My name is XXXXX XXXXX I will be assisting you today. Please favorite or bookmark this page press CTRL+D, so you can return here if we get disconnected.
Have you done a malware scan on it?
Okay, let's start there then. Do you have a flashdrive you can transfer programs over to the laptop with?
Yes I have a copy of malwarebytes. Shall I put that onn?
yes, put that on and do a scan.
remove any infections, reboot, and let me know the results.
It's found nothing and it said it is 384 days out of date. I've downloaded another version and will try again
yeah go with an updated database for it
The Hyper scan has finished and found nothing
what browsers do you have on that laptop?
can you try putting firefox or chrome on there and see if they do the same thing?
It wouldn't let me load Chrome and suggested I looked at the firewall. I don't know how to change that
the firewall settings are in the control panel
start>control panel, then in the upper right change the view by to small icons
then look for windows firewall... you can try turning it off
Also, while you're in there, go into internet options, go to the advanced tab and hit the "reset" button.
then hit OK and try to use IE again.
Done that It wanted to update to IE11 but now says page can't be displayed
well you could download IE11 to a flash drive and try to put it on there. Have you tried windows update to see if it will download any windows updates?
How do I tell if the laptop is 32 bit or 64 bit?
It's 64 bit
Sorry had to step away for a sec.
Ok, It said it had a more up to date version of IE. I'm just rebooting
It still says page can't be displayed. It says that my wireless connection is connected
open network and sharing center, then hit change adapter settings on the left side
then on the wireless device which is connected, right click on it and hit status
OK I'm in there
then hit the details button
what's the IPv4 Address
okay, that sounds alright
alright, can you try installing firefox? I would like to try to get it to the point to where I can at least one browser up because then I can hopefully give you a gotoassist link
It's asking me to connect to the internet, but it does seem to be connected
okay, in firefox go to 192.168.1.1
see if the router page will come up
Firefox hasn't installed
okay how about in IE
It says unable to open search page
alright hold the windows key and hit R
on the laptop of course
when you get the run window type in cmdand hit enter
when you get the dos command prompt type innetsh int ip reset c:\resetlog.txtand hit enter
from the c:\users\laptop directory or the root?
reset global failed - requires elevation (run as admin)
no user specified settings to be reset
okay, start>all programs>accessories> right click on command prompt and hit run as administrator
OK, wants a restart
okay restart it
Shall I try IE again or try to load firefox?
Both failed I'm afraid
alright, have you attempted to use System Restore yet?
Not on the laptop
alright, before you do that... can you try going into device manager, uninstall the wireless network adapter, then reboot it. It should redetect and reinstall on startup
if that doesn't work, go into system restore by going to start>all programs>accessories>system tools system restore
roll it back to a date before you were having problems
It's actually loaded two copies of the Wifi Miniport adaptor. Is that OK?
I'm not sure... were there two before?
I could delete them seperately
You are uninstalling them from the Network Adapters section right?
uninstall everything from the network adapters section. For example I have a couple of miniport adapters too, plus the wired, plus the wireless adapter
right-click uninstall, etc... then reboot
It put them all back; I put in the network key again but it still doesn't work - it says it is connected to the network. I'll try the system restore
It says there is file system corruption. I'll let it check the disk
we should probably do a sfc scan then
start>all programs>accessories> right click on command prompt and hit run as administratorthen type in sfc /scannowand hit enter. If it finds broken files it may need a windows disc
It's going to take a while. It's done 11%. I don't have a windows 7 disk here but I might have on eat work
just let me know when it's done
It didn't find anything
okay, did you restart after removing the network drivers?
Yes, I've just restarted again
okay then we have to try system restore
I'm getting nowhere. It says it has detected file corruption and I have to check the disk for restore, but it won't let me check the disk while it is in use
okay, do the administrator command prompt again and type in chkdsk /rit'll say can't lock disk do you want to do the scan the next time you restart, hit y and then restart
then try system restore again... if it still won't let you go into system restore because of file corruption you probably have a damaged windows installation and or hard drive damage.
OK, it still says there are errors. I think we'll have to give in to that. Thank you for your help