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Martin
Martin, Network Engineer
Category: Software
Satisfied Customers: 2883
Experience:  10+ Years Experience CCNA Network Engineer A+ Net+ Linux & Windows OS C++ Programming.
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It won't power up past the Welcome screen. it's an HP but

Customer Question

It won't power up past the Welcome screen.
JA: What's the make and model of your machine? And how long has the screen been an issue?
Customer: it's an HP but I'm not seeing a model. Just started today. Worked fine yesterday, had "updates" when I went to power down yesterday. Now this morning - nothing.
JA: Have you installed any updates recently?
Customer: just the automatic ones yesterday.
JA: Anything else you want the computer expert to know before I connect you?
Customer: Nothing more I can think of.
Submitted: 4 months ago.
Category: Software
Expert:  Martin replied 4 months ago.

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don't miss anything, please give me a minute to review your question.

Customer: replied 4 months ago.
OK. Waiting patiently.
Expert:  Martin replied 4 months ago.

Does it just hang after you log into Windows?

Customer: replied 4 months ago.
Unfortunately you can't remote into the machine because I can't even get it to boot up!
Expert:  Martin replied 4 months ago.

Does it hang before logging into Windows or after?

Customer: replied 4 months ago.
The screen comes up that says Windows Error Recovery. I click on "Start Windows Normally". Then it says "Starting Windows". Then I get the "Welcome" screen and that's where it freezes up.
Expert:  Martin replied 4 months ago.

Which version of Windows is it?

For example Vista, 7, 8.1, 10

Customer: replied 4 months ago.
Windows 7 Professional
Expert:  Martin replied 4 months ago.

In the screen you select "Start Windows Normally" on, do you have other options?

Customer: replied 4 months ago.
Safe Mode. Safe Mode with Networking. Safe Mode with Command Prompt. It defaults to "start windows normally.
Expert:  Martin replied 4 months ago.

Can you select Safe Mode with Networking and hit Enter?

Customer: replied 4 months ago.
I've tried them all. Same outcome.
Expert:  Martin replied 4 months ago.

Same deal with the Command Prompt option?

Customer: replied 4 months ago.
Expert:  Martin replied 4 months ago.

When you get to the welcome screen that freezes up - how do you know it freezes?

Customer: replied 4 months ago.
The wheel stops spinning and nothing more happens. You can sit and wait for 20 minutes. Nothing.
Expert:  Martin replied 4 months ago.

Does it ever show an option to repair your computer, leading to another window where you can run system restore?

Customer: replied 4 months ago.
no
Expert:  Martin replied 4 months ago.

Looks like you'll need a Windows 7 installation disc to repair it.

Do you have access to one?

Expert:  Martin replied 4 months ago.

If you have another computer with Windows 7 Pro you can use that to create a startup repair disc by opening a run prompt and typing recdisc then clicking OK.

To open a run prompt, press WindowsKey+R

Customer: replied 4 months ago.
I am not finding Windows 7 disc.
Expert:  Martin replied 4 months ago.

Are you contacting me from another computer or a mobile device?

Customer: replied 4 months ago.
Another computer.
Customer: replied 4 months ago.
it has Windows 7 Home Premium.
Customer: replied 4 months ago.
But our server computer has Windows 7 Professional.
Expert:  Martin replied 4 months ago.

It should still work

Expert:  Martin replied 4 months ago.

It's always preferred to do it with the same operating system, and they have to be the same architecture (32bit vs 64bit).

Another tool you can use is EasyRE:

https://neosmart.net/EasyRE/#buy

Expert:  Martin replied 4 months ago.

Here'a a video demo of the program:

https://youtu.be/mt8Eb1N7frU

Expert:  Martin replied 4 months ago.

Let me know how you go.

I'll be here if you need to ask me anything else.

Expert:  Martin replied 4 months ago.

Hello, do you still need help with this?

Customer: replied 4 months ago.
No. Nothing worked. I had to reload a different computer and lost a lot of information.
Expert:  Martin replied 4 months ago.

That's no good.
If you haven't formatted the computer, the info will still be on there.

Customer: replied 4 months ago.
please cancel if I'm signed up for a trial.
Expert:  Martin replied 4 months ago.

I'll make sure to let customer service know of your request.

Customer: replied 4 months ago.
The information may still be there but it if won't boot up there's no way to get it. Thanks for your help.
Expert:  Martin replied 4 months ago.

There are many ways to get it

Expert:  Martin replied 4 months ago.

The hard drive can be plugged into your second computer and be used just like an external hard drive would.

Or a live CD with Linux or Windows can be run from the computer and run a backup directly from there.

Your best bet would be to take it to a local PC store to make sure you don't accidentally delete what is on there, but the fact it won't boot has nothing to do with losing your information.

Let me know how you go.

If you could take a moment to rate my service by clicking on one of the stars at the top of this page, then Submit, it would be greatly appreciated

Thank you

Expert:  Martin replied 4 months ago.

If you could take a moment to rate my service by clicking on one of the stars at the top of this page, then Submit, it would be greatly appreciated

Thank you