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 michelleclive Your Own Question
michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft
Satisfied Customers: 5497
Experience:  Indept expertise on MS Office package
26798893
Type Your Microsoft Question Here...
michelleclive is online now

Windows 7 not authentic

Resolved Question:

windows 7 not authentic
Submitted: 1 year ago.
Category: Microsoft
Expert:  michelleclive replied 1 year ago.
Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.Please exlain the problem a bit more in detail.
Customer: replied 1 year ago.

I went on to my internet via sky. i cannot access the internet as it is not connecting to the server.However i phoned sky who said the line is fine and speed satisfactory.A small icon appeared on bottom left of my screen saying the version of windows 7 might not be genuine or counterfeit? i tried two other servers; explorer and google and the same message that it cannot connect to server comes up.

Expert:  michelleclive replied 1 year ago.
Try to ping let me know the ipv 4 address and the gateway then i will be able to identify where the problem is.
Customer: replied 1 year ago.

could you tell me how to obtain the ipv 4 address and gatweway please

Expert:  michelleclive replied 1 year ago.
click on start select search type in cmd hit enter
Expert:  michelleclive replied 1 year ago.
you will see a black box with a blinking curson now you type in ipconfig and hit enter you will see the ipv4 and gateway address.
Customer: replied 1 year ago.

restarting another pop up came up saying the program can't start because DNSAPI.dll is missing from your computer. try reinstalling the program to fix this problem.

Expert:  michelleclive replied 1 year ago.
when was the computer working fine earlier.
Customer: replied 1 year ago.

last night. my 16 year old son went on to his employers website, then the message bottom right 'this copy of windows is not genuine' came up. After this I couldn't access the internet?

Expert:  michelleclive replied 1 year ago.
so internet is not working on the computer since last night and we are communicating on a different comuter or a tab is that correct.
Customer: replied 1 year ago.

correct. I am on my son's laptop at present

Expert:  michelleclive replied 1 year ago.
For windows 7 click the windows menu button select search type in system restore and hit enter. Now the system restore dialog box will open. click the round circle like radio button which says choose a different restore point and then hit the next button on the next screen or box you will see a check box at the bottom says show more restore point.Click on it to put a check mark on it you will get many old dates click on one of the old date and hit next and now hit finish. The computer will restart on its own while it restart please do not interrupt it will take around 10 mins to get you back to working windows without any problem.
Expert:  michelleclive replied 1 year ago.
Follow the steps on the problem computer.
Customer: replied 1 year ago.

will do. just awaiting instructions on problem computer

Expert:  michelleclive replied 1 year ago.
take your time.
Customer: replied 1 year ago.

thanks...not much of a computer buff; but try my best

Expert:  michelleclive replied 1 year ago.
dont worry i am with you.
Customer: replied 1 year ago.

thanks; that gives me reassurance as it can sometimes get very frustrating when things 'go wrong' and technology doesn't want to co-operate!

Expert:  michelleclive replied 1 year ago.
I understand when you are not tech savvy then its really frustrating sometimes.
Customer: replied 1 year ago.

absolutely. the problem computer has now switched itself off and the screen is blank. do i now switch it back on; or wait?

Expert:  michelleclive replied 1 year ago.
no dont switch it on it has restarted and it will come up automatically.
Customer: replied 1 year ago.

OK; will wait for instructions. I'm quite compliant when it comes to good tech. advice

Expert:  michelleclive replied 1 year ago.
no problem.
Customer: replied 1 year ago.

it has come up asking me to enter my password

Expert:  michelleclive replied 1 year ago.
enter your windows login password..
Customer: replied 1 year ago.

done it. my internet is back. the problem is sorted. you are a genius!!

Expert:  michelleclive replied 1 year ago.
I hope I've provided the information you were seeking. If you have any question feel free to ask. Please provide a rating by clicking on the smiley face below or stars on top right of the page and hit submit.
Customer: replied 1 year ago.

thank you.

Expert:  michelleclive replied 1 year ago.
Thank you for using our service.
michelleclive and 4 other Microsoft Specialists are ready to help you
Expert:  michelleclive replied 1 year ago.
Any problem in rating or clicking let me know.

Related Microsoft Questions