Why Won’t My PC Restart Properly?
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In what I can only describe as an ironic turn of events, I received a question about PC support from a Hewlett-Packard Technical Support Specialist. Fortunately I didn’t have to guess about the possible causes of his customer’s Windows XP Home Edition system being unable to properly restart when that option was selected, because I turned to my friend and colleague Jim Boyce for his expert opinion. Here’s how the dialog went:
I am a technical support specialist at HP. One of our customers has an HP Pavilion PC. The OS is Win XP Home edition and there was some problem with Internet connectivity. HP and Charter troubleshot the problem, and now, he is able to connect to the Internet.
After this issue had been resolved, the PC stopped shutting down and restarting when the corresponding option was chosen at the turn off options. Changed all the power options to none. Did a chkdsk /r command and after the restart, the PC started to shut down. But this time it would not restart when that option was chosen, so half the problem has been solved. Now to solve the other half (the PC does not restart when that option is chosen).
I need your assistance. I was going through several technical ports and got almost no steps to solve the problem. Found out from Microsoft knowledge article 831431 that ccApp, the startup item for Norton, may cause the issue and disabling that might solve the problem. Not very confident that this will work. Solution to the problem will be awaited for. Thanks from HP.
[Continue reading Why won’t my PC restart?]
And, yes, we are hoping for an “incident resolution fee” from HP. Doesn’t that seem fair?
Tags: tech support, hewlett-packard, windows xp home edition
5 Comments
Dena
September 20th, 2007
at 7:09pm
I have the same problem with my HP, but it didn’t start until after I installed the Windows SP2. My OS is Windows XP Professional. If I chose “Restart” or if an application forces my computer to restart, my monitor shuts down, but my computer doesn’t restart. The light on the CPU stays on. I have to manually turn it off. Any ideas?
Amanda Mosher
January 31st, 2008
at 8:07pm
I’m having the same problem Dena - how did you fix the restart problem?
jon
March 18th, 2008
at 7:25am
hi
my comp has had a restart problem for quite some time
i go
start>shutdown
then the shut down menu comes up i click either “restart” or “shut down”
but nothing happens i left it over night, the next morning it still didnt shut down, the only way to shut it down or restart it is manually and im worried it might be a perminent problem, ive been told that norton is crap but it was all i could afford at the time, i have norton 360 , has norton ruined my comp?
and how can i sort this restart problem out?????
thanks
jon :D
Tanya
May 20th, 2008
at 5:45pm
Hey, I’ve been having the restart problem too. I dispabled Norton Antivirus and guess what, my computer restarted when prompted. Seriously thinking about getting McCafee instead.
Kyle
July 8th, 2008
at 10:08pm
I do not have a clue what is wrong.
I am having the same problem too.