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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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I HAVE BEEN TRYING WEEKS NOW TO DOWNLOAD AND INSTALL oFFICE

Customer Question

I HAVE BEEN TRYING FOR THREE WEEKS NOW TO DOWNLOAD AND INSTALL oFFICE 2013 h&s which I bought around a month ago with absolutely no success and am now locked out since I have tried too Many times to download the program. Now I have tries to get support from Microsoft Australia and there opening page does not complete and there is a strange symbol on top of the address line {{getCv()}}
What does this mean and what the hell can I do to get a usable copy of Office.?
Submitted: 1 year ago.
Category: Computer
Expert:  Kamil Anwar replied 1 year ago.

Hello & Welcome to JustAnswer. May i connect with you remotely to troubleshoot the issue directly?

Customer: replied 1 year ago.
please do before I throw both of my computers out the window!@
Expert:  Kamil Anwar replied 1 year ago.

Please click the link below and run/open the downloaded program:
https://secure.logmeinrescue.com/R?i=2&Code=389670

Expert:  Kamil Anwar replied 1 year ago.

Please run/open the downloaded program.

Customer: replied 1 year ago.
I have clicked on the link but nothing has happened
Customer: replied 1 year ago.
There is no downloaded program!!!!!
Expert:  Kamil Anwar replied 1 year ago.

Go to this website : www.logmein123.com and tell me if you see a box asking for a six digit code?

Customer: replied 1 year ago.
the box is there asking for the code
Expert:  Kamil Anwar replied 1 year ago.

Type the code 588565
then click start download and open the downloaded program

Customer: replied 1 year ago.
Still nothing happening would it help if I switched to Internet Explorer?
Expert:  Kamil Anwar replied 1 year ago.

Hold CTRL key and Press J tell me if you see the downloaded file?

Customer: replied 1 year ago.
No. Nothing at all. and for a while there I lost you also but you came back.
Expert:  Kamil Anwar replied 1 year ago.

Can you Hold Windows Key and Press R. In the run dialog, type iexplore.exe and Click OK. Tell me if it gets you to Internet Explorer. If you lose me (use ALT + TAB keys) to switch.

Customer: replied 1 year ago.
it got me to Internet Explorer
Expert:  Kamil Anwar replied 1 year ago.

Now go to www.logmein123.com and type the code; 994599
then download and run it.

Customer: replied 1 year ago.
On the opening page of Dodo.com at present
Expert:  Kamil Anwar replied 1 year ago.

Now go to www.logmein123.com and type the code; 994599
then run it in internet explorer

Customer: replied 1 year ago.
No it comes up with an HMMMM, Something went Wrong here
Expert:  Kamil Anwar replied 1 year ago.

type http://www.logmein123.com/

Customer: replied 1 year ago.
Asking again for a 6 digit code
Expert:  Kamil Anwar replied 1 year ago.

Type the code : 659543 and then click Start Download

Expert:  Kamil Anwar replied 1 year ago.

Look at the bottom of the internet explorer screen to see the prompts that may ask you if you wish to save, or save and run.. etc.

Customer: replied 1 year ago.
still nothing the little circle of dots kick starts when I hit download but stops in about 1 second.
Expert:  Kamil Anwar replied 1 year ago.

That means download finished? Hold CTRL key and Press J to open up downloads pane; look for the file called support-logmeinrescue.exe and open it.

Customer: replied 1 year ago.
No. No luck
Expert:  Kamil Anwar replied 1 year ago.

When you pressed CTRL + J did you see the downloads?

Customer: replied 1 year ago.
I did find the page for LogMeIn rescue aking me to fill out details. Should I do this?
Expert:  Kamil Anwar replied 1 year ago.

The only page useful for us is the one that where it asks for the code which you've entered twice and clicked Start Download; next steps should be on your computer (we need to run the downloaded file). When you pressed CTRL + J did you see the downloads?

Customer: replied 1 year ago.
no. I didn't see the download
Expert:  Kamil Anwar replied 1 year ago.

Hold CTRL key and Press J (On Internet Explorer) tell me what do you see when you press the key combination?

