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Viet - Laptop Tech
Viet - Laptop Tech, Computer Support Specialist
Category: Laptop
Satisfied Customers: 37491
Experience:  Ten years of laptop (and desktop) hardware and software support; Windows 10 8 7 Vista XP & Mac.
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Sorry I was talking you and got disconnected.. I have a

Customer Question

Hi Pearl sorry I was talking you and got disconnected.. I have a problem with reaching my login window on my Acer aspire laptop
JA: Just to clarify, what's the exact model of your Aspire? And what operating system are you running?
Customer: The model is M5-581T(g) running on windows 10
JA: Have you installed any updates recently? What troubleshooting have you tried?
Customer: I tried restarting and pressing ctrl alt dlt
JA: Anything else you want the computer expert to know before I connect you?
Customer: No
Submitted: 7 months ago.
Category: Laptop
Expert:  John replied 7 months ago.

Hello and welcome to Justanswer which is a independent Q&A and Tech support providing site. My name is***** will be assisting you today. I am sorry to hear that you are having such trouble. I will try my best to help you.Could you please provide the following.

What happens when you try to reach the windows login screen ?

Thank you

Note: - You can ignore the secure remote assistance/premium service offer shows in this page. It’s a site generated pop up, you can ignore it by closing (x) that pop up message. Please use the reply box below to reply to me.

Customer: replied 7 months ago.
I can see the welcome screen with date and time, however when I click to get to the next screen (which is usually the password *****), I can only see my wallpaper
Expert:  John replied 7 months ago.

Thanks for the details.

Can you take a picture of that wallpaper screen and send it to me using the add files option in the reply box.

Customer: replied 7 months ago.
let me send you a picture of the first screen and the blank screen
Expert:  John replied 7 months ago.

Thank you.

Please give me a moment to check them.

Customer: replied 7 months ago.
Ok thanks
Expert:  John replied 7 months ago.

That is unusual.You have already restarted couple of times to see if it show the password ***** am i correct?

Customer: replied 7 months ago.
I did restart a couple of times. I was using the laptop all day long and everything seemed fine
Expert:  John replied 7 months ago.

In that case Press and hold the shift key then click on and the power icon in the lower right of the blank screen then while holding the shift key click on restart.

Release the shift key and see if it shows the options screen and let me know.

Customer: replied 7 months ago.
Ok let me try
Expert:  John replied 7 months ago.

please do and let me know.

This is how a options screen looks like

Customer: replied 7 months ago.
Still waiting on the 'please wait' orange screen
Expert:  John replied 7 months ago.

OK i will be here.

Customer: replied 7 months ago.
Ok got it I have that screen - the first option is exit and continue to windows 10
Expert:  John replied 7 months ago.

Click on troubleshoot then on the next screen select system restore

Customer: replied 7 months ago.
Will this wipe out any of my files?
Expert:  John replied 7 months ago.

No we are trying to avoid that by doing system restore.Which can restore to a earlier restore date.

Did you get windows system restore screen?

Customer: replied 7 months ago.
I have 'reset this pc' or advanced options
Expert:  John replied 7 months ago.

OK click on advanced options then system restore and select a restore date were the PC was working fine. If the required restore date is not listed then select Choose a different restore point on the bottom of the system restore window. Now select the desired restore date.

Customer: replied 7 months ago.
Advanced optioned options includes system restore and other options too
Expert:  John replied 7 months ago.

From that options click on system restore then follow the above instructions.

Make sure the laptop is connected to the power adapter/charger also disconnect any connected device like external hard drive,Printer etc before starting the system restore process.

Customer: replied 7 months ago.
Ok I chose today's date.. there was a critical update and it was listed in the restore dates
Customer: replied 7 months ago.
Now it's restoring
Expert:  John replied 7 months ago.

OK good let it finish then it will restart and then see if you can login.

Let me know.

Customer: replied 7 months ago.
Ok will let you know. Just for my knowledge- am I right in saying that the restore will not affect any of my files? Will it just affect any programs installed after such date?
Expert:  John replied 7 months ago.

