Hey everyone, my grandma just got a new laptop and I set it up with Windows recently. However, after she tried to open it today, she was greeted with a screen that says "Get custom offers from Windows." It's completely unresponsive and blocks everything else on the screen. She can't even enter her PIN like she did the first time. I've already done a video call with her to troubleshoot, and when we tried a force shutdown by holding the power button, it didn't help. I also suggested pressing Ctrl+Alt+Del, but nothing worked. Should I try something else before taking it back to the store? I'm going there tomorrow, so any suggestions would be appreciated!
2 Answers
If the hard reset didn’t work, you might want to try booting into Safe Mode. You can usually do this by pressing F8 or Shift + F8 while starting up. If you can get to Safe Mode, you might be able to troubleshoot the issue further.
Try holding down the power button for about 10 seconds to force a shutdown. After that, turn it back on and see if it boots normally. Sometimes a hard reset can clear up these startup issues.
We actually tried that on a video call, and it didn't resolve the issue. The screen just stays frozen, except she can move the mouse cursor.
Thanks! I’ll definitely give that a shot if the power button trick doesn’t work.