Asus Laptop

[TEEB]

I just got word last night my Niece will be bringing in her laptop. It will not boot past her log in screen. She enters password and then the screen goes black.
The only other thing I know at this point is that she "thinks" it doesn't have an anti virus program.

I will have more info this morning.

I have never run across this problem before. Has anybody have any experience with this one?

This laptop was purchased with windows vista and upgraded when windows 7 came out

Thanx

[glc]

See if it will boot into safe mode. You can try a system restore back to a date when it was working, but if it's eaten up with malware this may not help.

[TEEB]

I was thinking along those lines too. Does this sound like a virus/malware problem? I'm wondering if I can boot to safe mode. Is it possible to install and run programs like Malwarebytes in safe mode, I've never tried that.

[glc]

Yes - Malwarebytes will install, update, and run in safe mode with networking.

[TEEB]

Will Not boot into safe mode. Gets to where "safe mode" in each corner and will not go further.

[Nuclear Krusader]

Can you take the HDD out and slave it to another machine from which you can scan it?

I've seen this problem only twice. In both of those laptops it was some program loading at boot, but it just refused to be identified. On both I ended up restoring the machines to out-of-box state.

[TEEB]

I could do that if I knew how to access it. The only compartment on the bottom is for the battery......I know next to nothing about laptops obviously

[Nuclear Krusader]

You have to do it anyway in order to back up her data, reformat or no reformat.

Which laptop is this one?

[TEEB]

It's an Asus K50IJ

[Spools]

This site might be helpful.

[TEEB]

Well Spools, that's as close to perfect as damn is to swearing. Thanx a bunch!!

[TEEB]

Update!!!

Thanks to Spools I was able to remove the HDD and slaved it to another computer. Scanned it with MSSE and Malwarebytes. Removed 21 viri and malware. Also copied all her files to a external HDD.

Replaced HDD aand tried to boot. Got a blue screen, then tried to repair startup. No luck!!

Reinstalled windows 7 and got Product Key and it won't take the key I have.

Called Asus because it's still under warranty and I got the windows 7 Disk from them.
Result: His supervisor will call me back and resolve the product key situation.

[Nuclear Krusader]

Not bad customer support. Still, they should include the recovery media with the machines in the first place. They should also include instructions in the printed manual on how to add/replace memory and hard drives.

[TEEB]

Well, something is a little funny about this. It may well be my memory.

I bought her the laptop just before windows7 came out. The upgrade to windows 7 was part of the purchase. The disk came in the mail and she brought the laptop over and I did the upgrade. This is where my memory fails. I don't remember if they gave me a product key or not. There are 2 on the bottom of the laptop. But neither says windows 7 or Windows Vista for that matter. Both are now illegible due to wear. One is better than the other.(maybe the windows 7 one). But neither will work. They did supply a recovery disk but it was for the windows vista.

As far as the replacing the hard drive, it was very simple once I had the instructions supplied by Spools. But, I agree that should have been available from the start.

The good news is I'm learning about laptops the hard way..

Thanks for you help!!

[TEEB]

Further Update!!

Asus did not call back!!! I called again. After getting a major run around I asked to speak to his supervisor. The supervisor told me that they would not provide a product key. He said I would have to buy a recovery disk. This disk would have a product key in it.

He gave me the number of their E-store. But by now it's too late because of Christmas.


Today I call the E-store to order the disk. The don't have a 32 bit disk and the woman said that the supervisor "was lying" when he told me I could do a clean install and everything would work again.


So I called Tech support to ask If I could just order a 64 bit recovery disk and do what I needed to do. I am then told that I cannot use a 64 bit disk. That I have to go to Microsoft to get a new windows 7 disk.

So now I don't know who is telling the truth. Can I use the disk or not. So I ask to speak to her supervisor. She says ok and puts me on hold. Then she never comes back.

Does any body know for sure how to resolve this issue. Or do I buy a new windows 7 disk. Can I use a 64 bit OS?

I'm not a very happy camper right about now!!

