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michelleclive
michelleclive, Customer Service
Category: Electronics
Satisfied Customers: 5640
Experience:  Working as a manager in a tech support company and i have an experience of 8 years and more in electronics device.
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I have tried to reinstall Skype on my laptop and it won't because

Customer Question

I have tried to reinstall Skype on my laptop and it won't because I need to load microsoft net frame work 4. or more How do I do this please and also when I tried to dial up video call last time it cut out saying the play back device had failed can you advise on both problems please
Stephanie
Submitted: 2 years ago.
Category: Electronics
Expert:  michelleclive replied 2 years ago.
Customer:

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

Customer:

Looks like a multiple issue with windows.

JACUSTOMER-cbd9uawm- :

Michelle , yes the problem with skype only started yesterday the other issue came up when reloading skype

Customer:

what is the operating system you have on the computer.

Customer:

what have you tried so far at your end to fix it.

JACUSTOMER-cbd9uawm- :

I had recently installed some new software and thought that may be the problem so I uninsatalled them. Thge operating system is windows 7

Customer:

have you tried system restore on a back date when it was working fine?

JACUSTOMER-cbd9uawm- :

I am not an expert at all with PC quite a novice

Customer:

when was the last time it was working fine.

JACUSTOMER-cbd9uawm- :

Friday last week

Customer:

ok good we will try to run a system restore

Customer:

are we chatting on the same computer which has the problem

JACUSTOMER-cbd9uawm- :

I installed Oibit defrag and Oibt Care also Obit drive excellorator

Customer:

do you have the program installer disk or download link

Customer:

of Iorbit

JACUSTOMER-cbd9uawm- :

Ans Oibit powerful uninstaller of which I uninstalled the first 3

Customer:

no problem

JACUSTOMER-cbd9uawm- :

yes

Customer:

if you want i can offer you a remote access service on which i will remote access and fix the problem and you sit and watch.

JACUSTOMER-cbd9uawm- :

I think I have in my down loads

Customer:

let me know if that is fine or else we can continue on this chat and you can follow steps

JACUSTOMER-cbd9uawm- :

I would like that very much Michelle thank you as i'm working here blind so to speak lol

JACUSTOMER-cbd9uawm- :

Remote would be brilliant

Customer:

ok i will give you a link to run give me a moment

JACUSTOMER-cbd9uawm- :

also my google chrome keeps crashing

Customer:

click on the link

Customer:

as the page opens click on the i agree button

Customer:

then it will ask you to click on run the Elsinore remote program to install

Customer:

let it install and once done let me know.

Customer:

any problem following the steps let me know.

JACUSTOMER-cbd9uawm- :

I have installed it but now the screen is blank after following instructions

Customer:

I am connected.

JACUSTOMER-cbd9uawm- :

Michelle the pc has rebooted and a box came up saying rto 120 . 20 is missing from pc and also advance system not responding

JACUSTOMER-cbd9uawm- :

How do I reconnect u sorry

Customer:

ok...i will share the remote link once again

Customer:

give me a minute here while i check on the error you just mentioned

Customer:

give me a minute i will give you a new link

Customer:

Click here


JACUSTOMER-cbd9uawm- :

Michelle I'm on my cell phone as I can't get on line it's not loading yet

Customer:

let it complete the system restore process

Customer:

what is there on the screen now

JACUSTOMER-cbd9uawm- :

am back

Customer:

did the restore completed successfully

JACUSTOMER-cbd9uawm- :

please resend the remote connection

Customer:

Click here

JACUSTOMER-cbd9uawm- :

please resend the remote connection

Customer:

click on the above remote link

JACUSTOMER-cbd9uawm- :

It is loading now

Customer:

ok

JACUSTOMER-cbd9uawm- :

I believe that it installed

Customer:

click on the elsinore icon and launch it

Customer:

ist not yet connected

Customer:

let me give you a new link

JACUSTOMER-cbd9uawm- :

The run file has only just started

Customer:

no problem

Customer:

use this new link

Customer:

close the old one

Customer:

the session has expired.

Customer:

use the new link

JACUSTOMER-cbd9uawm- :

Ok

Customer:

let me know once you run the elsinore program and is sitting on the taskbar

JACUSTOMER-cbd9uawm- :

Ok

JACUSTOMER-cbd9uawm- :

It's launching

Customer:

ok

JACUSTOMER-cbd9uawm- :

Have u finished

Customer:

not yet

Customer:

i have rebooted the computer

Customer:

did it reboot

JACUSTOMER-cbd9uawm- :

I was out of room but start is on icons

JACUSTOMER-cbd9uawm- :

So yes

Customer:

try to login to windows screen

JACUSTOMER-cbd9uawm- :

Just safe mode message also

JACUSTOMER-cbd9uawm- :

Ok

Customer:

what message is popping up

Customer:

i have rebooted to safe mode

Customer:

click on ok

JACUSTOMER-cbd9uawm- :

All seems to be loading ok

JACUSTOMER-cbd9uawm- :

Oops I closed it

Customer:

please reopen it

JACUSTOMER-cbd9uawm- :

How

Customer:

click on start select search

Customer:

type in

Customer:

elsinore

JACUSTOMER-cbd9uawm- :

It's saying no items matching search

Customer:

you will see the elsinore icon as you type

JACUSTOMER-cbd9uawm- :

No

Customer:

click on the link and run the remote tool

JACUSTOMER-cbd9uawm- :

