How to fix blue screen on laptop

[katie p]

I had a message on my laptop saying about a serious adware problem and to call the technicians on this number which was displayed I did byt they couldnt help dispite trying various things however since turning on my laptop I now find I have the blue screen and nothing else except my curor arrow which moves when I move it but I have no deskstop no start menu help please

 

[Saga Lout]

Did you give them remote control over your laptop? Which version of Windows are you running and is your user account the only one? If it's any version older than Windows 8, restart and tap Function 8 to see if you can log in that way. If you can, post back for more steps to take. If they phone you back, don't let them wreck the PC you're using to post here.

 

[katie p]

yues I did give them control over my pc but I dont think he could connect its an asus laptop windows 8 I manage to get the laptop to restart but its still trying been like that all day blue screen and restart withe the blue circle timer going round cant get it off that when I first put it on it lets me log in once done the blue dcreen comes up with the restart thanks

 

[Harrison Whitmarsh]

Hello Katie P and welcome to Toms!

First of all, I want to make something perfectly clear, ANY program AT ALL that has a phone number posted on it SHOULD NOT BE TRUSTED. Reputable companies like Microsoft, Apple, Google, etc, do not scare people into becoming customers.

Now, to get to the issue at hand. These guys that you called are not from the United States, no matter how much they may claim to be, and no, they are not trying to fix anything either. These "companies" will get onto your computer, fill it full of virus's/malware and then say you need to pay $xx.xx in order to fix it. If you pay, they won't remove the problems, but will say the PC is fixed. EVERYONE I have spoken to in the last 5 years that has paid has become emotional because it is ALWAYS a frustrating process. IF you paid them, please call your card-company immediately and cancel that payment, saying that you were coerced into paying; the card company can reverse the payment if it is relatively recent.

Here is what I think happened: they connected to your machine, if not in the foreground then in the background. They were loading things into your computer when some form of error happened, which now makes it not boot properly. It sounds like when the hard drive DOES boot, it won't load your OS completely, and crashes to just a white cursor.

I would say that the easiest way to fix your machine would be to boot into safe mode or a Windows install disk, and then recover your PC to an earlier time using "System Restore". That would be my suggestion, I hope that helps.

- Harrison Whitmarsh
Lincoln Nebraska USA

 

[Saga Lout]

I admire your optimism Harrison but my recent experience of these threats in the UK tells me a different story, particularly in Windows 8 where they've made it difficult to get into Safe Mode.

Katie P, next time you turn the laptop on, just press the off switch for a few seconds until it turns off. Doing that a few times should bring up the recovery options and one of those will be System Restore which might do what Harrison suggests. If it doesn't, you have to go through the same process every time to try the alternatives. Be careful not to choose Reset - Refresh can sometimes recover the system without losing all your personal data but it has been known to delete all the personal files.

If you use the Command Prompt option, type
net user Administrator /active:yes
then press Enter. After a restart, you should be shown a login page with two icons. Click on the Administrator icon and see if that allows you access to the machine. At that point, post back for more steps to take.