Windows 10 keeps deleting files and reverting Chrome back to default Solved

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  1.    #1

    Windows 10 keeps deleting files and reverting Chrome back to default


    My mom has been having this problem with Windows 10 for the past few years, first with her desktop just completely crashing (Bluescreening and the whole shibang). However now, with her laptop, its been updating fine for the most part. But its been acting oddly. It deletes files, except an odd few including Audacity, and reverts everything except her lock screen to the default settings. I tried looking for the pictures I'd put on her laptop for her and they've all disappeared. Like i'd never messed with it in the first place. Its taken off all of her personal files and things she'd needed for school that she can't ever get back.

    I looked up why it could be deleting files, however it says that Storage sense is the problem. The only thing with that is, well, it was never turned on in the first place. I tried looking up this problem and I've turned up with no other solutions.

    We've, both myself and her, have been having problems with Google Sync. It won't work the way that its supposed to and she's getting really frustrated with that too. (My mom's suggestion is to just have a simple code that will allow the computer program Windows 10 to update but keep all the files and the passwords without deleting them, please.) I work off of Windows 7 while she works off of windows 10.

    A few weeks, or months (I'm horrible at keeping track of days, apologies), ago she wasn't able to log on with her original account onto her computer. It'd said something had corrupted and decided to nope. It logged her on to a temporary file, but as of recently it seems that her original profile works. As of updating it at least. - I read this back to her and she's said that she had to redo everything. The sign up process etc. I'm not sure if it has anything to do with the above paragraph's problem, or if its just- something else?

    We're both at a loss for what to do and she's getting really frustrated with this whole thing. Though honestly I dont blame her. Please help.
      My ComputersSystem Spec

  2. philc43's Avatar
    Posts : 4,166
    64bit Win 10 Pro ver 1903 Build 18362.356 and W10 Insider Build 18362.10019 and 18980
       #2

    Hi Shadow,

    This sounds like a corrupt user profile and Windows creates a new temporary profile for her which will be the default settings taking her back to how the laptop was originally set up.

    The reason for why the corruption is occurring needs to be found and it may be due to a hard disk failure. Please start by filling in all the details of her laptop in the My Computer section - see bottom left of your post. This will help us gather some information. You can also provide us with the logfiles we use for BSOD analysis. This can be done by getting her to follow the procedure described here: BSOD - Posting Instructions
      My ComputersSystem Spec

  3.    #3

    philc43 said: View Post
    Hi Shadow,

    This sounds like a corrupt user profile and Windows creates a new temporary profile for her which will be the default settings taking her back to how the laptop was originally set up.

    The reason for why the corruption is occurring needs to be found and it may be due to a hard disk failure. Please start by filling in all the details of her laptop in the My Computer section - see bottom left of your post. This will help us gather some information. You can also provide us with the logfiles we use for BSOD analysis. This can be done by getting her to follow the procedure described here: BSOD - Posting Instructions

    Sorry about that, I put her computer under "System 2" That was about as much information as I could understand. I'll get on to the Log files. I'm typing this up on my own computer, So i'll have to transfer that link to my mom's before I can. I hope it helps a bit? If not then I'd be more than happy to write it here.

    I'm sorry, I got really lost navigating the PSU, CPU, IOU. (If there was a sweat drop emoji i'd put it here.) I hope that helps a bit?

    Edit:

    The Log collector has just finished and while waiting for dxdiag.exe to finish.... after a 60 second time out.. It just has ps C:\users\temp.laptop and a string of numbers as well as a where it is... It won't let me close the box by pressing enter. Is this supposed to happen or did I mess something up. I hadnt touched it at all.
      My ComputersSystem Spec

  4. philc43's Avatar
    Posts : 4,166
    64bit Win 10 Pro ver 1903 Build 18362.356 and W10 Insider Build 18362.10019 and 18980
       #4

    These problems with the Log Collector and the appearance of temp.laptop in the file location shows that the original user profile has become corrupted. I would run a diagnostic check on the laptop to see if there is any hard disk failure or other hardware faults.

