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Jess M.
Jess M., Computer Support Specialist
Category: Microsoft
Satisfied Customers: 278
Experience:  Computer Software Specialist for more than 10 years
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Ive lost a document in word. It was on auto save mode and

Customer Question

Ive lost a document in word. It was on auto save mode and then the computer crashed. I tried opening it but it says word cannot open the document as it has an error.
JA: Which programs (name and version) are you experiencing this issue with?
Customer: office 360 and word
JA: What does your screen look like when you try to open the program?
Customer: just white as if it is going to open it
JA: Anything else you want the Microsoft Office Expert to know before I connect you?
Customer: a second error message comes up after the first one asking me if I want to open it anyway. It says to check memory and see the document permissions or try the recovery pane. its not in the recovery pane
Submitted: 1 month ago.
Category: Microsoft
Expert:  SushilS2019 replied 1 month ago.

Hi, this is Sushil. You have reached JustAnswer.com which is a Paid Question and Answer site. I will be helping you with your issue today.
As I understand your issue you are facing issue with Microsoft word document.Am I right ?

Customer: replied 1 month ago.
Expert:  SushilS2019 replied 1 month ago.

May i know which window are you using on your computer ?

Customer: replied 1 month ago.
2010 i think
Expert:  SushilS2019 replied 1 month ago.

Is the same document still opened up on your computer ?

Customer: replied 1 month ago.
No i vant open it
Customer: replied 1 month ago.
Cant*
Expert:  SushilS2019 replied 1 month ago.

I need to take the control of your computer in order to resolve your document issue.

Customer: replied 1 month ago.
Ok
Customer: replied 1 month ago.
Is this going to cost more money? If opened?
Expert:  SushilS2019 replied 1 month ago.

Yes because we are going to use secured remote tool application to take the control of your computer and there is just $10 one time fee for this. I am going to provide you remote link and no other charges to get fix your document issue.

Customer: replied 1 month ago.
Ok cancel this then...i just re write the document thank you
Expert:  SushilS2019 replied 1 month ago.

You are most welcome, alright not an issue if you don't want to pay secured remote fee still i will help you as your issue is priority for me. let me go ahead and fix it for you.

Expert:  SushilS2019 replied 1 month ago.

Are you with me ? Please let me know I am waiting for your reply.

Customer: replied 1 month ago.
No its fine thank you.
Expert:  SushilS2019 replied 1 month ago.

You are most welcome.

Please don't take me wrong, that is company policy as the remote tool is not free of cost however still we believe in customer satisfaction and i really want to give a try to fix your issue.

Might be this document not going to recover later on so let me give a try on this.

Expert:  SushilS2019 replied 1 month ago.

Really sorry for the inconvenience caused.

AS i'm a technician. So, i have no idea with billing.

If you have any concern with billing the please contact our Customer Service team on 1-***-***-****.

Thanks!