How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Dustin Your Own Question

Dustin
Dustin, Computer Support Specialist
Category: Computer
Satisfied Customers: 10265
Experience:  Worked With The US Army as A Network Switching Systems Operator/Controller
19897260
Type Your Computer Question Here...
Dustin is online now
A new question is answered every 9 seconds

I cannot get turbo tax to load on my computer I am using windows

Customer Question

I cannot get turbo tax to load on my computer I am using windows xp
Submitted: 4 years ago.
Category: Computer
Expert:  Dustin replied 4 years ago.
Hello, and welcome to Just Answer..

My name is XXXXX XXXXX I am one of the experts who will be assisting you!

Ive installed turbotax several times, Im sure we can get this fixed...

When you try to install turbotax..

are you installing it from a disk?

or

from a download?

and

what happens when you try to install.. do you get an error message?

if so..

what is the complete error message?
Customer: replied 4 years ago.
I am using a disk I get no error messages - it acts like wants install and gets part way thru and then it just stops
Expert:  Dustin replied 4 years ago.
Ok.. lets try a different method to install , and if this doesnt work, i will stick with you and work around the issue till its fixed!

You may want to press control D , and save this page, so you can come back to it later and not have to start a new question.. which will charge you a new security deposit!

try this.. insert the disk into the cd drive, but dont run it.. if the window pops up to run, just exit it..

go to your desktop background,, right click an empty space,, click new, then click folder..

name the folder turbotax..

now, click on start, then my computer..

inside my computer you will see your hard drive, and your cd drive..

right click your cd driver, then click explore..

Now copy and paste the entire contents of the cd to the new folder on your desktop ( the one we named turbotax)

once that is done, shut the computer down..

start it, press f8 to enter safe mode with networking..

when in safe mode.. keep all programs closed..

remove the turbotax cd from the drive, we wont need it for the next steps.

go to the new turbotax folder, and open it..

find the setup.exe file or the installer, and click it to start the install process..

will it install this way?

Customer: replied 4 years ago.

I am lost at the setup.exe file - sorry but I'm good with computers

Expert:  Dustin replied 4 years ago.
Ok...
not a problem, thats what your paying me for ..

lets walk through it together..

do you have the whole cd copied to the new folder on yoru dekstop? or do you need assistance with that step to?
Customer: replied 4 years ago.

I have it copied to the desk top - it open will open but thats when I'm lost

Expert:  Dustin replied 4 years ago.
Ok.. when you open it, what does it have listed for files and folders..

the easiest way to show me would be to do a screenshot of each page..

then i can tell you exactly what to click on..

to take a screen shot, have the folder open and on the screen and then press the printscreen button..

It may be labeled as PrtSc and it should be above or near the backspace key..

press and hold it for a second..

and then open microsoft paint..

then inside paint, press control and V

it should show the screen shot now..

then, click file, and save the file.. remember the name and location..

then go to

www.mediafire.com and upload the file there..

then when its uploaded, click the link to share.. then copy and paste the share link to me..

then i will be able to see what your seeing, and that will help greatly..

Customer: replied 4 years ago.

I'm sorry but i lost your last messsge and i don't know where to find microsoft paint maybe i don't have the cd copied to the turbotax file - to open the turbo tax folder i left click the mouse - i must tell you my mouse is set up for a left handed person

Expert:  Dustin replied 4 years ago.
Aha..

lol.. that would make all my instructions wrong.. Im not familiar with left handed mouses..

so is it the right mouse button that you double click to run programs or select objects?

and then is it the left mouse button that brings uop the options menu?
Customer: replied 4 years ago.
the right button brings up programs and left option menus
Expert:  Dustin replied 4 years ago.
ok.. thank you.. ill write my instructions again.. ( this time for left handed mouses!)

lets see where we are at..

we need to create the new folder on the desktop, have you done that yet?

