Hello and thank you for your question. I would look forward to assisting you with your issue today. I will need a little more information please. What version of Windows are you using, how old is your computer, and is this a laptop or desktop?
My apologies, but I am not yet setup for phone calls.
Windows XP is going to be a problem since it is no longer supported. That may be part of your issue?
Are you using any antivirus program? Do you know about how old your computer is?
Okay, just get back to me when you can.
Okay, no rush.
About how old is it?
I need to know about how old your computer is please?
Why don't you get back with me when you are finished?
Yes. Just leave the window open. I will respond to you as soon as I can.
I'll wait to hear from you.
Okay, so how old is your computer?
Can you please answer my question?
Okay, there are a couple of programs you can download that may help to speed up your computer, but because Windows XP is outdated and again that may be part of the problem. Are you comfortable installing new programs?
Okay. Click this LINK and download the program and let me know when you have it.
You downloaded Malwarebytes, correct?
Click on the Big download button and download it to your computer.
I want to make sure you got the right program. Go to the green button that says download the latest version and click that.
Have you downloaded it?
Okay, now click on the program and install it.
Now run the program and let it scan your computer. It will probably take some time. After the scan delete everything it finds then let me know how it goes.
How about we try this a little later and I will remote in and see what I can do?
Are you okay with that?
It is not that large of a program and shouldn't take this long. Get back with me later this evening and I will connect to your computer to see what I can do. Will that be okay?
I will be off line for a bit. I will check back as soon as I can.
Let's try for later this evening?
So Malwarebytes has installed?
Now you have to run the scan on your computer from Malwarebytes.
Do you see a list of all the things it found to delete?
I responded to you several times to see if you wanted to work on this later so that I could remote in but got no response? If you deleted everything it found, then restart your computer please.
After you had Malwarebytes scan your computer, did you see a list of things to delete?
Okay very good. I can take control but I will need to do that later. I am unable to do right now.
What time zone are you in?
I realize that and I wouldn't expect you to. We can setup a time for you to come back.
What is the time there now?
The cost will not increase. I am not able to connect to your computer at this time. Can we try for around 7PM?
My apologies for all your trouble. Would you like me to turn this over to another expert?
Would you like me to see if someone else can help you?
The last time we chatted was when I asked you to return around 7PM so that I could connect to your computer and you did not respond to that. I cannot connect to your computer without you running a special program that I will give you a link for. Once you click on the link and install the program, it will give you a user ID and password ***** that you in turn will have to give me before I can connect to your computer. I am not sure what has happened to is since we last chatted, but I have had no control of it what so ever. If you would like to continue so that I can take a look, let me know and I would be happy to continue to help you.
Please go to http://www.teamviewer.com/ and download and install the TeamViewer program. During installation, keep default, basic, and personal settings. You will then see an ID number and password ***** for you. I will need those to remote into your computer. Please do not close the TeamViewer program until instructed to do so.
I won't be able to connect to your computer without it.
After you have clicked on the link, click on the download button. After the program downloads, click it and let it install.
Maybe you should have someone come in and look at your computer? If you decide to do that, I can request a refund for you so you won't lose any money.
Thank you for the update.
May I start a remote screen sharing session with you so that I can better help you resolve this problem?
When the remote begins, a chat window will appear that we can use to communicate with each other.
Which thing are you referring to?