Hi, my name is XXXXX XXXXX I'll be happy to help you today!
Let me know once you are in chat and we can troubleshoot
I am here
What version of windows are you running?
window 7 pro
ok great do this. Go to start and in the little search box type "cmd"
it's my grandson's laptop. He let the virus protection expire
once the command prompt comes up type in the following
I am typing in cmd and its shows programs cmd pr 2 files gpt or setup
were looking for command prompt
or just cmd
should be a black icon
ok- found it. I typed in ping google.com
ok is it replying or saying something else??
it says ping request could not find host
ok lets do this
Tell me what it says for default gateway
ok I did and it brought up a lot of stuff
default gateway is 2620:9b::1900:1
ok let me ask
youre connecting wirelessly right?
and a second line below that says 18.104.22.168
yes. I tried both wirelessly and connected but need the wireless for my grandson
Did it work vie the cable or still didnt work?
no it still did not work
ok heres what it sounds like is happening
I don't understand it. I've set up a lot of other wireless devices so I know the password XXXXX XXXXX
It sounds like the virus probably wiped out the system files responsible for networking
I think you are probably doing everything correctly
I just think the virus did a lot of damage
so how can I fix that
Do you by any chance have the recovery disks that would have come with the machine?
I have the reinstall disc that came with the computer. I was hoping not to have to do a full restore but will if necessary
I think it may be necessary
The disc says for reinstallation not restore\
I backed up the computer on dvd but if I do a full restore can I use the backup files to put some of my grandson'sstuff back on or will it change the restore
You should be able to use the backup
What the reinstall will do is make it like it was when it was brand new
Then once that is done you just restore any files from abckup
Does that make sense?
Yes, I know that. But I did the backup of his files after it wouldn't connect. It's okay to use that
You did it after the virus scans correct?
Then it should be fine
There shouldnt be any risk of reinfection
I dont think the issue is that you are still infected
but I did it before the adware scan
I think its ore that needed files were damaged by the infection
It may not be a bad idea to scan the files
but from what you are descrbing it sounds like you should be ok
So di I just put the disc in or what, it's been a while since I had to do this with a computer
WHat you should do is put the disk in and then reboot. It should actually boot to the disk
Nope. it didn't. I'm trying again.
ok you may see a key to press for boot options?
is it f8 or f11
I got to the screen where it says repair your computer
Ok thats the boot menu for Windows
Lets try this
just go on and boot it all the way up and then put the cd in
See what comes up on the screen
safe mode with networking, sage mode with command prompt , enable boot logging, enable low resolution video, last known good configuration, directory services restore mode, debugging mode, disable automatic restart on system failure, disable driver signature enforcement or start windows normally
FYI the boot menu key for dell is usually F12
Like i said it's been awhile. It says it's loading fiels
I hope not lol, I've been at this for awhile now and the Grandson will be home in a couple hours. Hoping I can have it done for him
I think if we can get the reinstall going we should be good
It's still saying loading files, does this take awhile
WHat does the screen look like
What sort of colors"?
black with a solid white line at the bottom and the lettering windows is loading files and now it shows system recovery options
ok thats not where we want to be
Reboot the machine
As soon as it comes on start tapping F12
You should get a boot device menu where you can select the cd drive
we don't want to do startup repair?
No thats not what we want for this one
ok-rebooting and pressed f12 and boot from the cd correct?
If we can get it to boot to the cd then you should be able to load Windows
ok windows is loading files
I can see a progress bar
thats what we want
You should get an install Window
Why did we not want start up repair? Would that not have cured the rpoblem
No thats for if Windows will n to boot
It will boot
just wont get on the network
What version of Windows is it again?
Im going to get you a link to a tutorial which will walk you through the whole install with screen shots
ok one sec
Ok great here we go. Click here
That will walk you trhough every screen you are going to encounter
I found out after I had completely restored the operating system and the laptop still would not connect to the internet that is was because the wireless on/off switch was in the off position. Therefore I restored the operating system for no reason and lost all my grandson's files. I'm extremely upset.
Baloney. You asked me if I had the recovery disc before anything was even mentioned about a back up disc of his files. You told me you felt the virus did the damage. Fine, I will file a complaint. You leave me no choice.