05-17-2016 12:44 PM
I've had my laptop about two years now and I haven't had any problems with it until now. I'm able to turn it on and log into my windows account, but from there nothing works. When I get to the desktop screen, the cursor is visible and controllable, but it won't open anything. When I hover over a program, like google chrome, the cursor doesn't even change to the pointer icon, meaning nothing is even clickable. Additionally, the touchscreen isn't working, as well as the keyboard. I can't access the start screen, and even Ctrl+alt+delete won't work. I've tried forcing a shutdown and then restarting it several times, but it still renders the same results. Anyone have an idea of what might be causing this? I'm getting very frustrated.
05-17-2016 05:11 PM
It could be several things, a corrupt user profile, disk errors/corrupt system files, or possibly a virus.
What I would recommend are the following steps
Note: Although I am going to describe running a bunch of repair steps in a row, you can stop after any repair step, reboot to Windows and check to see if the problem is resolved, and if not reboot back to recovery again and continue on.
Boot into Window's Recovery Console
Windows will now restart and load the Windows Recovery Options screen
Refreshing will save your personal files and programs installed from the Windows Store, but other applications will be lost such as games and word processors etc., so avoid using this except as a last resort
Resetting will reset your laptop to its original state when new, which will erase all your data and installed apps, so I would only use that if desperate.
Enable the hidden Administrator Account
Note: This will give you a second User logon to use in case your current user profile is corrupted, and can be later disabled once repairs are completed by right clicking on the start button, selecting "Command Prompt (Admin) and then typing net user administrator /active:no
You should get the response: "The command completed successfully" and be returned to the command prompt.
Run Check Disk
Note: This will check the hard drive for errors and repair any minor errors automatically. This can take from a few minutes to an hour to go through all 3 stages depending on the speed of the system, and the number of issues to repair. If the chkdsk c: /f scan cannot repair all errors, you could run it again using the command: chkdsk c: /r to check for, and try to repair, bad areas (sectors) of the harddrive drive by moving recoverable data to known good sectors, but I would not recommend that until you have first backed up all your important data, as bad sectors often indicate a failing harddrive, and the intense read/write operations of the /R switch can sometimes cause the drive to fail further.
If the chkdsk c: /f scan found no errors, then disk errors were likely not your issue, but if if found significant number of errors and was able to repair all that it found, then it could have been the problem, so you could opt to exit the Recovery console and try a reboot and see if you can login and use window normally, or continue on try to repair any corrupt system files using Window's built in System File Check utility, or use System Restore to restore your System to a a previously saved Restore Point created prior to when you started having issues.
Running a System File Check
sfc /scannow /offbootdir=c:\ /offwindir=c:\windows\system32
This will take a while, perhaps up to an hour depending on the system, and may appear to hang sometimes, but just let it run until it completes. It hopefully will return one of the two results below, but if not let me know.
Running System 'Restore
System Restore is a tool to restore Windows Operating System files and Registry settings to those saved in a previously saved Restore Point. Running a System Restore will not delete any of your user data, but because it restore the Windows Registry values, any applications installed after the date that the Restore Point was created, will have to be reinstalled to work properly.
Booting into Safe Mode with Networking and running a virus scan.
If you do not have a working Virus Scanner already, or just want a second opinion, I would recommend Malwarebytes AntiMalware's free manual scanner It will prompt you during installation to start a trial version of their full (paid) version, but to just run manual scans, that is not necessary right now. Once installed, and before scanning, click on Settings (the gear on top) and then under the Detection and Protection section, check the box "Scan for Rootkits"