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you could try reinstalling the operating system

Reinstalling an operating system (Windows) is a process of last resort.

There are many troubleshooting techniques that can be explored and PCHF has many experienced computer people that in many cases can resolved a problem without resorting to reformatting.

Remember, each time a computer hard drive is reformated and Windows is reactivated is one less time the owner has before they have to purchase a new licence for the Windows operating system.