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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4687
Experience:  B.Sc. Computer Science with Honors
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my Samsung computer has just been cleared of a strong virus

Customer Question

my Samsung computer has just been cleared of a strong virus which completely cleared off ALL my saved messages and is now very very slow what can I do to recover them?
Submitted: 1 year ago.
Category: Computer
Expert:  Michelle replied 1 year ago.
Michelle :

Hi, my name is ***** ***** i will be your expert today and will try to fix the problem you are facing with slow computer speed.

Michelle :

what is the make and model number of the computer you are having problem with.

JACUSTOMER-exo4rszt- :

samsung

Michelle :

i would need the model number as well.

JACUSTOMER-exo4rszt- :

Samsung 550p MODEL NUMBERNP550P5C-A02UK

JACUSTOMER-exo4rszt- :

AWAITING REPLY

Michelle :

Thank you for the info

Michelle :

what is the operating system you have on the computer

JACUSTOMER-exo4rszt- :

?

JACUSTOMER-exo4rszt- :

WINDOWS 7

Michelle :

thank you, ***** ***** be needing few more info before i proceed with the troubleshooting and fix

Michelle :

how did you remove the virus and how did you knew that your computer had virus

JACUSTOMER-exo4rszt- :

BY CONSULTING A COMPUTER EXPERT

Michelle :

then he must have installed some kind of antivirus or antimalware program on your computer can you tell me what is the software name

JACUSTOMER-exo4rszt- :

SAMSUNG RECOVERY 5?

Michelle :

if samsung recovery was run that means the computer must work as a brand new computer as recovery recreates windows os

Michelle :

did you backed up your data before you ran recovery program

JACUSTOMER-exo4rszt- :

SO, WHAT DO I DO?

Michelle :

did you backed up your data before you ran recovery program

JACUSTOMER-exo4rszt- :

YES BUT EVEN THAT WAS WIPED CLEAN

JACUSTOMER-exo4rszt- :

I DID NOT SAVE IT ON A STICK THOUGH

Michelle :

either the recovery program didnt went through correctly or your computer still have virus or trojan

JACUSTOMER-exo4rszt- :

THAT I DO NOT KNOW

Michelle :

in this case you will have to run the samsung recovery again and that will wipe off the hard drive and will install a new copy of windows 7 with factory installed softwares.

JACUSTOMER-exo4rszt- :

HOW DO I DO THAT? I AM DISABLED AND AM AN AMATUER!

JACUSTOMER-exo4rszt- :

SORRY ABOUT THAT. BEING DISABLED HAS NOTHING TO DO WITH THIS PROBLEM

Michelle :

if you want i can check your computer using remote access and try to fix the speed problem if a factory restore is not required that has to be checked only via remote access

JACUSTOMER-exo4rszt- :

ok!

Michelle :

Remote access is an additional service however if you can follow steps i can walk you through.

JACUSTOMER-exo4rszt- :

BEGIN!

Michelle :

click on this link below and as the page opens click on the green button "Start working with Ammyy admin its free:

Michelle :

install ammyy and let me know when its opened

Michelle :

you will see some numbers on the left hand side of the ammyy window called "your ID" let me know that

Michelle :

let me know if there is a problem installing the ammyy

JACUSTOMER-exo4rszt- :

WHY HAS MICHELLE STEPPED OUT OF THIS CHAT. I AM NO NEARER TO GETTING MY COMPUTER FIXED AS I WAS AT THE START

JACUSTOMER-exo4rszt- :

oK, WHAT NOW?

Michelle :

sir i have not stepped out i am still waiting for your reply

JACUSTOMER-exo4rszt- :

what is your question?

Michelle :


click on this link below and as the page opens click on the green button "Start working with Ammyy admin its free:








install ammyy and let me know when its opened







you will see some numbers on the left hand side of the ammyy window called "your ID" let me know that



JACUSTOMER-exo4rszt- :

what ID do you wan?t

JACUSTOMER-exo4rszt- :

I hope that I have installed ammyy but I cannot be sure

Michelle :

look for ammyy and open it then you will see the id

JACUSTOMER-exo4rszt- :

how?

Michelle :

if you cannot find ammyy then click on the windows button and click search

Michelle :

type in ammyy you will see the icon then you may click in it to open

JACUSTOMER-exo4rszt- :

I said at first that I am not any sort of expert

Michelle :

sir that is why i am giving you step by step instructions to follow.

JACUSTOMER-exo4rszt- :

Ok, then continue

Michelle :

the windows button is on on the bottom left hand sided of your screen

JACUSTOMER-exo4rszt- :

I have done so but without result

JACUSTOMER-exo4rszt- :

I have tried to accept ammyy but all I get is full screen of lower menue

Michelle :

did you click on the search box and type in ammyy

JACUSTOMER-exo4rszt- :

yes

Michelle :

if ammyy is open then it must be sitting at the bottom you can click on it to open it

JACUSTOMER-exo4rszt- :

it is not showing at the bottom

Michelle :

click here


Michelle :

as the page opens click on start meeting

JACUSTOMER-exo4rszt- :

why do I have to join the meetings? The only thing I want is to get my computer fixed and I seem to be getting nowhere

JACUSTOMER-exo4rszt- :

why?

Michelle :

when you click on join meeting then i will be able to get connected to your computer remotely then i can speed up the computer right in front of you.

JACUSTOMER-exo4rszt- :

Ok

JACUSTOMER-exo4rszt- :

carry on

JACUSTOMER-exo4rszt- :

get m,e onto ammyy

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