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Jason Jones
Jason Jones, Computer Technician
Category: Software
Satisfied Customers: 16083
Experience:  10+ years of work experience.
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Scope of work provided no 15043555-470 User zuw3amxHouston

Customer Question

Scope of work provided for order no 15043555-470 User Customer
Houston we have a problem! Requiring a Guru to take control of my PC to effect repairs.
Please advise if and how this may be done in safe mode Will communicate via iMail on iPad meantime.
Problems are:- 1. blue screen STOP 0*00000000000A (etc) in Win 7
2. Internet problem yellow triangle in router icon on task bar
3. Discovered I.R controller has yellow triangle - Driver not properly
installed, yet it is the latest driver.
4, also noted "drop box" icon not loading in task bar (thats when blue
screen appears
Unable to start PC ( blue screen as above) thus the need to give you access in safe mode with networking?
When in safe mode today trying to find info in Outlook, Microsoft shut outlook down ( possibly problem with Internet, although there was no yellow triangle on router icon in safe mode with networking.)
Done so far ( not a lot), did a system reschedule to last set point. Did nothing
Uninstalled iTunes update, did nothing -reinstalled
Ran a scan on "my turbo PC" did a fix but did nothing apparently
Got on too slow with your American cousins so we did not achieve anything if you can access IT Miro's communications you will get the background
Thanks
Allan
Submitted: 2 years ago.
Category: Software
Expert:  Jason Jones replied 2 years ago.
Hello,
My name is Jason. I look forward to helping you today.
I can see that you may need a little bit of extra help.
Do you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?
Thank you.
Customer: replied 2 years ago.
Thank you for contacting me
Still need help!
Managed to get PC running yesterday by forcing "my turbo PC" to start but not to run it, it held off the blue screen!
Gave me time to do some data back ups.
Left PC running overnight so you could access it - but when I tried to get into Norton this morning it had bee attacked!
Ran the repair tool it found 3 files to be removed which I did, then did a live update and a scan which were clear.there is still a glitch on the router icon in the task bar upon start up that also needs to be fix ( not evident on iPhone or iPad but access Internet without problem.
Rules: I do not wish you to format the hard drive "C" without my written authority,
Please be wary of outlook as I have a wealth of rubbish in there,
Please don't play with I cloud , don't want to lose data
Finally got a nurse appointment at 13.45 so I will be out from 13.15 to about 15.30. If you can leave me an e-mail like this one I will contact you upon my return. Meantime I will switch off Internet on PC but leave it running, hopefully for you to start doing your Guru stuff
Thanks
Allan
Expert:  Jason Jones replied 2 years ago.
Hello Allan,
In order for me to remotely connect to your system, two things have to occur. First you will need to accept the additional services request for the remote option. Secondly, you will click a link to begin the remote session.
Please, notify me when you are ready to begin.
Thank you kindly,
Jason
Customer: replied 2 years ago.
Jason, i am now sitting in front of my ailing PC ready to give you my undivided attention
Allan
Expert:  Jason Jones replied 2 years ago.
Thank you, Allan.
I am ready to begin as well.
As soon as you can accept the additional service of Remote Session, I will be able to send you the remote link.
I will be standing by,
Jason
Customer: replied 2 years ago.
I accept the additional services of the remote link
Allan
Expert:  Jason Jones replied 2 years ago.
Thank you for the update.
In that case, you can choose to accept the new item of Remote. On this page, you should be asked if you wish to start remote. You simply need to accept that remote item.
Customer: replied 2 years ago.
Can't see anything on the page requiring a response from me
Allan
Expert:  Jason Jones replied 2 years ago.
When you come to this page, you should be prompted to add a new service of Remote help. You don't see anything to that effect anywhere on this page?
Jason Jones and other Software Specialists are ready to help you
Expert:  Jason Jones replied 2 years ago.
Thank you, Allan.
After boot into Safe mode with networking, continue below.
Please, click the following link and choose to run the remote application: http://74.208.229.96/?Session=6ced3793-eaf2-419e-b8bc-14c8f306a9e3
Expert:  Jason Jones replied 2 years ago.
Are you having any problems with running that remote application after it is downloaded?
Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?
Expert:  Jason Jones replied 2 years ago.
Allan,
I sent you the remote link 10 minutes ago. It appears as though you have not clicked the link, yet.
May I ask for an update from your end? Is there a problem?
Thank you,
Jason
Expert:  Jason Jones replied 2 years ago.
Allan,
The remote has not been run from your end. I hope everything is okay. While I sit here and await your arrival on the remote page, I cannot help anyone else.
If you cannot do it now and wish to continue later, that is totally okay. I just need to know if you wish to do it now or not.
Thank you,
Jason
Customer: replied 2 years ago.
Please give me 10 mins
Allan
Expert:  Jason Jones replied 2 years ago.
Yes, sir.
Thank you for the update.
Customer: replied 2 years ago.

