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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
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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: 4 years ago.
Category: Software
Expert:  Jason Jones replied 4 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?