Hi, my name is XXXXX XXXXX X'XX be happy to help you today!
Computers getting slow and "freezy" is unfortunately a common problem but luckily because it is common there are numerous free programs out there that can and will help
Id recommend a few different things
1: We should do a full virus scan on it. Viruses and spyware is the number one cause of this issue. They run in the background and slow everything down. I like to use a free program called MalwareBytes. You can download it here (click here) the download will start automatically so no need to click anything else on that page. Install it and do a full scan.
I've already done a full scan using ESET NOD 4. It shows no virus problem. Do I need to do this additional download and scan?
2: It could possibly be that some unnecessary programs are running in the background. You can get a full list of what is running and disable them by going to Start\all programs\accessories and choosing run. In the run box type in "Msconfig" without the quotes and then click on the startup tab. Here you can uncheck anything not needed. I usually recommend unchecking most everything except anything related to printers or antivirus
Yes Id say still do the scan
no one program is comprehensive and they will not conflict with one another
Ok hold on. I'll download and do the scan and let you know what i learn from it. Hold on. . .
3: Many computers have issues in general with sleep or hibernation. This is a very common issue. I usually recommend you just turn the setting off. You can do this by going to the start menu and in the search box type in "power options". In power options you will see the settings
No worries. Take your time. The scan might take a while and may require a reboot should something be found. I would book mark this page using CTRL + D just in case.
That will enable you to come back and reply which is always possible even after a rating. I am here to help until this is resolved :)
While it's downloading, I'll do as you suggest and turn the hibernation setting off.
Id definitely recommend it. Windows never was very good at hibernating :)
I am now running the malware scan -- after it froze for a while. Meanwhile I did not see the settings option under Power Options. I'll look again and see if I missed something. . .
Ok, I found it, and turned the hibernating options to "never" -- both on power and battery. And accepted ok. So that should stop the hibernating. . .
Yes it should
And given it is already running slowly that scan could take a bit
The full malware scan is running. 31,000 plus files checked in first 4 minutes and so far nothing found. . . it is still working.
Now 35,000 files scanned and still no malware found, but lots more files to go. . .
ok while this is running Id try the second suggestion as well using MSconfig
Note: any changes you make in there will not become afective until you reboot
Let me go back to that.
No worries. Take your time
I'm not sure which ones to turn off -- what if they are by Toshiba? by Intel? by HP - my printer? by Realtek? Synaptics? ESET (my virus protection)? Google? Sugar Sync (my cloud backup system)? PC Tools (registry mechanic, etc)? Microsoft Office? Adobe? Java?
Toshiba should be safe to turn off, intel no, hp no, realtek no, synaptics, no, eset no, google yes, sugarsync no, pc tools yes, Microsoft office yes, adobe yes, Java yes
68,000 files scanned so far and no malware detected, still scanning.
Ok, going back to start up list and disabling the ones you marked "Yes" -- meaning safe to turn off at start up. Is that what you mean and are recommending that I do?
Yes means turn off
Ok, just wanted to make sure. I've unchecked the boxes as you suggest -- now hit "oK" or "apply"?
Apply and then ok
It will prompt you to restart
say restart later
We need to let the scan finish
83,000 files scanned and no malware -- yet.
Thats a good thing I hope. If these measure do not help it could be that your hard drive is slowing down and getting ready to fail. Thats obviously not a good thing
Ok, got it on the start up directions.
I like to start with the easiest stuff firts
I hit applly, then ok, then exit without restart.
Now -88000 files scanned and no malware -- yet.
Otherwise waiting. . . right?
Yes. Lets let the scan finish
I wouldnt think it would take much longer
If I restart this thing to let the various changes I've made go into effect, won't I lose connection with you?
You will however if you book mark this page you will be able to get back
I've book marked the page. Will that get me back on with you?
It will :)
This question stays open even after were done and even after a rating. That bookmark will get you back here
96,000 files and still scanning with 0 malware.
Just had a small freeze. . .
hmm ok. lets see if it finishes
malware scan has frozen. i've just tried to shut down other programs that were stuck too -- managed to do that -- skype and spotify. Are you having trouble with other spotify users?
