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Pete
Pete, Computer Enthusiast
Category: Microsoft
Satisfied Customers: 19004
Experience:  Over 16 years of experience in the Electronics and IT industries.
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My scrollbar moves down so I cant select what i needt

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my scrollbar moves down so I cant select what i needt

Hi there Jackie,

On what device, browser or application is this occurring?

Customer: replied 1 year ago.
PC windows 10 Chrome
Customer: replied 1 year ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer: replied 1 year ago.
I don't want to pay another £26

That's ok, we can reply back and forth here.

Can you explain further what is happening?

Customer: replied 1 year ago.
thanks

Are you using a laptop or desktop PC?

Customer: replied 1 year ago.
for example, if I try to file an email in an outlook note log, the scrol bar moves right down to the bottom and I cant slect anything at the top

What type of mouse are you using? Does it have a scroll function?

Customer: replied 1 year ago.
I am using a desktop PC

Does the problem only occur in Chrome? Have you tried using any other web browser?

Customer: replied 1 year ago.
HP mouse

Is it a wireless mouse?

Customer: replied 1 year ago.
wireless
Customer: replied 1 year ago.
drop down options are not working either

Does the problem only occur in Chrome? Have you tried using any other web browser?

When did the problem first start?

Have you tried shutting down the computer and restarting it?

Customer: replied 1 year ago.
a few days ago. I havent made any changes to my PC
Customer: replied 1 year ago.
It happened once before and I took it to local PC repaired - they fixed it but didn't explain what it was
Customer: replied 1 year ago.
I wonder if it
is a virus

Does the problem only occur in Chrome? Have you tried using any other web browser?

Customer: replied 1 year ago.
when I try to log on to my internet banking, I have to provided selected characters for my password using a drop-down. ehn I click on the downward arrow nothing appears so I cant select the
characters

Does the problem only occur in Chrome? Have you tried using any other web browser?

Customer: replied 1 year ago.
it happens in firefox and IE too

Ok, sometimes this problem can be caused by a scroll mouse -

try changing the batteries in your wireless mouse, or try using a different mouse.

Let me know if that helps?

Customer: replied 1 year ago.
ok
Customer: replied 1 year ago.
I am using another mouse now - no change
Customer: replied 1 year ago.
its not just using browsers
Customer: replied 1 year ago.
if I click on the All Apps icon, bottom left, as soon as I try to select program, the list just scrolls down to
the bottom

Ok, thanks for that info.

If all programs are affected then there may be a scroll lock turned on, or the Down Arrow button may be sticking.

Do you have a different keyboard you can try?

Customer: replied 1 year ago.
it seems to be with any list. If I go to my documents, it immediately scrolls down to the bottom of the list

Do you have a different keyboard you can try?

Customer: replied 1 year ago.
No
but I dont think it is hardware because it happened before and was resolved without doing anything to the mouse or keyboard. I just wish I knew what they did

Hi Jackie,

Are you still having this problem?

Can you try running a security scan using:

https://www.microsoft.com/security/scanner/en-gb/default.aspx

Customer: replied 1 year ago.
I am away from home this week do can't do anything until I get back

That's ok, you can reply back next week or whenever suits.

Pete.

Customer: replied 1 year ago.
Pete, I have told you that I am away until next week but I still keep getting emails asking me to reply.
Jackie

Hi Jackie,
Those are automated emails sent by the website - sorry about that!
You can ignore those reminders until you get back.
The only messages I send you directly are shown on the question page.

Customer: replied 1 year ago.
I have downloaded the safety scanner and have a message saying it is not commonly downloaded and could harm my computer. Can you confirm that it is safe for me to
run it?

Yes the Microsoft security scanner is safe to download and use.

If you prefer, I can assist you install it remotely. I will send through the offer...

Pete.

Pete and 4 other Microsoft Specialists are ready to help you
Customer: replied 1 year ago.
I downloaded the scanner. then had message " Windows protected your PC. Windows Smartscreen prevented an unrecognised app from starting. Running this App might put your PC at risk. I selected " Run Anyway" then got message "This App cant run on your PC". I think a remote session would be helpful but will not be at home with my Pc until Friday
Customer: replied 1 year ago.
Hi Pete,
Are you able to help me today ?

Yes, what time suits?

Customer: replied 1 year ago.
16:30?

Yes, any time between now and 16:30

As soon as you are ready, go to the following link to start the session:

http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=245631ae-ab79-4893-bf26-bec2ab0aa437

Customer: replied 1 year ago.
Instructions say "Agree to the Secure Remote Assistance Legal Disclaimer below" but no disclaimer is shownn.

Reply back here again tomorrow or whenever suits.

No need to reply today as it will prompt me to get back to you :)
Pete.

Customer: replied 1 year ago.
Malwarebytes scan has finished - no threats identifed

Ok, could you restart the PC in safe mode and let me know if it happens there?

You can restart in Safe Mode by holding down the [Shift] key on the keyboard when you click Restart.

Or you can restart in Safe Mode by selecting Start > Settings > Update & Security > Recovery > Advanced start-up > Restart now.

Then you will need to select Troubleshoot > Advanced options > Start-up Settings > Restart and then press either the [4] or [5] key on your keyboard to restart in Safe Mode or Safe Mode with Networking (if you want internet access).

Customer: replied 1 year ago.
Hi Pete,
I started my PC in safe mode. it still happens:-(

Can you try using a different user account on the same computer and let me know if it happens there?

If you don't have a different user account set up and need instructions on how to do it, let me know.

Customer: replied 1 year ago.
i dont have another account. how do I set one up?
Customer: replied 1 year ago.
I have tried to set up another account but get a message that the profile
cannot be loaded

This happens to some users who upgraded to Windows 10 from a previous version.

To get around it, try disconnecting from the internet before creating the new profile.

Customer: replied 1 year ago.
Hi Pete
as I ran the checks you recommended, it seemed more and more odd so I decided to try a third key board and the problem has gone away. it must have been just a coincidenc that the problem disappered after I had my PC serviced recently.
Thanks for you help.
Jackie

Oh great, glad to hear you got it sorted!

Let me know if you need anything else at all,

Best,

Pete.