How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jess M. Your Own Question

Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 6406
Experience:  Computer Software Support Specialist for more than 10 years
49766785
Type Your Email Question Here...
Jess M. is online now

Notice a malicious add-on has caused windows to close internet

Customer Question

notice a malicious add-on has caused windows to close internet explorer to safeguard my computer following on from notification that internet explorer has stopped working and will close down and try to find a solution to the problem, this is happening on various web pages and whilst using chrome also
Submitted: 11 months ago.
Category: Email
Expert:  Jess M. replied 11 months ago.
Hi Joseph, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.I am very sorry about your issues. I believe your web browsers were hijacked by some form of malwares. Can I remotely access your computer so that I can directly perform a cleanup of these malwares while you watch?Remote access (Secure Remote Assistance) is an optional additional service offer with a minimal one-time flat fee regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.Please let me know if you want this remote option.Best regards,Jess
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 6406
Experience: Computer Software Support Specialist for more than 10 years
Jess M. and 2 other Email Specialists are ready to help you
Customer: replied 11 months ago.
that is correct
Expert:  Jess M. replied 11 months ago.
Joseph,Thank you for using our additional service offer of remote access so that I can help you directly in fixing your problem. For me to remote in, we need a remote access tool. Please follow the steps below to join me in the remote session. These steps are intended for users with Windows computers. If you are using a Mac, please reply to me and let me know so that I can send you the procedures for Mac.1. Please click on this link:http://www.justanswer.com/remotedesktop/join.aspx?Session=684bb154-157a-4f79-b60a-41539f839e382. In that page, please click on the green I Agree button3. Then download the remote tool when prompted.4. Run the downloaded remote tool to join me in the remote session. I will be waiting for you there.Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.Best regards,Jess
Expert:  Jess M. replied 11 months ago.
Hi,It appears that your system is totally frozen in the restart process. I suggest that you force it to shut down by pressing and holding the power button until the system is turned off.Keep me posted.Jess
Expert:  Jess M. replied 11 months ago.
Hi Joseph,How is it going? Please test your browsers again and see if they work fine this time since we have performed the cleanup and removal of malwares. If you need further assistance, please let me know since I will be happy to assist you further.Best regards,Jess
Customer: replied 11 months ago.
I am getting into internet explorer but the stopped working warning has appeared once since trying it and google chrome is empty message states cannot find your file it has been moved or deleted.
Expert:  Jess M. replied 11 months ago.
Hi Joseph,Thank you for writing back with that information. Can we resume the remote session now?If you are available for the remote session, please click on the link below:http://www.justanswer.com/remotedesktop/join.aspx?Session=78a866fb-7573-4310-bcd5-e228743100b3Click on the green Agree button and download the remote tool. After that double click on it to run it and join me in the remote session.Thank you.Jess
Customer: replied 11 months ago.
Microsoft windows phone cannot carry out the request to download that type of file
Expert:  Jess M. replied 11 months ago.
Are you using a Windows computer now? Or a phone? I can only access a computer remotely.
Customer: replied 11 months ago.
Have downloaded the file on my computer should br ready to go
Expert:  Jess M. replied 11 months ago.
Connected and working with you now
Customer: replied 11 months ago.
SEEMS TO BE WORKING FINE OPENED WITH FIREFOX WHICH IS OK
Expert:  Jess M. replied 11 months ago.
Thank you! I am glad to be of help.Thank you for using our service. If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.Best regards,Jess

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Frederick S

    Frederick S

    Computer Specialist

    Satisfied Customers:

    699
    Computer technician; founder of a home PC repair company.
< Previous | Next >
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S's Avatar

    Frederick S

    Computer Specialist

    Satisfied Customers:

    699
    Computer technician; founder of a home PC repair company.
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    569
    Certified Email Expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    367
    Computer Software Support Specialist for more than 10 years
  • http://ww2.justanswer.com/uploads/jnayes/2010-12-23_132454_japicbetter.jpg jnayes's Avatar

    jnayes

    Computer Support

    Satisfied Customers:

    138
    Network Administrator
  • http://ww2.justanswer.com/uploads/PC/PCDrMiller/2012-9-19_33625_JasonMiller2012.64x64.jpg PCDrMiller's Avatar

    PCDrMiller

    Computer Support Specialist

    Satisfied Customers:

    117
    IT Specialist and Systems Administrator
  • http://ww2.justanswer.com/uploads/SP/spherrod/2012-6-6_174244_1000852.64x64.JPG Steve Herrod's Avatar

    Steve Herrod

    Computer Support Specialist

    Satisfied Customers:

    107
    Proficient in e-mail, Outlook (all versions), Thunderbird and Exchange 2003/2007/2010
  • http://ww2.justanswer.com/uploads/WA/wa94sound/2012-6-6_202633_iStock000007010121Small.64x64.jpg Bernie's Avatar

    Bernie

    Email Technician

    Satisfied Customers:

    92
    6+ years experience, Microsoft MCDST/CompTia A+ Certified