I am trying to troubleshoot my mom's computer before shipping it off to get fixed. The following is what I know, what I have tried, and what I have encountered thus far. (Please bear with my lack of proper terminology and computer knowledge :})
Her desktop computer is about three/four years old. It is an HP Pavillion with Windows XP Media Center (pretty sure but can't check right now as it is in the middle of a chkdsk). It is partitioned into 2 drives and I believe the D: is dedicated to recovery. Tons of space on her C:/. This computer came with the factory install and she was not given the OS or any other installation CD's.
A previous AV and malware check revealed some issues which were successfully quarantined. However, the next day (after a proper shutdown and start) the Malware scan froze. It wouldn't soft boot so she did a hard boot.
Upon reboot, the chkdsk ran automatically. It found an Usn Journal error which was fixed as the following chkdsk revealed. However, after the chkdsk reported all stages as ok, it would still loop. Skipping the chkdsk allows the safe mode menu to come up but all options (safe, safe w/ and w/o networking, safe w/dos, last known, and normal) freeze at the driver */mup.sys. I tried the diagnostic check options and all hardware, memory, and CPU, etc tested as OK. So it appears that it is not a hardware issue according to the other threads I have read. I am not sure what other pertinent information might be needed.
So, that's where I am at. I have read the associated threads and tried the suggestions but the above is where I am. I am not sure what else to try. I will try to see if the company (Best Buy) has her purchase on record and get the installation cd's. Or, is it hopeless? Will she have to purchase new installation CD's? Can you even do that? Any suggestions are welcomed and appreciated.