None of your personal files will be affected by windows system restore.

The programs you installed after that restore date might not work properly,if so you need to reinstall that specific program.

Customer: replied 7 months ago.
Thanks
Expert:  John replied 7 months ago.

You are welcome.

Is the restore still running ?

Customer: replied 7 months ago.
still running
Expert:  John replied 7 months ago.

OK

Customer: replied 7 months ago.
Does it usually take long?
Expert:  John replied 7 months ago.

Sometime it finishes in 5 min but in some cases it can even take up to 15 to 30 min so its best we wait and not to interrupt the process.

Expert:  John replied 7 months ago.

What is it currently showing on the restore screen?

Customer: replied 7 months ago.
39;Finalising file restore'
Expert:  John replied 7 months ago.

OK its almost done.

Customer: replied 7 months ago.
Still finalising. Once that it is done, how can I ensure that the critical update doesn't cause this to happen again?
Expert:  John replied 7 months ago.

It wont re-download because its a failed update.

Customer: replied 7 months ago.
System restore failed
Expert:  John replied 7 months ago.

OK did it restart to windows login screen ?

Customer: replied 7 months ago.
Shall I send you a picture of the restore?
Expert:  John replied 7 months ago.

No need even thought it shows failed it can let you login so please check it and let me know.

Customer: replied 7 months ago.
I have an error message -shall I try and reboot it?
Expert:  John replied 7 months ago.

If you are seeing a error message,send me the image of that and wait for my further instruction

Customer: replied 7 months ago.
Sorry the laptop restarted so I'm waiting for it now
Expert:  John replied 7 months ago.

OK

Customer: replied 7 months ago.
Now it's not going past the first Acer black screen - the loading icon is in progress
Customer: replied 7 months ago.
Ok I got the same screen as before
Customer: replied 7 months ago.
No progress
Expert:  John replied 7 months ago.

In that case we can try an older restore point,if that also fails then we can refresh the PC but this refresh process will keep your personal files but you might need to re-install the applications on the computer other than that are inbuilt in it.

Customer: replied 7 months ago.
Anything else I can do?
Expert:  John replied 7 months ago.

I believe you didn't see my above reply i will resent it

We can try an older restore point,if that also fails then we can refresh the PC but this refresh process will keep your personal files but you might need to re-install the applications on the computer other than that are inbuilt in it.

Expert:  John replied 7 months ago.

Shall we try another restore point ?

Customer: replied 7 months ago.
Let me try an older restore and hope for the best. Preferably I wouldn't like a refresh.
Expert:  John replied 7 months ago.

Please do and let me know.

Customer: replied 7 months ago.
Before I start - the advance don't options have an option called 'start-up repair - fix problems that keep windows from loading'. Will this help?!
Customer: replied 7 months ago.
Advance options*
Expert:  John replied 7 months ago.

That is basically when computer doesn't even boot to windows but try that start-up repair and see if there is any change.

Customer: replied 7 months ago.
Ok will do
Expert:  John replied 7 months ago.

Thanks.

Customer: replied 7 months ago.
No results - trying another restore point
Customer: replied 7 months ago.
Will let you know once done
Expert:  John replied 7 months ago.

OK thanks

I will be here.

Expert:  John replied 7 months ago.

Did you start the system restore process ?

Customer: replied 7 months ago.
it's been going on for 15mins
Expert:  John replied 7 months ago.

OK

Customer: replied 7 months ago.
I'll be back in 30 mins or so and let you know the progress
Expert:  John replied 7 months ago.

OK i might not be here after 30 min because its 1 AM over here but you can post the result here.I will try to be here

Customer: replied 7 months ago.
Ok if you're not here I'll tell you what happens and you can reply when you're online
Expert:  John replied 7 months ago.

Thanks,Is it still running the system restore?

Customer: replied 7 months ago.
Ok it failed again.. I'm going to send you a photo of the error message. When you're online I'll probably be at work but I will talk to you once I get back.
Expert:  John replied 7 months ago.

Thanks for the image.

Did you try to login after the restore?