if not,

left click on an empty space on your desktop backgournd, then right click new, then right click folder, name it turbotaxtest.
Customer: replied 4 years ago.
i have the folder turbotaxtest - looks good
Expert:  Dustin replied 4 years ago.
excellent..

next step..

insert the cd in the drive.. dont run it..

go to start, my computer..

now locate your cd drive, left click it, you will see an options list..

right click on explore.. this should show you all the files on the cd..

use the mouse to highlight all of then, then left click on one of them ( it will do this action for all highlighted items)

left click, and then right click on copy..

then go to the turbo tax folder,, double click it to open it ( it should be empty)

and press control and v at the same time on your keyboard..

it should copy all files from the disk to this folder..

let me know when this step is done, or if you run into issues in doing so!
Customer: replied 4 years ago.
when i get to the d drive it already says turbo tax
Expert:  Dustin replied 4 years ago.
The d drive.. i assume that is you cd drive yes?

that is the one.. the drive will say turbotax because the cd is turbotax..

installing from the cd failed.. the method im having you carry out should work where the cd failed..

so on the d drive where it says turbo tax we need to do the explore, copy paste method..

please do the following.. on the drive that says turbotax

left click it, you will see an options list..

right click on explore.. this should show you all the files on the cd..

use the mouse to highlight all of then, then left click on one of them ( it will do this action for all highlighted items)

left click, and then right click on copy..

then go to the turbo tax folder,, double click it to open it ( it should be empty)

and press control and v at the same time on your keyboard..

it should copy all files from the disk to this folder..

let me know when this step is done, or if you run into issues in doing so!



Customer: replied 4 years ago.
after i rit click on explore it takes me to this screen - prequisites autorun - turbotax set up - folder turbotax 2009 - gdiplus.dll
Expert:  Dustin replied 4 years ago.
are they listed top to bottom, all in the same window?
Customer: replied 4 years ago.
all on the same screen
Expert:  Dustin replied 4 years ago.
excellent..

please highlight all items , then left click on one of them, then right click copy,

then go to the desktop where you just created the new turbotax folder..

open the folder, and then inside the folder, press control, and then V

did it add all the files from the disk to the folder?
Customer: replied 4 years ago.
i sorry there are no cd files to hi lite - after i do the explore it brings me to a window that has these items on it prequisite - autorun - turbo setup - folder turbo tax 2009 - gdiplus.dll -
Expert:  Dustin replied 4 years ago.
autorun - turbo setup - folder turbo tax 2009 - gdiplus.dll -

are all of those folders, except for the

gdipluss.dll?
Customer: replied 4 years ago.
no - prequisites is a folder - auto run (set up information with cog wheel) - turbo tax set up - (turbortax 2009 installer) - turbor tax 2009 is a folder - gdiplus.dtll ( has a picture with 2 cog wheels) is it possible that i may just have a bad disk?? or do i not know what i am doing?????
Expert:  Dustin replied 4 years ago.
No.. you dont have a bad disk.. thats the way its supposed to look..

You know how when your using word, or some other typing program, you can use your mouse, and highlight a bunch of text?

i want you to use your mouse the same way and highlight all those folders and symbols. on that cd..

prequisite - autorun - turbo setup - folder turbo tax 2009 - gdiplus.dll -

everything in that list, once you have it highlighted

keep it highlighted and press on your keyboard ,

control ( ctrl) and hold it down, then press C

then go to the new folder we created, double click it to open it.. ( it should be empty, )

and inside the folder, put you mouse pointer in the empty area. then press and hold control, and then press V

tell me what happens!

