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Josh
Josh, Computer Enthusiast
Category: Microsoft Office
Satisfied Customers: 16430
Experience:  Expert for over 10 years
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I did an update for a program for income tax .I now cant get

Resolved Question:

I did an update for a program for income tax .I now cant get into the program .When I try to access, the user control comes up, do you want to allow the following program to make changes to this computer.The source is rti.exe.I cant get rid of the message if I click yes or no.What can I do
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  Josh replied 2 years ago.
Hi! My name is XXXXX XXXXX I will be assisting you. Let's get started!

It sounds like the computer is frozen. Please hold down the power button on the computer for 5-10 seconds until it powers off. Wait 10 seconds and power it back on.

Try accessing the program again after the restart.
Customer: replied 2 years ago.

I can access all my programs apart from this one,Tony

Expert:  Josh replied 2 years ago.
Do you have XP, Vista, 7, or 8?
Customer: replied 2 years ago.

windows 7, home premium,service pack 1

Expert:  Josh replied 2 years ago.
Before we get started, you will be disconnected from our chat to perform the steps below. Please press CTRL and D together on your keyboard to save this page as a favorite so you can return when you reboot. The page will appear in your Favorites tab.


Click the Start button . In the search box, type System Restore then press enter.

Choose a different restore point.
Select a date before the issue. (Click on Show more Restore points)
Follow the prompts to restore your computer
Your computer will restart, after the restart try again.

Customer: replied 2 years ago.

I now have Errno 13 permission denied coming up when I try to access the program

Customer: replied 2 years ago.

As I havent heard from you can I assume you cant help further,Tony

Expert:  Josh replied 2 years ago.
Tony,

I apologize for the long delay. I was away from my desk and you should have been notified.

Does it only happen with that program? Was the restore successful?
Customer: replied 2 years ago.

good morning Josh,it only happens with this program.The system restore worked fine.The permission denied relates to this program under errno13

Expert:  Josh replied 2 years ago.
Before opening the program, RIGHT CLICK and click on RUN AS ADMINISTRATOR

Can you run the program now?
Customer: replied 2 years ago.

Hi Josh,sorry been out.I have run administrator and the same message comes up,Tony

Expert:  Josh replied 2 years ago.
Are you available for a remote session so I can see the error and fix it?
Customer: replied 2 years ago.

Hi Josh,can I contact you after the weekend,I have family here at present,thanks ,Tony

Expert:  Josh replied 2 years ago.
Absolutely!

I will be here on Monday from 9-6pm EST. Reply back when you are here again
Customer: replied 2 years ago.

Dear XXXXX,can you help.The error message doesnt come up now but I still cant get into the program.I am wondering if it is anything to do with my Norton,Tony

Expert:  Josh replied 2 years ago.
What happens when you try to open the program now?
Customer: replied 2 years ago.

Dear XXXXX,the program sign comes up and them disappears and that is all.Is it to do with an .exe file?,Tony

Expert:  Josh replied 2 years ago.
At this point, I think it would be best if I remoted into your computer to see the issue and fix it. Is that okay with you?

Customer: replied 2 years ago.

Dear XXXXX ,that is fine .What should I do,Tony

Expert:  Josh replied 2 years ago.
navigate to http://166.78.231.170:8040/ and type in the code "1" without the quotes
Customer: replied 2 years ago.

Dear XXXXX,I will do that.The program is BPT-RTI ,Tony

Expert:  Josh replied 2 years ago.
Connected.
Expert:  Josh replied 2 years ago.
We were disconnected after the restore. Let me know if you still have the issue so I can connect again if needed
Customer: replied 2 years ago.

Dear XXXXX,still not resolved.It now seems worse.Cant get into Google chrome .Tried to reinstall ,wont.The .exe file seems still to be the issue.Not sure Norton is working ,Tony

Expert:  Josh replied 2 years ago.
Are you here for a remote session again?
Customer: replied 2 years ago.

Dear XXXXX,yes

Expert:  Josh replied 2 years ago.
Great -

Please allow a couple of minutes. I am currently in a remote session with another customer.
Customer: replied 2 years ago.

ok

Expert:  Josh replied 2 years ago.
navigate to http://166.78.231.170:8040/ and type in the code "2" without the quotes
Expert:  Josh replied 2 years ago.
Feel free to rate here
Josh, Computer Enthusiast
Category: Microsoft Office
Satisfied Customers: 16430
Experience: Expert for over 10 years
Josh and 2 other Microsoft Office Specialists are ready to help you
Customer: replied 2 years ago.

Dear Josh,thanks for your help.Sorry we lost the tax records.It is good to get the rest back though.I wish you well,Tony

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