Can't access the desktop .

spooniejune
spooniejune Member Posts: 4 New User
edited August 2023 in 2018 Archives
I have an Aspire E15 laptop and am running Windows 10. Tried turning on my laptop and after logging in, I get a message saying that Windows has encountered a problem and will restart in 1 minute. This then takes me back to the Acer logo screen and I have to start from scratch again.Have made several attempts to get in but they have not been successful. What can I do to fix the problem please?

Answers

  • wis
    wis Member Posts: 713 Seasoned Specialist WiFi Icon
    In order to troubleshoot it is necessary to have the error messages on the Black Screen of Death.  If you don't know which are the error messages, then upload an image of it.
  • spooniejune
    spooniejune Member Posts: 4 New User
    The error message is a Rectangular box in the middle of the screen. The background is Royal Blue with white lettering.. I'll take a photo of the message tomorrow
  • wis
    wis Member Posts: 713 Seasoned Specialist WiFi Icon
    The BSOD now stands for Blue Screen of Death.  It was black in the old days.  A photo of the BSOD will be most helpful.  The error messages will give us clues as how to troubleshoot.
  • spooniejune
    spooniejune Member Posts: 4 New User
    Sorry it's taken so long, my Mum is.very poorly. This is the error message and it's still showing this on the screen.
  • wis
    wis Member Posts: 713 Seasoned Specialist WiFi Icon
    Hope your Mom feels better soon.
    The blue screen does not contain an error message.  Because you cannot boot into Windows 10, we will need to put your laptop back to the way it was on the day you purchased it.  We need to do a factory reset, but we prefer not to erase all your personal files in the process. When you get to this step, you want to click the "Keep my files" option, not the "Remove everything" option, as shown below.  I want to warn you about this step prior to providing you with the link to the tutorial.

    If you click this link, it will take you to a webpage, which explains very clearly how to do a factory reset. The title of this section of the webpage is "Way 2: Restore Acer laptop to factory settings with "Alt + F10" keys".
    If this method does not work, then repeat the steps, but this time choose the "Remove everything" option.
    There are other ways to address your problem, but I don't want to overwhelm you with too much information.  So, try doing the factory reset first, with "Keep my files". If that fails, do the factory reset with "Remove everything".
    Come back to this forum if you are unsuccessful & I'll take you through other ways to fix this problem.
  • spooniejune
    spooniejune Member Posts: 4 New User
    Thanks Wis.....will have a go at this on Sunday. I'll let you know how it goes.
  • wis
    wis Member Posts: 713 Seasoned Specialist WiFi Icon
    I'll keep my fingers crossed.  Best of luck.