Customer: replied 4 years ago.

all of these folders moved to disk c which is the hard drive

Expert:  Dustin replied 4 years ago.
ok. .. were you not able to perform any of the steps i listed?

such as.. did you open the new folder we created on the desktop labeled turbotax,

then did you do the control V inside the folder>?
Customer: replied 4 years ago.
yes i did that
Expert:  Dustin replied 4 years ago.
Ok.. so now if you open and close the new folder.. do the files and things we copied appear in there when you reopen just the turbotax folder on the desktop we made?

if so, i want you to shut down the computer, now start it, when it first comes on, start pressing f8 repeatedly till you see the advanced options screen, choose safe mode with networking..

then when you are back up in safe mode.. open the new turbotax folder on your desktop..

then double right click on this inside the folder..

turbo tax set up

tell me what happens..

Customer: replied 4 years ago.
the set up takes me to the install and then turbo tax does not install
Expert:  Dustin replied 4 years ago.
Does it give an error code?

does it say anything..if it does, tell me word for word the exact messages.
Customer: replied 4 years ago.

it does not give any error codes or messages the screen just goes blank - it is 12:30 my time and i'm going to have to give up to night i have to get early for work thanks for your help

 

Expert:  Dustin replied 4 years ago.
Ok i understand..


Iknow whats causing the issue then, since we took the cd out of the loop and we are installing straight from the computer alone..

please save the link below..

http://www.justanswer.com/questions/3baof-i-cannot-get-turbo-tax-to-load-on-my-computer-i-am-using-windows

that way when you have time.. you can come back to this same question.. and we can pick up where we left off..

Good night, and i look forward to finishing helping you resolve this issue.

( shouldnt take more then 15 to 30 minutes next session)



Customer: replied 4 years ago.

I'm back online and ready to finish installing turbo tax -

Customer: replied 4 years ago.

do you need anymore information???

Customer: replied 4 years ago.
please let me know what time you will be back online - i should be back on line 6:00pm eastern time March 30th
Expert:  Dustin replied 4 years ago.
6pm eastern?

Ill be online at that point..

I had to sign off early yesterday and take care of things off line..

Today though ( the 30th) i will be working late night.. So that time works for me..

Customer: replied 4 years ago.

hi

I am know online ready to go

Customer: replied 4 years ago.

hi

 

I really don't won't to work with anyone but you -

Expert:  Dustin replied 4 years ago.
Ok.. im back.. was away from keyboard for a while..

where were we...

Ok.. got it..

please go to the link below.

http://www.microsoft.com/downloads/details.aspx?FamilyId=5A58B56F-60B6-4412-95B9-54D056D6F9F4&displaylang=en

on that page.. you will see a download button.. I need youto download the program off that page.. and then when it finishes downloading, Install it..

You have to double click on the downloaded file to get it to install, make sure it goes all the way through and then says finished..

Let me know when this is done!
Customer: replied 4 years ago.
on the download page it says to install silverlight is that what you are talking about
Expert:  Dustin replied 4 years ago.
No, that is not the one im talking about..

to simplify the process, i have downloaded, and then uploaded the file to a site so there is no discrepancy..

please download and install the file from the link below.

http://www.mediafire.com/?tn2d5izkxlm

let me know how this goes!
Customer: replied 4 years ago.
OK i did that and tried to install the turbotax and it still did not install
Expert:  Dustin replied 4 years ago.
Ok.. you did download the file yes?>

and then once downloaded, you did click the file, and then run it till it says finished ?

Customer: replied 4 years ago.
yes i did then i put turbtax in the disk drive and tried to install it - it still only went part way thru and never finished
Customer: replied 4 years ago.
did i loose you
Expert:  Dustin replied 4 years ago.
I thought i lost you.. my email service lately is very unstable.. I just seen these two messages..

Ok..

I dont want you to try and install from the cd.. i still want you to try and install from the folder we created on your desktop..

Please remove the cd.. Then..

Install from the setup file in the folder.. any change?

Customer: replied 4 years ago.
ok i tried to install from the folder -goes thru license screen - how do i get update- where do want to install - install -then it takes me back to where the setup install is
Expert:  Dustin replied 4 years ago.
Ok..

That seems like progress.. but i need you to elaborate each step you took.. when you say you seen the license screen...

