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Bryan
Bryan, Computer Support Specialist
Category: Computer
Satisfied Customers: 11615
Experience:  8+ years of professional support for tech-related issues, including computers, email and software.
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I purchased a Samsung S3511 some years back (actually got

Resolved Question:

Hi. I purchased a Samsung S3511 some years back (actually got two) and it has been working ok but as with them all getting slower and slower. Yesterday it would not allow me to open Excel or any of the office 10 programs that came pre loaded at time of purchase.
I tried running the System recovery but that has not solved the problem. Can you please help as I urgently need to get into Excel files.
Thanks
Submitted: 1 year ago.
Category: Computer
Expert:  Bryan replied 1 year ago.
Hi, and thank you for asking your question. Do you get any error/message when trying to open up the Office programs now? May I set up a quick, secure remote session to check the issue now? Please reply back using the box below. Thank you.
Expert:  Bryan replied 1 year ago.
Please disregard any remote offer prompt on your screen; the remote session will come at NO extra charge. Do let me know.
Expert:  Bryan replied 1 year ago.
You seem to have gone offline now; please leave me a reply when you are back on - and we will take this further. Thank you.
Customer: replied 1 year ago.
Hi . I had to go away unexpectedly so only getting back to this now. (Thursday Jan 7 11.48am)
Expert:  Bryan replied 1 year ago.
No issues; I'm available now, and will be on throughout the day today. Please leave me a reply when you get this, and we will continue further. Thank you.
Customer: replied 1 year ago.
Hi. Ref your question above. When I try to open Excel I get an error message as follows:
Microsoft Office single image 2010
Error 1706. Set up cannot find the required files. Check connection to network.
Expert:  Bryan replied 1 year ago.
Hmm, I see. May we go ahead with a quick remote session now (no extra charge), so that I can check and fix the programs for you? Do let me know.
Expert:  Bryan replied 1 year ago.
Hi, are you still there? Keep me posted.
Customer: replied 1 year ago.
Sorry . Had to go to the village here now.
Expert:  Bryan replied 1 year ago.
OK; just to clarify, when you ran the system recovery earlier, did you run into any errors? Keep me posted.
Customer: replied 1 year ago.
No. It ran ok but did not fix the problem with opening office 2010.
Expert:  Bryan replied 1 year ago.
Hmm, okay. Looking up the error code now; allow me just a moment.
Customer: replied 1 year ago.
Its not just Excel that will not open - its word as well.
Customer: replied 1 year ago.
I have been able to get around it by using OpenOffice in the meantime.
Expert:  Bryan replied 1 year ago.
Hmm, all right. I looked up the error code and it looks like we will need to do a clean uninstall and reinstall of Office to resolve this issue. However, since Office 2010 was preinstalled on your system, we will need to find some other way to repair Office. Just to clarify, did you do a System RESTORE or a system recovery (back to factory settings) earlier?
Customer: replied 1 year ago.
I ran the Samsung system recovery media CD that I received with the Laptop at purchase.
Expert:  Bryan replied 1 year ago.
OK; can we go ahead with a quick remote session now, so that I can check if we can uninstall/reinstall Office for you?
Expert:  Bryan replied 1 year ago.
Our remote session will be 100% secure (and NO extra charge); if you are still uncomfortable with the same, just let me know and I'll provide you with the steps to carry out yourself - this might take some back and forth however, before we can make sure that the issue is resolved.
Customer: replied 1 year ago.
ok that fine
Expert:  Bryan replied 1 year ago.
OK, let's get started with the remote session now. Please open up the following link:http://www.justanswer.com/remotedesktop/join.aspx?Session=ec9de9a0-47b9-4c90-90ef-3c7979d770cd On the page that opens up, click "I Agree". Download the remote file when prompted, and then OPEN/RUN the "Elsinore Screen Connect" file downloaded (at the bottom of your Chrome window.) I'll then be connected. Thank you.
Expert:  Bryan replied 1 year ago.
Hi, we seem to have inadvertently gotten disconnected during the restart - please leave me a reply when you are back on, and I'll set up another remote session for you accordingly.
Customer: replied 1 year ago.
Back now
Expert:  Bryan replied 1 year ago.
OK, please use the following remote link this time:http://www.justanswer.com/remotedesktop/join.aspx?Session=02be14f4-0269-4c68-b244-b360ae58d54d
Expert:  Bryan replied 1 year ago.
Please make sure to open up the NEW "Elsinore Screen Connect" file downloaded at the bottom of the Chrome window, after joining the session.
Expert:  Bryan replied 1 year ago.
Thank you for the remote session :) Once it's done downloading, please open and install the program following the on-screen directions, and you should be good to go! If you run into any other issues, please let me know. I'd appreciate it if you could kindly take a moment to submit a positive rating at the top of this page. Thank you :)
Bryan, Computer Support Specialist
Category: Computer
Satisfied Customers: 11615
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Bryan and 11 other Computer Specialists are ready to help you
Expert:  Bryan replied 1 year ago.
Thank you for the rating and the bonus; much appreciated :) I'll keep this question open for you now - please update me on the results once you are done downloading and installing the Office program. Thank you!
Customer: replied 1 year ago.
Hi. After about almost 3 hours downloading it has come up with "Unknown network error". I tried starting a download again but is has now just stopped !!
Expert:  Bryan replied 1 year ago.
Hmm; it looks like your network connection was temporarily cut off, which caused the download to stop as well. One moment, please.
Expert:  Bryan replied 1 year ago.
Please open up the following link now:https://www7.downloadoffice2010.microsoft.com/row/registerkey.aspx?culture=en-GB&ref=backup Enter the product key we had saved earlier, and then follow the on-screen directions to download the program one more time - does it start all right this time? Keep me posted.
Expert:  Bryan replied 1 year ago.
Also, we might need to use a download manager this time, to make sure that the download does not get cut off again. May I set up another remote session to set that up for you now?
Customer: replied 1 year ago.
Ok. - can you send me the link again.
Expert:  Bryan replied 1 year ago.
Okay; please use the following new remote link:http://www.justanswer.com/remotedesktop/join.aspx?Session=14d24022-c993-495d-a8a7-7882ab25217c Download and open up the remote file - and I'll be connected.

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