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google chrome loads but wont open any web pages - I have virus

Customer Question

google chrome loads but won't open any web pages - I have virus scanned etc and other browsers work - at wits end
Submitted: 1 year ago.
Category: Computer
Expert:  Nalosin replied 1 year ago.

Nalosin :

Hello

Nalosin :

and welcome to JustAnswer.com

Nalosin :

I will do my best to help with your question

Nalosin :

Please do this:

Nalosin :

Open Google Chrome and in top-right corner of window press Wrench icon

Nalosin :

choose Settings

Customer :

done but just saying loading but as yet not loaded

Customer :

still saying loading and screen blank

Customer :

chrome will open but will not load any web pages - have tried with firewall disabled and still not opening, alos tried with incognito and same

Customer :

hello are you there

Nalosin :

Ok.

Nalosin :

Do you have any bookmarks in Chrome

Nalosin :

that we need to backup before we reset it to default settings

Customer :

yes - lots

Nalosin :

hopefully Chrome will work after we reset it

Nalosin :

Ok. Open Wrench icon then select Bookmarks -> Bookmark Manager

Customer :

wouldn't it work after an uninstall and a re-install

Customer :

same problem - opened loading tab but not loading

Customer :

any other ideas

Customer :

as this is not working

Nalosin :

Sir/Madam we didn't do anything yet

Nalosin :

we have to backup bookmarks, before we proceed

Nalosin :

as it will be deleted after the Chrome reset

Customer :

the bookmark manager will not open

Nalosin :

Ok. Hold on

Customer :

this is the original problem - nothing will actually open even though chrome is open and I can see my tabs and folders - when I click on anything it opens a new tab and stays with the loading text and opens nothing

Nalosin :

Ok. We will solve this

Customer :

thank you I hope so

Nalosin :

Ok. Please do this:

Nalosin :

close Chrome

Customer :

done

Nalosin :

then right-click on icon shortcut

you use to start chrome and select Properties

Nalosin :

choose "Shortcut" tab

Nalosin :

and in "Target" text box at the end after chrome.exe add this

Nalosin :

-incognito

Nalosin :

and press Apply

Nalosin :

Full Size Image

Nalosin :

Use the picture above as reference

Customer :

a window appeared saying not valid

Nalosin :

there is a space between exe and -incognito

Customer :

put a space and clicked apply

Nalosin :

ok. there should be chrome.exe"

Nalosin :

put incognito after " sign, not before, and also put a space

Customer :

done that - applied and it seemed ok and closed - trying to open chrome again and hit settings but doing same thing as before

Customer :

C:\Users\Tracy\AppData\Local\Google\Chrome\Application\chrome.exe -incognito

Nalosin :

Did you get this text when you started Chrome:

Nalosin :

You've gone incognito. Pages you view in this window won't appear in your browser history or search history, and they won't leave other traces, like cookies, on your computer after you close allopen incognito windows. Any files you download or bookmarks you create will be preserved, however.

Going incognito doesn't affect the behavior of other people, servers, or software. Be wary of:

  • Websites that collect or share information about you
  • Internet service providers or employers that track the pages you visit
  • Malicious software that tracks your keystrokes in exchange for free smileys
  • Surveillance by secret agents
  • People standing behind you
Customer :

no

Nalosin :

Ok. Open Chrome icon Properties again

Nalosin :

then delete everything from target box

Nalosin :

and copy and paste the text bellow to the target box:

Nalosin :

"C:\Users\Tracy\AppData\Local\Google\Chrome\Application\chrome.exe" -incognito

Customer :

done and applied

Nalosin :

ok. start now Chrome from the same icon you changed

Customer :

do you want to try open chrome

Nalosin :

yes, from the icon we changed Properties

Customer :

page unresposive window popped up

Nalosin :

Did you get the Chrome window? Did it start?

Customer :

chrome window but no tabs opening

Nalosin :

Ok. Are you able to open any webpage now

Customer :

no

Nalosin :

do you have the address bar?