Did it ask for your product key at that time'?

Customer: replied 4 years ago.
no it ask if i agree to the license i hit agree - then it went to how do you get updates and i hit next - where do you want to install and i hit next -install and i hit install and then it takes me back to the setup install in the folder
Expert:  Dustin replied 4 years ago.
on the second screen, which you said was how do you get updates.. what are all the choices on that screen??

Lets run through it again.. when you get a screen respond to me. and let me know what you see..

we shouldnt have to setup updates first. we should just be able to install.. It wasnt asking you any of this before though so we now have the program ready to install, just have to choose the right screens..
Customer: replied 4 years ago.
how do you want updates - automatic download updates - ask me first - dont have internet connection - cancel - back -next
Expert:  Dustin replied 4 years ago.
click dont have internet connection, then click next..

what the next screen you get?
Customer: replied 4 years ago.
free updates cd - XXX-XXX-XXXX - you can using turbo tax now. just start install the updates before filing return - cancel - back- next
Expert:  Dustin replied 4 years ago.
ok.. click next..

Customer: replied 4 years ago.
where do want to install - the default location for turbotax is in your computer's program files folders - c:\programfiles\turbotax\deluxe2009 - change location - cancel - back - next
Expert:  Dustin replied 4 years ago.
leave the location the same, click next..
Customer: replied 4 years ago.
what you have chosen - i don't have internet connections - turbotax location - c:\programfiles\turbotax\deluxe2009 - cancel - back - install
Expert:  Dustin replied 4 years ago.
Install

Customer: replied 4 years ago.
program is installing about 25% finished and i get an - error create firewall rule(s) then a red x by failed to create instance from the given xmlstring: at intuit.spc.map/core.exception handling.maparchitecture exception.wrap non map excepton(string message, exception innerexception, type desired type) - there are more of these down the page then - ok
Expert:  Dustin replied 4 years ago.
lets disable your firewalls..

first windows firewall..


  1. Click Start, click Run, type Firewall.cpl, and then click OK.
  2. On the General tab, click Off.. then apply.
Now, do you have any other antivirus software.. mcaffe. norton, etc etc..
Customer: replied 4 years ago.
the firewalls are off i have a security system called vire
Expert:  Dustin replied 4 years ago.
vire?

do you mean vipre?

right click on the icon in the toolbar at the bootom right..

Im not 100 percent on vipre, so i may need you to tell me what options it gives when you right click.. we need to get it disabled so it will allow you to install turbotx.. its blocking the install..
Customer: replied 4 years ago.
scan status - active protection-enable- email protection -enable - updates- subscription
Expert:  Dustin replied 4 years ago.
click on active protection, does it have an option for disable?
Customer: replied 4 years ago.
yes my mistake should i disable it?
Expert:  Dustin replied 4 years ago.
yes please..

It may give you a warning, saying its unsafe to disable, thats ok..

Once disabled, try the install of turbotax again..
Customer: replied 4 years ago.
what should with the screen that has error create firewall rule(s) ?? click ok ??
Expert:  Dustin replied 4 years ago.
sure.. click ok..

it will probably cancel the install..

Then we will need to install again as i suggested before..
Customer: replied 4 years ago.
screens now says installed - at the bottom of the screen it says - launch turbotax now
Expert:  Dustin replied 4 years ago.
Excellent..

Launch turbot tax,, and see if the program will run.. If it does.. Then are task is complete..

Let me know if it runs or not!
Customer: replied 4 years ago.

it is not running

Expert:  Dustin replied 4 years ago.
You did click launch turbotax?

Ok, try this , restart the computer..

Now click on start, all programs, and look for either intuit in the list, or look for turbotax..

is either one there?

