Hello my name isXXXXX will be assisting you today. I am sorry to hear that you are having trouble with your PC. I will try my best to help you.
Sir/Ma'am when did this problem started?Are you currently chatting from the problematic PC?
You are welcome.
It just happened yesterday and yes I am on the problem PC under a different user which has child precaus
Do you have another PC where you can chat to me and at the same time do the instructions ?
I have a tablet and smartphone but no other PC
I could take my PC to my friends house she has a PC.
Not necessary.Tablet will be enough in that way we wont get disconnected when we restart the PC.please open your email account on the tablet which you have registered with justanswer
once you are in your email account look for a email from justanwer that says welcome email and let me know
Doing that just now
Thank you.let me know once you opened welcome email from justanswer
I have opened to email
did you open the justanswer welcome email?
good in that click on check answer and it will show up this question click on it and it will open this same chat page on the tablet.
do not close the chat page on the problematic PC.let me know whether you can send messages from your tablet
I have tried several times to put my old password XXXXX but it will not accept it.
you mean password XXXXX justanswer page ?
Yes, on screen is requesting 'Change Password'
no do not change the password
in the welcome email you can find your user id and password XXXXX justanswer use that to login
I am sorry John but I am in 'Welcome tp
I am sorry John but I am in 'Welcome to JustAnswer, I don't see any id or password. It is telling me
Step 1 Change password
Step 2 Check answer status
its on the bottom of the welcome page
Below Change password
did you see it ?
it is now telling me thta my old password XXXXX niot march current password,
John, I have the the password XXXXX is that the one you want me to put in as new or as the old password
i believe you are in the password XXXXX section that is why its asking for old and new password,click on login on the top of the justanswer page in the tablet then enter the password XXXXX have
I can also try to remote access to this problematic PC and check the user profile issue but to install remote access tool you need administrative privilege.
John I cannot see 'login in'
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
John you can access my computer via remote link
i am not sure whether it works because you are in standard user account now,but we can try it one moment please
Please click on this link http://126.96.36.199:8040/?Session=84d7b887-ab74-44f8-82f0-ba50f4af1a5f 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.
i hope you can see my replies in the tablet now
Restart the computer then press F8 repeatedly when you see the manufacturer start-up logo . You need to press F8 before the Windows logo appears then you will get Advance boot Menu on the Advanced Boot Options screen, use the arrow keys to highlight the Safe Mode with Networking and then press ENTER.
i will resend it.
did you see it this time
yes restart the pc and do as the instruction says
let me know whether you get into safe mode with networking
are you in safe mode with networking ?
did you select customer user account to login?
OK but it did show you a desktop and icons on it ?
i didn't get your last reply correctly also did it show you a desktop and icons on it ?
i believe you meant even log
my question is does it opens a desktop screen and start menu ?
Good click on start then type rstrui.exe and press enter
you need to type that in the search box and press enter
see if that open system restore window
good now select a restore date where your computer worked fine and then continue with the restoring process
i believe the system worked fine on that restore date
LOL but i don't drink
I am very glad to know that i really appreciate your cooperation and patience too.
Is the system restoring or restarting now?
OK will take sometime
it is restarting the PC to normal mode,see if you can login to customer account without any error.let me know
Glad to hear that,see if the system is working normal
try opening some of your usual applications and browsing webpages
Let me know
Good now shut down the PC for 2 mins then turn it on again
then check one last time to confirm its OK
let me know
does it show updating on the screen?
you mean it has shut down now?
ok good,wait for 2 min then turn on again
Good.let it boot
Glad to know that,Is there anything else you like to know?
I apologize for all inconveniences that caused for opening remote session and opening the chat on the tablet.
You mean to clean up
avoid such applications that says it will fix the errors and speed up the PC,most of these applications can only do harm than good.if you want i can give you some instructions which you can try when you are free to clean up the system
please give me 2 to 3 mins to prepare that instructions
1.Please click on this http://www.filehippo.com/download_malwarebytes_anti_malware/download/ecf14848530d11a2f09a94b92a69fcfa/ (Do not click on any other links in the web page the download will start shortly once you can clicked on the link i gave you. It’s a free antivirus program just for scanning the full computer. It won’t work as real-time protection anti-virus) Download and install also update it now run a full system scan. If it finds any threats click on view results and select all and remove the threats.
2.Please click on this link http://www.piriform.com/ccleaner/download/standard its a cleaner program but its harmless also free too.download and install it then use it to clean unwanted files 3. Click on start then type inetcpl.cpl in the search box and press enter that will open internet properties window now click on delete under browsing history>>>select everything then click delete. Now click on security tab>>>then click on reset all zones to default level (if that option is enabled) >>>now click on advanced tab >>>click on restore advanced settings then click on apply. Now click reset then another window opens in that select the option delete personal settings…. Then click on reset 4.click on start>>>computer >>Right click on C drive>>>properties>>>disk clean-up>>>select all the options and click OK then click on delete.
5. Open my computer>>Right click on C drive>>>properties>>>in Tools tab click on check now then you will get another Window in that tick both options and click on start.it will ask to schedule the disk check-up in next restart click yes and restart while restarting don’t press any key because it will cancel the disk check-up process.
6. Click start>>>All programs>>>Accessories>>>System tools>>>Click on disk defragmenter. Now click on C drive (that will highlight C drive) now click on Defragment disk
7. Please click start>>>all programs>>>Accessories>>>Right click on command prompt and click on run as administrator that will open command prompt window (Black window) in that type sfc /scannow (there is a space between sfc and /scannow there is no space between / and scannow) Then press Enter. That will check the operating system file integrityI hope this will give some change in the system performance also try to avoid installing third party applications that says fixes the errors and speed up the PC.You can check these instructions whenever you needed from your email like you opened this page in the tablet.do it when you are free.
The programs i mentioned in the above instructions are free or trial versions so you do not need to pay for any of it
None of the above steps will do any harm to your personal files but as a precaution you can back up before doing the above instructions.Is there anything else you like to know?
Glad to know that.If you are satisfied with my services/answer please rate me using the options just below this chat box select the rating and click on submit that will do it some bonus will be well appreciated. Wish you a God blessed New Year. If you need any help in the future please use this link to ask for me http://www.justanswer.com/computer/expert-john/
No need you can open this page in your PC like you opened this page in the tablet then you can do it
You are welcome.do not forget to rate me.