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hello sir/madamI would like to help you, please let me know when you are ready
I am ready
Hi, are you using the computer in question?
we can try remote assistance and fix the problem together
can you please click on the link below and run it. It will give you an ID and a password. Please tell me the ID and the password XXXXX I can connect to your desktop and fix the problem remotely. I will be here waiting for your next message.http://tiny.cc/z5lvcx
I have clicked on the link. What next?
it gave you the program? (download)
I clicked on Save and Run. What happens now?
can you select run
it opened the program?
No because the pop up has gone
http://tiny.cc/z5lvcx can you try again
Tried it twice. Clicked on Run. Nothing is happening
can you save it to your desktop?
Saved on D drive - Recovery
now can you open your d recovery drive, and double click the file you have downloaded
it won't open
what is the error ?
I cannot find an error it just won't open
I am out of ideas, let me opt out and open this question to other experts. remote assistance may be needed.if no expert opts in, we can continue.
To switch off the computer you have to direct the on screen mouse arrow to the top right hand corner and click it .Five symbols appear down the right of the screen. The bottom one of these is 'Settings' Click on this and one of the options which appears is 'Power'. Click on this and one of the options is 'Shut Down'. Click on this and a statement comes up to say I may lose data along with the option to 'Shut Down Anyway'. Click on this and nothing happens.Also a further problem - the small Vodaphone window will not close.
Nothing happens. The hourglass appears for a few seconds but the picture and the Vodaphone window stay on the screen.
Sorry, I should have been more explicit. Nothing happens after I click on Command Prompt (Admin) except the hourglass appears briefly
Yes, the black window comes up and displays C:\users\stuart k> (stuart k is me by the way)
Yes, it opens and displays the message as before C\users\stuart k> and a cursor which suggests it is waiting for further input.
When I got the black window up and typed in the commands you suggested it kept telling me that I was not authorised to do this. However, I tried again to switch off the computer by the little on - off switch above the top left hand corner of the keyboard. This had not been working during the period that the problem had been around but this time it worked and the computer switched off. When I switched it on again it took a long time to boot up but when it did it worked normally. I have switched it on and off a few more times and all seems ok. Thanks for your help.