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 Steve Herrod Your Own Question

Steve Herrod
Steve Herrod, Computer Support Specialist
Category: Software
Satisfied Customers: 160
Experience:  Familiar with a wide variety of software and experienced in user training/support
65126503
Type Your Software Question Here...
Steve Herrod is online now

Hi, My computer has XP and is around 8 years old. When loading

Customer Question

Hi,

My computer has XP and is around 8 years old. When loading a program it finishes with a splash window icon at the bottom of the screen. The program will not operate. Please advise. Thank you.
Submitted: 3 years ago.
Category: Software
Expert:  Jason Jones replied 3 years ago.

Jason :

Hello and thank you for your question today. My name is Jason. I look forward to helping you today.

Jason :

Are you having this problem with all applications?

JACUSTOMER-eph9ri4o- :

I think the answer is no. I have not put any other programs on recently.

Jason :

oh

Jason :

Thank you for the update.

May I please, start a remote screen sharing session with you so that I can better help you resolve this problem?

JACUSTOMER-eph9ri4o- :

I am happy with that, however, I am on my new computer at present. I need to get the old computer started which takes a short while. The reason I want to load the program on the old computer is that the program is old and my new computer has Windows 7

Jason :

oh okay

Jason :

Please, let me know when you are ready.

Jason :

On the problem computer, please, go to the following site and allow the remote app to run: http://tinyurl.com/o842o7r

JACUSTOMER-eph9ri4o- :

Sorry, my old computer will take around another 10/15 minutes to come into life. Please advise. Would it be better to return tomorrow after I have the computer working.

Jason :

I can wait

JACUSTOMER-eph9ri4o- :

ok - the old computer is on and I have typed in your app

Jason :

thank you

JACUSTOMER-eph9ri4o- :

Am I now to click the runremotedesktop now please.

Jason :

Yes

JACUSTOMER-eph9ri4o- :

It has come up with the message Elsinore.scre....exe is not commonlydownloaded and could be dangerous.

Jason :

IT is safe

Jason :

Please, run it

JACUSTOMER-eph9ri4o- :

ok - the message is from 67.192.95.188 with the option to run

Jason :

Yes, allow that

JACUSTOMER-eph9ri4o- :

ok

Jason :

Is it running?

JACUSTOMER-eph9ri4o- :

yes

Jason :

Thank you

Jason :


I look forward to your next message or your rating below.

To rate me, you can click one of the faces below and click Submit/Ok or click the Accept button.

Thank you again,
- Jason

JACUSTOMER-eph9ri4o- :

Thank you - are you saying that the splash window did not come up

Jason :

One moment.

Jason :

I see the problem.

JACUSTOMER-eph9ri4o- :

Is this the point to give up please

Jason :

No, not yet.

Jason :

When was the last time it worked?

JACUSTOMER-eph9ri4o- :

Around 1 year ago - a new program was loaded on to a server at work. This program was only loaded here.

Jason :

ok.

Jason :

What does that mean?

Jason :

What new program was installed on the servedr?

Jason :

server

Jason :

Is this computer supposed to be on a domain?

Jason :

Well, the next step is to uninstall Sage and reinstall it after you make any backup that you wish to.

JACUSTOMER-eph9ri4o- :

Hi

Jason :

.

JACUSTOMER-eph9ri4o- :

Hi Not on a domain I am ok to uninstall but a backup is not necessary. Am I still on the £21 fee please

JACUSTOMER-eph9ri4o- :

Your remote access has ended

Jason :

Yes

Jason :

That is correct.

Jason :

You can uninstall and reinstall.

Jason :

The fee is the smae.

Jason :

same

JACUSTOMER-eph9ri4o- :

If I uninstall and reinstall does that complete the session please and I sign off

Jason :

I do not understand your statement.

Jason :

After you do that, please, updateme.

Jason :

update me

JACUSTOMER-eph9ri4o- :

I do not have time now - can I assume that the program will work if I do what you say

Jason :

Yes that is correct.

Jason :

If not, you can always come back here after you rate.

Jason :

Thank you

Jason :


I look forward to your next message or your rating below.

To rate me, you can click one of the faces below and click Submit/Ok or click the Accept button.

Thank you again,
- Jason

JACUSTOMER-eph9ri4o- :

Have reinstalled and continues to have the splash window. Program will not operate.

Jason :

Hello

Jason :

I see that you rated me instead of continuing.

Jason :

That means we are done.

Jason :

Was that a mistake?

JACUSTOMER-eph9ri4o- :

Sorry but the problem has not been solved

Jason :

Did you purposely mark me as bad?

Jason :

You rate when we are done.

Jason :

Oky

Jason :

Now you are charged.

Jason :

Do you understand that you only rate when we are done?

Jason :

I don't know how you were able to rate me in any case, I had that disabled.

Jason :

Good day.

Jason :

I will leave now.

Jason :

I hope that you can fix your problem.

Jason :

Thank you for the update.

May I please, start a remote screen sharing session with you so that I can better help you resolve this problem?

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Steve Herrod

    Steve Herrod

    Computer Support Specialist

    Satisfied Customers:

    160
    Familiar with a wide variety of software and experienced in user training/support
< Last | Next >
  • http://ww2.justanswer.com/uploads/SP/spherrod/2012-6-6_174244_1000852.64x64.JPG Steve Herrod's Avatar

    Steve Herrod

    Computer Support Specialist

    Satisfied Customers:

    160
    Familiar with a wide variety of software and experienced in user training/support
  • http://ww2.justanswer.com/uploads/SE/Seashore2011/2011-12-6_33418_111205223015.64x64.jpg Chris L.'s Avatar

    Chris L.

    Support Specialist

    Satisfied Customers:

    114
    Certified Software expert with over 10 years experience.
  • http://ww2.justanswer.com/uploads/JE/jessmagz/2012-6-6_18129_jm.64x64.jpg Jess M.'s Avatar

    Jess M.

    Computer Support Specialist

    Satisfied Customers:

    112
    Computer Software Support specialist for more that 10 years
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S's Avatar

    Frederick S

    Computer Specialist

    Satisfied Customers:

    91
    Computer technician; founder of a home PC repair company.
  • http://ww2.justanswer.com/uploads/WA/wa94sound/2012-6-6_202633_iStock000007010121Small.64x64.jpg Bernie's Avatar

    Bernie

    Software Support

    Satisfied Customers:

    52
    6+ years experience, Microsoft MCDST/CompTia A+ Certified
  • http://ww2.justanswer.com/uploads/CH/chutz747/2011-11-6_14231_me.64x64.jpg The-PC-Guy's Avatar

    The-PC-Guy

    Software Engineer

    Satisfied Customers:

    38
    20 years experience providing remote computer support
  • http://ww2.justanswer.com/uploads/jnayes/2010-12-23_132454_japicbetter.jpg jnayes's Avatar

    jnayes

    Computer Support

    Satisfied Customers:

    37
    Network Administrator
 
 
 

Related Software Questions