Have now got PC in Safe Mode

Cant find the link! and OutLook not working in safe mode

there should be a web mail from you with it on but I can't find it even though I have re logged into Just Answer

Allan

Expert:  Jason Jones replied 2 years ago.
You can use the old link or the following link: http://tinyurl.com/kbd27t4
Please, run that link on the problem computer and run the remote application.
Thank you.
Customer: replied 2 years ago.
Another blue screen going for normal win start with try blocking mode again
Allan
Expert:  Jason Jones replied 2 years ago.
Hello Allan,
I am not quite sure I understand your last post.
Were you at all able to boot into Normal mode?
Customer: replied 2 years ago.
Still trying to get into normall now trying to open interneon roter
Expert:  Jason Jones replied 2 years ago.
Thank you for the update.
Customer: replied 2 years ago.
Another blue screen!
Expert:  Jason Jones replied 2 years ago.
Please, boot into Safe Mode with Networking and run the Remote Application again.
Thank you.
Expert:  Jason Jones replied 2 years ago.
May I ask how that is going?
Customer: replied 2 years ago.
How can I stop the process so I can read it
Expert:  Jason Jones replied 2 years ago.
That is okay. We can check the logs once we get back in.
Please, boot normally.
Thank you.
Customer: replied 2 years ago.
Having booted for the first time it just wasts to continue to boot is that what you want? If not how do I get out of the loop.
Expert:  Jason Jones replied 2 years ago.
I would prefer Normal, but if it isn't working, boot into safe mode.
Please, boot into Safe Mode with Networking.
Thank you.
Expert:  Jason Jones replied 2 years ago.
May I ask for an update?
Customer: replied 2 years ago.
Just commenced booting safe with netwok
Expert:  Jason Jones replied 2 years ago.
Thank you.
Customer: replied 2 years ago.
Your attempt crashed
Allan
Expert:  Jason Jones replied 2 years ago.
Please, boot back into Safe Mode with Networking.
Thank you.
Expert:  Jason Jones replied 2 years ago.
May I ask for an update?
-
Customer: replied 2 years ago.
18.08 start up
18.10 screen off
18.11 sigh in
18.12 desk top no drop box , router not op but was later via 2 yellow triangles
Just for info
Allan
Expert:  Jason Jones replied 2 years ago.
Thank you.
.
Expert:  Jason Jones replied 2 years ago.
May I ask what is going on?
I have not been reconnected.
Customer: replied 2 years ago.
Jason what is happening are you waiting for me.
The program red box we were using has gone do I need to re install?..
Expert:  Jason Jones replied 2 years ago.
Yes, please click the remote link once more and run it.
Please, click the following link and choose to run the remote application: http://tinyurl.com/kbd27t4
Expert:  Jason Jones replied 2 years ago.
Yes, please click the remote link once more and run it.
Please, click the following link and choose to run the remote application: http://tinyurl.com/kbd27t4
Customer: replied 2 years ago.
Jason please talk to me
Allan
Expert:  Jason Jones replied 2 years ago.
There must be some confusion.
I have asked you a couple times to reconnect.
Please, run the remote application again.
Thank you.
Expert:  Jason Jones replied 2 years ago.
I have not gone anywhere.
Every couple minutes, I continue to ask you to reconnect the remote link up.
Please, run the remote application on the computer again.
The last step in this process today is to reinstall Norton. If you wish, you can install that yourself, test the system out for a couple days and update me on your status later on.
Expert:  Jason Jones replied 2 years ago.
Allan,
Are you still with me?
I have sent several messages, but have not gotten any response from you.
Please, run the remote application again.
Thank you.
Expert:  Jason Jones replied 2 years ago.
I have sent you several messages over the last 1/2 on this page.
I don't know if you are still there or not.
The only thing that needs to be completed is the reinstallation of Norton. You have all that information/documentation required for the reinstall.
Do you just want to install that yourself, test your computer for a couple days, and update me on your results?
I look forward to your response.
Thank you.
Expert:  Jason Jones replied 2 years ago.
Hello Allan,
I am very sorry, but I cannot wait any longer. It has been 1/2 an hour since our last connection.
As stated above, the only thing that is needed now is to install Norton.
Please, reinstall Norton. Once that is complete, you are good to go and nothing else is needed.
If you have any questions later on, please let me know.
Thank you again, very much for your time and patience today.
If you do wish to continue at a later time, please let me know. I will be offline within the next 20 minutes.
I will be standing by.
- ***** *****
Customer: replied 2 years ago.
Thanks for you help to date Jason,
I lost contact with you on my ipad
Norton has been installed just trying to sort out the correct licence
Only thing left to do is take out the slow lumps on the start up
Good night
Allan
Expert:  Jason Jones replied 2 years ago.
You are super welcome, Allan.
Thank you for your time, the chance to work with you, and for the update.
I am a member of all computer, networking, and cell phone categories. If you ever need anything else, please let me know.
I'm online most hours of the day and only a brief time away.
-Jason
Customer: replied 2 years ago.
I apologise for losing contact with you towards the end it was a mixture of your site software and my operation of it. I kept getting messages that said your server could not handle my message as there were too many sessions (from me ) on going. It's just the way the responses come in and with a dialogue asking if I want to look at my response - on pressing this it opens up another thread! There were so many open I must have deleted the wrong one!
Reinstalled norton ran it last night it found, when I left it to go to bed, 7 tracking cookies.
Started ok this morning thanks, ***** ***** being I lost 4 HP printer short cuts which I am in the process of trying to resolve. Might need a restart with the printer uncoupled and then couple it so it will do a driver/ software search.
As you did not like my "your turbo PC" software can you recommend a good replacement, I ask this as I know windows registries are a thing of wonder, but at 76 I am not a PC guru! But I am glad you are.
Will have a couple of questions for you perhaps tomorrow regarding Norton Firewall as it I is currently set up, and a couple of short example extracts from the scan log, today I am gonna rest!
Thanks again Allan
Expert:  Jason Jones replied 2 years ago.
Thank you for the update, Allan.
A good replacement for the 'Turbo" application is the following free application: https://www.piriform.com/ccleaner
I will be standing by.
Thank you,
Jason

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