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My name is David.
First I would recommend running an anti-virus scan while in safe mode as the symptoms indicate the presence of malware. To do that reboot the computer and start tapping the F8 key until the advanced boot options menu appears. Select Safe Mode with Networking and let it boot into Safe Mode. Then after login, start your anti-virus software, update it, and run a full scan. Once the scan is complete and all malware found has been quarantined, download the free version of Malwarebytes at the link below:
Then install Malwarebytes and run a second full scan (Malwarebytes tends to find malware that other anti-virus software does not). After the malware found has been quarantined, reboot the computer into normal mode and test to see if the issue is resolved.
Please let me know the result and if you need assistance with any of the steps.
Yes, if you have another account configured on the computer, logout of your current account then login to the alternate account. Since the alternate account has a different profile, when you open Firefox and test functionality, if Firefox works correctly that would tell us that the issue is with your Firefox profile and not Firefox itself or malware or another cause.
Yes, there is a 100% satisfaction guarantee.
We are not finished troubleshooting - I believe that your Firefox profile may be corrupt. So please follow the procedure below and login to another account on your computer and open Firefox and test to see if the same issues occur. This is just a test to determine the next step in the process of fixing the issue.
Ok then most likely some system files are corrpt. So click the Windows Start button then click the Search box and type
in the Search box. Then right click on the command terminal icon that appears and click Run as Administrator.
In the command terminal window type:
and press Enter and let it scan. The scan may take awhile as it detects and repairs corrupt system files. Once it completes, reboot the computer and test to see if the issues are resolved.
Reboot the computer and then try starting the scan again.
Please let me know a best time to connect tomorrow for a remote assistance session so I can connect and fix the problem.
I am in the PDT time zone.
Yes, that time will work. So it must be after 6PM for you right now, a little after 10AM here for me.
Sorry for the late reply - I had a flood of calls come in.
Are you still available?
Also, how long will you be available for the remote session?
Ok just a moment...
Please click the link below to download the remote assistance program:
In the web page that opens scroll down and click the I Agree button to download the program then select Run if prompted or if not prompted go to your downloads folder and double click the Elsinore file to start the remote session.
Hmmmm....that points to the issues being caused by damage to the Windows operating system.
Do you have any recent backups? If the backups also include the "system state" then that could be restored and possibly fix the problem the same way as the System Restore process.
My apologies for the delay.
Yes all the repairs involve using the in place upgrade procedure which is why the backup is recommended.
Yes, let's arrange for tomorrow at that time. I have a daily meeting that has been unexpectedly encroaching on the times we set however tomorrow the meeting is most likely cancelled.
I can also identify the best written procedure and forward to you so you can review and ask any questions tomorrow before starting on the repair.
It seems the horizontal scrolling happens in Windows and the drop down problem in web browsers except IE which is part of the Windows OS so has the scrolling problem instead.
'Yes, update your Backblaze backup before performing the repair.
Ok, thank you and will do.
Also, please note the "Enter contact info" link above this text box - you can enter your email address there rather than posting it to the question thread.
Ok, great - just a moment....
Ok, so you have both the Windows 7 installation disc and the license key correct?
I apologize for the delay - please confirm all the letters and numbers on the license are correct before we proceed.
Sometimes the letters and numbers get smudged which is why it should be confirmed first. Yes, please email to me as well. It is OK if the license and the disc were not received together.
Thanks - checking now.
Please try sending again.
Ok, thanks. Your backups are also current as of today correct?
Ok, then let's proceed. Once we start, at some point I will get disconnected however will still be available here.
That will be OK - after a reboot or disconnect you can always return back to this question thread if the remote access connection is lost.
Please click the link below to download and start the remote access connection:
Has the reboot completed?
Normally the scan does not take this long. Since the computer is so slow to reboot and the scan is taking much longer than it should, it leads me to conclude that there is a lot of file system corruption that could also be causing the issues you have been experiencing. So after the scan has completed, test to see if the drop down menu issues and the scroll bar issues still occur - this may indeed fix both.
It is searching for and fixing file system corruption. If there is extensive file system corruption it could explain the problems with the computer and the very slow reboot performance.
Ok, thanks for the additional information. A disk scan should only take a few minutes so there must be a substantial amount of corruption. I expect to see files fixed in the later stages of the scan. I will check back as well tomorrow morning.
Does it boot faster?
Also, will you be available to run the repair tomorrow?
Sorry - the holiday disrupted the schedule.
I can be available early my time tomorrow if you would like to try again to run the upgrade/repair.