No not that I am aware of
Id say go on and reboot
the scan is running again -- 98,000 files and rolling -- zero malware detects
then let it finish
Ill be curious to see if a reboot helps
waiting as scan runs -- 102,000 files + = Zero mw
1o7,000 files + and all good so far . . . running
Let it finish and if it finds anythign remove it. Then reboot. Ill be back in five minutes.
109,000 and now 1 detected. then scanning froze, waiting to see if it unfreezes. . .
back rolling. . .
110,425, but now frozen again. . .
now rolling again. . .
keep freezing periodically, then after a wait unfreezing and continuing to roll -- now over 112,000 files.
Is there anything I should be doing to delete or quarntine the one malware file that has been detected?
You will have the option to remove it after the scan completed
scan is stuck at 114,751, but not complete. . . just frozen again. . .
on for a while, then re-freezes. .. . now only at 114, 947 and holding
now rolling again -- 116,000 +
Yeah Ive seen that happen before where it will freeze and then restart
as long as it continues to restart were good
i'm glad i'm not paying by the minute.
Ha I know, right?
now at 120K and rolling again. . .
picking up some speed - 125K and still rolling. . .
130K and still rolling. . .
Hopefully it will finish soon
yeah, but when it crossed the 130K line it stopped . . . and not only is it not responding, but the screen for the scan has gone blank. . . .
now it's back and running again. . . .
Awesome. I bet its going to freeze like that off and on until its done
that's the way it looks. if you can hang in there until we get through this, i can.
Ha I dont have anywhere to be. Just remember to rate once this is all said and done ;)
over 140K and still rolling. . .
yes, i won't forget to rate. . .
still scanning . . .
How are we looking?
I'm back. sorry. we got cut off. scan still running - 165K + only 1 malware item. . .
is there a way to recapture our earlier chat at some point. I want to save your instructions.
Sure you can always come back to review. You should also get an email
I lost all but the portion 3:53 or later. . .
will the email have the entire conversation?
It should yes
If not you can always reply
But once the chat has ended the whole thing should be visible
Ok. then I can copy and paste and save.
I"m back. scan still running - now at 175K
Wow thats a lot of files
i have 387 GB free of the 454 GB capacity on this computer. So the number of files should not be the cause of the slowdown. And until recently it was doing ok.
Well lets hope it performs better after the reboot
yes, indeed. that's the test. i appreciate your patience.
No worries :)
i am hoping that the computer starts much faster once we reboot, but if it doesn't it can take up to 10 minutes or so for me to reconnect. i hope this will not happen.
We shall see
Just said "scan completed successfully".
Perfect. Click show results
and then make sure the box is checked and click remove selected
did that. now it says to shut down to remove the threat.
ok go ahead and reboot\
will do, and will check back after I see how it works post-reboot.
Perfect. Ill be here
I'm back. You can see from the time slugs that it takes almost 10 min to start after a reboot. I'd don't if we'll have any more freezes but the slow start has not been resolved.
AND it just froze again for a few seconds.
so now what?
you there, Chris?
I am here
I think perhaps your hard drie is having issues
We should do a check disk on it however that is going to take as long as that scan and we will not be able to chat while it happens
I can walk you through getting it started
Ok, send me what there is to be done.
ok go to start\all programs\accessories and click run
in the run box type
then in the new black box type
chkdsk c: /r
It will say that it cannot do this now do you want to schedule it for next reboot
Say yes and then reboot.
It will scan while it is booting next time
You will nto be able to use the computer while it is scanning
Is that if?
Thats it. It will check the entire drive for errors
is that it?
And if it finds some, then what?
and repair them if it finds any
Ok. how about I try that tonight then check in with you tomorrow?
Are you on tomorrow?
I will be. I will get an email when you reply
What should I do about the rating? I think you've been terrific so far, but we don't have resolution of the basic problem.
That is totally up to you :) The question stays open even after a rating. Its your choice
when does the payment transfer?
