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My name is David.
Are you accessing MoneyPoint from your computer or mobile device?
Also, just to clarify, are you referring to Microsoft MoneyPoint?
I see that you requested remote assistance. Just let me know if you are ready now and I will forward the link to the remote assistance program so we can start the remote session and resolve the issue.
Ok, great - just a moment...
Please click on the link below which will open the remote assistance web page:
Then scroll to the bottom of the page and click the I Agree button to download the remote assistance program. If prompted to run the program, confirm that you wish to run the program. If not prompted, go to your downloads folder and double click on the Elsinore file to start the program.
Please let me know if you need assistance with any of the steps.
Just checking to make sure that the computer re-started without issues.
Yes, please test and let me know if the issue with MoneyPoint is resolved.
Also, if you need me to reconnect just start up the remote assistance program again.
Ok, I suspected that might happen. Please start the remote assistance program and I will finish fixing the issue.
Go to your Downloads folder and double click on the Elsinore file and it will start.
If you have trouble finding the Elsinore file just let me know and I will send you another link to start another remote session.
Ok, no worries.
Oops - I see you have reconnected.
My apologies for the delay - I should have confirmed your time zone so assumed the 2:00 I saw on your screen was 2:00 PM not AM.
Are you still available now to finish the remote session?
Ok great. I will send you another link to get started - just a moment...
Please click on the link below and follow the same procedure as yesterday to start the remote session:
Just checking to see if it has finished rebooting.
Sure - I will check back in 30 minutes - no worries
Ok thanks. I am ready to start as soon as the remote session is connected.
My remote access program is running so you just need to start yours.
The computer should now be running in Safe Mode with Networking which is a limited configuration of the normal mode that Windows is normally running.
So now start the remote access program again and the remote session should resume.
Try running Moneypoint and let me know if it starts.
Ok - next right click on the most recently downloaded Elsinore file and click Run as Administrator and then see if it starts up.
Ok then lets try a new one - please click the link below to download and start a new session:
Please let me know if it still does not start.
Ok then next click the Windows Start button, then type
in the Search box and press Enter.
In the window that appears click the Boot tab.
Click to clear the Safe Boot check box, then click Apply and click OK.
Then reboot the computer and start the Elsinore program so we can continue the remote session.
Actually before you do that run a scan using Malwarebytes as the virus may have left a service on your computer that is blocking Moneypoint.
Were you able to complete the last procedure and boot back into normal mode?
Please click on the following link:
It displays a screenshot of the msconfig program and the check boxes you need to clear before rebooting. Please try following the instructions on that webpage except uncheck the check box and click Apply before rebooting.
I know it is late where you are and I have additional changes I can run that may fix the problem. However if you need to postpone it until tomorrow that is OK with me as well.
Ok then let's resume tomorrow. My time zone is Pacific Daylight Time so it is currently 4:49PM here. So maybe we can resume tomorrow in the afternoon your time?
Sunday my time
I am in California
Ok - what time zone are you in?
I saw that the remote assistance program was connected and sent a message however the program disconnected before my message could go through.
I am here and ready.
Ok thanks - I am ready
Do you need another link?
Ok, just a moment...
Here is the link to start the remote session:
Actually I was able to see that you connected the remote session this morning - I responded with a message however it shutdown right when I sent the message. So you are getting a network connection - at least just an hour or so ago. So please try the wireless connection again - if still not working please connect to the network through a network cable if possible.
Ok thanks. Just let me know when you are ready.
Computer is rebooting - should be back up momentarily...
Please start the Elsinore file downloaded today.