freeze-newbie-need help

Question

I am fairly new to computer issues. my Dell desktop is less than 2 months old, yet have had numerous problems. I am unable to acess anything from my user setting. This happened after I ran full scans on Norton, Ad-Aware and Prevx. When I attempted to download updates I got message ( 7B802DE5-84E5-4503-965B-2ABFFC78506A) ,need help for this update ? I have no idea what that means. I logged off for approx. 1 hour. When I attempted to go back on I was unable to. To shut the computer off I must now unplug it. I dont know if anything done prior to this (as stated) had to do w/ this problem.

downtownjelly · Answer

this is no solve to your problem, but you dont want to unplg the pc and maybe if you hold pwer down for 10 seconds it will turn off... i dont know whats wrong tho

BBraxton · Answer

pippy8153
When you begin a discussion thread you can keep going back to this same one to continue the conversation.
Is it possible to boot into Safe Mode (when the system is starting, before the Windows flag appears, press and release every one second the F8 key and then choose Safe Mode / Safe Mode with Networking)?

pippy8153 · Answer

I do have a Dell Desktop xps 400,service tag 46L6J91. Windows xp & Norton 2006 / Symantec were already installed by Dell. I am now limited to my sons user setting. My husbands user acct. started doing the same thing when I tried to uninstall Prevx 1 . I cannot add/change/remove on my sons acct. as his is a limited setting. I have tried to use F8 key at started up ,but nothing happens. I also tried misconfig, no luck. I cant get a response from Prevx support other than them telling to download a certain tool at a website. I tried to explain that I am unable to do that w/ this limited access on my sons. No response to that. I tried to get into my user acct. w/ password from sons acct. it wont let me have access. Dell has already done a system restore to factory setting approx.10 days ago, claiming corrupted software. I believe this might be related to Prevx 1 . It has been giving error pop-ups & unable to locate local service. My son-in-law had same problem w/ his Dell laptop & prevx. He was able to uninstall by remote assist & now everything is back to normal. I am at a loss.

Nunberry · Answer

OK, first of all, what happens when you try to log in as one of the administrator accounts? Will it not let you click on the icon, or does it try to go in and get stuck?   If it's getting stuck, and if when you start the system up you get the XP login screen where you click on your Icon to load your profile, try hitting Ctrl + Alt + Del on the XP login screen to get the 2000-style username/password login box, and enter Administrator as your user name and whatever Administrator password you created the first time you started this system up. If your Admin account is working OK, remove the software that you believe is causing the problem.   If the problem is being caused by software that you have installed, you might need to disable the process that's running on startup - if MSConfig didn't do the trick you could use the Windows Recovery Console - basically, a cut-down Windows without the graphics - and use the command line to disable the process. A lot easier said than done though. Microsoft's website has a guide on the best ways to approach this.   If worst comes to worst, you could try a parallel installation of windows (where you install windows into a different folder on the same system) and through that installation delete everything to do with the dodgy applicaiton, but this approach is a little indelicate and can cause problems with your existing accounts and installation, especially if you use the same account names in both installations of windows. Don't even think about doing this unless all your data has been backed up.

pippy8153 · Answer

:smileysurprised:Nunberry, Thanks so much for trying to help ! Re: admin. accts. Will not let me click on. Windows recovery console sounds not just difficult but really scary for this newbie ! I cannot seem to find reference to it on msn site ? Prevx support emailed me as an attatchment Prevx removal tool to completely uninstall this program. When I try to open attatchment I get all sorts of different pop-ups. Basically it  will not let me open to retrieve removal tool. I think its a combo of limited user acct. & security ? I cannot lower or disable security because I have my son locked out of anything like that. I really dont know where to go from here. Everyone seems to pass the buck, ie: not our problem. Prevx did cite other instances of incompatibility issues w/ norton/symantec 2006. This is what is creating the problems. I sort of suspected... I think I would be brave (eek) enough to attempt if I can find it,recovery console ? If it involves add/remove/download/etc then I am sh... out of luck. Thanks again, Pippy

Nunberry · Answer

Just realised, you were unable to get into safe mode - that would be the easiest way to handle this. If you found that pressing F8 on startup did nothing, you are probably pressing it at the wrong time. On startup, the second the Dell Logo disappears from the screen, begin tapping the F8 key - there is a message telling you exactly when to press it but it can come and go quite quickly. It's on the screen before the 'Windows XP is starting up' picture appears, the black screen with the dotted white line at the bottom of it. If you don't get it first time, try it again - the fact that you can log on to windows in your limited account means that the OS itself is working, so this approach will work once you get the timing right. Anyway, if you choose safe mode from the list of startup options, windows will load with no drivers or programs running that aren't absolutely necessary. From there you should be able to uninstall the application. Recovery console doesn't require a download, you can run it from the XP installation CD - just boot up the system with the CD in the drive, press F12 while the Dell Logo is on screen to get the boot-menu, choose the CD Drive from the menu and if you are prompted, press a key to boot from the CD. Windows setup will launch, and on the first page of options, you will be given a chance to launch the recovery console. To find out more about using recovery console, check out this link : http://www.microsoft.com/technet/prodtechnol/winxppro/reskit/c29621675.mspx However, I would use Safe Mode first, it's a lot easier to use and a lot more difficult to do any serious damage to your system!   Message Edited by Nunberry on 04-26-200603:10 AM

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