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Richard
Richard, Software Engineer
Category: Email
Satisfied Customers: 31330
Experience:  Over 15 year experience in Email Systems and Programs
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When I type in a Web address and send, it comes back with a

Customer Question

When I type in a Web address and send, it comes back with a blank screen entitled World Wide Web.
I think I must have a virus as this worked normally until recently.
Submitted: 1 year ago.
Category: Email
Expert:  Richard replied 1 year ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
Can you tell me the internet browser you are using please?
thank you
Customer: replied 1 year ago.

AOL

Expert:  Richard replied 1 year ago.
Please do the following in Internet Explorer
Click Tools (the gear wheel top right) than Internet Options
Click on the General Tab and Delete all Temporary Internet Files.
Than click the Advance Tab and click Reset
Then restart the computer and tell me if you still have the problem please
Customer: replied 1 year ago.

No I still have no connection to www

Expert:  Richard replied 1 year ago.
When did this problem first start?
Customer: replied 1 year ago.

About a week ago

Expert:  Richard replied 1 year ago.
Ok, which version of windows is this?
Customer: replied 1 year ago.

Internet Explorer 8

Expert:  Richard replied 1 year ago.
ok, thats your web browser, I need to know please the version of windows you have? EG Windows XP, vista 7?
Customer: replied 1 year ago.

Yes Windows XP Service Pack 3

Expert:  Richard replied 1 year ago.
Thanks
We will do a system restore to undo any corruption that has occurred.
To do this, Click Start, point to All Programs, point to Accessories, point to System Tools, and then click System Restore.
Follow the onscreen instructions and perform a restore, choosing a date before this problem occurred.
Let this complete and tell me please id it is now opening web pages.
Customer: replied 1 year ago.

Under System Tools is does not give me an option to RESTORE

All it has here is Internet Explorer (no add ons)

Expert:  Richard replied 1 year ago.
You do not do this in Internet Explorer Michael
You Click Start, point to All Programs, point to Accessories, point to System Tools, and then click System Restore.
Follow the onscreen instructions and perform a restore, choosing a date before this problem occurred.
Let this complete and tell me please id it is now opening web pages.
Customer: replied 1 year ago.

Richard, This is where the corruption is.

System Tools has only one entry - Internet Explorer.

Why - I do not know - but this appears to be my problem.

I can see this wrong.

Michael.

Expert:  Richard replied 1 year ago.
yes it is, can you open any websites on the computer at all?
How are you talking to me?
Customer: replied 1 year ago.

Richard.

I have two computers side by side-

One personal, one Business.

I am talking to you on my personal computer.

My Business computer has the problem!!

On the Business Computer I can use AOL

but unable to access www addresses.

They just come back with a blank screen headed

World Wide Web,

Michael .

Expert:  Richard replied 1 year ago.
ok, on that computer go to Start, Control Panel.
Click on User Accounts.
Make a new user account.
Once done, restart the computer and sign in with this new user account.
Tell me if it then functions please
Customer: replied 1 year ago.

Have carried out all these instructions

but there is no improvement.

It still hangs on a www command.

Michael

Expert:  Richard replied 1 year ago.
ok, can you do the following please
Click Start, run, type in CMD and press enter
A black window will open.
Type in it
sfc /scannow
press enter and when it has completed, type in
chkdsk /r
Press enter.
It will give a message "the type of the file system is NTFS cannot lock current drive.
chkdsk cannot run because the volume is in use by another process. Would you like to schedule this volume to be checked the next time the system restarts y/n" Say Y, press enter and restart the computer.
Then click Start, type in MSCONFIG and press enter.
Click on the Startup Tab and click Disable All.
Click on the Services Tab and click "Hide All Microsoft Services"
Then click Disable All
Click ok, restart and let me know if you now get internet please
Customer: replied 1 year ago.

No go1

I must be an administrator running a console session.

How?

Expert:  Richard replied 1 year ago.
ok, then you must not have windows XP, but vista or 7
Open the command prompt this way
Please click on Start->All Programs->Accessories, then right-click on Command Prompt and click on Run as administrator.
Then do the instructions please
Customer: replied 1 year ago.

It won't let me do this - requires a password

Expert:  Richard replied 1 year ago.
what is the make and model of the computer?
Customer: replied 1 year ago.

Intel (R) core(tm)2 duo CPU

E8200 @ 2.66GHz

Expert:  Richard replied 1 year ago.
I need to know the make and model please eg: Dell 2400, HP Pavillion?
Customer: replied 1 year ago.

THERE is nothing to tell me this - but I guess DELL

Customer: replied 1 year ago.

Richard at 12.20 you questioned my answer of Windows XP

I assure you I have.

I have spent too long on this (all morning)

I need to sign off and do other things.

BUT I still have a serious problem.
Michael.

Expert:  Richard replied 1 year ago.
Thanks Michael
You are going to have to reload windows on the computer.
It is going to wipe all data and return the computer to new, so make sure you first copy off any data you have saved on it (programs you will need to install again) from the computer to external memory, then do the restore
To do this
Turn on the computer, after the Dell logo press F8 key repeatedly until the Advanced Boot Options menu (Advanced Startup Options).
In Advanced Boot Options, highlight Repair Your Computer and press Enter.
Click Next and logon to the administrator account in the computer.
Click Dell DataSafe Restore and Emergency Backup and DataSafe Options.
Choose Restore without preserving new or changed file. Click Next to continue.
Choose Yes and click Next to continue.
Progress status will appear. Click Restart to initiate the restoration process.
Then let this complete, install your programs again, copy your data back to the computer and it will then function.
Let me know the results please

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