    HP provide an online diagnostic tool which should be a good place to start:

    https://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html
      My ComputersSystem Spec

  5.    #5

    So, I did the System Extensive Test. It was at a stand still at 1% for a little bit, then jumped up to 10% where it stayed until 2:12 am. (Not too long ago, its 2:16 right now.) It showed up as FAILED. The results are as followed:

    Long Drive Self Test: FAILED
    Disk Read Verify: PASSED
    Video Extended Memory Check: PASSED
    Battery Check: CANCELED
    IRQ Test: PASSED
    ROM Test: PASSED
    CPU Stress Test: PASSED

    The Failure ID that I got after it finished was: 9LKS3R-8NN9PW-XD7UQ1-61DU13 if that helps with anything.
      My ComputersSystem Spec

  6. philc43's Avatar
    Posts : 4,166
    64bit Win 10 Pro ver 1903 Build 18362.356 and W10 Insider Build 18362.10019 and 18980
       #6

    This seems to confirm that the hard disk is failing. You will need to purchase a replacement hard disk for the laptop unless it is under warranty. Have her backup any important files she needs.

    Because of the corruption it would not be a good idea to copy any of that over so I would suggest you do a clean installation of Windows 10 onto the new hard disk. The system will automatically activate as you have already had an activated W10 on the laptop and the digital license will be recognized by Microsoft.

    Instructions for a clean install can be found here: Clean Install Windows 10
      My ComputersSystem Spec


  7.    #7

    Oh oof. That expired a long time ago and we currently cannot purchase a new hard drive. Unfortunately that means we'll have to save up for one. I'll go searching to see how much it costs.

    But ah, one more question do you know how or why it would corrupt like this? Mom thinks that its because of an update, but i'm not really sure.

    The first time that she put windows 10 on her desktop computer, it wiped everything out. She lost everything that day.

    That happened 4 times to that computer because of windows ten updating, or trying to update. All of which lead to a BSOD. So we decided she needed a laptop, because the desktop was completely bricked. The laptop came with windows 10. The first two times it updated at that time was okay. She was able to continue with no problems.

    THEN, two years ago, it came out with upgrades because there was a problem so she had to, according to them, get the updates everything got wiped again. This has happened every single time since when it upgrades. It has ruined two of her computers now.

    Sorry I didn't provide this information earlier, she was really frustrated and I'd left her alone for awhile so she could calm down before asking this question and asking what happened.


    Edit:

    Mom and I would like to thank you for being so patient. I'm sorry this post sounds very, passive aggressive. She was getting frustrated and I was trying to translate what she said into third person.
      My ComputersSystem Spec

  8. philc43's Avatar
    Posts : 4,166
    64bit Win 10 Pro ver 1903 Build 18362.356 and W10 Insider Build 18362.10019 and 18980
       #8

    It is unlikely to be caused by the operating system. The diagnostic test is a check of the hardware and if the hardware is failing then any operating system is going to run into trouble. Hard disks can start to fail if they get damaged in some way by overheating, by shocks from hard knocks or drops etc. It is not uncommon for hard disks to fail, this is why we always encourage you to run full system backups and have a regular backup of your data files.

    The failure code can be decoded:

    Click image for larger version. 

Name:	image.png 
Views:	1 
Size:	22.8 KB 
ID:	246994


    In my opinion it is going to end in further errors and data loss if you keep on using the current hard disk.
      My ComputersSystem Spec

  9.    #9

    Thank you so much for everything. You're very appreciated right now. We've been trying to figure this out for awhile.

    She jokingly asks how much you charge to build computers.

    But, thank you again, have a great rest of your day or night.
      My ComputersSystem Spec

  10. philc43's Avatar
    Posts : 4,166
    64bit Win 10 Pro ver 1903 Build 18362.356 and W10 Insider Build 18362.10019 and 18980
       #10

    You are welcome! Sorry it was not a simpler solution. Laptop hard disks are fairly easy to replace but I understand the cost can be an issue especially if you need a technician to do it. You can also replace with an SSD (solid state drive) instead of an HDD like you currently have. This will significantly speed up the system for you.
      My ComputersSystem Spec


 
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