Author Topic: Advised to run boot scan - now can't use PC  (Read 2517 times)

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Offline ErinAnn

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Advised to run boot scan - now can't use PC
« on: July 24, 2014, 09:00:29 PM »
My husband was using his computer, when avast popped up and advised he run a boot scan.  He did this....and now can't use the computer.  There is just a black screen.

He can't access safe mode....and can't boot from a disc.  The F8 key on startup does nothing.

He has taken out the battery, and unconnected the power cord....waited, reconnected, and still nothing.

The light comes on showing that something is trying to boot....but nothing.

We've read numerous posts regarding this problem and tried everything suggested.

We contacted Avast....they had us turn it on and hit the F8 key...but nothing happened.  After being put on hold for about 10 min...the representative returned and said he could fix it for $179.

Can anyone please provide some help.  We can't even reinstall windows at this point.

Thank you....Erin

Offline essexboy

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Re: Advised to run boot scan - now can't use PC
« Reply #1 on: July 24, 2014, 09:02:13 PM »
When he tries to boot from a cd what error do you get ?

Offline ErinAnn

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Re: Advised to run boot scan - now can't use PC
« Reply #2 on: July 24, 2014, 09:15:09 PM »
We get nothing....the screen just stays black.

Offline Eddy

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Re: Advised to run boot scan - now can't use PC
« Reply #3 on: July 24, 2014, 09:50:18 PM »
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We contacted Avast....
No, you didn't. You contacted a third party, not avast support. avast doesn't have phone support.

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He has taken out the battery, and unconnected the power cord
Is it a laptop or a pc ?

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The light comes on showing that something is trying to boot
What lights?

Offline ErinAnn

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Re: Advised to run boot scan - now can't use PC
« Reply #4 on: July 25, 2014, 12:32:06 AM »
Your response comes across a little combative.  I’m sorry if I posted something that annoyed you.

You start out telling me that I didn’t do something….that I said I did.  You state that Avast doesn’t have phone support….but I think you could be incorrect.   Look at the 5th topic down….at the top of this forum.  It was posted in Dec 2012 announcing “Avast Total Support available in English”.

If you go to the Avast website…click on support at the top….and then choose phone support…you get a phone number to call.  If this is being run by a 3rd party….then it seems to be sanctioned by Avast.  Sorry I missed that.

And your response of “What lights?” comes across as you think I’m stupid for not typing the “COMPUTER light comes on…”.  Did you think I might be referring to the bathroom light, or the microwave light?

Thanks anyway for your help….but I’ll go elsewhere.

Offline SafeSurf

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Re: Advised to run boot scan - now can't use PC
« Reply #5 on: July 25, 2014, 09:45:15 AM »
The third party you contacted via phone does not belong to Avast.  To help you with this problem, please contact Avast employee: Adam Riley, riley (at) avast (dot) com and explain your issue.

I understand that you are running a laptop and the lights on the laptop.  I'm sorry for Eddy's misunderstanding.  Perhaps he doesn't have a laptop.

Can you tell me what product of Avast you have and what version you are running?  Do you have any other security software on this machine either now or in the past?

I will contact one of our malware specialist to assist you.  In the meantime, please be patient since they work at different hours.  Thank you.
Mac 10.9.4 /Safari and Firefox (NoScript/AdBlockPlus/BetterPrivacy/Ghostey)/
Vista Home Prem (same add-on's)/Avast Free/Online Armor Premium Firewall/MBAM Premium)/ Mobile MBAM.

Offline essexboy

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Re: Advised to run boot scan - now can't use PC
« Reply #6 on: July 25, 2014, 01:47:51 PM »
I assume you are talking about the hard drive light, I believe it is green on laptops.  Is it flickering or just constant.  If it is flickering it means it is reading data, if it is constant then you have a hard drive problem   

Offline Eddy

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Re: Advised to run boot scan - now can't use PC
« Reply #7 on: July 25, 2014, 05:41:29 PM »
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And your response of “What lights?” comes across as you think I’m stupid for not typing the “COMPUTER light comes on…”.  Did you think I might be referring to the bathroom light, or the microwave light?
A computer normally has several lights. Especially laptops have. What light(s) starts to burn and which one(s) don't can be a indication of what is wrong. It does matter to know if you speak about a laptop or a pc.
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You state that Avast doesn’t have phone support….but I think you could be incorrect.
No, I am not incorrect. As I said it is not avast that handles it but a third party.
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and can't boot from a disc
You may have to change the boot order in the bios before you can boot from a cd/dvd. Make sure cd/dvd is set as first bootdevice than try again to boot from a disc. How to enter the bios depends on your system/laptop. The manual should tell you. If you are lucky you will see a message on the screen saying what key(s) to press. Mostly it is something like "press F12 to enter setup".