System won't get past windows splash screen

[george1979]

Hi,

I am posting on behalf of a friend (I recommended they buy from Scan so I'm having to deal with this for them as well ).

She bought two identical systems from you 11 months ago for her kids. One is fine but the other doesn't boot past the windows splash screen - just freezes on that. I went there today to have a look and when I select start up repair it takes a while then advises it can't boot (I didn't have time to write down the full log it gave) then you click finish and it shuts down.

I did basic checks on the connections, RAM and also tried removing the sound card (long shot but they mentioned the sound stopped working a while back too). Nothing helps. I'm thinking perhaps a hard drive fault?

It's been like this for ages - the kid it was bought for just stopped using it and went back to his xbox! Its only really come to light now as more of his mates are gaming on PC and he wants to join them. The log after start up repair says the last successful boot was 02/07/2013! Unbelievable - kids are spoiled these days!

Anyway its within the 12 month on site warranty (runs out next month) so they'd ideally like to get someone out to fix it please.

I can PM the buyer's number if neccessary to contact her to arrange a visit.

Thanks.

[herulach]

That sounds an awful lot like a software issue to me. surely it would be faster to reinstall windows than faff with an engineer visit?

[george1979]

I thought of that too but there's no windows disk in the boxes they were supplied with. Besides I really don't have the time to go down there and sit thru a windows install for them, I'm far too busy at the moment - I could have really done without going there today but felt obligated.

It's a 40 year old lady with no interest in computers and this is for her 10 year old son. Can't really ask them to do this - they'd be on at me to come back and do it!

I recommended a pre built Scan system for precisely this reason - so that I wouldn't have to troubleshoot every problem for them - its working like a dream so far! :/

[Ben @ Scan]

Hi

We are sorry to hear of the issues and if the system was sold with windows you will have a product key sticker on the rear or side panel and if so this means you will have a disk

Failing that if you have Acronis you can try and restore the image

The first thing I would recommend you email the build and invoice number to systemsupport@scan.co.uk and we can look into this tomorrow for you when the support team is back in

Regards

Ben

[george1979]

Hi Ben,

Thanks for your reply. I don't think they have Acronis but I called them again to see if there was any other boxes etc they didn't give me when I was there. There wasn't. No windows disks for either PC - just driver disks etc - they kept everything they were supplied with in the motherboard boxes.

I've emailed the details you asked for to the address supplied.

Thanks again.

George