I have the same problem except mineral is after running a 12 HOUR Windows virus removal tool.12 HOURS ! In terms of dell support, this is what you do to bypass there terrible foreign support,...as soon as you get the feeling the agent has no clue what there doing, you ask to speak to their supervisor. Even if they try to make an excuse that there not available or they continue to try and read of a screen. Just wait because there not supposed to hang up or refuse your request. Trust me. Good luck to all.