PC corrupted by virus attacks now need to reinstall operating system

Here I am writing the case in which client was too cooperative, however, we still unable to resolve the issue on Remote so advise them accordingly.

 
Sarah (client): good morning Paul. I pray you can help me. I am at my wits end.
Support Analyst: Hi
Support Analyst: How are you
Support Analyst: I will assist you to fix the issues
Support Analyst: Do you have Window installataion disk
Support Analyst: since some system files are missing up
Sarah (client): not the 3 pack. i have a 2 pack but the the installer didnt give that to me.
Support Analyst: please insert it in now
Sarah (client): but it asks for the 2 pack. is that ok
Support Analyst: yes
Sarah (client): ok
Support Analyst: I will rebot and check further
Support Analyst: please eject out cd
Sarah (client): thanks
------------------ PC REBOOTED ON REMOTE SESSION ------------------------

Sarah (client): i havent touched anything
Support Analyst: hi
Sarah (client): im here
Support Analyst: check outlook working or not
Sarah (client): i double click and nothing
Support Analyst: ok, its running fine now
Sarah (client): paul i can't double click but i have to ask it to open. i still get the same error
Support Analyst: i see
Support Analyst: it seems some problem with installation of windows
Support Analyst: you might need to repair it
Sarah (client): also itunes gives me the riched20.dll. error
Support Analyst: its saying installation issue here
Sarah (client): i did reinstall it and that was the error i got
Support Analyst: you need to repair your window first
Sarah (client): you said to get the computer repair. what exactly does that mean.
Support Analyst: as Window components are not running up
Support Analyst: i will send you steps for Repair Installation of windows

 
Sarah (client): hard drive isssue? motherboard?
Support Analyst: OS issue
Sarah (client): os?
Support Analyst: which can not be cured, operating system
Support Analyst: without reinstallation
Sarah (client): so a whole new system?
Support Analyst: no
Support Analyst: it will copy new files of system during repair mode
Support Analyst: i will send you the steps through email
Support Analyst: take that print out and perform them carefully
Sarah (client): do you do that or do i take to someone?
Support Analyst: If you are able to do yourself, then report us after then so we can assist you further
Support Analyst: if not, then call a Technician at home to repair it
Sarah (client): what print out?
Support Analyst: Steps which i am going to sent you
Sarah (client): oh. is it not something you can do remotely?
Support Analyst: No, since it will be done during bootup, and Bios
Sarah (client): ok. i will try and hope that all goes well.
Support Analyst: sure, till then take care, bye now

Need Firefox/Google Chrome instead of Internet Explorer and Heavy games slowing down PC speed

Another session taken on Citrix Software to assist a client having multi problems on PC and using heavy Games and software with 256 MB RAM on a Intel Celeron Processor, Window XP system.

Analyst: Hi
florayne karnes: hello
Analyst: I will assist you further
Analyst: let me handle your PC, thanks
florayne karnes: ok ty
Analyst: do you use  google earth and Move Networks media player.
florayne karnes: no i also have firefox not internet explorer
Analyst: ok
Analyst: may i uninstall your Gogle earth, Move network media layer.
florayne karnes: yes do whatever you need to
Analyst: Many heavy software installed in your system
Analyst: do you wish to keep games on your PC
Analyst: and some Canon utilities also I think not essential to run Printer..
florayne karnes: do what you need to
Analyst: Ok, thanks
florayne karnes: i got cannon canera
Analyst: it is taking quite long
florayne karnes: i see that
florayne karnes: somethings not right
Analyst: which one?
Analyst: is it installed by Comcast Service provider?
florayne karnes: yes
florayne karnes: resets ip add when lost
Analyst: you can reset using Window tools
Analyst: no extra tool required to reset IP address
florayne karnes: k
Analyst: use this PC icon from System tray
Analyst: if any problem arised
Analyst: you can also remove yahoo if needed
Analyst: Please report us after a day with complete analysis, so we can assist you further
florayne karnes: Ok, what about internet explorer
Analyst: use Mozilaa instead of Internet explorer
Analyst: no need to remove it
florayne karnes: ok
Analyst: ok, PC need reboot now
Analyst: ok, thanks, Take care bye now
florayne karnes: k ty

  

Yes we Can! Fix for Device Manager list, CD ROM and Startup entries on Live Chat..

One of our client having Win XP, facing problem with the Startup Items, No entry in Device Manager for the Drivers.

