Hello, Thank you for contacting JA, I am Cris and will assist you with your question.
Hi, what exactly happens when you try to download?
All downloads are being blocked since July 26th last month. Worked prior to that date
OK, first thing is let's run a virus scan using some free effective tools. Many times a virus will block downloads.Let's boot the PC into safe mode with networking.
Restart the PC and once the PC turns back on and you see the PC log (Acer, Dell, HP, etc...) start pressing the F8 key repeatedly the advanced options screen will appear.
No accept of Active X controls appear. Separate window opens and closes immediately and then nothing happens, nor does the download appear in the download folder
When I reboot, I'll lose communication with you, right?
Let's try something else instead first.
Are you logged into the PC with the issue?
OK, let's reset IE, do you have another web browser installed on the PC?
Yes, I have Chrome. I have already reset IE a number of times
OK, let's then restart the PC into safe mode with will give you instructions and how to get back to chat session.
You want me to restart PC in safe mode right now?
Save this page to your favorites/bookmarks, so you can easily get back to the site. When you reach the site click on login (top right) and use the email you created the JustAnswer account with. Once you are logged in click on “my questions” to get back to our conversation. Restart the PC and once the PC turns back on and you see the PC log (Acer, Dell, HP, etc...) start pressing the F8 keyrepeatedly the advanced options screen will appear. Using the keyboard scroll up to safe mode with networking and hit enter.When you reach your desktop come back to the chat session.
Hold on a second, as I'm using chrome right now and want to switch to IE to save this bookmark
Can't seem to log into justanswer in IE??
Cris, trying to bring this page up on IE and it's not coming up???
when you go to log in enter the email used to create the justanswer account. If you don't know the password XXXXX on forgot password XXXXX it will be sent to your email.
I got logged in, but it acts like I'm asking a new question
click on "my questions" up top.
Says I haven't asked any questions
Do you see my questions up top?
You haven't asked any questions yet. Ask a question and talk to an Expert now. I clicked on it it says: "
Did you log in with the email you created when asking this question?
I believe so. Let me log out and then back in
OK, got logged in on IE, but the chat screen is blank
You have to give it a sec to retrieve the log.
OK, giving it a sec
I did 2 times
Are you accessing from chrome or IE?
Trying to access through IE so that I can save the link to you
Should I just save the link, exit, close IE and then restart computer in safe mode anyway?
Yes, when you come back log in through Chrome.
OK, will try that
Bye for now and hope to get you back
OK. Back in safe mode
I'm still on Chrome
Great, open Chrome and go to www.ninite.com when you reach the site locate ccleaner and malwarebytes from the list and put check marks on them. Scroll to the bottom and click "get installer" then run the installer. The site will download and install the 2 programs.
Looks like it's downloading, but don't see anything happening
Once you download the file you need to run the setup. You will then see a ninite window installing the 2 programs.
This is the problem. My computer won't download anything
Not even through Chrome?
Not through Chrome or IE
OK, it definitively sounds virus related issue.
Oh no, not that!
Do you have another PC you can download programs and move to the PC with issue.
Yes, there is another PC in the next room, but it is my husband's and you don't mess with husband's business PC
I can download a file onto a removable device
Yes that is fine.
You want me to go to ninite.com and download that program?
It will take a few minutes and then I'll come back here with it
You have to do it differently.
You will need to go to download.com and in the search box find ccleaner and download to flash drive then download malwarebytes and download to flash drive.
Did cc cleaner to sandisk drive, now still need malwarebytes?
Did you go to download.com
Yes, now have both cc cleaner and malwarebytes on the flash drive
Which do you want me to run?
First do ccleaner this will clean up all the junk/temp files on your PC and help with scan time.
Install the program. When done open it and click on "Run Cleaner".
OK, I'll be back after running that, or if I have any questions
OK let me know when your done with ccleaner.
It ran a summary, but didn't see the ccleaner?
Did you open the program and click on "Run Cleaner?
I opened it and thought I ran cleaner. but it ran a summary. Should I close it and re-open to run it?
All it does is open and immediately start scanning the computer and showing a summary
Are you sure you downloaded the correct program?
If you like log into the chat session on the PC you are downloading the programs. I will send you the direct links for download.
Don't want to go back to other PC, as it is not mine
Let me dry running the other program on the sandisk
OK try and install malwarebytes. We can still run a virus scan however it will take longer. Install if prompted to update database click Yes. If asked to purchase decline. Then start a quick scan.
It's call tuneup 360??
I thought I downloaded cc cleaner
Let me do the malwarebytes
This one says: ARO 2011
No they are not the correct programs.
You gotta be kidding me!!
Now, husband is on his computer so I don't have access
The ones you downloaded are not correct.
So, what do I do now?
No other PC?
Most people don't even have 2
Is there sometime this afternoon that I can come back to you?
OK, we will need those programs to scan your PC. Your issue very much sounds virus related. That is what a virus does block you from downloading so you don't install programs to remove it.
How do I get back to you this afternoon and what time?
Yes I am usually on throughout the day till about 4:30pm eastern time.
Do I just sign in and click on "my questions"?
Correct, send me a message here I am notified via email will get back to you as soon as I can.
If you like I will give you the links here and you can then download it on the other PC.
It should be around 2:30 Central time, 3:30 your time. I think I have the links you gave me, but to be sure, just give me the links again please
Use the following link to download Ccleaner onto your flash drive. When you reach the site click on "Download Now"Click here>>>Ccleaner Download
Do the same for MalwareBytesClick here>>>MalwareBytes Download
Talk to you later!
Thanks, XXXXX XXXXX later!
