reinstalling windows

Why Can't I See My New Hard Drive in Windows?

Windows

Episode 1808

Don from Los Angeles, CA

Don replaced the power supply on his computer, but now it's having trouble seeing the hard drive he pulled out and plugged in using a drive dock. He got it working, but now he's having problems using Windows functions or downloading PDF files. All he did was replace the power supply and hard drive. Leo says it sounds like the installation of Windows 10 has gone bad. It may be a good idea to refresh Windows 10 or flat out reinstall it. It sounds like there are issues with hard drive permissions. So if the data is already backed up, start over. Reformat the drive and then reinstall Windows.

Why Can't I Reset My Windows Password?

Windows

Episode 1806

Richard from Westlake Village

Richard is having problems logging into Windows on an old HP computer. He's tried to reset the password, but it's not communicating with Microsoft. Leo says that if there isn't anything on the computer he can't afford to lose, then the best thing is probably to start over and reinstall Windows. Not just reset. But reinstall with the Windows 10 Media Creation Tool. Make sure to erase the existing accounts. Start completely over.  And that's not a bad thing, because whoever worked on the computer before, clearly messed up the reset.

How Can I Make My C Drive Larger?

 disk management tool.

Episode 1745

Gary from Covina, CA

John partitioned his hard drive and he's noticed that his C drive has less room than his D drive. Leo says that is likely because Windows and other apps are filling up that C drive. John could move the data to his D drive and that would free up space. He could repartition or undo the partition. Depending on how the D drive is laid out, he can hit Windows + X and open the disk management tool. Click on the C partition and expand it. If that doesn't work, EaseUS has a disk partitioner.

Do I have malware?

Windows Defender

Episode 1730

Karen from Tri-Cities, WA

After getting a phishing scam email, Karen ran a malware scan with Windows Defender and it found a "severe threat" called a Trojan-Downloader. Windows Defender blocked it, but is she still compromised? Leo says that everyone gets those, and it's not a side effect of a virus on your system. So if Defender found one and blocked it, you're safe from it.

Why are my browsers crashing?

Microsoft Edge Browser

Episode 1541

Steve from Redondo Beach, CA

Steve is having trouble with Google Chrome and Microsoft Edge. After about 2 minutes, both apps crash. Leo says that it could be malware infecting his browsers. But more likely there's a render driver that both browsers use which is causing the crash when he visits certain websites. Leo recommends doing a thorough scan using Windows Defender, and he should also run the Microsoft Malicious Software Removal Tool from the command line. To get to that, he can press the Windows Key and type MRT. Leo also suspects that Java is broken.

Why doesn't Windows 10 work after updating?

Microsoft Windows 10

Episode 1502

Dale from Redondo Beach, CA

Dale updated to Windows 10, but when the January update came out, he ran into a lot of issues. Should he go back to Windows 7? Leo says no. That's not the answer. Lately, there have been issues with updates coming from Microsoft, and it's not unusual for some computers to have issues with large updates. A simple fix is to start fresh with Windows 10. Dale should back up his data, then format the hard drive and reinstall Windows. He should first go to Microsoft and download the Media Creation Tool. Then he can put that on a USB key and plug it in.

Why does my computer freeze up?

PC

Episode 1463

Jim from Laytonsville, MD

Jim has a Windows 7 computer and about two months ago it started messing up his mouse, which freezes up anywhere from a few seconds up to 5 minutes. It usually happens after checking his email and then going online for a while. Then he exits out and the mouse freezes and he has to reboot. Leo says that there's probably something running in the background that's slowing down his computer and causing processes to back up. Leo suggests trying another browser, like Google Chrome.

Why can't I log into Windows 10?

Microsoft Windows 10

Episode 1454

Kim from Riverside, CA

Kim got a computer recently from a friend and she can't log into her account. It keeps asking for the previous owner. Leo says that the best thing to do is format the hard drive and start over. That way she can set it up for her preferences and make her account the primary account. Windows 10 has great reset options, and she won't even need a Windows key anymore. She should just make sure to back up her data and files first. Then hit the Windows Key and type "recovery." She'll get the choice of several options. Then she can run the recovery and it'll reinstall Windows.