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Windows 7: Scenario 1


19 Dec 2009   #1

 
Scenario 1

A fellow co-worker grabs me and tells me that her computer crashed last night while performing basic computer functions. I ask her to elaborate. She mentions that this happened while writing a document for school using Microsoft Word, her computer suddenly froze and voila! BSOD. She says that after restarting the PC she was given the option to either boot windows in safe mode... Or to start Normally. She says that she has tried both startup functions and gets past the Windows loading screen but as soon as that screen goes off, it gets to a black screen with the mouse cursor. She is able to move the mouse cursor. She is running Windows Vista on a Dell laptop.

I have not checked the laptop myself (I am on vacation till tuesday)

I am studying to get A+ Certified. This is the type of stuff i should be able to troubleshoot and diagnose. Before going to work on the laptop - I want to get as much help as possible. Figured, Why not ask the pros

Any input would be greatly appreciated!

My System SpecsSystem Spec
.

19 Dec 2009   #2

Win 8 Release candidate 8400
 
 

Quote   Quote: Originally Posted by Nano3 View Post
A fellow co-worker grabs me and tells me that her computer crashed last night while performing basic computer functions. I ask her to elaborate. She mentions that this happened while writing a document for school using Microsoft Word, her computer suddenly froze and voila! BSOD. She says that after restarting the PC she was given the option to either boot windows in safe mode... Or to start Normally. She says that she has tried both startup functions and gets past the Windows loading screen but as soon as that screen goes off, it gets to a black screen with the mouse cursor. She is able to move the mouse cursor. She is running Windows Vista on a Dell laptop.

I have not checked the laptop myself (I am on vacation till tuesday)

I am studying to get A+ Certified. This is the type of stuff i should be able to troubleshoot and diagnose. Before going to work on the laptop - I want to get as much help as possible. Figured, Why not ask the pros

Any input would be greatly appreciated!
Nano

Hi again

first of course we need the DMP from the BSOD, second in safe mode you can check device manger for video driver, etc. In event viewer (type evnetvwr in search) you can check for app hang, app crash etc. they will be in the wondows logs>application tab.
that should start giving you some back ground on why it happened
to fix it
run a system file check to verify and repair system files
type cmd in search>right click and run as admin>sfc /scannow
if that doesnt help
does she have a backup to restore from?
If not
does she have the win 7 dvd to do a repair install from

Good Luck mate

let us know if we can be of assistance

Ken J+
My System SpecsSystem Spec
19 Dec 2009   #3

XP_Pro, W7_7201, W7RC.vhd, SciLinux5.3, Fedora12, Fedora9_2x, OpenSolaris_09-06
 
 

Quote   Quote: Originally Posted by zigzag3143 View Post
Quote   Quote: Originally Posted by Nano3 View Post
She is running Windows Vista on a Dell laptop.
If not
does she have the win 7 dvd to do a repair install from
On a Vista laptop ?
My System SpecsSystem Spec
.


20 Dec 2009   #4

 

I just received the laptop. When booting i pressed f8 and entered the "Repair Your Computer" screen. When this screen pops up. I try logging in as Administrator, and a window pops up saying "Your account has been disabled. Please see your system administrator" I hit the drop down on the User Name box and i see that there is another user created. I am able to log in with that credentials. When i received the laptop i asked if there was a password on the computer. was told no.

Now in this screen, I see a system Recovery Option window with many recovery tools... Startup Repair, System Restore, Windows complete pc restore, Windows memory diadnostic tool, Command prompt, and Dell factory image restore.

I want to avoid losing personal information, so i go with system restore first but of course when click - There are no system restore points created on the PCs system disk.

It is a start up issue... SO i then decide to hit on startup repair. I runthe application and after a quick 10 second scan, Startup repair could not detect a problem.

I go back...

Oh well... before i try the Dell Factory Image Restore function... Is there anything else i should try?
My System SpecsSystem Spec
20 Dec 2009   #5

W7 RTM Ultimate x64
 
 

Open the Command prompt from the repair options, and run the SFC /scannow function.
My System SpecsSystem Spec
20 Dec 2009   #6

 

Opened the command prompt from the repair options, ran sfc/scannow. command tells me "There is a system repair pending which requires reboot to complete. Restart Windows and run sfc again" I exit and restart. Go through the same process... I get the same message
My System SpecsSystem Spec
20 Dec 2009   #7

W7 RTM Ultimate x64
 
 

Hmm, try running a check disk from Command Prompt.
My System SpecsSystem Spec
20 Dec 2009   #8

 

Ran CHKDSK - No probs found
My System SpecsSystem Spec
20 Dec 2009   #9
Microsoft MVP

W 7 64-bit Ultimate
 
 

Quote:
Oh well... before i try the Dell Factory Image Restore function... Is there anything else i should try?
If you choose this option you should get an option to "save to backup" whatever you don't want to lose so be sure to have media available to send the backup to.
My System SpecsSystem Spec
20 Dec 2009   #10

 

Quote   Quote: Originally Posted by Bare Foot Kid View Post
Quote:
Oh well... before i try the Dell Factory Image Restore function... Is there anything else i should try?
If you choose this option you should get an option to "save to backup" whatever you don't want to lose so be sure to have media available to send the backup to.
This is the screen that it's showing me
My System SpecsSystem Spec
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 Scenario 1




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