Or, is there a shortcut on your desktop for turbotax?
Customer: replied 4 years ago.
i launched turbotax - i restarted the computer- turbotax is in the programs - on the desktop we have the turbotax test
Expert:  Dustin replied 4 years ago.
Lets go to turbotax in the programs..

click on the link in all programs for turbotax will it start now?
Customer: replied 4 years ago.
turbo tax screen flashes and then goes away
Expert:  Dustin replied 4 years ago.
Ok.. on that same turbot tax icon you clicked on when the screen flashed and went away..

Please try and right click it, tell me the options you get..

the option i want is run as administrator..

Try that one, will it open that way?
Customer: replied 4 years ago.
right click gets - open - pin to start menu - sent to - cut - copy - create short cut - delete rename - sort by name - properties
Expert:  Dustin replied 4 years ago.
are you right clicking on the link to launch turbotax in your start, all programs list?
Customer: replied 4 years ago.
yes but i just accidently deleted it from all programs - but there is a short cut on desk top - tried that one and get the same flash
Customer: replied 4 years ago.
did i loose you again
Expert:  Dustin replied 4 years ago.
ok, right click that shortcut on the desktop, then click run as admin..

let me know if it still flashes..

if it does... then go to ..

start, control panel, add remove programs, then find the entry for turbotax.. click on it once, then click change or repair.. we dont want to uninstall it.. just try to repair it in place with the install wizard..
Customer: replied 4 years ago.

i got the error creat firewall rule - i did not turn it on again - it is still off

Expert:  Dustin replied 4 years ago.
Are we in safe mode with networking?

Customer: replied 4 years ago.
i did not go to safe networking when i shut the computer off - should have done that??
Expert:  Dustin replied 4 years ago.
please try to do so.. it may change our success rate..

ill stand by!!
Customer: replied 4 years ago.
this still did not work - however i need quit for the night - i think were close - will you be on line around 6pm tomorrow?
Customer: replied 4 years ago.
did i loose you
Expert:  Dustin replied 4 years ago.
I will be on around 6pm tommorow.. Id like to finish this up before the end of the month, so it goes on my monthly stats..

And i agree, we should be close..

Talk to you tommorow
Customer: replied 4 years ago.

hi

 

it's been a great with computers today - so i'm ready fininsh this project up - i am now online

Customer: replied 4 years ago.

hi

 

it's been a great with computers today - so i'm ready fininsh this project up - i am now online did you loose me again

Expert:  Dustin replied 4 years ago.
Im here.. Just Logged in..

Ok..

where were we....
Customer: replied 4 years ago.
we have turbo tax loaded and there was a problem with the firewalls when it was loading and then again when when changed it - all security systems are off including the firewall
Expert:  Dustin replied 4 years ago.
OK.. and when we try to run turbotax, it still gives us that firewall message right?

ok. lets repair net framework,, its something that turbotax uses to run with..

click start, control panel, add /remove a program..

then find netframework in the list.. there should be several, the list should look similar to the pictures below. for each and every instance of net framework, click on them, click change remove, then at the next screen click repair.. Do this for each..

  1. click the Change/Remove button.

    repair-dotnet-2

  2. On the Maintenance Mode screen, select Repair, and the follow the on-screen instructions.

    repair-dotnet

Customer: replied 4 years ago.

that process is complete know what

Expert:  Dustin replied 4 years ago.
Ok, try to start turbotax.. does it do more then flash..

Customer: replied 4 years ago.
no is it possible that i need to shut done and restart the computer
Expert:  Dustin replied 4 years ago.
may help..

oh before you do.. did you repair each of the netframeworks in your list?

One more time, could you go back, and tell me what versions of netframework you have.. you could be missing one..

i just need the number portion.. like 1.5 2.0 or 3.0 etc




Customer: replied 4 years ago.
2.0 service pack 2 - 3.0 service pack 2 - 3.5 sp1
Expert:  Dustin replied 4 years ago.
ok, thank you,, just wanted to make sure we had the right ones..

Now you can restart, please go to safe mode by pressing f8 when you restart, safe mode with networking..

