Solved Computer Froze after Factory Reset nearly finished

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Smileypixie

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Joined
Feb 15, 2018
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I have an Asus Aspire ES 15 (ES1-533-C55P). It has an intel Processor N3350, 4GB DDR3 L Memory, 500 GB GB HDD, and 1000 Mbps.
This has Windows 10.
About 2 months ago my computer was infected by a virus. A bad on (the one where a big red screen appears saying “WARNING! Contact Microsoft, etc, etc. and it’s very loud horn noise, you can’t turn it off. I finally ended up unplugging my computer. But that was after about 30 min of trying to figure out what to do).
Someone advised me, last night, that if I do a factory reset that it will destroy almost all viruses. I checked several websites (from my internet in my ph) and confirmed this was true.
I was finally, after many problems, able to get the factory reset started. It worked for several hours. It then when to automatic shut off and then restart (as part of the process of the factory reset). I finally went to bed. When I woke up, I saw this message on my screen “A configuration change was requested to clear this computer’s TPM. Warning: clearing erases information stored on the TPM. Etc.”. I verified that it was ok to say “Yes” to this.
However, my mouse icon no longer is showing on the screen (either internal mouse or using external mouse). I tried hitting the F12 key and also the volume up key (as I had read sometimes that means “Yes”). Neither of these worked to get my vomputed to continue the process. It’s just stuck at this TPM warning screen. How do I get my computer to proceed with the factory reset process?
 

eddie5659

Moderator
Malware Specialist
Joined
Mar 19, 2001
Messages
37,270
Hiya and welcome to Tech Support Guy

Sorry for the lateness in a reply, these forums can be very busy. Are you still having this problem? If so, can you do the following and we'll go from there. If you can't run this in Normal Mode, try Safe Mode:

Please download Farbar Recovery Scan Tool and save it to your Desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

  • Right click to run as administrator (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will produce a log called FRST.txt in the same directory the tool is run from.
  • Please copy and paste log back here.
  • The first time the tool is run it generates another log (Addition.txt - also located in the same directory as FRST.exe/FRST64.exe). Please also paste that along with the FRST.txt into your reply.

Thanks

eddie
 
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