Cris, something I noticed that might be of some help before we go further. Downloads work fine when I'm running this computer in "Safe" mode
I'm early, Cris!
Hi, yes you are! no problem.
Are you chatting from the PC with the issue?
Yes, I am
OK, have you already downloaded the programs yet?
They are downloaded on my flash drive. However, the Malwarebytes one file name is: ARO2011.tbt. Is that the correct one?
Let me give you a link to see if we can directly download them on the PC.
Use the link provided below, when you reach the site click on “Download Installer” then click “Run”. The site will download and install the 2 programs for you
I'm using Chrome as my browser. Does that matter?
No it shouldn't when you click on the link save the download then Run it.
Just finished installing
OK, great.You should now have ccleaner icon on your desktop. Open the program and click Run Cleaner.
When I accept the "run" it warns that it will delete files. Is that ok?
Yes that is fine. These are temp/junk files on the PC.
It wants me to close Chrome to continue, but then I'll lose you right?
Yes close it out then open it when your done.
It finished running the cleaner
OK, now open malwarebytes and click yes for update database. Then you will get another message to purchase decline. Then run a quick scan. Let me know when the scan is running.
This file says it is ARO2011, not malwarebytes, but it is the program that was downloaded from where you directed me. Is that the one?
You don't have malwarebytes as a icon?
The option on the screen is "fix errors". No Malware Bytes icon, just one that says "Check PC for Errors"
OK, you have a virus which is blocking the install of malwarebytes.
Let's try somethingYou are using windows 7?
Yes, using Win 7
I can use the hubby's computer right now...he's gone
Click on the windows logo and in the search box type in msconfig and hit enter the system config box will appear.
OK, I get system configuration box
Click on the start up tab remove all the check marks from here click OK and you will be prompted to restart. Please do so. Return into the chat session in safe mode with networking.
OK, I'm back in "Safe" mode
Use the link again to download malwarebytes again.
I downloaded again and am getting a message: Malwarebytes skipped uptodate
OK, then you must have the malwarebytes icon on your desktop. It is a Red icon with a white M
Tried it again and now I have the Malwarebytes icon on the desktop
It's there now
The quick scan is now running
It just opened a window in notepad
Do you want me to copy/paste the results here?
Were there any infected objects found?
Nothing found in any areas
"No malicious items detected" is in all areas
Funny thing is that I can download and open files when I'm in "Safe" mode
OK, let's reboot normally and see if with the few changes we made the downloads will work. Boot up normally.
Bye for now
Ok, back after reboot to normal mode
Tried to download Firefox and not getting any download once again
Do activeX controls under tools>safety have anything to do with this problem?
It can have you changed anything there?
Not on purpose. Should there be a checkmark next to ActiveX filtering?
There is nothing checked next to ActiveX filtering
I can't even view downloads from the Tools menu in IE9. It doesn't come up[
Please give me a min to research.
I can do that
Are you using antivirus software?
Yes. McAfee that came with the computer. Computer is new as of June 1 this year
OK, do you have a McAfee icon near your clock?
Can you right click on it and disable it.
You mean turn off both firewall and scan?
No option there to disable the whole program
OK, both are now turned off
Try and download now.
Download page on Firefox just stays there
OK, at this point I am out of ideas what can be blocking the downloads.
I'm sorry to hear that
I've been working on this problem for a month and my profession was as an IT professional, but stumped
I will opt out at this point and open the question to other experts. Which may be able to further assist you.
Something that doesn't load in "Safe" mode is presenting a problem in regular mode.
Can you email me when and if anyone has an answer?
Correct, I though it would have been the virus software blocking the downloads.
You will be notified via email by the next expert.
I already suspected that and disabled at one time
Thank you, Chris. In the meantime, I'll do a little more online research
Your welcome. no problem
I'll await an email or check this page at times
I'm not going to hit "Accept" for now as the problem isn't solved, right?
I didn't uninstall McAfee, I just disabled the firewall and scans
OK, am printing out your document. Will uninstall McAfee. But, it came on the computer and I don't have an installation disk for McAfee.
I will follow your document and instructions
I'll be switching to AVG, anyway. What do you think?
OK, ran through the msconfig steps. Now do you want me to restart as it says or to uninstall McAfee first?\
Uninstalled McAfee, restarted, tested downloads, didn't work. Then, did msconfig as directed, restarted and downloads still don't work. Trying to download Firefox
I'm printing out all of your answers so that I do everything IN ORDER. I just have to keep restarting, finding your email and opening it again in between
Not seeing any difference. I'm trying to download Firefox and it doesn't start. I have no trouble downloading when in "Safe" mode. I don't see any trace of McAfee running anywhere.
Please do not click Accept until I have resolved the issue.
I will present you with a link to click. Click Run Remote Desktop. It should say “Joining Session” and then you will be prompted to Run/Continue/Allow, select any of them. Your antivirus may pop up and you’ll need to allow as well. When done correctly, it should say Ready to Connect on the bottom right.
If it does not, try the process again (click the link again). And during Joining Session “Click to try another option” and a file download should begin. RUN that file, or Save it, then Run it. Its important that you click Allow/continue/run to any Prompts.
Click the link below to begin:
OK. Will restart, then come back to justanswer in "Safe Mode" to download remote
I"m back. So now you want me to click on the above link and download?
I'm accessing Chrome right now and seems to work fine, but haven't tried a download in Chrome
I've always liked Firefox, but couldn't download after this happened. Hubby is using Avast, I think. I won't reload McAfee. Had trouble before with it and now this.
When I accept answer, how much will this whole thing cost me?