Scenario 1

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  1. Posts : 138
    7
       #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 Computer


  2. Posts : 28,845
    Win 8 Release candidate 8400
       #2

    Nano3 said:
    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 Computer


  3. Posts : 1,112
    XP_Pro, W7_7201, W7RC.vhd, SciLinux5.3, Fedora12, Fedora9_2x, OpenSolaris_09-06
       #3

    zigzag3143 said:
    Nano3 said:
    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 Computer


  4. Posts : 138
    7
    Thread Starter
       #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 Computer


  5. Posts : 2,651
    W7 RTM Ultimate x64
       #5

    Open the Command prompt from the repair options, and run the SFC /scannow function.
      My Computer


  6. Posts : 138
    7
    Thread Starter
       #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 Computer


  7. Posts : 2,651
    W7 RTM Ultimate x64
       #7

    Hmm, try running a check disk from Command Prompt.
      My Computer


  8. Posts : 138
    7
    Thread Starter
       #8

    Ran CHKDSK - No probs found
      My Computer


  9. Posts : 22,814
    W 7 64-bit Ultimate
       #9

    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 Computer


  10. Posts : 138
    7
    Thread Starter
       #10

    Bare Foot Kid said:
    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 Computer


 
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