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Windows 7 problems: cannot enter safe mode, windows password does not work

Discussion in 'Windows 7' started by ttt67511, May 9, 2013.

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  1. ttt67511

    ttt67511 Thread Starter

    Joined:
    May 9, 2013
    Messages:
    1
    My son's HP laptop was giving him a strange message that he must pay $300 to the FBI and then would go to a black screen. I guessed that he had gotten a virus. A few days later I tried to get into safe mode to do a system restore, but all 3 options of safe mode take me to the windows login screen, and his password no longer works. Also, in looking for answers, I found others who were having the pc hang while loading classpnp. I did notice that this is also occurring just before it goes to the windows login screen.

    Many of the suggestions I have found for fixing errors require you to either be logged in or in safe mode, which is not possible. My son's father bought him the laptop, so I don't know if there was ever an installation disk. I believe it came with windows 7 pre-installed. It was purchased new about a year ago. My son does not want me to wipe the hard drive or do anything to lose his music, games, etc., but I don't know if that is possible

    At first I thought I just needed to know how to reset the windows password, but at this point, I think the problem is beyond my capability to figure out on my own.

    Has anyone else heard of a similar issue and how to repair it with or without losing all of the data?
     
  2. mshawnl

    mshawnl

    Joined:
    Nov 18, 2012
    Messages:
    2
    Hello,

    Funnily enough I have just finished repairing a computer with this issue. What I did was a fresh install of windows 7. With the recovery disk.

    Do you have the model number please?
     
  3. Mark1956

    Mark1956

    Joined:
    May 7, 2011
    Messages:
    14,142
    System Restore will not remove the infection that is causing the pop up and stopping you from booting to the desktop.

    We need to run a scan to see what is on the system.

    One thought, have you tried a blank password, don't type anything in just hit the Enter key when asked for it.

    As you do not have a Windows 7 disc you should have made recovery discs when the PC was new, the instructions will be in the manual.

    NOTE: Unless otherwise advised please use a clean working PC to download and copy FRST to a Flash Drive.
    Use these links to download the correct version for your operating system and save it to the Flash Drive.
    For x32 (x86) bit systems download Farbar Recovery Scan Tool 32-Bit
    For x64 bit systems download Farbar Recovery Scan Tool 64-Bit

    NOTE: For Windows 7 systems only: If you cannot get Option 1 to work you can make a Recovery disc to use for Option 2.
    Just do this: Click on Start > Control Panel and select Backup and Restore. In the left hand pane select Create a System Recovery disc and follow the prompts.
    This can be done on any Windows 7 PC but it must have the same bit rate as the infected PC, i.e. 64 or 32bit.

    Plug the flashdrive into the infected PC.

    Enter System Recovery Options by using Option 1 or Option 2
    STEP 1
    Option 1
    To enter the System Recovery Options from the Advanced Boot Options:

    • Restart the computer.
    • As soon as the BIOS is loaded begin tapping the F8 key until the Advanced Boot Options menu appears.
    • Use the arrow keys to select Repair your computer and hit the Enter key. If Repair your computer is not in the menu you will need to follow Option 2 below.
    • Select US as the keyboard language settings, and then click Next. If you know your keyboard is for another language then select that from the list.
    • The system will scan for installed operating systems. Select the operating system you want to repair, and then click Next.
    • Select your user account and click Next. If there is only one user account this will go straight to the System Recovery Options.
    • Now go to the instructions for STEP 2.


    Option 2
    To enter the System Recovery Options by using a Windows installation or Recovery disc:

    • Insert the Installation or Recovery disc.
    • Restart your computer.
    • If prompted, press any key to start Windows from the installation disc. If your computer is not configured to start from a CD or DVD, check your BIOS settings.
    • Click Repair your computer. NOTE: This Option will be skipped if using a Recovery disc.
    • Select US as the keyboard language settings, and then click Next. If you know your keyboard is for another language then select that from the list.
    • The system will scan for installed operating systems. Select the operating system you want to repair, and then click Next.
    • Select your user account and click Next. If there is only one user account this will go straight to the System Recovery Options.
    • Now go to the instructions for STEP 2.


    NOTE: If you are unable to complete either Option 1 or 2 then stop and let me know. This tool will only run correctly if you are able to get to the System Recovery Options menu.

    STEP 2
    On the System Recovery Options menu you will get the following options:

    Startup Repair
    System Restore
    Windows Complete PC Restore
    Windows Memory Diagnostic Tool
    Command Prompt


    • Select Command Prompt
    • In the command window type in notepad and press Enter.
    • The Notepad opens. Click on File and select Open.
    • Select Computer and find your flash drive below Devices with Removable Storage make a note of the drive letter and close Notepad.
    • In the command window type e:\frst.exe (for x64 bit version type e:\frst64) and press Enter
      Note: Replace letter e with the drive letter of your flash drive.
      NOTE: if you receive an error message "the system cannot find the drive specified" go back into Notepad and check the drive letter for the Flash Drive, also note the letter can change on subsequent runs.
    • The tool will start to run.
    • When the tool opens click Yes to disclaimer. (This may not appear on all systems).
    • Press the Scan button. The progress bar may freeze for a while which is normal, leave it undisturbed and it will complete the scan.
    • It will make a log (FRST.txt) on the flash drive. Put the Flash drive back in a working PC, open Windows Explorer and then click on the Flash Drive. Double click on FRST.txt then Copy & Paste the log into your next reply. Please DO NOT send the log as an attachment.
     
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