Then try to start turbotax.. does it do more then flash now?
Customer: replied 4 years ago.
no
Expert:  Dustin replied 4 years ago.
ok..

did you try to start turbotax?

if so..

i want you to press control shift escape..

what do you see under applications..

then clikc on proccesses.. do you see turbotax in the list??
Customer: replied 4 years ago.
i did try to start turbo tax still just a flash - one what screen do you want me to do ctl shift esc
Expert:  Dustin replied 4 years ago.
close or minimize this screen.. then press control shift and escape at the same time..

that will start the task manager.. what is running under applications..?

also,, click the tab on that window for processes. is turbotax.exe running there?
Customer: replied 4 years ago.
i did that and nothing happens
Expert:  Dustin replied 4 years ago.
ok. lets try this.. click start, click run

type in taskmgr

then press enter.. this is the screen i need you to tell me the info about applications, and if turbotaz is listed in the processes..
Customer: replied 4 years ago.
were battting a 1000 that does not work either
Expert:  Dustin replied 4 years ago.
what exactly happens when you type in taskmanager and press enter..?



Customer: replied 4 years ago.
i get - windows cannot find taskmanager - to search for file click start and then select search
Expert:  Dustin replied 4 years ago.
im sorry, try this again. dont type in taskmanager..
'
type this in exactly as it appears..

taskmgr

then press enter.. does it do anything?
Customer: replied 4 years ago.
it just goes away
Expert:  Dustin replied 4 years ago.
hmm..

can you open any programs at all besides internet explorer?

i need you to try this please..

download this file..

http://www.mediafire.com/?t4ocjxczetg

download it, save it to desktop.. once on your desktop..

right click it, then click merge.. then restart the computer..

Then try to access the task manager again..



Customer: replied 4 years ago.
is this supposed to cost me money
Expert:  Dustin replied 4 years ago.
the download i sent you is not supposed to cost money.. it is free..

My service however is priceless, although i do accept payment!

( sorry for the joke)

did it ask you to buy something? i dont want you to buy anything, i just want you to click the link that says

click where it says click here to download file..

download it, save it, then right click it and click on merge..
Customer: replied 4 years ago.
good joke but i think i must owe about $500.00 by know --- that went fine and did the merge and the next screen says run or cancel
Expert:  Dustin replied 4 years ago.
wait... you downloaded the file..

right click it, choose merge.. and the very next screen was run or cancel??
Customer: replied 4 years ago.

yes - says the publisher could not be verified are you sure you want to run this software

-- the screen before the my documents - my music - my pictures- xp_exe_fx - save - cancel

Expert:  Dustin replied 4 years ago.
ok..

you saved it.. go ahead and run it. that is the correct file..

Customer: replied 4 years ago.
ok what next
Expert:  Dustin replied 4 years ago.
now try and start the turbotax program again..

will it start?

if not, try to start the windows task manager again..

click start, click run..

then type in taskmgr then press enter..

does either method work..
Customer: replied 4 years ago.
no no and no
Expert:  Dustin replied 4 years ago.
Ok, try this..

click start, run, then copy and paste

taskmgr.exe

and press enter....

does it bring up the task manager..
Customer: replied 4 years ago.

it still does not come up

Expert:  Dustin replied 4 years ago.
It seems that you may have a possible virus on your system..

I need you to run a scan and make sure that you dont have one..

please go to this link..

http://www.mediafire.com/?mndunyiwm1

download the file, install it, then run it.. the program is called malwarebytes..

once you have it on the screen and running, have it do a quickscan..

Let me know if it finds any infected objects, and if so, copy and paste the text of the log to me..

then before closing the program, have it remove what it finds..

