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Question

Can't restore computer or get into computer with Safe Mode.

Jul 20, 2011 1:06AM PDT

My son's Dell Inspiron laptop got a virus (we think) and it started freezing up on him and he would have to restart the computer. Finally after several times of doing this, he could no longer get into windows. It would hang at the windows screen with just a cursor. I have tried everything, including a full system recovery but I can't even get into windows thru safe mode of any kind. We also can't sign in as Administrator (either he forgot password or the virus is not allowing us to sign in.) So I've tried re-installing windows 7, I've tried F8, F12, I've researched this for days and made new discs for system recovery and it will get to a certain point and then just hang there again with the cursor and the blue background for windows. Sometimes it hangs at "setup." I hate to take this in and pay money for a restore if it's something I can do. I've restored his computer before but this time I just can't get to any of the recovery options. It seems like we are just locked out of everything. If we need to take it in I will but he also needs a new battery and his headphone jack is broken so not sure it's worth it at this point. If I can fix it myself that would be great. Any suggestions here would be so greatly appreciated. Thank you so much.

Discussion is locked

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Answer
That's not a good sign.
Jul 20, 2011 1:16AM PDT

If, after a full recovery there is no reason to suspect software.

HOWEVER THERE is the issue of USB things plugged in during restore or boot that can cause issues. Be sure there is nothing plugged in except the power.

As to the BATTERY, an old battery can cause troubles like this. Remove the battery and try again.

Good luck,
Bob

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Unable to restore
Jul 22, 2011 12:46AM PDT

Bob, there is nothing plugged in to USB and the battery is old but we have it plugged in while trying to boot. I am unable to do a full recovery at all.

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Re: that's not a good sign
Jul 22, 2011 12:50AM PDT

Bob, the battery is about dead but we always have it plugged in when trying to boot up and nothing plugged into USB. I am unable to do a full recovery. When I put in the recovery disc that came with the computer, it says loading files and then it gets to a certain point of setup and freezes, then we are stuck with a screen and a cursor. I have also been unable to get in using safe mode of any kind. Not sure what else to do.

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Be clear about this.
Jul 22, 2011 1:03AM PDT

I wrote "Remove the battery and try again." and given it would be one more try I am left to wonder why you wrote " the battery is about dead but we always have it plugged in when trying to boot "

If we can't try the methods I fear the answer is for you to arrange with Sony for repair. They'll replace old batteries and swap boards if need be.
Bob

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battery
Jul 22, 2011 2:20AM PDT

we just removed the battery and tried again. upon startup this is what happens...
we get a screen that says
1. repair system
2. start windows normally
when we choose #1 it says loading files, then a black screen, then goes to the blue windows screen and hangs there with a cursor where it stays.
when we choose #2 it goes to starting windows, then the blue screen with a cursor and hangs there.

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And?
Jul 22, 2011 2:24AM PDT

Sorry but why didn't you try installing Dell's Windows 7 DVD? Then Dell's Driver DVD?

I know this is not intuitive when dealing with older machines but let's keep trying and don't spare the details.

For example one friend was trying that pirate Windows 7 and experiencing the same issues. That never worked out. Another person was trying to install Windows 7 onto a laptop that didn't show Windows 7 drivers at the maker's site! Another dead end.
Bob

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DVD
Jul 22, 2011 2:36AM PDT

We tried to to a full reinstall using Dell's Window's 7 DVD. We put in the DVD, boot to CD/DVD and then it will say "loading files" for quite a while, then it hangs on "setup is starting" and that is as far as we get.

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Then that's a hardware issue.
Jul 22, 2011 2:39AM PDT

It can be an old DVD drive which we can replace or another hardware issue.

This, as this discussion shows is a machine that needs repairs.
Bob

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Answer
Re: can't restore.
Jul 20, 2011 1:17AM PDT

- What happened when you tried the full system recovery? How did you try it. That's totally unrelated to safe mode, by the way.
- What happened when you tried to re-install Windows 7? Did it read the DVD? What's F8 and F12 in this context? None of the 2 are needed to install Windows from DVD.
- You made new disks for system recovery. That succeeded? But when exactly did it hang during or after that?'
- What recovery options did you try to get into? How? What happened?

