Restarted after the malwarebytes update and now my pc is stuck

[RMorris]

I restarted the update prompted, thinking nothing of it because totally normal. When it finished, I tried opening steam to play a game. Nothing. Clicked other things. Nothing opened. Tried restarting, it refused, so I rebooted holding the power button down. Turn it on, it goes to the manufacturer screen with the swirly circle and stays there. Hard restart, unplug, no change. I tried holding the function key down when rebooting, no change. Can't get to safe mode either. Windows 11 PC, Dell, and that's all I know because I'm not computer savvy and obviously cannot pull up more data.

[Porthos]

https://www.windowscentral.com/how-use-system-restore-windows-11

You can use the Advanced startup settings to use the System Restore if the computer has problems starting up.

Access Advanced startup

To access the Advanced startup environment on Windows 11 to apply a restore point, use these steps:

1. Start the device.
2. As soon as the Windows logo appears on the screen, press the power button to interrupt the boot sequence.

 

3. Repeat steps 1 and 2 two more times. (Or until the device boots into the Windows Rrecovery Environment (WinRE).)

After you complete the steps, use the steps below to undo system changes using a previous restore point.

If you have trouble starting in the recovery environment, start the device with the Windows 11 installation media, and in the "Windows Setup" experience, click the Next button, click the Repair your computer button from the bottom-left corner, and then use the steps below.

Undo changes with restore point

To use System Restore from the Advanced startup environment, use these steps:

1. Click the Advanced options button.

2. Click on Troubleshoot.

3. Click on Advanced options.

 

4. Click on System Restore.

 

Click the Next button.

5. Select the restore point to revert changes and fix problems with the computer.

 

(Optional) Click the Scan for affected programs button to view the apps that will be removed through this process.

7. Click the Next button.
8. Click the Finish button.

 

 

Source: Windows Central (Image credit: Source: Windows Central) https://www.windowscentral.com/how-use-system-restore-windows-11

Edited March 25, 2023 by Porthos

[Porthos]

When you get back into windows after the restore,

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

 

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

 

[RMorris]

I can't even get to the windows screen. It just stays in the boot screen. Dell logo, swirly circle, never get past it. I finally got F12 to work, so I'm running a diagnostic scan. As for the windows screen, I hope after this scan I can reboot and it will at least get me to the windows screen.

[Porthos]

19 minutes ago, RMorris said:

It just stays in the boot screen. Dell logo, swirly circle, never get past it.

Did you miss the first steps? Do not worry about the windows screen. when you see the dell logo and the circle power it off and repeat until you get to the other screens.

Dells will not show the "windows" flag on boot.

[RMorris]

This is the screen I got.

[RMorris]

I tap F2 and this is where it takes me.

[Porthos]

This message is a little alarming to me. It "can" mean drive failure.

17 hours ago, Porthos said:

when you see the dell logo and the circle power it off and repeat until you get to the other screens.

The goal is to keep forcing it off with the power button by holding it and turning it on again each time you get to the dell screen with the circle.

You will have to repeat this 2 or 3 times until yo see the screen in the guide I posted.

[Porthos]

Do you have access to another computer and an empty USB flash drive? @RMorris

[RMorris]

I finally got to a pixelated dell screen, it did an automatic repair, then took me to the windows recovery environment, and now I can't get past this.

[Porthos]

4 minutes ago, RMorris said:

and now I can't get past this.

Well, it seems system restore will not help here.

24 minutes ago, Porthos said:

Do you have access to another computer and an empty USB flash drive? @RMorris

 

[RMorris]

My husband's laptop. Should I do what you suggested in the link?

[Porthos]

Just now, RMorris said:

My husband's laptop. Should I do what you suggested in the link?

Hold on, I will have @AdvancedSetupassist you from here.

[Porthos]

While we wait, could you grab the service tag number from the sticker on this computer for me, please? I want to check something.

[RMorris]

Here you go. Should I download windows 11 on my USB drive?

[Porthos]

What happens when you click the box in the screenshot?

[Porthos]

22 hours ago, RMorris said:

Windows 11 PC

Also, This computer is not compatible with Windows 11. Who and how was it installed?

[RMorris]

I may have windows 10. I couldn't see which ine when it crashed. Do you have a link to the page to download from?

[RMorris]

Nothing happens when I tap the box

[Porthos]

Just now, RMorris said:

I may have windows 10. I couldn't see which ine when it crashed. Do you have a link to the page to download from?

10 is more likely.

OK. hold on.

[RMorris]

5 hours ago, Porthos said:

10 is more likely.

OK. hold on.

I have windows 10 on a USB now

[Porthos]

1 minute ago, RMorris said:

I have windows 10 on a USB now

Now, wait for @AdvancedSetup to come back online and address you.

While you are waiting, be sure the USB is bootable. Do not make any changes on your own. Just turn off the computer if it can boot from the USB.

The goal is to preserve your data if possible and possibly fix the issue as well.

[RMorris]

I plugged the USB in while it was on the last screen, and the computer rebooted. The screen is no longer warped and is on the blue automatic repair page. Do you want me to turn the computer off, click advanced options, or simply leave it as it is? Also, will @AdvancedSetup be online tonight or tomorrow? I'm on the west coast.

[Porthos]

2 minutes ago, RMorris said:

Also, will @AdvancedSetup be online tonight or tomorrow? I'm on the west coast.

He keeps some strange hours. He would have some instructions for you to follow with that USB.

I am not authorized to give you those additional instructions or I would get you started.

You might as well shut it down and check back tomorrow to get some rest. This will not be a few-click journey to do. It will take quite a bit of back and forth.

[RMorris]

33 minutes ago, Porthos said:

He keeps some strange hours. He would have some instructions for you to follow with that USB.

I am not authorized to give you those additional instructions or I would get you started.

You might as well shut it down and check back tomorrow to get some rest. This will not be a few-click journey to do. It will take quite a bit of back and forth.

Okay, I'll click shut off and call it a night.