Please dont forget the log..
Customer: replied 4 years ago.
i'm having a blonde moment - when i bring up medafire - upload to media fire - is that what you want - don't see any downloads
Expert:  Dustin replied 4 years ago.
Nope.. dont want you to upload to mediafire..

maybe i sent the wrong link..

lets try this one..

http://www.mediafire.com/?mndunyiwm15

on teh screen that comes up.. on the mid lower right.. you will see text in a box that says

click here to start download, click on the text itself

its should start a file download, make sure to click save..

let me know when its finished downloading, and also the name of the file that it calls itself
Customer: replied 4 years ago.
i am at a screen that says down load complete - run - open folder- close
Expert:  Dustin replied 4 years ago.
ok, click on run.. it should start the install process..

let me know once it is installed.
Customer: replied 4 years ago.

it is installed

 

Expert:  Dustin replied 4 years ago.
ok, please run it now.. perform a quick scan..

tell me if it finds any infected objects..

then it will give you a log orf what it is about to remove, please copy and paste the log to me.. then before closing it, have it remove whatever it finds..

Customer: replied 4 years ago.
do you know your stuff or what there are 708 viruses do you want them all copied
Expert:  Dustin replied 4 years ago.
yes please..

that explains a lot!!

i should have recognized this earlier.. my apologies forthe delay..

the log that it shows you, use your mouse to hightlight all the text , then copy and paste it here as a message..

then once thats done, tell malwarebytes to remove what it found..
Customer: replied 4 years ago.
this will not let me copy and past to this screen - any ideas
Expert:  Dustin replied 4 years ago.
Ok, just have it remove the files then..

let me know when it has finished so we can continue,,
Customer: replied 4 years ago.
messages are all gone and computer shut done and restarted - should i put my security system back on
Expert:  Dustin replied 4 years ago.
not yet..

lets try to start turbotax first..

will it start or does it flash?
Customer: replied 4 years ago.
we have succeed it works are you great or what
Expert:  Dustin replied 4 years ago.
Ok, lets not get ahead of ourselves yet..

lets exit turbotax.. start your security again, and then try to start turbotax..

we want it to be able to run under your security as well..

( hopefully, it will just work, and we wont have to do a thing!)

let me know if were that lucky!!
Expert:  Dustin replied 4 years ago.
If it does work, please dont forget to come back and click accept,, it is the only way i get credited for assisting you!

Im glad that we were able to solve this issue...

Thank you for sticking with me on this one..
Customer: replied 4 years ago.
i don't know if you have signed off but i put viper on and nothing would on my computer i will wait about 15 minutes and if know answer i will log off for the night
Expert:  Dustin replied 4 years ago.
when you put viper n what happened exactly?>

Customer: replied 4 years ago.
ran a scann and there were 3 viruses and cleaned them up - went turbotax to see it would run - of course not - shut the computer down and when it started back up i could not get my email to open - it forever for the computer just to the main screen
Expert:  Dustin replied 4 years ago.
Hmm...

it seems to me like viper is causing your computer issues..

Shut viper off again, and then see if the computer runs better. with viper off, turbotax ran, and you could open mail..

we may need to remove viper, and install a lighter and less troublesome, free antivirus..

I use avg free, have never paid a dime, and cant complain, Its not super strong, but Ive been around enough to know that no antivirus can truly protect you. ( think of the 700 viruses we found on that first scan, vipre let them through!!)

i would say your best bet is to uninstall vipre, and then reinstall the program i use.

http://free.avg.com/us-en/homepage

Customer: replied 4 years ago.
when i go to uninstall viper it will only gives me the option to change
Expert:  Dustin replied 4 years ago.
go to start, control panel...

add or remove programs.. and the find vipre... ( it may be labeled as sunbelt ) then click it and click change. then it should bring up another screen, with the choice to remove.

