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?
What is the error message it shows when you try to open Chrome ?
Also which is the anti-virus installed in the system?
Unable to Access Network
which is the anti-virus installed in the system?
Norton antivirus is installed and mcafee virus scan
Running multiple anti-virus sometimes causes it.What are the other programs that are blocked?
firefox. also I tried to download a driver restore program this morning called River Restore, but it also can't access the internet. never had this problem before.
OK thank you for the details.have you tried system restore ?
no. 1) not sure how to do it 2) nervous re what might do to recent work...
how do I know when the most recent restore point was
I will guide you to do that also i can assure you none of your personal data or work will modified,it only changes system settings.
ok thanks let's try it
Before that i will explain how you can get back to this page after the system restart because during the system restore the system will restart.
ok I was wondering about that
Please bookmark/add to favoritesthis page, use that bookmark or favorites in case you accidentally close this page during this conversation. You can also get back to this page using the email send by just answer to your email address regarding this question. There is view answer button in the email click on that and you can open this page.If it asks for login details check justanswer welcome email in that you can find your login details. Use that login and get to my questions page there you can find this question click on it to open the chat.If this page shows loading message refresh this page couple of times and it will load normally.
did you understand ? let me know
I never use explorer... where are the favourites and bookmarks options located? Also I don't understand your remarks re the email click on... can you please clarify both? thanks
You only needed to follow one of the method either using favorites or using the email.i will explain the email way.
Please open your email
OK I have the email
did you see a welcome email from justanswer?
yes I have a welcome email, a confirmation of payment email and a view your answer email
open the welcome email then you can see an option to check the answer click on it
OK because my default browser is chrome, it won't open the link
ok then in the welcome email can you see your login id and password XXXXX justanswer
its just below that check answer option
no need to share that id and password XXXXX me
I only have 2 options: create a password XXXXX check your answer. I didn't create an 'account' as I don't want one
sorry I've just seen it in the fine print!!
I have both the id and password XXXXX
now open justanswer.com in internet explorer
ok. done. want me to log in?
use the id and password XXXXX found in fine print
OK its says I've not asked any questions yet. do I refresh?
That is strange.are you in the my questions page
Yes and it says:
can i remote access to your PC and check it
what does that mean re my security
Remote access is used to access your PC and check the issue you are facing and fix it,its secured and also you can see what all i am doing in the PC.let me know
ok go ahead
Open this webpage https://secure.join.me/Download.aspx?installer=win&webdownload=true Download and run it then open it and click on the share in the join me program,which will show you a 9 digit id please let me know that.
question first: does this give you access to my computer:
1) for all materials on the computer? 2) beyond the present moment - ie later today tomorrow etc
yes it will give me a one time access only
is there another way of doing this?
Sir you do not need to worry about your data or your privacy you can see what all i am doing and my only intention is to fix the issue you are facing.
ok but though this may seem odd, can you provide me with some ID (eg. a full name)? I'm not used to being asked to give access outside - and I've been using PCs for more than 25 years
no worries i will give you my id and our sites
This is my profile page http://www.justanswer.co.uk/computer/expert-john/ This is our sites http://ww2.justanswer.com/about-justanswer
On the bottom of site page you can see its verified by BBB and have A+ certificate
John my concern is that you or someone else will be able to access my PC and files beyond this moment in time. Whether I can see what is happening today or not doesn't really help me - besides I've heard of things going wrong after such a procedure. I'm sure you are an excellent technician and it would be easier to do it this way BUT I'd feel better if we could go an alternative route, even if it involves a series of steps. Is that doable?
I can help you through this chat page but after the restart if you cannot get back to this page then that is the problem and that is why i asked remote access.also once you remove the remote access program once i am out from your pc too.
if you do not want remote access then i will tell you how to add this page to favorites but may not work properly after the restart
shall i tell you how to add this chat page in favorites in internet explorer
OK tell me how to go from favourites, but the justanswer.com page still says I've asked no questions. Is there an email address I can use to re-contact you should the site not let me into this conversation? At least then you could perhaps give me a link after the reboot. It's pretty ridiculous that I've paid for a service I may not in fact be able to use without sacrificing security
Sometimes the question you asked shows up after a while.Here is our sites contact number 0808-168-0054 in case you cannot get back to this page.The remote tool i offered is only for one time connection to get connected next time you need to give another id.if you do not want the remote access then its fine i only wanted to show you how to get back if get disconnected.
To add this page to favorites click on star button on the top of the internet explorer
you have to do the above while you are in this page
OK thanks john I've added it to favourites
once you have added this page to favorites please let me know so that we can continue with system restore
You are welcome.
I've also made a record of our conversation remotely so that I have that for reference too.
ready to go
Good.now to open system restore press window key + R key that will open run box type rstrui and press enter
let me know once the system restore window is opened
Ok that window is open
now does it show a restore date in it ?
No. do I need to click next first?
It shows 26/05/2014 14:23:34
i believe the system worked fine on that date
yes I think it did.
select that date and continue with system restore process
Ok doing that
the system will also restart the PC during the process
yes understood. hoping for the best.
Good.let me know the status after the restart
its preparing system now
Sir i have switched to Q&A mode hoping that you will get this in your email and you can use this to reply back to me.Please let me know the status after the system restore.
Note: - To get my reply quickly refresh this page or you can check your email which also shows a notification email immediately after i reply.
John, the system restore seems to have worked on the programs I've used thus far. Thanks for your assistance and helpful attitude throughout. It is appreciated. Kind regards.