Customer :

yes

Nalosin :

Ok. Paste this link in address bar:

Nalosin :

and press enter

Customer :

itopened another chrome window and a tab that just says loading!!

Customer :

another window just popped up saying page unresponsive - wait or kill

Nalosin :

Ok. Kill

Nalosin :

Then open Start -> Computer icon

Nalosin :

and in address bar paste bellow command:

Nalosin :

%userprofile%\Local Settings\Application Data\Google\Chrome\User Data\Default

Customer :

nothing happened

Nalosin :

Folder should open when you press enter after you paste the command

Customer :

tried again and open a default folder with lots of things in

Customer :

eg cahce, databases, extention state etc etc

Nalosin :

Ok. from that folder Copy to another backup location, for exmple desktop Bookmarks file

Nalosin :

and Bookmarks.bak file

Customer :

have copied and placed in a new folder in documents but when I open them to check the .bak file sends me to connect to web

Nalosin :

don't open them

Nalosin :

now

Nalosin :

delete everything from address bar, then paste this command:

Nalosin :

%userprofile%\Local Settings\Application Data\Google\Chrome

Nalosin :

and Copy complete User Data folder to any backup folder. You can use the same like for Bookmarks files

Customer :

what do you mean everything from address bar - i have lots of folders and links used for work etc - do you wt me to send a screen grab so you can see

Nalosin :

no

Nalosin :

just do exactly like before

Nalosin :

if it's easier for you, close Computer window and open it again from Start -> Computer icon

Customer :

sorry confused what do you want me to do

Nalosin :
Are you still in Computer window with all the files
Customer :

yes

Nalosin :

Ok. Press UP icon two times, to go up two levels

Customer :

i don't have an up icon

Customer :

sorry you have lost me completely now

Nalosin :

Ok. Click on View menu

Customer :

in what???

Nalosin :

In Computer

Nalosin :

you work only there and chat here

Nalosin :

everything I instruct you to do, you have to do in Computer window

Customer :

i am on the computer ..in chrome or small open at bottom left

Nalosin :

not chrome

Nalosin :

I told you above to open Start -> Computer

Nalosin :

you have to work there and everything I am writing here you have to do in that window

Nalosin :

don't open any other windows. This chat and Computer window

Customer :

there isn't a view menu or a click up

Nalosin :

Ok. Close Computer window now.

Nalosin :

Then open it again from Start -> Computer

Customer :

closed

Customer :

look i can go to bottom right and it opens a long tab that shows all programmes or i can shut down, sleep etc what do you want me to ttype/do when I open this tab

Nalosin :

No

Nalosin :

Just open Computer from Start like you did before

Nalosin :

don't do anything else

Customer :

no what?

Customer :

ok

Nalosin :

In Computer window in address bar paste this command:

Nalosin :

%userprofile%\Local Settings\Application Data\Google\Chrome

Customer :

done and it shows

Nalosin :

Ok. Now make a backup of User Data folder, like you did for bookmark file

Customer :

doing it now

Customer :

927 mb

Nalosin :

ok.

Customer :

its saying 15 mins

Nalosin :

Ok. Let me know when it's backed up

Customer :

ok

Customer :

right moved and copied files but not convinced these are actually backed up as when I click on a file it opens a window that asks me what I want to use to open - a bit worried about all this

Nalosin :

You cannot open these files

Nalosin :

that's normal

Nalosin :

ok now delete complete User Data folder from

Nalosin :

%userprofile%\Local Settings\Application Data\Google\Chrome path location

Nalosin :

then try to open Chrome

Nalosin :

Let me know how it goes

Customer :

ok its deleting 707mb...i hope this is ok

Nalosin :

Yes, don't worry, we made a backup just in case

Customer :

it wont let me delete

Nalosin :

you have to close chrome

Nalosin :

before you try to delete

Customer :

it's closed

Nalosin :

