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Pete
Pete, Computer Enthusiast
Category: Microsoft Office
Satisfied Customers: 16555
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

Customer Question

my scrollbar moves down so I cant select what i needt
Submitted: 10 months ago.
Category: Microsoft Office
Expert:  Pete replied 10 months ago.

Hi there Jackie,

On what device, browser or application is this occurring?

Customer: replied 10 months ago.
PC windows 10 Chrome
Customer: replied 10 months 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 10 months ago.
I don't want to pay another £26
Expert:  Pete replied 10 months ago.

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

Expert:  Pete replied 10 months ago.

Can you explain further what is happening?

Customer: replied 10 months ago.
thanks
Expert:  Pete replied 10 months ago.

Are you using a laptop or desktop PC?

Customer: replied 10 months 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
Expert:  Pete replied 10 months ago.

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

Customer: replied 10 months ago.
I am using a desktop PC
Expert:  Pete replied 10 months ago.

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

Customer: replied 10 months ago.
HP mouse
Expert:  Pete replied 10 months ago.

Is it a wireless mouse?

Customer: replied 10 months ago.
wireless
Customer: replied 10 months ago.
drop down options are not working either
Expert:  Pete replied 10 months ago.

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

Expert:  Pete replied 10 months ago.

When did the problem first start?

Expert:  Pete replied 10 months ago.

Have you tried shutting down the computer and restarting it?

Customer: replied 10 months ago.
a few days ago. I havent made any changes to my PC
Customer: replied 10 months 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 10 months ago.
I wonder if it
is a virus
Expert:  Pete replied 10 months ago.

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

Customer: replied 10 months 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
Expert:  Pete replied 10 months ago.

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

Customer: replied 10 months ago.
it happens in firefox and IE too
Expert:  Pete replied 10 months ago.

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 10 months ago.
ok
Customer: replied 10 months ago.
I am using another mouse now - no change
Customer: replied 10 months ago.
its not just using browsers
Customer: replied 10 months 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
Expert:  Pete replied 10 months ago.

Ok, thanks for that info.

Expert:  Pete replied 10 months ago.

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 10 months ago.
it seems to be with any list. If I go to my documents, it immediately scrolls down to the bottom of the list
Expert:  Pete replied 10 months ago.

Do you have a different keyboard you can try?

Customer: replied 10 months 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
Expert:  Pete replied 10 months ago.

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 10 months ago.
I am away from home this week do can't do anything until I get back
Expert:  Pete replied 10 months ago.

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

Pete.

Customer: replied 10 months ago.
Pete, I have told you that I am away until next week but I still keep getting emails asking me to reply.
Jackie
Expert:  Pete replied 10 months ago.

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 9 months 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?
Expert:  Pete replied 9 months ago.

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, Computer Enthusiast
Category: Microsoft Office
Satisfied Customers: 16555
Experience: Over 16 years of experience in the Electronics and IT industries.
Pete and 3 other Microsoft Office Specialists are ready to help you
Customer: replied 9 months 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 9 months ago.
Hi Pete,
Are you able to help me today ?
Expert:  Pete replied 9 months ago.

Yes, what time suits?

Customer: replied 9 months ago.
16:30?
Expert:  Pete replied 9 months ago.

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 9 months ago.
Instructions say "Agree to the Secure Remote Assistance Legal Disclaimer below" but no disclaimer is shownn.
Expert:  Pete replied 9 months ago.

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 9 months ago.
Malwarebytes scan has finished - no threats identifed
Expert:  Pete replied 9 months ago.

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

Expert:  Pete replied 9 months ago.

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

Expert:  Pete replied 9 months ago.

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

Expert:  Pete replied 9 months ago.

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 9 months ago.
Hi Pete,
I started my PC in safe mode. it still happens:-(
Expert:  Pete replied 9 months ago.

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 9 months ago.
i dont have another account. how do I set one up?
Customer: replied 9 months ago.
I have tried to set up another account but get a message that the profile
cannot be loaded
Expert:  Pete replied 9 months ago.

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 9 months 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
Expert:  Pete replied 9 months ago.

Oh great, glad to hear you got it sorted!

Let me know if you need anything else at all,

Best,

Pete.

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