The site has already taken payment. All rating does is ensure I get credit for the time
You should get credit for the time. No question about that. But I want to make sure this process does not end with me in the same basic predicament that caused me to use this site in the first place.
I understand completely
So how do I ensure a satisfactory resolution?
Well just do the scan and we can follow up after that. I will say however that it is possible that Windows is just trashed so to speak. After all these measure if it is still not resolved, a reoad may be in order
What do you mean reload?
A reload of Windows 7
Basically backup everything and reload from scratch
I don't get it, but are you saying that Windows will allow me to get a replacement for my Windows 7 system free or that I might have to buy a replacement?
And how do I back up everything?
No it should be free if there is a sticker on the machine with a product key. You can download the disk
There are numerous methods
the best is to copy anything important to something external such as an external hard drive
Ok, what about how to back up all these files?
Ok. wow -- let's hope that's not necessary.
Yeah its a lot
I'll rate that the services was "good" so you get credit for the time -- I actually think it was better than good, but I also want the record to show that the problem for which I called was not resolved despite your patience and good instructions to me.
And we can continue tomorrow
Ok. Thanks, XXXXX XXXXX and out. I'll hopefully be back in touch tomorrow with some good news. Will the same page work?
Yes it will :)
Ok, take care. Thanks.
Chris: My laptop is running faster, but it is still freezing periodically and still slow to start. I started following your instructions to clean the disc, but when I put in chkdsk c: /r in the black box, it said "denied" and that I did not have privileges for this command. Can you tell me what to do next? Jeff Schwartz, XXXXX@XXXXXX.XXX, XXX-XXX-XXXX.
I just tried what you suggested above. I did using the quotes and without the quotes. Both times the black box responded: "run as administrator" (and 'run') is "not recognized as an internal or external command, operable program or batch file." So what next?
Hi Chris, Thank you for checking. The help you gave me did provide some additional speed for the laptop, but I'm still having the basic problems that I contacted you for in the first place -- slow start up and frequent freezing. I was going to try to back up my files and then replace the operating system -- Windows 7, but after I bought the hard drive and tried to do the backup, the system kept failing to complete -- stalling at 7% download. So I am kind of stumped. I did not have time before today (Saturday) to try to do the disc check with the additional information you gave me, but I am planning to try that today. If you want to talk about this, I can be available at XXX-XXX-XXXX. I do not blame you. I appreciate the time you put in with me. Regrettably, however, I cannot say that we solved the problem.
Hi Chris. Thanks. I ran the C disc scan. It found and presumably fixed a few errors. But this did not solve problem. When I restarted, the system got stuck on the "Welcome" screen. So I am now operating in safe networking mode. I am going to try again to reboot and see if things are any better. But I think not. I just got an error bubble message saying I have corrupted file and should do a C drive disc scan. I'm not sure what to do next. Jeff
Running the dsk scan of the C: drive didn't work the first time, but running it again seemed to solve the basic problem. Not 100% but close. Start up is now a lot faster. Fewer freezes are occurring (but not 100% freeze free.) Overall speed is improved.
I tried buying an external hard drive to back the C drive up that way (Seagate 3Tb) Backup plus. But the backup stops at 57% and says backup not completed. I tried to disable the ESET NOD virus ware and tried it all again after disconnecting the external hard drive -- as suggested by a web site dealing with this issue -- but to no avail. I tried backing up to a DVD rather than the external hard drive. Same problem. So I am most of the way home, but still not clear how to get an effective backup to the external hard drive. Jeff
I've already done all that with no success. I tried backing up to the external Seagate drive that I just purchased and to the DVD disc. In each case the back up effort stopped at 57% and the back up was not completed.
What next? Jeff
Thanks so much for the follow up. I've now used the free app you've provided the link for to back up my c drive and the system.There was no apparent problem.
So -- Now what?
What are the next steps to be taken?
I thought you were suggesting that once the backup occurred, I should somehow replace the Windows 7 operating system. Did I misunderstand? If I didn't misunderstand, what are the steps to replacing the Windows 7 operating system?