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JamesI
JamesI, Consultant
Category: Computer
Satisfied Customers: 806
Experience:  20 years managing and supporting IT infrastructures from end users through to design of cloud based systems.
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The mouse pad on my old Lenovo laptop seems to have stopped

Resolved Question:

The mouse pad on my old Lenovo laptop seems to have stopped working. Is there anything I can do to fix it?
Submitted: 2 years ago.
Category: Computer
Expert:  Jerry Hannell replied 2 years ago.
***** *****nell :

hello sir/madam
I would like to help you, please let me know when you are ready

Customer:

I'm ready.

***** *****nell :

hi, are you using the computer in question?

Customer:

It

Customer:

Because the mouse pad won't work

***** *****nell :

we can try remote assistance and fix the problem together quickly

Customer:

Okw

***** *****nell :

can you please click here and run it. It will give you an ID and a password. Please tell me the ID and the password ***** I can connect to your desktop and fix the problem remotely.

Customer:

Not sure how long this will take. I'm using my phone and it is still showing the download symbol.

Customer:

Might it be quicker if you just tell me what to do?

Customer:

I can't find the download on my phone. Could you just explain how to get my mouse pad to work? Thanks

***** *****nell :

can you click start

***** *****nell :

go to all programs

***** *****nell :

and then accessories

***** *****nell :

do you see system tools?

Customer:

I need to use the mouse pad to navigate to Start

***** *****nell :

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.

Customer:

No it's fine. I reached system tools from the Start button on the keyboard. What will I do now?

Expert:  JamesI replied 2 years ago.
Good morning,
My name is ***** ***** I hope I can assist you today.
Do you have a spare USB mouse you can use, maybe borrow one from a desktop machine you have access to?
If this isnt possible I can talk your through using keyboard shortcut keys on the laptop to navigate through to the options your require.
However like my collegue would prefer to use remote assistance since this is faster, if you login to your laptop with the issue, Press the Windows Key + the letter E together My Computer should start up.
If you then press the Tab button once, and then the space bar you should be able to type in a web address.
If you let me know when you are ready for the web address I can give you the link you need to go to.
James
Customer: replied 2 years ago.

Hi I think I am at the point where I can type in a web address

Expert:  JamesI replied 2 years ago.

Hi sorry for the delay please type in https://broker.gotoassist.com/h/ao?Question=DR880-714-876

Please accept any message which pop up, requesting you to download or run the program.

This can be done by using the arrow keys on the keyboard to highlight the correct button and pressing space bar in place of a mouse click to select the button.

Expert:  JamesI replied 2 years ago.
Hi the link above will expire shortly please let me know when back on line any ill give you a new link.
Customer: replied 2 years ago.

Hi. Sorry, I didn't get the link on time

Ready to go now

Customer: replied 2 years ago.

Hi James. I hope I didn't cancel our consultation by mistake. I would still like your assistance

Thanks

Expert:  JamesI replied 2 years ago.
Hi, its ok the new link is
https://broker.gotoassist.com/h/ao?Question=DR257-068-280
They are valid for 20 minutes
Customer: replied 2 years ago.

It's being blocked because of the security certificate and I don't think I can navigate to unblock it without the mouse pad

Expert:  JamesI replied 2 years ago.

You should be able to press the tab key to highlight the option to "proceed" you should see a grey dotted border around the buttons as you press the tab key.
It may be worth double checking you have typed the link in correctly, since you shouldnt be getting any security certificate issues, you may get a Java message though at the top.

Customer: replied 2 years ago.

This is proving impossible. Can I go and try to borrow a mouse from someone and get back to you?

Expert:  JamesI replied 2 years ago.
By all means, ill reissue the link as it has now expired again
https://broker.gotoassist.com/h/ao?Question=DR651-495-300
Customer: replied 2 years ago.

Thanks. I'll get back to you later

Expert:  JamesI replied 2 years ago.
Ok,
If you goto https:\\broker.gotoassist.com/h/ao?

Then drop me a response I will give you the code to use so we can start a remote session, sorry this is taking so long, however confident we can get you working once you get get to the link.

J
Customer: replied 2 years ago.

Hi James. I've managed to get a mouse now so I can navigate if you canssend a new link

Third time lucky

Expert:  JamesI replied 2 years ago.
Sorry about the delay, please use code 201-177-628
Customer: replied 2 years ago.

Done

Expert:  JamesI replied 2 years ago.
It should ask you to run something, and then prompt for you to proceed with loading Goto Assist, if you click yes that should be it
Expert:  JamesI replied 2 years ago.
Hi it shows the session was ended, please go to
https://broker.gotoassist.com/h/ao?Question=DR717-590-268
Customer: replied 2 years ago.

Hi, the computer asked me to reboot so I've done that

I'll let yoi know when I'm back online

Customer: replied 2 years ago.

Can you send a new code? Thanks

Expert:  JamesI replied 2 years ago.
https://broker.gotoassist.com/h/ao?Question=DR219-348-028
Expert:  JamesI replied 2 years ago.
Are you running into problems or just need some time?
Expert:  JamesI replied 2 years ago.
I would appreciate if you could rate the level of service you have received today.
Have a good weekend.
J
JamesI, Consultant
Category: Computer
Satisfied Customers: 806
Experience: 20 years managing and supporting IT infrastructures from end users through to design of cloud based systems.
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