Once it is removed, you will need to restart the computer..
Customer: replied 4 years ago.
when in the security screen what do i want to download is the avg license for free??
Expert:  Dustin replied 4 years ago.
My apologies for the delay.. did you remove vipre first.. if you did so.. then what you want to click on is...

please click on the link below, the correct download will start automatically.. AVG does have a free license.. they do have upgraded versions, but i dont find tehm to be neccesary. i use the free version and im just fine..

http://dw.com.com/redir?edId=3&siteId=4&oId=3000-2239_4-10320142&ontId=2239_4& spi=c19935cb02d50d9e8c65c063fd1f0321&lop=link&tag=tdw_dltext&ltype=dl_dlnow&pid=11119511&mfgId=10044820&merId=10044820&pguid=FwT7GQoPjAMAACEGSpMAAABR&destUrl=http%3A%2F%2Fdownload.cnet.com%2F3001-2239_4-10320142.html%3Fspi%3Dc19935cb02d50d9e8c65c063fd1f0321%26part%3Ddl-10044820
Customer: replied 4 years ago.

i did unistall viper - when i click on the above it does not do anything

Customer: replied 4 years ago.
however i do have an antivirus installed and turbo tax is working just fine - I want you to know that it was great working with a great committed customer service rep - I don't what they pay you but its not enough THANKS for all your help!!!
Expert:  Dustin replied 4 years ago.
Thank you as well..

Im glad that we were able to resolve this.. I dont get paid anything though unless you click accept..

If youd like, you could leave some positive feedback as that is job security..
Dustin, Computer Support Specialist
Category: Computer
Satisfied Customers: 10265
Experience: Worked With The US Army as A Network Switching Systems Operator/Controller
Dustin and 12 other Computer Specialists are ready to help you
Expert:  Dustin replied 4 years ago.
wow..

thank you very much for your generosity.

In the future, if you need help with anything else.. you can contact me directly through this link..

http://www.justanswer.com/profile.aspx?PF=19897260&FID=6

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
< Last | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you! RP Austin, TX
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
 
 
 

Meet The Experts:

 
 
 
  • Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
< Last | Next >
  • http://ww2.justanswer.com/uploads/EN/Engineer1010/2012-6-9_132423_jaj12a.64x64.jpg Andy's Avatar

    Andy

    Computer Consultant

    Satisfied Customers:

    5311
    11yr exp, Comp Engg, Internet expert, Web developer, SEO
  • http://ww2.justanswer.com/uploads/BA/barrenrock/2011-10-19_215925_JamesJAFinal.64x64.jpg James's Avatar

    James

    Sr. Computer Support Expert

    Satisfied Customers:

    8376
    20 years of experience building, fixing and servicing PCs and operating systems.
  • http://ww2.justanswer.com/uploads/zeyank/2009-09-26_154244_P8110079.png Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    1741
    A+ Certified Technician - 10 Years experience working with all types of computer systems.
  • http://ww2.justanswer.com/uploads/JA/jadedangel57/2011-11-8_193134_janenewsm.64x64.jpg Jane Lefler's Avatar

    Jane Lefler

    Sr Prog Analyst / Technician

    Satisfied Customers:

    0
    Computer Programmer / Technician/ Consultant 16+ years
  • http://ww2.justanswer.com/uploads/RO/robmpreston/2013-9-23_233814_mijiFZm.64x64.jpg RPI Solutions's Avatar

    RPI Solutions

    Support Specialist

    Satisfied Customers:

    3476
    5+ Years in IT, BS in Computer Science
  • http://ww2.justanswer.com/uploads/BA/barunrath/2012-7-5_201954_Profilepic2.64x64.jpg B. Rath's Avatar

    B. Rath

    Computer Support Specialist

    Satisfied Customers:

    8671
    Certified Computer/Networking Support Specialist.
  • http://ww2.justanswer.com/uploads/FS/fszcze/2012-6-18_181848_500test.64x64.jpg Frederick S.'s Avatar

    Frederick S.

    Computer Specialist

    Satisfied Customers:

    7240
    Computer technician and founder of a home PC repair company.
 
 
 
Chat Now With A Tech Support Specialist
Dustin
Dustin
Support Technician
5706 Satisfied Customers
Worked With The US Army as A Network Switching Systems Operator/Controller