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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 7608
Experience:  Computer Software Support Specialist for more than 10 years
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Notice a malicious add-on has caused windows to close internet

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notice a malicious add-on has caused windows to close internet explorer to safeguard my computer following on from notification that internet explorer has stopped working and will close down and try to find a solution to the problem, this is happening on various web pages and whilst using chrome also
Hi Joseph, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.I am very sorry about your issues. I believe your web browsers were hijacked by some form of malwares. Can I remotely access your computer so that I can directly perform a cleanup of these malwares while you watch?Remote access (Secure Remote Assistance) is an optional additional service offer with a minimal one-time flat fee regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.Please let me know if you want this remote option.Best regards,Jess
Jess M. and other Email Specialists are ready to help you
Customer: replied 1 year ago.
that is correct
Joseph,Thank you for using our additional service offer of remote access so that I can help you directly in fixing your problem. For me to remote in, we need a remote access tool. Please follow the steps below to join me in the remote session. These steps are intended for users with Windows computers. If you are using a Mac, please reply to me and let me know so that I can send you the procedures for Mac.1. Please click on this link: In that page, please click on the green I Agree button3. Then download the remote tool when prompted.4. Run the downloaded remote tool to join me in the remote session. I will be waiting for you there.Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.Best regards,Jess
Hi,It appears that your system is totally frozen in the restart process. I suggest that you force it to shut down by pressing and holding the power button until the system is turned off.Keep me posted.Jess
Hi Joseph,How is it going? Please test your browsers again and see if they work fine this time since we have performed the cleanup and removal of malwares. If you need further assistance, please let me know since I will be happy to assist you further.Best regards,Jess
Customer: replied 1 year ago.
I am getting into internet explorer but the stopped working warning has appeared once since trying it and google chrome is empty message states cannot find your file it has been moved or deleted.
Hi Joseph,Thank you for writing back with that information. Can we resume the remote session now?If you are available for the remote session, please click on the link below: on the green Agree button and download the remote tool. After that double click on it to run it and join me in the remote session.Thank you.Jess
Customer: replied 1 year ago.
Microsoft windows phone cannot carry out the request to download that type of file
Are you using a Windows computer now? Or a phone? I can only access a computer remotely.
Customer: replied 1 year ago.
Have downloaded the file on my computer should br ready to go
Connected and working with you now
Customer: replied 1 year ago.
Thank you! I am glad to be of help.Thank you for using our service. If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.Best regards,Jess