michael13 0 Posted September 18, 2015 Share Posted September 18, 2015 (edited) I've got a brand new computer. Just took it out of the box. Came with windows 10 pre installed. It worked fine, I did a couple of things. Then I installed the ESET smart security software. About 30 seconds later the computer froze. Maybe the timing is just a coincidence, and the two have nothing to do with each other, but I suspect that it's no coincidence. Now nothing works. I can move the cursor on screen but clicking on things has no effect. The keyboard has no effect. Ctr+alt+del does nothing. I kill the power and restart but once windows loads it is immediately frozen. I can't get it to launch in safe mode. I can't do anything. Advice? Edited September 18, 2015 by michael13 Link to comment Share on other sites More sharing options...
ESET Moderators TomasP 318 Posted September 18, 2015 ESET Moderators Share Posted September 18, 2015 Hello, New computers usually come with a preinstalled trial version of an antivirus software. Before installing ESET Smart Security, it is necessary to check this and uninstall any other security product. In case you can't get to safe mode or access the hard drive and remove the problematic product, I recommend to restore the PC from recovery. Link to comment Share on other sites More sharing options...
michael13 0 Posted September 18, 2015 Author Share Posted September 18, 2015 Thanks. How do I restore it from recovery? Link to comment Share on other sites More sharing options...
ESET Moderators TomasP 318 Posted September 18, 2015 ESET Moderators Share Posted September 18, 2015 You need to refer to your PC's manual, as this may be done differently on different PC models. Link to comment Share on other sites More sharing options...
dom1da 10 Posted September 18, 2015 Share Posted September 18, 2015 before you login go to power icon and click it. you should have three options sleep restart and shutdown. now hold down the shift key and click restart. you should get a light blue menu with two options continue to windows and advanced options select advanced options you should now see an option to refresh the pc click that and follow the instructions if you need more help just ask Link to comment Share on other sites More sharing options...
ESET Moderators TomasP 318 Posted September 18, 2015 ESET Moderators Share Posted September 18, 2015 I believe at this point the PC is already unresponsive, but if it's not, that simplifies the matter, then you can get to safe mode and remove our product using the ESET Uninstaller, reboot the PC, uninstall the preinstalled security software, reboot again and install ESET Smart Security. Link to comment Share on other sites More sharing options...
michael13 0 Posted September 18, 2015 Author Share Posted September 18, 2015 Thanks to all. I have completely reset my computer to the state it was in before I purchased it. I was able to do this turning it on, and in the middle of the startup process I held the power button to force it to shut off in mid start-up. I did this a couple of times. Then I started up and it gave me the option to launch the trouble shooter. I did, and from there it was straight forward to completely reset the computer. Link to comment Share on other sites More sharing options...
dom1da 10 Posted September 18, 2015 Share Posted September 18, 2015 I all most forgot you can also access safe mode from the advanced options menu click on start up options then click restart you will need to press 5 as that is safe mode with networking Link to comment Share on other sites More sharing options...
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