Let us see How this case gonna on Live Chat --->>>

Expert: Hello sir, how May I help you??
Client : hello
Client : my name is louise
Expert: let me know how can I assist you
Client : my computer will not let me make changes to config
Client : when a suggestion was made by you earlier to enter msconfig so that i may alter the start up programmes i tried to uncheck programmes but it said i needed to be a administrator so access was denied
Expert: sorry I forgot as so many other client to support
Expert: ok, is any other error mssage coming on..
Client : however, my computer has not been the same since, no drivers are running in fact most services have stopped
Client : i cannot restart them
Client : i have tried to access msconfig in safe mode as administrrator but it still tells me I am not an administrator
Client : the message when trying to enable services is the service is not available
Expert: ok
Expert: I see
Expert: when you reboot PC did you get any error messages
Client : no
Expert: On running any application?
Client : only when programmes couldn't start up
Client : i.e macfee
Client : yes
Client : i cannot save to disc my printer is not connected
Client : infact there are no devices listed in device manager
Expert: let me see
Expert: Is the Cd already have document
Client : no
Expert: wait
Expert: delete all files then try a single one
Client : there is a disc in the drive
Expert: please eject it and then try again
Expert: Your cd is not working, try a New One
Client : that was anew one, but i'll try another one
Expert: If you have another then try with it, a Fresh one thanks
Expert: Since when you have been facing this issue
Client : since yesterday
Expert: I am concern with Device Manager entries
Client : I don't understand it, as whn i did try to ammend msconfig it wouldn't let me but when i started up my computer upon request it had gone all weird
Expert: Ok, I am reviewing your emails
Expert: wait a minute
Expert: Have you change setting from the Startup Tab or General Tab
Client : i tried to uncheck a couple of things in start up tag
Expert: which one
Client : when i pressed apply it said access denied
Expert: I See
Expert: After that, one of our team member have offered you remote session
Client : yes
Expert: Have not try to fix this?
Client : they asked me to go into safe mode and try to ammend as administrator
Expert: so you are not login as ADMIN??
Client : i then logged on as administrator in safe mode but there didn't apppear to be any changes necessary
Expert: Are you in Login in the Admin account or Limited account now?
Client : logged in as Louisejose
Expert: ok, thanks
Client : what to do next?
Expert: Now I will diagnose the changes after Reboot
Client : ok
Expert: Please stay there, It will automatically reconnect

I had provide Device Manager fix, CD Rom check, startup error message and this session along with Remote Session ends up in two days with extensive Research and labour

Finally we got a fix and thus cheers with Client and our Team members.

YES WE CAN !
www.globalwebart.com

HP Photosmart C5200 All-in-One Printer causing problem in running after reinstallation

Hello Readers,

This time I am representing a case of Hp Printer of Series C5200 connecting with  Laptop having XP Windows, client was suffering with running problem which arrived after printing a PDF file.. but not likely to be corrupt.. So at last after restoring the PC done the trick.

Read the Chat conversation between Client & Expert done on date: 17/12/2008..

Here it is:

Expert: Hi Client

Client: Good day Sir

Client: thank you for your instant help - I appreciate it very much

Expert: Thanks for your comments

Expert: Please tell me if the printer responding or not

Client: currently this laptop recognizes the printer - which it did not do before

Client: however it will not print

Client: there is a print job still in the que from yesterday

Client: I can not seem to delete it

Expert: Ok, let me check it 

Expert: Have you install the printer recently??

Client: I installed it 4 months ago and have gotten good service out of it with out fail

Client: I tried to unistall it and then reinstall it several times after this problem occured yesterday

Expert: I see

Client: I would also like to tell you that I have a second laptop that I tried to use - and it immediately developed this same problem

Expert: very strange..

Client: I had been using the second lap top with out any problems for quite sometime

Client: The problem began when I went to print out a PDF file from a client of mine.

Client: I do not know if there is a cause and effect relationship - but thats when it happened

Client: it is highly unlikely that my client sent me a PDF with a virus - as they are a large law firm with a very sophisiticated IT staff

Expert: Is printer blinking while printing

Client: The PDF file in question was was generated by the lawfirm its self and not forwarded from some third party

Expert: so you mean to say it may be infected..

Client: Its not printing or making any sound at all now

Expert: have you disconnect and reconnect it..

Client: I am suggesting that the file I was trying to print is highly unlikely to have been carrying a virus

Expert: ok

Client: yes - I have connected and unconnected the printer

Client: and turned it off and disconnected it from the power

Expert: then any error message pop up

Client: It orginally produced the error messege I reported regarding a spooler problem

Expert: ok..

Client: however I no longer get any error messeges since I carried out your earlier set of instructions

Expert: from where you gt the installation drivers..

Client: I have the orginal CD that came with the printer

Expert: Have you taken any updates earlier for printer..

Client: Not that I am aware of

Expert: Ok, we will try to find the drivers on Net

Expert: From HP website and then reinstall it again.

Expert: Have you reboot the PC yet??

Expert: after reinstallation of Printer..

Client: yes I have several times

Expert: ok

Client: yes - after reinstallation

Expert: I need to reboot your PC

Expert: Please stay ther

Expert: ok

Expert: We are back

Expert: wait a min

Client: hello

Client: salute

Expert: wait a min

Expert: Printer is not installed properly

Expert: Select the date for which you want to do System restore and think if the printer was running fine..

Client: i have tried the restore option as well with no effect. 

Client: I thought that by installing then subsequently uninstalling several programs as you see, perhaps caused this

Expert: you have done so many changes in the recent days.. Yes it might be creating problem..

Client: but as I mentioned, the exact same thing happened to my second laptop when I tried to print out the PDF I commented abuot

Expert: I would like to go for a System restore on this date (One month ago) if you agree..

Client: yes of course

Expert: and see if this can make some good change.. thanks