Updated: March 16, 2023
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by Yelyzaveta Tsyplenko
Tech Expert & Writer
506 resolved issues

I have some issues with my laptop

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay

*****

Nice to meet you, *****!
Please describe your request with as many details as possible for me to get the whole picture of the situation.

Customer Replay

Can you please tell me how to solve this problem?

image


Have you tried to restart the PC?

Customer Replay

yes.

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Do you see the same screen when the PC is on again?

Customer Replay

yes.

Got you. What WIndows OS is installed on your PC?

Customer Replay

Windows 11

Please try to follow these steps:

  1. Shut down your PC
  2. Start the PC by pressing the power button
  3. As soon as something appears on the screen, press and hold the Power button for 5 seconds to force the shutdown
  4. Start the PC with Power button again


You will need to repeat these steps a few times until you see Repair screen message
Please try to follow these steps

Customer Replay

ok

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Let me know how it goes, please

Customer Replay

ok

Customer Replay

It doesn't work.

Have you followed the steps I have provided 3-4 times at least? It's important

Customer Replay

Yes.

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Ok, let's try again. Once you start up the PC and something appears on the screen - press the power button and hold to force the PC to shut down again

Customer Replay

ok

Customer Replay

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You need to try again to run Repair option

Customer Replay

My laptop restart itself.

You need to click on hold the Power button to force the shutdown, make sure you do this instead of just clicking on it

Customer Replay

I am doing it.

Customer Replay

But, it still shows same.

Please specify the brand and model of your PC

Customer Replay

Asus Zenbook flip 13

image


Ok, noted
*****, please try to follow these steps again.

  1. Shut down your PC
  2. Start the PC by pressing the power button
  3. As soon as the Asus logo appears on the screen, press and hold the Power button for 15 seconds to
    force the shutdown
  4. Start the PC with Power button again


Make sure you do this at least 3-4 times in a row

Customer Replay

ok

Good. Keep me informed, please

Customer Replay

Not working.

Noted
*****, could you let me know when the issue appeared? Did you update your Windows recently or did the error appear just randomly?

Customer Replay

The error appears just randomly.
Recently, the issue appeared.

Ok, noted
*****, let's try to open Safe Mode on your PC instead.
Shut Down your PC
When you turn it back in and see Asus logo, click and keep clicking on one of the Fs buttons the key could be different for every PC, you will need to try it a few times
It should be one of F1-F9 buttons on the keyboard

Customer Replay

ok

Let me know the results, please

Customer Replay

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It shows like this.

Ok. thank you
What button did you use to open BIOS settings, please?

Customer Replay

F2

Ok, try to shut down the PC and use F4 instead

Customer Replay

It's not working.

*****, let's try again to open Safe mode, but if this does not work, we will have to go with BIOS, but it may reset the PC to default - you will lose all the data on it
Follow these steps again:

  1. Shut down your PC
  2. Start the PC by pressing the power button
  3. As soon as the Asus logo appears on the screen, press and hold the Power button for 15 seconds to
    force the shutdown
  4. Start the PC with Power button again


Make sure you do this at least 3-4 times in a row

Customer Replay

ok

Customer Replay

Not working.

Noted
*****, could you let me know if you have a USB with Windows 11 Media Creation Tool?

Customer Replay

no

Do you have another PC where and USB to create one?

Customer Replay

no

Got you.
Please try these steps
Shut down the PC.
When it's off, click on Power button to turn it back on, click and keep clicking on F12 button on your keyboard
If this does not help, try F8 instead

Customer Replay

It works.

Good, what you see now?
You should see a Safe mode with options like Recovery
Do you see it?

Customer Replay

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It looks like this.

That's good! Now, choose Troubleshoot option

Customer Replay

yup.
Then?

You should see an option called - Startup Repair
Do you have it?

Customer Replay

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Open Advanced options
Show me what you have there

Customer Replay

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Good
Choose Startup Repair

Customer Replay

ok
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Do you have a recovery key?

Customer Replay

no

Ok. Noted
*****, is it possible for you to log in to your Microsoft account linked to the PC and find the key there?
You can use this link to try it https://account.microsoft.com/devices/recoverykey

Customer Replay

ok

Please try doing it. Take your time.
You will need to log in to your account by using your email and password. Then you should see a recovery key that ideally you need to type into that window on your PC
Let me know how it goes

Customer Replay

It doesn't work.

I see. On your PC, can you come back to previous menu?

Customer Replay

ok

Good. In Advanced options, choose Command prompt option instead
let me know if you can do that

Customer Replay

ok
then?

You should see a black window opened now
Is it there?

Customer Replay

yeah

Good. Now, you need to type there - SFC /scannow
Make sure you type it as I have just sent you

Customer Replay

ok

When you hype it here, hit Enter then. As a result, you should see a Verification process starting

Customer Replay

done

Good. Is the verification process on?

Customer Replay

Finished

Good
Once the scan is complete, restart the PC, please

Customer Replay

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Good
Restart the PC like usual, no need to press any buttons additionally at this step

Customer Replay

ok

You are doing great

Customer Replay

Still same

Got you
Let's try to uninstall Windows Updates, the latest installed
You will need to enter that recovery menu again. Shut down the PC. When you turn it on, keep clicking on F12 (seems like that one worked for you last time)
Let me know when you do this

Customer Replay

yeah

Good. Were you able to open the same menu with Advanced options in Recovery Environment?

Customer Replay

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Good. Let's choose Startup settings first

Customer Replay

ok
Then?

Then click on Restart

Customer Replay

Done

Good. Now, press the “4” or “F4” key to start Windows 11 in Safe mode.

Customer Replay

ok

Good. What do you see now?

Customer Replay

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Click on Restart

Customer Replay

ok

Good. What do you see now?

Customer Replay

Same thing.

Same Your PC did not restart correctly message?

Customer Replay

yes

I see
Try to choose Advanced options
What do you see there?

Customer Replay

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Now, Choose Troubleshoot

Customer Replay

ok
then.

What options do you have, please share a picture

Customer Replay

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Got you
Choose Advanced - Startup Settings - Restart and when you click on that, try to click on F4 again, please

Customer Replay

ok
It shows the same.

Ok
Try to click on these buttons
4 or F4
5 or F5
6 or F6

Customer Replay

ok

Let me know if you are able to open Safe mode on the PC, please. It should be open when one of these buttons work

Customer Replay

ok

Please tell me, did you stop on the step "Reset the PC"?

Customer Replay

Yeah.
It's resetting now.

Did you click on the “Reset this PC“ button?

Customer Replay

Yes

Thanks.
Let me know what you can see on the screen after resetting.
Keep me updated

Customer Replay

ok

Thanks.
How is it going?

Customer Replay

It's still installed.

Noted.
Please, notify me.

Customer Replay

Now, it's working.

Okay, what you can see on screen?

Customer Replay

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Thanks, could you tell me if everything is working now?

Customer Replay

yes

Good to know.
Do you have any additional questions I can help you with?

Customer Replay

no, thank you

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