[Spools]

Sounds like you've made a rather expensive mistake. You should always confirm that you have a valid key before attempting to reinstall. If you couldn't read the key on the license, you should have used a free key finding software on the slaved drive.

Unless someone here has a better solution, I think you'll need to purchase another license.

[TEEB]

Spools.... The problem was that I couldn't access the OS to retrieve the Product Key. It would not boot up. I admit that I never thought of using the key finding software once i had slaved the drive.

The good news is....Persistence pays off. After repeated phone calls i got a CSA that knew what he was doing. I now have a an RMA number and will be shipping it out in the morning.
I also learned that you cannot purchase a Product key from Microsoft, you have to buy the disk and all.

Like I said I'm learning the hard way....

[David M]

Glad you got an RMA number and can return the entire problem child back to Asus. Sometimes it seems that security features are more effective at stopping the good guys than the bad guys.

Is your daughter convinced anti-malware software is a good idea now?

http://www.microsoft.com/security_essentials/

[TEEB]

It's my niece, and Yes I believe she is convinced. She is going to have to go without her computer for about 3 weeks. If that doesn't convince her I don't know what will.

And Yes I will be installing MSSE when we get it back. It's interesting to note that Asus will be installing Windows Vista and sending it back with a readable product key for windows 7. They wouldn't just give me a product key and solve it the easy way...

[TEEB]

I just shipped the notebook back to Asus. I sent it Fedex air express. Asus is paying for it and I presume return shipping as well.

It helps to get the right CSA I guess....

[Nuclear Krusader]

It may be more about persistence. They seem to live by the motto "maybe if we ignore the customer he will stop bothering us". But if the customer doesn't quit, eventually they'll cave in.

[TEEB]

"maybe if we ignore the customer he will stop bothering us".

That exact thought went thru my mind at one point. The problem is the more I think they are trying to rip me the more determined I get.

[Hi Ho]

Assuming the upgrade disc you got from Asus is like the one I got for my brothers Toshiba laptop. That disc came with a key. You may have been able to easily get around the Windows product key issue (assuming you had a product key):

Clean Install Windows 7 with Upgrade Media

I have used the registry method on my laptop which has an upgrade copy of Windows 7 Pro. I was able to do a clean install without issues.

[TEEB]

I had a product key, but, it was Illegible. Due to wear and tear.

[Nuclear Krusader]

This is a common problem. I have also seen that laptops sold to students through schools lack the key (I've seen this only once).

Asus is aware of this problem and has started placing the key underneath a plastic cover in some of their latest models.

[TEEB]

The funny thing about it was, It had two product keys on the bottom. One for Windows Vista and one for Windows 7, I presume. The trouble was neither of them were marked with the corresponding OS. Just two keys and you guess what they are for. I'm used it being marked for the version is applies to.

Oh well, Asus has it now and I'll let you know how this comes out...

[TEEB]

Final Answer:

After shipping my unit all the way to Ontario on the promise they would resolve the product key problem. It is being returned to me in the same condition as I sent it. They did flash the bios, I don't know why.

Here is a copy of the last email: Hello,



We have received the feedback from the headoffice. They informed us that “The Windows 7 Upgrade program comes with one Product Key only and is not replaceable unfortunately.”



We feel terribly sorry that we cannot activate the Window 7 for you now, for we do not have the product key. What we can do for you is to re-store the operating system with the Vista Premium. Pls let us know your decision ASAP. Thanks!



Best regards!



Eileen Xiao



ASUS Canada

802 Cochrane drive, unit 2

Markham, Ontario, L3R 8C9

Canada

Fax: 905-489-2717

Phone: 905-489-4217

I have no idea why they would pay shipping(next day air) both ways and then not do what they promised. This lady said there was no record of any such promise. If not why would it be sent all that way for nothing?

[Nuclear Krusader]

Should I stop recommending ASUS then?

[TEEB]

I'm having the same thoughts

[glc]

I can see their point. If they give you another key, they will have to pay Microsoft for it. It's not their problem that you have effectively "lost" the key. Hindsight is a wonderful thing - it may have been possible from the beginning to read out the key in Windows.