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Kamil Anwar
Kamil Anwar, Computer Support Specialist
Category: Computer
Satisfied Customers: 148
Experience:  8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
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I am a computer numpty and have been attempting to speed up

Customer Question

I am a computer numpty and have been attempting to speed up my PC and update my drivers. I use Windows XP and am aware it will very soon be unsupported. I found a site called driverupdate.net which seemd reputable. When I attempted to download the product, I was redirected to a free helpline and spoke to a lady who shadowed my computer. She typed several codes into the run box and checked a box that looked into all the 'events' that had recently taken place on my PC. "Sh*t!" she exclaimed! Apparently, a lot of events means that there is a major problem with my PC. Apparently, I have a virus called 'Bonjour' but isn't that related to Apple Inc.? Worried, I purchased support from Advanced Tech Support. A guy will sort out these issues tonight while I sleep. My question is have I done the right thing? Are they reputable? If not, I will call them and halt proceedings. Should I just go back to Dell and renew support with them? Sorry if this all seems a bit confused. Thank you. Sara
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.

Michelle :

Hello. My name is Michelle and I will be assisting you today.

Michelle :

i dont know who has contacted you and what have they told you about the virus on your computer.

JACUSTOMER-wvs9x5s8- :

I was redirected by the driverupdate.net site to the Advanced Tech Support company based in the USA

Michelle :

if you have checked the company's credential its your decision to work or not work however you have posted your question here and i am ready to answer as our company is rated A+ BBB we are into tech support from many years and we provide 100% satisfaction guarantee

Michelle :

bonjour is an apple program and not a virus.

Michelle :

if you want to get your pc speed up i can help you fix it.

Michelle :

I will remotely connect to your computer and work on solving your issues while you watch.

JACUSTOMER-wvs9x5s8- :

Great. Thank you. WIll there be an additional charge?

Michelle :

no there will be no additional charge

JACUSTOMER-wvs9x5s8- :

OK. How do I go about you shadowing my computer?

Michelle :

Click the Link above

1) Click Join
2) Click Run/OK/Yes/Allow if asked
3)Click Allow /Run/Ok if asked by Anti Virus
4)Let me know any issues

JACUSTOMER-wvs9x5s8- :

Will do. Thank you.

Michelle :

ok

JACUSTOMER-wvs9x5s8- :

OK. I think we are ready.

Michelle :

let me connect now

JACUSTOMER-wvs9x5s8- :

OK

Michelle :

will take a minute

JACUSTOMER-wvs9x5s8- :

OK.

Michelle :

let the tool complete the scan and let it complete

Michelle :

once done you can reconnect to the remote and i will be working on it for another 10 mins then we are all set.

Michelle :

is it still running

JACUSTOMER-wvs9x5s8- :

There was an abort message and it took a very long time to even rewconnext to the internet. I think it is done now.

JACUSTOMER-wvs9x5s8- :

It is not running in TAskmanager

Michelle :

did you get a notepad at the end after it rebooted the computer

JACUSTOMER-wvs9x5s8- :

NO.

Michelle :

are you on the windows screen now

JACUSTOMER-wvs9x5s8- :

Yes.

Michelle :

when i got disconnected did combofix gave a popup as turn off your antivirus

Michelle :

i told you not to turn off just press ok to proceed futher

JACUSTOMER-wvs9x5s8- :

No, it all disappeared. I did not get those messages.

JACUSTOMER-wvs9x5s8- :

Shall I run it again?

Michelle :

ok no problem

Michelle :

yes please run it again there is the icon on the desktop screen

Michelle :

combofix

JACUSTOMER-wvs9x5s8- :

Running now

Michelle :

alright

JACUSTOMER-wvs9x5s8- :

It seems to have finished and has now disaooeared from my screen.

Michelle :

not disappeared it will ask you to reboot with a message

Michelle :

please wiat

JACUSTOMER-wvs9x5s8- :

ok. Its not showing as running on task manager. Does that mayyer?

JACUSTOMER-wvs9x5s8- :

matter, I mean.

Michelle :

no you can reboot the computer

Michelle :

and open email and post me a reply

JACUSTOMER-wvs9x5s8- :

I just got the message about the antivirus. Shall I switch it off or just press OK?

Michelle :

no

Michelle :

dont turn off just press ok and let it proceed

Michelle :

it has not even started the scan

JACUSTOMER-wvs9x5s8- :

OK. I have done this.

Michelle :

you will see a blue box with messages stage 1 to stage 55

JACUSTOMER-wvs9x5s8- :

OK. AM I able to work while this is going on?

Michelle :

no dont work now till it finished

JACUSTOMER-wvs9x5s8- :

OK. It has given me a second message to say that it is still running tho McAfee is still on. I clicked Ok to this too. It did state it was at my own risk!

JACUSTOMER-wvs9x5s8- :

Blue screen is on now. Nothing in the screen as yet.

Michelle :

there is a problem with the computer that is why its taking time to run

Michelle :

please dont interrupt this might take a bit of more time as it runs normally but this will fix the problem.

JACUSTOMER-wvs9x5s8- : Ok. I will leave it. Thank you.
Michelle :

no problem, just keep an eye on this chat after 5 mins or reply back

JACUSTOMER-wvs9x5s8- : It's still creating a restore point at the moment.
Michelle :

no problem let it take its time

Michelle :

if you interrupt the system might have a problem in booting

Michelle :

still running

Michelle :

check the taskmanager

JACUSTOMER-wvs9x5s8- : Still running. It is downloading a programme from microsoft. The recovery console
Michelle :

okay

Michelle :

no problem. I know this normally dont take this long but if its taking this much of time that means the computer do have a major issue.

JACUSTOMER-wvs9x5s8- : Ok. Do you think I will need a technician to come out? I am very sorry for taking up so much of your time.
Michelle :

no not at all

Michelle :

is it still running

JACUSTOMER-wvs9x5s8- : It is. It has completed stage 2
Michelle :

ok good it has started then

Michelle :

it will go up to stage 55

Michelle :

please do not loose patience it will fix everything

JACUSTOMER-wvs9x5s8- : Ok. I need to hand some translation work in soon. Is it now safe to work on word and send my file?
Michelle :

on this problem computer?

Michelle :

no please allow some more time to finish it the process will be more slower if you start working on the computer till its finished

JACUSTOMER-wvs9x5s8- : Ok. Will do.
Michelle :

alright

JACUSTOMER-wvs9x5s8- :

It is only on stage 3.

Michelle :

okay

Michelle :

do you want to rerun it

Michelle :

as this does not look normal

JACUSTOMER-wvs9x5s8- :

Could that be quicker?

JACUSTOMER-wvs9x5s8- :

If I stop it will it have an adverse affect on my machine?

Michelle :

thats what it says

Michelle :

however i have tried many times but the computer has crashed in a one is to hundred ratio.

JACUSTOMER-wvs9x5s8- :

It says it will be harmful if I stop or quicker if I re-run it?

Michelle :

if you want you may but i would not till its finished.

Michelle :

my internet would die for some time as i am running on a battery backup incase it does please reply back and i will get online as soon as possible.

Michelle :

i know that computer problems sometimes take a longer time then expected

Michelle :

to be fixed

JACUSTOMER-wvs9x5s8- :

It has moved to stage 4 so I will keep it running. See you anon.

Michelle :

if you have another computer or a laptop please use that for your work if its important to reply however leave this computer to complete the scan process.

Michelle :

let me know the status when you are online

JACUSTOMER-wvs9x5s8- :

Will do. I will have to sign off for now. Thank you very much for your help. :)

Michelle :

post me a reply message when you are online

Michelle :

justanswer email

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