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Joshua C.
Joshua C., PC Technician
Category: Computer
Satisfied Customers: 698
Experience:  Microsoft Certified Desktop Support Technician with over 10 years of experience.
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My computer will only download to 99%, and I dont know what

Customer Question

My computer will only download to 99%, and I don't know what the problem is.
Also, I can't open my emails which just recently happened.

Any help would be greatly appreciated.

Thanks
Bonnie K. Phillips
Submitted: 5 years ago.
Category: Computer
Expert:  Joshua C. replied 5 years ago.
CustomerThank you for using Justanswer.com

Please install all critial updates at:
http://v4.windowsupdate.microsoft.com/

After installing all critical updates restart your computer.

If the above does not resolve your issue, please let me know the Brand and Model of computer you are using as well as what e-mail program or service you use (Outlook Express, Hotmail, Gmail, etc.)


Customer: replied 5 years ago.

I am in the process of checking for updates but have to leave for an hour. I will restart my computer and try to download and see what happens.

 

I have a Gateway GM4019E

AMD Athlon (tm) 64 Processor

3500+

With Microsoft Windows XP, Media Center Edition, Version 2002 Service Pack 2.

 

My Internet provider is Embarq.

 

Hope this helps.


Bonnie

Expert:  Joshua C. replied 5 years ago.
After your computer installs all the critical updates including SP3 please go to:
http://www.microsoft.com/windows/products/winfamily/defender/default.mspx

Please install Windows Defender if it is not already installed and run a complete scan on your computer.

Please let me know if this does not resolve your issue.

If it does resolve your issues, please complete a happy dance, press the accept button and get back to enjoying your computer =)
Customer: replied 5 years ago.

It is still Checking for the latest updates for my computer...

 

How much longer will this take so I can restart and see if it works.

Expert:  Joshua C. replied 5 years ago.
The scan process can take some time depending on how long it has been since you have last updated your computer. If it has been running for longer than an hour we should try something else.

Please close the windows update window and please go to:
http://www.microsoft.com/windows/products/winfamily/defender/default.mspx

Please install Windows Defender if it is not already installed and run a complete scan on your computer. We are going to see if there is possibly any malicious software installed on your computer that might be causing issues. If Windows defender finds anything please follow the steps to remove it.

Please let me know the outcome of the above scan.
Customer: replied 5 years ago.

I tried to download Windows Defender but it only downloads 99% (original problem) so I can't open or run it. Can you send it to me another way?

 

Thanks.

Bonnie

 

I have a meeting and have to leave my house in about 25 minutes.

Customer: replied 5 years ago.
Forgot to mention that I use Internet Explorer 7 or 8.
Expert:  Joshua C. replied 5 years ago.
Close all instances of Internet Explorer and do the following:
1) Click Start
2) Click Run.
3) Type the following command in the Open box, and then press ENTER:
inetcpl.cpl

This will reset your Internet Explorer settings to default.

After the above please then try again to use windows defender at:
http://www.microsoft.com/windows/products/winfamily/defender/default.mspx

Please install Windows Defender if it is not already installed and run a complete scan on your computer. We are going to see if there is possibly any malicious software installed on your computer that might be causing issues. If Windows defender finds anything please follow the steps to remove it.

Please let me know the outcome of the above scan.
Customer: replied 5 years ago.

I did what you suggested above and IE was changed to MSN and I couldn't get it to download to 100%;

 

I have to leave for a meeting but will check my email when I return.


Thanks.

Bonnie

Expert:  Joshua C. replied 5 years ago.
Customerare you running any antivirus software?
Customer: replied 5 years ago.

I believe Embarq Security, Norton Security Scan and Spybot -Search and Destroy.

 

I was able to download Service Pack 5 which was on my desktop waiting to be downloaded.

 

I will try to download Windows Defender again.I have about an hour before I have to get ready for a doctor's appointment.

 

I had Embarq as my home page but it changed to MSN after I followed your instructions.

 

What next?

 

Thanks.

Bonnie

Expert:  Joshua C. replied 5 years ago.
Customerto set your home page;

1) Open Internet Explorer
2) Click Tools
3) Select Internet Options

You will see an area to enter your home page, please type in http://www.myembarq.com/ or http://www.embarq.com/

The above steps should now have your home page back to what it was.

To continue to diagnose your issue we need to reboot your computer in safe mode.

1) If the computer is running, shut down Windows, and then turn off the power
2) Wait 10 seconds, and then turn the computer on.
3) Start tapping the F8 key. The Windows Advanced Options Menu appears.

Note:If you begin tapping the F8 key too soon, some computers display a "keyboard error" message. To resolve this, 4) Restart the computer and try again, but wait 4 seconds before tapping F8.
5) Select Safe Mode with Networking
6) Press Enter. The computer then begins to start in Safe mode.

When we are finished with all troubleshooting tasks below, close all programs and restart the computer as you normally would. The computer will reboot in non-safe mode.

Now that you are in safe mode, please open Internet Explorer and see if you are able to download

http://www.microsoft.com/downloads/details.aspx?FamilyID=341c2ad5-8c3d-4347-8c03-08cdecd8852b&displaylang=en

and

http://www.microsoft.com/windows/products/winfamily/defender/default.mspx

and

http://www.microsoft.com/downloads/details.aspx?FamilyId=5B33B5A8-5E76-401F-BE08-1E1555D4F3D4&displaylang=en

Save and install all three programs above or please let me know the downloads hang at 99%
Customer: replied 5 years ago.

I just got your last message and will follow your instructions either later tonite or tomorrow and let you know what happens.

 

Thanks so much for your help, and when I pay I will leave you a bonus.

 

Bonnie

Expert:  Joshua C. replied 5 years ago.
Customerplease respond to this question, this is your original question with what we have tried so far.

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Microsoft Certified Desktop Support Technician with over 10 years of experience.