Hello my name isXXXXX will be assisting you today. I will try my best to help you
Thank you for joining the chat.Sir do you see this on Internet explorer?Is this windows 8 or 8.1?
OK do you see this on Internet explorer?
on the desktop when I select an Icon
Can i remote access to your PC and check the issue you are facing. It’s secured and integrated with our site also you can see what all i am doing in your PC. Let me know so that I can give you the link to do that
OK go ahead
before i do that are you currently using Internet explorer to chat with me?
yes but on another computer
so you are not communicating to me from the problematic PC ?
that is correct
Do you want me to change over
Not necessary.can you open internet explorer on that problematic PC
Its the Big e icon like this
My default page is the desktopbride
That is OK.Now type this web address http://tinyurl.com/kld2d34 on the address bar of Internet explorer and press enter.Then you get an application installation window in that click on Run. Then you will get another window in that click on join session. That will let me access your pc and check the problem. If you have any difficulty in connecting disable antivirus/firewall and try again also try the method it shows on screen connect window. Let me know once it’s connected. If you have any trouble connecting please let me know. Once I have access to your PC i will send a short message through the remote chat screen.
Address bar is located on the top of Internet explorer like this
Sorry I need to get out of the desktop to be able to type this in
please do to type in on the other PC and follow the instructions so that i can access that PC and check it
I have typed in on suspect computer screen
but it does not want to do anything it has just stopped
did you type it on the address bar on the problematic pc this is the address bar
marked in red is the address bar
once you entered the address then press enter
This is windows 8 and has no address bar as such
just a desk top
You need to open Internet explorer first in explorer you can find the address bar
did you manage to find the address bar on Internet explorer
I am not sure where internet explorer is? I have a desktop
can you see a big e icon
Ah Internet Explorer is not my default browser that is why I cant find it
Windows 8 just uses the screen
see if this video helps you open Internet explorer http://www.youtube.com/watch?v=bUfSnCWAgY0
you do not do other things it shows only check how it open Internet explorer
let me know once you have opened it
I am not really winning.
This virus is a nasty one
OK then can you open this webpage on the problematic PC https://join.me/
can you open the join.me webpage?
I am working on it but the virus keeps hijacking the page
If it helps when I type in google.co it comes up with the message Aw,snap
If its that nasty then you can boot in safe mode with networking and check it
forgotten how to do that:!
one moment i will give you a link that shows how to do it
please refer this link http://windows.microsoft.com/en-us/windows-8/windows-startup-settings-including-safe-mode
I will just power right down and try that. thanks
You are welcome,let me know once you are in safe mode with networking
You are welcome. will wait for your reply
did you manage to restart in safe mode with networking ?
sir did you manage to boot in safe mode ?
i am not getting any reply from your i believe you are busy so i will leave some instructions in here so that you can try it when you are free.
Once you are in safe mode with networking 1.Download Adware cleaner from this link http://tinyurl.com/ccvc56s download and save it then run the scan on it and it will show a list of adwares click on clean to remove the adware 2.Download malwarebytes anti-malware using this link http://www.malwarebytes.org/ select free version.download and install it then update if after that run a full scan and if it shows any threat click on show results and select all the threats and remove it3.After that restart the PC and check it and please let me know the status
If it worked please rate my services/answer positively using the options just below this chat box select the rating and click on submit that will do it. If you feel the need to rate me negatively, please stop and let me know what else you need to know so that I can help you further.Have a Great God Blessed Day. If you need any help in the future please use this link to ask for me http://www.justanswer.com/computer/expert-john/
Hi are you there
were you able to do the above steps in mentioned?
Hi John, can we continue with the above problem. I have booted the computer up into safe mode with a black background and icons. I have a cusor
sure we can continue.
Is it just safe mode or safe mode with networking?
thanks. I am in "Safe mode"
You are welcome.Is it just safe mode or safe mode with networking?