Then bookmark this page (add to Favorites)

Nalosin :

and restart computer

Nalosin :

open this page again and try to delete folder

Customer :

sorry - it's just not happening

Nalosin :

Ok. Re-install Chrome

Nalosin :

from www.chrome.com

Nalosin :

then try to open it

Customer :

ok will try

Customer :

opened and it's the same

Nalosin :

Ok. Uninstall Chrome from Control Panel -> Uninstall a program

Customer :

did that

Customer :

and same

Customer :

what now

Customer :

nothing working

Nalosin :

After you uninstall Chrome

Nalosin :

we will have to do more steps

Nalosin :

Did you uninstall it?

Customer :

yes

Nalosin :

Ok. Open Start -> Computer

Nalosin :

and paste this command in address bar

Customer :

what command

Nalosin :

%LOCALAPPDATA%\Google

Nalosin :

delete complete Chrome folder from there

Customer :

ok doing now

Nalosin :

Ok. After that please download this file from link bellow:

Nalosin :

go to the folder where it's downloaded, right-click on the file and select Merge

Customer :

its not deleteing

Customer :

deleting now

Customer :

done

Customer :

now what

Nalosin :

After that please download this file from link bellow:

2:31 PM

go to the folder where it's downloaded, right-click on the file and select Merge

Customer :

i dont know where it is

Nalosin :

It's in Downloads folder

Nalosin :

where you usually download files

Nalosin :

Press CTRL+J in Internet Explorer and it will open downloads folder

Customer :

got download file but cant find file

Nalosin :

I don't understand.

Nalosin :

you got it, but can't find it

Nalosin :

did you download it from the link above?

Customer :

yes whats it called

Nalosin :

remove.reg

Customer :

i have removewat22.zip

Nalosin :

Ok. Never mind

Nalosin :

try to install Chrome again and check if it's working

Customer :

ok - i am going as this is not working - thank you but its not changed

Nalosin :

Ok. Since you were not been able to follow the steps to run remove.reg file, I will opt-out and open your question to Experts with Remote Desktop support access

Nalosin :

They will be able to solve the problem. I already lost a lot of time trying to provide correct instruction, but somehow you were not been able to follow

Nalosin :

please wait and when someone with remote access responds you will be notified to your email. Thank you

Expert:  Jason replied 1 year ago.
Greetings,

Thank you for your question and your time today.

My name is Jason and I will be the expert working with you today to help resolve your problem.


Do you still need help with this problem? If so, may I remote into your computer and help you resolve the problem? I will send a remote link within minutes after your response, so please keep refreshing the page.


Thank you.
Customer: replied 1 year ago.


hello are you still there


 

Expert:  Jason replied 1 year ago.
Yes.

Was that a yes to the remote option?
Customer: replied 1 year ago.


yes please

Expert:  Jason replied 1 year ago.


Thank you.

Please, click the following link and allow the remote app to run: http://67.192.95.188:8040/?Session=10335c4e-e932-4aba-a8f6-ce27e8683a57&SUPPORT=NET


Expert:  Jason replied 1 year ago.

Please, do not forget to click the Happy face on the bottom of this page and click Submit, if you are satisfied.


Please, bookmark the following page if you ever want to work with me directly. Any new questions posted at the following page will be sent directly to me: http://www.justanswer.com/computer/expert-computertechmaster/

Thank you,
- Jason


Customer: replied 1 year ago.

Hello


I think you tried hard but ultimately what you did , didn't work - I'm sorry - I don't think it was your expertise and not sure why it didn't happen but after you left doing the restore I opened again and same thing - it wasn't working

Expert:  Jason replied 1 year ago.


Thank you for the update.

May I please, remote into your computer so that I can better help you resolve this problem?

Customer: replied 1 year ago.

thank you but no - as i have now have had my own guy who i caouldn't reach on friday sort ting things for me


thank you

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