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Ask Michelle Your Own Question
Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5612
Experience:  B.Sc. Computer Science with Honors
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trying to load bt.help. I am informed that there is an update.

Customer Question

trying to load bt.help. I am informed that there is an update. I try to update on more than i occasion and then I am told that the update has already been done and then stops completely. Broadband is also affected takinf about 3 minutes to load
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.
Michelle :

Hi my name is ***** ***** I will be the expert working with you today to help resolve your problem.

Michelle :

when did you ran the update?

Michelle :

did the update auto popped up on your screen

JACUSTOMER-sr14ejf2- :

i first ran it some time ago. now when i try to load its starts off ok then pops up with the update and instructions on how to ptoceed

Michelle :

did you ran the update completely

Michelle :

was is successfully loaded

JACUSTOMER-sr14ejf2- :

update didnt complete message states already updated and goes dead

Michelle :

It didnt complete successfully that is why you are facing this problem

Michelle :

what computer are you using on the internet

JACUSTOMER-sr14ejf2- :

sony va10

Michelle :

alright

Michelle :

what is the operating system you have on the sony vaio

Michelle :

windows 7 or 8

JACUSTOMER-sr14ejf2- :

windows vista

Michelle :

ok

Michelle :

one last question before we start fixing the problem.

Michelle :

when did you ran the bt update on your comptuer

JACUSTOMER-sr14ejf2- :

two months ago

Michelle :

There is a utility on windows which we will run

Michelle :

please follow the instructions

Michelle :

click on the start button

Michelle :

select the search box and type in system restore you will see the icon appear click on it.

Michelle :

let me know if you are able to follow the steps fine

JACUSTOMER-sr14ejf2- :

not yet, the icon hasnt appeared

Michelle :

type in system restore and wait it should appear

JACUSTOMER-sr14ejf2- :

tried again and no icon appears

Michelle :

we will have to remove the incomplete updates file which is causing the problem.

Michelle :

if you want i can provide you a remote support assistance in which you sit and watch and i fix the problem

Michelle :

however it is an addition service with a small additional charge if that is fine with you.

JACUSTOMER-sr14ejf2- :

ok

Michelle :

let me know as its done

JACUSTOMER-sr14ejf2- :

whats happening?

Michelle :

did you click on the link above to run the remote tool

JACUSTOMER-sr14ejf2- :

yes

Michelle :

when you click on it then you will get a run save option

Michelle :

did you click on the run option

JACUSTOMER-sr14ejf2- :

no run save appears. i now have this 3 times on the bottom of the screen

Michelle :

click on the above link

Michelle :

as the page opens click on the green button "start full version its free".

JACUSTOMER-sr14ejf2- :

done

Michelle :

let me know the 9 digit your id and the 4 digit password

JACUSTOMER-sr14ejf2- :

that beats me. i dont know either

Michelle :

did you install teamviewer?

JACUSTOMER-sr14ejf2- :

i think so, how would i know

Michelle :

click on start button and look for teamviewer in the list