I'm not sure which windows version we have here so I picked this forum. My mom has an Asus laptop that she bought new last year. I don't know which windows version it has on it but since it was new I would guess 10. It is giving the error message through werfault of 0x000009c and I read the info on removing that but I have no access to the computer. When you close the error box all you get is a dark blue screen with nothing on it.
On starting it it opens to the log in screen and lets you log in. Then when you are logged in you get the error box, and after that blank screen. I don't see any way to open anything at all. I can't even look at what version it is. I tried click on various places and pressing various buttons, including Windows icon + R like the error repair instructions said but nothing.
Now about 4 days ago I was looking at it because it was super slow and it was giving a different error message. It had a pop up in the events box (oh, duh, it must be ver. 10. It has the event box) saying there was an error in windows and click here to fix it. Clicking on 'there' took me to a page about active x errors but nothing specific about fixing anything. Tried several times. I ran virus and malware scans and it seemed to be doing better and she used it for 2 days. Now for the last 2 days she hasn't been able to get logged on. I am at a complete loss. I have never messed with a laptop before and don't know much in general about computers. I've had to fix enough problems in my time but if I haven't seen it before forget it.
So I'm thinking this needs a do over, is that correct?