Customer: replied 7 months ago.
it didnt work
Expert:  John replied 7 months ago.

In that case only option left which is to refresh windows 10.

Customer: replied 7 months ago.
Ok do you mind if I do it with you another time (maybe tomorrow) after I get back from work. Does a refresh affect personal files?
Expert:  John replied 7 months ago.

No it wont affect personal files,before you go can we try one more thing to see if you can boot in safe mode with networking.

Customer: replied 7 months ago.
tell me what to do pls
Expert:  John replied 7 months ago.

Once again go to options screen then troubleshooting then advanced options then start-up settings then click on restart and once it restart press F5 when you see start-up setting screen to boot in safe mode with networking.

Customer: replied 7 months ago.
Ok done
Expert:  John replied 7 months ago.

Are you able to login to windows desktop screen and access the icons in the desktop.

Customer: replied 7 months ago.
I pressed F5 and the laptop switched off. Shall i do anything else?
Expert:  John replied 7 months ago.

You pressed the F5 when you saw the start-up settings screen after the restart am i correct?

Customer: replied 7 months ago.
correct
Expert:  John replied 7 months ago.

That is strange.is the laptop off now?

Customer: replied 7 months ago.
it's switched off. What was suppose to happen?
I pressed F5 from a list of 9 options. It was the safe with networking option.
Expert:  John replied 7 months ago.

It restarts and boots to safe mode with networking login screen.

Please try once more

Customer: replied 7 months ago.
I tried again and the laptop is simply switching off. I waited 2/3 mins and it's still off.
Expert:  John replied 7 months ago.

Hmm that is strange in that case try the safe mode

Expert:  John replied 7 months ago.

Were you able to boot in just safe mode or is that also turn off the computer?

Customer: replied 7 months ago.
I pressed F4 for safe mode and it also switched off my laptop.
Expert:  John replied 7 months ago.

That is strange.In that case refresh is the only option but before doing that i will open this to other experts so that they can see if there is any other options left before doing refresh.

Sincerely,

John

Customer: replied 7 months ago.
Thanks John - appreciate your help. Let me know what they say.
Expert:  Viet - Laptop Tech replied 7 months ago.

Hi,

I'm sorry about the issue. Since both the System Restore and the Safe Mode options did not work, Windows is really corrupted; the computer needs be refreshed. It won't affect your data files, so don't worry. Here are the steps:

  1. At the password ***** login screen, press and keep holding the Shift key on the keyboard.
  2. Click on the Power icon at the bottom right of the computer's screen, then click on the option Restart while still holding the Shift key.
  3. When a menu appears, then you can release the Shift key.
  4. When prompted, click on the Troubleshoot option.
  5. Then select the option Reset PC, and continue.
  6. When prompted, select the option Keep my files, and continue.

- Once that is finished, the computer should work again. If needed, I can help reinstalling any program you need later.

Please reply at the box below to continue. Thank you,

Customer: replied 7 months ago.
Thanks Viet. Will try this today after work and will let you know.
Expert:  Viet - Laptop Tech replied 7 months ago.

You're welcome. OK, please take your time. Thank you,

Expert:  Viet - Laptop Tech replied 7 months ago.

Hi,

How are you? It's been about a week. Is your computer working fine now, or is there still any issue?

And/or do you need help with anything else?

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

Expert:  Viet - Laptop Tech replied 7 months ago.

Hi,

Do you still need help with your computer issue and/or with anything else?

Please reply at the box below to continue. Thank you for your patience,

Expert:  Viet - Laptop Tech replied 7 months ago.

If you still need help with this computer issue, or if you have any further question, please type at the box below, then click on the Send button below to communicate with me, so I can help further. If everything is fine, can you please take a moment to rate my service by clicking on the 5-star icon at the top of this page, then click on Submit. Thank you very much for your patience.

Expert:  Viet - Laptop Tech replied 6 months ago.

Hi,

How are you? It's been about a month. Have you tried my suggestion above yet?

Is your computer working fine now, or is there still any issue? And/or do you need help with anything else?

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

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