With such an incomplete story any effective help is impossible, I'm afraid.

- Why do you think it's a virus and not a hardware issue?
- Can you boot from a Linux Live CD and work normally in a browser?

Kees

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more info
Jul 22, 2011 2:30AM PDT

Kees,
This is a Dell Inspiron, Windows 7 Home Premium 64 bit
Upon startup we get a screen that says
1. Do a system repair
2. Start windows normally
When we take option 1 it says loading files, then goes to a black screen, then to the blue windows screen and hangs there with a cursor. Nothing gets repaired.
When we choose option 2 it says starting windows, then hangs at the blue screen with the cursor.
When trying to reinstall windows 7 with the reinstallation disc that came with the computer we hit f12 and then boot to cd/dvd and then it says "loading files" and then it goes right back to the windows start up again and then to the blue screen where it hangs with the cursor.
I also made a disc using my own laptop for windows 7 recovery, when I put that one in, it goes thru the same process but gets a little furth and gets me to the screen for "language, tiime, keyboard" and when I click next it says "setup is starting" and hanges again on blue screen with cursor.
Before trying to do any recovery, restore or repair we tried to boot in safe mode and that also just says windows is starting and hangs....
We also can't get into Administrator because my son forgot the Admin password or it's been corrupted.
I only think it's a virus because my son said weird things were happening the last time he was able to get into windows, it was freezing and he was hearing advertisements in the background, etc. But it could be the hardware, I really have no clue. I'm just saying what he told me.
I have no idea what a Linux Live CD is, sorry.
Thanks for any help you can offer.

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Answer
Wipe it clean and then reload OS
Jul 21, 2011 3:56AM PDT

You want to totally wipe the HD out. That way, any glitch from whatever source is removed. There wil be no doubts then on the s/w side. Once the HDE is wiped clean and then mount the recovery/restore disc to start that process. If it somehow continues to cause porblems, then lok at a some h/w fault. You didn't mention what OS and laptop model#, etc. it helps. Doing all this won't need the phone jack or a full battery(must be present) and run from AC adapter. Hopefully, it should act right after all this. If not then there's some other issue. I wish I knew further but your results should clue you in. Again, if it becomes too much you can think it time to move on and get another one or have a pro at it, provided you deem worthy.

tada -----Willy Happy

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hard drive
Jul 22, 2011 2:40AM PDT

Willy, we are trying to wipe out the hard drive but so far no luck, unless there is some other way I don't know of. It is a Dell Inspiron, Windows 7 Home Premium. We have tried to use the Dell windows 7 installation DVD but it just hangs at setup is starting and goes no further. His battery is old and needs to be replaced but we have the laptop plugged in while trying to boot at all times. thanks for your help.

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Total wipe out
Jul 22, 2011 3:50AM PDT

I should have mentioned use the pgm. KILLDISK or DBAN, either will do the job. get the .ISO image and burn to disc and once done properly use it to boot from. It will prompt you to wipe out the HD. If it goes OK, then the old HD now cleaned and then reload the OS. Use the recovery/restore disc you made from Dell or Dell's orginal disc and start that. If for some reason it still continues to poop, then expect either you have a bad HD or possible HD, reseat the HD a few times and try again. If you made the Dell recovery disc on your own, then that maybe a problem if you never verified its operation before, you have a bad copy. Of course, the other side of this is having a bad DVD burner or similar issue, bad burn. I mention that as a possible issue.

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thanks
Jul 22, 2011 8:05AM PDT

I will try the programs you mentioned tonight and see if I have any luck and will report back, thanks a bunch! I hope this works.

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Didn't Work
Jul 23, 2011 12:42AM PDT

So I tried Dban, it seemed like it was going to work and I went thru all the steps but when I got to "start" and pushed F10, nothing happened. I tried it several times. I'm just so lost. I don't understand why it won't work.
Also, we took the hard drive out of my son's computer and put it in mine and it did the same thing so I'm assuming that just means the HD itself is shot? it's not a hardware issue?