Ok

JACUSTOMER-cbd9uawm- :

Waiting to load

Customer:

ok

Customer:

can you please tell me whats happening

JACUSTOMER-cbd9uawm- :

It's loading now

Customer:

ok looks good now

Customer:

let me handle it now

JACUSTOMER-cbd9uawm- :

Sorry about all this and time taking

Customer:

no problem

JACUSTOMER-cbd9uawm- :

Have got an appointment to keep I will have to leave in 45 mins

Customer:

no problem you can go

Customer:

i will continue and once you are back reply me back

JACUSTOMER-cbd9uawm- :

Thanks you so much what about payment

JACUSTOMER-cbd9uawm- :

Oh ok Michelle

JACUSTOMER-cbd9uawm- :

Will you keep this open

Customer:

yes this will be open

JACUSTOMER-cbd9uawm- :

This is on cell phone ok

Customer:

no problem

JACUSTOMER-cbd9uawm- :

Won't be long

Customer:

no problem

JACUSTOMER-cbd9uawm- :

Michelle

JACUSTOMER-cbd9uawm- :

I am home

Customer:

please give me 5 minutes..i will just join back

Customer:

thanks patience

Customer:

please reconnect to the remote session Elsionre

Customer:

when ever you are free let me know otherwise i have almost fixed your computer problem, try using it and let me know when you have checked.

Customer:

Customer:

did you check your computer

Customer:

is it working fine now

JACUSTOMER-cbd9uawm- :

Yes I have checked it and all seems well except one driver missing ???

JACUSTOMER-cbd9uawm- :

Just finishing my supper then I will load it

JACUSTOMER-cbd9uawm- :

Tried to reload searched Firefox came up with server cannot be found

Customer:

you can load the driver and incase you find any problem let me know.

Customer:

mam are you still with me?

JACUSTOMER-cbd9uawm- :

Sorry where do I find that

Customer:

let me give you a new remote link to run we are almost done and i will take another 5 to 10 mins to check and let you know the result.

Customer:

here we go please click on the link above

JACUSTOMER-cbd9uawm- :

Just loading

Customer:

alright

JACUSTOMER-cbd9uawm- :

It'd telling me to reinstatell drivervare

JACUSTOMER-cbd9uawm- :

Instate

Customer:

please run the remote tool i will check what needs to be done further.

Customer:

please reply me from the computer screen

Customer:

i am connected back.

Customer:

problem fixed

JACUSTOMER-cbd9uawm- :

Michelle can't get keyboard working at alol

michelleclive and other Electronics Specialists are ready to help you
Expert:  michelleclive replied 2 years ago.
Boot your computer and open device manager remove the keyboard driver and then reboot the computer by pushing the power button one time and release it.
I will help you if you are not able to follow the steps.
Customer: replied 2 years ago.

I would appreciate your help I can't see how to remove

Expert:  michelleclive replied 2 years ago.
whenever you are available today let me know i will remotely fix the keyboard problem as well.
Customer: replied 2 years ago.

Am available at 10 am

Expert:  michelleclive replied 2 years ago.
i am online and working on it.
Customer: replied 2 years ago.

Good morning can you finish helping me this morning please

Customer: replied 2 years ago.

Michelle I waited yesterday at time you stated . Can you still fix my pc please.

Expert:  michelleclive replied 2 years ago.
My apology delay i will be online from 11 am Uk time today rest of the day
Customer: replied 2 years ago.

Michelle thank you I will be ready at 11 am UK time

Expert:  michelleclive replied 2 years ago.

Please let me know when you are online i am ready to fix it.

Customer: replied 2 years ago.

In five mins please

Expert:  michelleclive replied 2 years ago.
sure no problem
Customer: replied 2 years ago.

On line now

Customer: replied 2 years ago.

On skype

Expert:  michelleclive replied 2 years ago.
http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=21d26600-683a-4236-bcca-20d3963340a6
copy and paste the remote link and open it
Expert:  michelleclive replied 2 years ago.
please open the below link on internet explorer
agree and install
http://tinyurl.com/mxhu6m5
Customer: replied 2 years ago.

Michelle I am locked out of my pc as I told you last because of my mistake and you told me we could sort it out next day

Expert:  michelleclive replied 2 years ago.
Issue has been resolved second time after you had a password ***** issue when the first recovery process was successful.
Data stored in drive d can be recovered successfully.
michelleclive and other Electronics Specialists are ready to help you
Customer: replied 2 years ago.

I don't know how to restore data . Password ***** .

Expert:  michelleclive replied 2 years ago.
let me know what time you will be online today
Customer: replied 2 years ago.

7 am GMT

Expert:  michelleclive replied 2 years ago.
ok i will be online..post me a message whenever you wish to proceed
Customer: replied 2 years ago.

Am on line

Expert:  michelleclive replied 2 years ago.
Please be online on skype.
Expert:  michelleclive replied 2 years ago.
please open the link
http://tinyurl.com/lj4b4o3
Expert:  michelleclive replied 2 years ago.
http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=aac4226f-359a-40b8-a658-b26a0f4a0af1
copy and paste the link to run the remote again.
Customer: replied 2 years ago.

Google Chrome has gone

Expert:  michelleclive replied 2 years ago.
click on the remote link.
Expert:  michelleclive replied 2 years ago.
Data Backup restored and shown to customer