To check it see if you can open webpages in the problematic PC
When I click on an icon in the "safe mode" It high lights the icon and then reverts to a page which says Aw, Snap! and locks up but I do have an active cursor
I believe you are using Google chrome to open webpages am i correct
Yes that is correct
Is this the screen you are getting
Which antivirus is installed in your pc ?
Norton Internet security
OK while you are in the desktop press ctrl key then press R while holding the ctrl key that will open run window in that type iexplore.exe and press enter see if that opens internet explorer
No luck nothing happens. The cursor shows and I can move it about
My mistake it was window key not ctrl key.i am really about that
here is the image of a window key
Yes that works and I have a RUN BOX
good now type iexplore.exe and press enter see if that opens internet explorer
It opens a snap.do input box. Also Windows * error scan is now available box
Windows 8 Errors scan is taking place
ok in the address bar can you type https://join.me/ and press enter see if that opens join.me page
3/4 done so far!!
where is this scan taking place on the web browser Internet explorer?
It opens join me
is this the page you are in
start meeting join meeting boxes displayed
Click on start meeting and wait for 2 or 3 seconds then a download will start download and install it
Once join.me is installed please open it and let me know
good let it install and then let me know
It is installed and says I have been upgraded
going pro on us
no need to go to pro
OK can you see share button on it click on and it will generate a 9 digit code let me know that
once i have the code i can screen share to your PC and check the chrome issue directly
Thank you one moment please
I have a start meeting not pressed yet
Is the system stuck now?
I have a "this app cant open"
OK press window key and R again
system is totally uncontrollable.
click on OK in the Run box
OH I have a run box with I explore seems locked up
My cursor is active
press ctrl+alt+del key then select task manager
Astronomy program quite old put it on the computer recently
you can remove it
will do but first my remote screen is flickering a lot which is difficult to see properly so let me fix that first
Be back in two mins
Good the other remote screen i used is also flickering so i believe i will have to adjust with it
please open internet explorer again by using run box
sir are you there?
sorry say again
i cannot even type anything or do anything.the screen is showing cannot open message sometimes.so please do this while in the chrome press CTRL + SHIFT + N
click on internet explorer
please click on the internet explorer the e icon
Do you want me to press ctrl - shift-N?
i told that way back
now press CTRL + SHIFT + N
Not doing anything
click inside the chrome and try once again
open google chrome first then press CTRL + SHIFT + N
i believe that didn't do anything
click on the internet explorer the e icon
I am pressing ctrl shift +n
cancel it then click on the internet explorer the e icon
Shall I shut it down and start afresh?
i will restart from here
then will try once again if that also fails then the only option is to back up the data you needed then re-install windows 8
once the system is back online open join me again and then generate a new code and let me know that
you mean on chrome?
can you open join.me and then click on share to generate 9 digit code
How did we do that
can you see a join me icon on the desktop
If you cannot find it on the desktop go to all apps then look for join.me and open it
I am looking at all the apps
in that scroll and look for join.me
No join me
I found it somewhere else in Windows 8
ok can you open it
you can also use the search to look for it
Still looking :))
There is a search option in the apps section in that search type join.me and it will find it for you
did you find it?
This is how the widows 8 search looks like
In windows 8 there is a join me app
yes please open it
I am not winning at the moment. I will have to take a break and start afresh. after lunch!
Thanks so far
you are welcome,one moment
I will leave some instructions which i gave you yesterday too.Open internet explorer and try to do it that is the only thing left other than re-installing windows
First open internet explorer then then download the following.1.Download Adware cleaner from this link http://tinyurl.com/ccvc56s download and save it then run the scan on it and it will show a list of adwares click on clean to remove the adware 2.Download malwarebytes anti-malware using this link http://www.malwarebytes.org/ select free version.download and install it then update if after that run a full scan and if it shows any threat click on show results and select all the threats and remove it3.Go to control panel and then go to programs and features then uninstall Google chrome.if you want to keep the the bookmarks uncheck the option to delete everything when the uninstallation starts then continue with uninstallation after the uninstallation restart the PC 4.Then go to https://www.google.com/intl/en/chrome/browser/ and download and install Google chrome Now check it and let me know the status