft E. Unless you are a machine, you should by now that I cannot follow the link to Microsof… read more
Joshua Gransbury
Joshua Gransbury
A.A.S
21 satisfied customers
I want to set up a printer and i forgot my iCloud password.
i want to set up a printer and i forgot my iCloud password … read more
Fran
Fran
IT Consultant
Associate Degree
170 satisfied customers
I believe I am getting a lot of scam viruses. Dell latitude
I believe I am getting a lot of scam viruses JA: What's the brand and model of your computer? And the Operating System (OS)? Customer: Dell latitude 3580 with windows 10 JA: What have you tried so far… read more
Dan
Dan
Computer Support Specialist
2,366 satisfied customers
I have a Dell computer for which I received a cut down
Hi, I have a Dell computer for which I received a cut down version of Office. … read more
technicalcat
technicalcat
Computer Science
840 satisfied customers
Password no longer works. Windows110 64 bit, Dell. 1 hour -
1 hour - tried to recover with a screen I;ve never seen before to no avail … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,398 satisfied customers
I have forgotten my password. My Skype email is ***********,
I have forgotten my password. My Skype email is ***********, but I have changed it to *********. … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,398 satisfied customers
I have. paid for and downloaded Malwarebytes Premium. In the
I have. paid for and downloaded Malwarebytes Premium. In the procedure I have been asked for a password. How do I obtain the password? … read more
Moses C
Moses C
Bsc
580 satisfied customers
I have a list of foreign address oon my screen when I type
I have a list of foreign address oon my screen when I type NETSTAT … read more
UranIT
UranIT
IT Consultant, Network and System Admin
Associate Degree
806 satisfied customers
My ex got onto my facebook and deleted all my albuams can
my ex got onto my facebook and deleted all my albuams can they be put back on there … read more
Richard
Richard
IT Manager
IT Manager, Consultant
3,398 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