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Can't figure out what is wrong with my mom's laptop

Emperor_Piehead
By Emperor_Piehead
in Troubleshooting
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So today my mom told me that she couldn't check her email(outlook) so I ran a malewarebytes scan and at about 45sec malewarebytes crashes. Then malewarebytes refuses to close so I go into task manager to close it, but then task manager hangs, the wallpaper turns white, and finally explorer.exe crashes so I shut down the pc. I rebooted into safe mode to run malewarebytes it found nothing. I rebooted into windows normally to be greeted by black screen and only my cursor. Occasionally I was able to succeed with ctrl+alt+delete, but nothing from the menu would open. That is as far as I got

 

I really have no clue on how to approach this issue.

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Rather than dealing with finding the exact issue, why not format?

If you have the issue after a fresh install, we know it's hardware related.

Case: Lian Li PC011-D - CPU: 3900x - GPU: 2080ti Reference - Mobo: Gigabyte - Ram: Corsair 4x16gb 3200MHz - SSD: 2TB Samsung Evo NVME

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If there is nothing important on it, re-install windows cause that isn't good. 

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Yeah I'm with the others. If there's nothing on there she really needs, just reformat.

Have you tried going back to a restore point?

Or can you save any files she needs in safemode?

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Rather than dealing with finding the exact issue, why not format?

If you have the issue after a fresh install, we know it's hardware related.

 

If there is nothing important on it, re-install windows cause that isn't good. 

Sadly there is a lot of business related files on her pc

 

 

Try an sfc /scannow in the command prompt.

i'll try that now

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Sadly there is a lot of business related files on her pc

Boot in safe mode, and retrieve the files to an external drive?

Case: Lian Li PC011-D - CPU: 3900x - GPU: 2080ti Reference - Mobo: Gigabyte - Ram: Corsair 4x16gb 3200MHz - SSD: 2TB Samsung Evo NVME

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Try an sfc /scannow in the command prompt.

didn't find any issues from the scan

 

 

Boot in safe mode, and retrieve the files to an external drive?

probably going to do that, but no format. it's been pretty sluggish over the last year(sandy bridge i7 vpro, 1.8 5400 rpm drive, wireless card died) We have a new computer that was going to a new employee, but boss doesn't mind switching Mom to the new laptop and getting another laptop for the new employee. 

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-snip-

Switch the computer, then format the old one. Yeah, it might not be the BEST, but it's not a bad laptop.

Don't pitch it for no reason! IT CAN BE REVIVED :D

Case: Lian Li PC011-D - CPU: 3900x - GPU: 2080ti Reference - Mobo: Gigabyte - Ram: Corsair 4x16gb 3200MHz - SSD: 2TB Samsung Evo NVME

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Switch the computer, then format the old one. Yeah, it might not be the BEST, but it's not a bad laptop.

Don't pitch it for no reason! IT CAN BE REVIVED :D

well after office 2013 being a pain all I need to do now is format the old laptop. Thanks for the help 

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