I am working on a computer running Windows 10, 64-bit. The model computer is an HP 15-f211wm laptop. A friend brought it over saying there was a problem with sound and thought it may be infected. I saw Malwarebytes was already installed. I updated it using an ethernet connection. I then disabled system protection (i.e. System Restore) and set the computer to automatically boot into Safe Mode.
This is where the nightmare begins. I cannot log on to the computer in Safe Mode using the password that worked just fine when it was 'normal' mode. I have tried it NUMEROUS times. I tried booting into Safe Mode with Networking, but the machine does not recognize ANY connections, wired or wireless. I can see the light come on when I plug in an ethernet cable. The wifi light is orange. I do not see any switches on the machine. Press "Fn + F12" accomplishes nothing. There are no connections available when I click the networking icon. in fact, it has an icon of an "X" over it.
I tried utilizing the Command Prompt feature available found by holding down shift and clicking "restart" from the power button icon. That takes me to a screen where I can see my friend's Gmail address. I sent her an email with instructions to reset her Microsoft Live password, but that password does not work nor does the one I used to log on using "normal" mode.
I created a Windows 10 boot CD, but the laptop's built-in CD drive does not work. I attached a DVD drive using a USB cable and SATA connections. The computer can see the DVD drive, but will not boot from it. I put the disk in another computer and it can be read so it's not the disk.
My next step is load the Windows 10 ISO to a USB drive and try that. I am so $#@%#@ frustrated right now. I want to throw this POS out the window and hit it with a sledge hammer.
All I want to do is find a way to get on to the computer without losing any of her data. I do have a UBCD disk and utilized the password reset feature in it on another computer months ago, but that caused a loss of all pictures, files, within the user account of the password I reset. I would GREATLY appreciate any help that can be offered. Thank you!
This is where the nightmare begins. I cannot log on to the computer in Safe Mode using the password that worked just fine when it was 'normal' mode. I have tried it NUMEROUS times. I tried booting into Safe Mode with Networking, but the machine does not recognize ANY connections, wired or wireless. I can see the light come on when I plug in an ethernet cable. The wifi light is orange. I do not see any switches on the machine. Press "Fn + F12" accomplishes nothing. There are no connections available when I click the networking icon. in fact, it has an icon of an "X" over it.
I tried utilizing the Command Prompt feature available found by holding down shift and clicking "restart" from the power button icon. That takes me to a screen where I can see my friend's Gmail address. I sent her an email with instructions to reset her Microsoft Live password, but that password does not work nor does the one I used to log on using "normal" mode.
I created a Windows 10 boot CD, but the laptop's built-in CD drive does not work. I attached a DVD drive using a USB cable and SATA connections. The computer can see the DVD drive, but will not boot from it. I put the disk in another computer and it can be read so it's not the disk.
My next step is load the Windows 10 ISO to a USB drive and try that. I am so $#@%#@ frustrated right now. I want to throw this POS out the window and hit it with a sledge hammer.
All I want to do is find a way to get on to the computer without losing any of her data. I do have a UBCD disk and utilized the password reset feature in it on another computer months ago, but that caused a loss of all pictures, files, within the user account of the password I reset. I would GREATLY appreciate any help that can be offered. Thank you!
