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Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 16842
Experience:  Over 15 years of consulting to the IT industry
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While online my computer keeps jumping back to previous screens.

Customer Question

While online my computer keeps jumping back to previous screens. I can't stop it from jumping. I'm trying to type in info to place an order for something but it keeps jumping back. It's been doing this for two weeks on all different web sites.
Submitted: 4 years ago.
Category: Computer
Expert:  Richard replied 4 years ago.
Chat Conversation Started
Richard C :

Hi there, and welcome to JustAnswer

Richard C :

van you tell me the make and model of your computer please

Customer:

Gateway DX4300 Microsoft 7 Purchased Jan. 2010

Richard C :

ok thanks

Richard C :

which internet browser do you use?

Customer:

google

Richard C :

chrome?

Customer:

yes I think so

Richard C :

do you see a picture of a wrench in the top right corner?

Customer:

yes

Richard C :

ok click that, then options

Richard C :

click Clear Browsing history

Customer:

ok

Richard C :

Then Clear Browsing Data

Richard C :

this will remove the internet cache which can cause the problems your having

Richard C :

do this, restart Google and test please

Customer:

I cleared browsing date, will that solve my problem?

Richard C :

it should

Richard C :

test it pleaser

Customer:

If I restart will I lose you?

Richard C :

if not you can always let me know

Richard C :

you can come back to

Richard C :

or add this page to your favourites

Customer:

Richard I tried going back to Chase bank where I was working before and it kept doing it.

Richard C :

does it happen on any other website?

Customer:

yes. It happens on all websites that I use. Sometimes it's worse than others.

Richard C :

ok, does it happen in internet explorer?

Customer:

is there a customer service number for google?

Richard C :

no, they dont provide one

Customer:

I don't know if it happens in internet explorer?

Richard C :

can you test in internet explorerok, click start

Richard C :

type in iexplore.exe and press enter

Customer:

I'll try

Richard C :

let me know what happens please

Customer:

I did that and they wan't to charge me $68 to join.

Customer:

To buy Perfect Optimizer $68

Richard C :

who?

Richard C :

which site are you on?

Customer:

I typed in iexplore.exe

Richard C :

or did it just popup?

Customer:

Let me try it again.

Richard C :

ok

Customer:

What should happen when I type iexplore.exe?

Customer:

Please send me the link you want me to try

Richard C :

internet explorer should start

Richard C :

click start, then internet explorr

Richard C :

its a web browser

Richard C :

do you see internet explorer in the list when you click start?

Customer:

yes

Richard C :

ok click that

Richard C :

then test please

Customer:

when I click on internet explorere I get back to google

Richard C :

thats ok

Richard C :

go to your bank site please and test with that

Customer:

ok

Customer:

It's still doing it

Richard C :

ok, then i want you to do the following please

Customer:

I can't stay on one page longer that 10 seconds and then it jumps back.

Richard C :

Go to http://www.malwarebytes.org/ and download the free version

Richard C :

install it

Richard C :

then run a full scan please

Richard C :

it can be that you have a malware infection on your computer

Richard C :

thats causing this

Richard C :

Where you able to download it ok?

Customer:

I've downloaded it and its doing a scan.

Richard C :

ok good, let me know if it finds anything

Customer:

Ok. HOw long will the scan take? It's already been 5 minutes

Richard C :

depends on how many infections you have

Richard C :

sorry

Customer:

HOw long are you there? Should I just come back on when the scan is finished. I figure it might take 30 minutes or so

Richard C :

ill wait, its ok

Customer:

right now it 6 minutes for about 19000 objects

Richard C :

ok

Richard C :

maybe 10 more minutes

Customer:

It found and removed 52 infected items and wants me to start me computer again.

Customer:

I'm back and its still doing it. What do you think is wrong?

Customer:

Are you there?

Customer:

I going to be gone for a little while. 1 to 1 1/2 hours. I'll return or you may email me with more info and I'll contact you tomorrow. Please let me know. Mike CastleXXX@XXXXXX.XXX. Los Angeles

Expert:  Frederick S. replied 4 years ago.
Hi - I want you to try something for me. It sounds like there may be an issue with your computer mouse. Can you please open up a web browser and have a few pages open, browse through a few pages on a web site, then once the problem starts occurring, please unplug the mouse from your computer? It almost sounds as if there is a back button on your mouse and either (a) you are accidentally pressing it or (b) the button is stuck somehow -- maybe because of gunk build-up or a small object caught in it. Let me know if this helps with the random going back to previous screens issue. Thanks.
Expert:  Richard replied 4 years ago.

ok, i would then like you to check for Spyware please

 

Please go to the below link and download (Free) Sybot - Search & Destroy

 

http://www.safer-networking.org/en/download/

 

Install it and run a full scan. Restart when completed and test please

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