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Loading circle doesn't show when trying to do windows reset

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My sons laptop won't load anything past the acer loading screen. The green circle doesn't appear so I can't follow the steps to reset windows 10. It just says Acer explore beyond limits.I tried the alt + f10 and nothing happens. They sent me a USB to use to recover the laptop but nothing happens when you insert the USB. Am I missing something? What really is the problem and how do I fix it?


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