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Jess M.
Jess M., Computer Support Specialist
Category: Computer
Satisfied Customers: 6404
Experience:  Computer Hardware & Software Specialist - 10yrs Exp, Web Designer & Developer
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every time I open an e-mail I get a pop-up, mostly confused.com,

Resolved Question:

every time I open an e-mail I get a pop-up, mostly confused.com, please help.I am even unable to get to aol help.
thankyou, peter
Submitted: 2 years ago.
Category: Computer
Expert:  Jess M. replied 2 years ago.
Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.

What antivirus program are you using in your Windows 7 computer?

Please let me know so that I can help you further.

Best regards,
Jess
Customer: replied 2 years ago.

Hi Jess, I am running norton 360 and total system care

Expert:  Jess M. replied 2 years ago.
Hi Dave,

Thank you for writing back with that information. I believe these pop-ups are brought or caused by some software, legitimate software, installed in your computer that installed other software like toolbars. Thus, the antivirus software was unable to stop it since they were legitimately installed.

Can I remotely access your computer so that I can directly assist you in eliminating these pop ups? Remote access is an optional tool but it is safe as you will be watching your screen and we can chat right there in your computer and it is a faster mode of help.

Please let me know so that I can help you further.

Best regards,
Jess
Customer: replied 2 years ago.

please do Jess, I doubt if I could do it ,even with your help

Expert:  Jess M. replied 2 years ago.
Thank Dave.

In order for me to remote in, we need a remote access tool. Please click on this link below, click on the green Agree button and download the remote access tool.

After downloading, double click on the downloaded file and run it. Here is the link:
http://www.justanswer.com/remotedesktop/join.aspx?Session=46dd0472-7ff4-4bdb-b187-feb6073995a3

I will be waiting for you in the remote session Dave.

Best regards,
Jess
Expert:  Jess M. replied 2 years ago.
Hi Dave,

How is it going? Were you able to download and run the remote access tool using the link that I gave you? If you need assistance in running the remote tool, please let me know. I am still here to help.

Best regards,
Jess
Customer: replied 2 years ago.

Hi Jess I cannot get the program to run, please help

Expert:  Jess M. replied 2 years ago.
Oh... I am sorry about that. I am still here to help.

Here is our remote session link again;
http://www.justanswer.com/remotedesktop/join.aspx?Session=46dd0472-7ff4-4bdb-b187-feb6073995a3

Please click on that link, and then click on the green Agree button and it shall prompt you to download the remote tool. It is called Elsinore.Screen.ConnectClient.exe. Have you downloaded that exe file?

After that download, locate and then double click on the downloaded file, it shall run the remote access tool.

Keep me posted. If you are getting any error, please let me know as well. We can use other remote tool also.

Jess
Customer: replied 2 years ago.

Jess, sad to say it will not download

Expert:  Jess M. replied 2 years ago.
Dave,

What happens when you click on the link I gave you? Did you see the download prompt? Or no prompt at all?

Please check any dialog boxes that might be open in the background by minimizing your windows one at a time. A download box could have been open there that needs your action like clicking of a button.

Keep me posted.

Jess
Customer: replied 2 years ago.

Hi Jess it will not open, a message appears asking quote your browser has blocked this program, click here to run, which i do but it is just trying to download,( the little box at the top of the screen) i click on rerun etc: but nothing

Expert:  Jess M. replied 2 years ago.
Dave,

I believe this is caused by your browser being hijacked by the pop-up system. Are you still able to download anything using your browser? Were you able to download anything recently?

Are you using Internet Explorer to download the remote tool I gave you? Or are you using your AOL Desktop software 9.7?

I highly recommend downloading another web browser as an alternate. I suggest Firefox. If you already have Firefox there, please run it and then copy and paste the link I gave you, posted below:

http://www.justanswer.com/remotedesktop/join.aspx?Session=46dd0472-7ff4-4bdb-b187-feb6073995a3

Just copy and paste the URL in your other browser like Firefox or Chrome and there you can download the remote tool.

If you do not have other browsers installed there, please download and install Firefox, it is free.

Go to this link in your current browser:

http://firefox.com

Download and install Firefox and then using Firefox,copy and paste the URL I gave you for our remote access tool. Download it there and run it.

Best regards,
Jess
Customer: replied 2 years ago.

Hi Jess ,sorry how do i copy and paste to say firefox the usual way for me is control c to copy but i cannot do that

Expert:  Jess M. replied 2 years ago.
Dave,

Were you able to download and install and run Firefox? If you were able to, open Firefox and in a new tab or window, copy this URL and paste it there in the blank tab:

http://www.justanswer.com/remotedesktop/join.aspx?Session=46dd0472-7ff4-4bdb-b187-feb6073995a3

To copy, select or highlight that URL above and press CTRL+C. In the blank tab of Firefox, click the mouse there, then press CTRL+V to paste, then press Enter. Firefox will then show the page, agree on the terms and download the tool using Firefox.

Jess
Customer: replied 2 years ago.

Jess, when i click on link it takes me back to ask a question, I have copied and pasted.fire fox said site not responding, having downloaded latest updates

Expert:  Jess M. replied 2 years ago.
Dave,

I stopped the remote session since it was running for a long time already. Here, I created a new session for you, copy and paste this link to Firefox, download it there and run it:

http://www.justanswer.com/remotedesktop/join.aspx?Session=c0cc128f-04f9-47ee-a261-18b18c3d60da

I will be waiting.

Jess
Customer: replied 2 years ago.

Jess I cannot get anything except the page for ask a question, i have pasted it into firefox.i do not know what to do

Expert:  Jess M. replied 2 years ago.
Dave,

I am very sorry about the issue. Now, let us try to use another remote tool. Ue firefox to do this:
  1. Open Firefox and then go to the URL below:

    http://join.me

  2. It is a short URL so you can manually type there in your Firefox.
  3. In teh page that opens, click on the orange Start Meeting
  4. It will ask you to download a tool. Download and then RUN the joinme tool.
  5. After that, please give me the 9-digit code that you see at the top of the very small joinme window.
  6. Without that code, I cannot connect to your computer.

Keep me posted.

Jess

Customer: replied 2 years ago.

Jess, to start with the screen only give me save file not run and where are these 9 digit numbers ,I do not see them

Customer: replied 2 years ago.

Jess when i download file, how do i run it

Expert:  Jess M. replied 2 years ago.
Dave,

Thank you for writing back. Yes, please select to SAVE the file so that you can download it. After downloading and saving to your computer, locate the downloaded file, double click on it to run it.

Then you shall get a small window called joinme and there you shall see the 9-digit code. Please give me that code so that I can connect.

We are almost there Dave!

Regards,
Jess
Customer: replied 2 years ago.

Hi Jess forgive me for being stupid.code_ 822-703-990

Expert:  Jess M. replied 2 years ago.
Thanks Dave.... Connecting now... Please do not close that small joinme window so that I can connect.

Jess
Expert:  Jess M. replied 2 years ago.
Hi Peter,

Thank you for your patience. The issue has been resolved through remote help. We performed a thorough cleanup in your system to ensure that you are free from malwares and other malicious files.

I highly recommend that you perform the cleanup I demonstrated to you on a regular basis, like once every 2 or 3 months.

I hope that helped.

Please remember to rate my service positively (3-5 stars/faces) if this helped. Tips are always highly appreciated! Cool

If you assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.

Thank you!

Best regards,
Jess
Jess M., Computer Support Specialist
Category: Computer
Satisfied Customers: 6404
Experience: Computer Hardware & Software Specialist - 10yrs Exp, Web Designer & Developer
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