Customer: replied 1 year ago.
I GOT THE FOLLOWING MESSAGE>
Code Already Used
A session using this code has already been started. Please ask your support provider for a new code.
Expert:  Kamil Anwar replied 1 year ago.

Okay. Now we're in the right directly; but you've got to do it step by step. I'll give you a new code; you will click start download, then do CTRL + J and then run the latest instance of support-logmeinrescue.exe file (here's the code: 402290)

Customer: replied 1 year ago.
nOTHNG AT ALL HAPPENED.
Expert:  Kamil Anwar replied 1 year ago.

It's simple. We just need to run one downloaded program which you were able to (as i can see). Can you list me the exact steps you're taking?

Customer: replied 1 year ago.
I DID JUST EXACTLY WHAT YOU ASKED BEFORE BUT NOTHING HAPPENED AGAIN EXCEPT THAT I GOT A SUDDEN JUMP TO A TOTALLY DIFFERENT SITE FOR dOCUDESK, WHICH OF COUSE ARE NOT VER YPOPULAR
Expert:  Kamil Anwar replied 1 year ago.

Click the link below, then go to your downloads folder. There will be a file called TeamViewerQS.exe ; then double click on it to open it. You will see a 9 digit number and a password (type that to me here)
http://tinyurl.com/9439e

Customer: replied 1 year ago.
Kamil, I have two computers here and one elsewhere also in the house. Can you tell me what woud happen after I have recently upgraded to Windows 10, if I reformatted and tried again right from the satart on Windows 7
Expert:  Kamil Anwar replied 1 year ago.

you want to downgrade to windows 7?

Customer: replied 1 year ago.
I could not find the TEam viewer file in Downloads at all although in Windows 10 you have to look in 15 different places to try to find things. I don't particularly want to revert to Windows 7 but anything would be better than what I have going at the moment.
Customer: replied 1 year ago.
Do you know of a firm called Prodigy InfoTech - Chennai based? They tried to fix my Office download problem about 2 weeks ago and couldn't and I demanded a refund. Are they trying to get at me?
Expert:  Kamil Anwar replied 1 year ago.

Not sure; haven't heard of them.

Customer: replied 1 year ago.
They were Microsoft authorised. For an old man, I'm 80, and with all these problems I believe the onus should be on Microsoft to fix their problems themselves!
Expert:  Kamil Anwar replied 1 year ago.

What program did they use to connect?

Customer: replied 1 year ago.
Does Tech Support mean anything?
Expert:  Kamil Anwar replied 1 year ago.

Tech Support means Technical Support

Customer: replied 1 year ago.
Yeah! I thought that was all. But I have some info here I can pass on if you give me about a minute to come back to you
Expert:  Kamil Anwar replied 1 year ago.

Yes please; let me know.

Customer: replied 1 year ago.
Prodigy InfotechRoyerford, PA***@******.*** contact for support at 1-***-***-**** ( Toll Free) or write us at***@******.***These are the people but although they have a stage in USA they talked to me from Chennai.Hey! It shalloween here already! Is this trick or treat?
Customer: replied 1 year ago.
I also discovered while looking for this info that I have roughly 80 emails from Just Answer saying I just responded to your Question.
Expert:  Kamil Anwar replied 1 year ago.

Those emails are me responding to your questions. BUT the Infotech messages seems like they are there on your system; when you contacted them initially.

Customer: replied 1 year ago.
Oh that wasn't a message I took that info from the Invoice they emailed to me.
Expert:  Kamil Anwar replied 1 year ago.

Alright; then it looks like they've supported you and just sent the invoice.

Customer: replied 1 year ago.
Which I promptly returned to them and got a refund.Hello Dennis,We apologize for the inconvenience caused to you in this regard. We
have a 7 days refund policy and you are eligible for a full refund. We
will process your refund request, and it would take 5-7 bank business
working days to see the funds in your account. We will write another
e-mail once the refund is initiated.
Customer: replied 1 year ago.
Kamil, Are we getting anywhere or should we call it a day for now. My stomach thinks my throat is cut as it is Dinner time here in Australia.
Customer: replied 1 year ago.
Hello there......
Customer: replied 1 year ago.
Can you at least enlighten me on what the strange {{getCv()}} means?
Expert:  Kamil Anwar replied 1 year ago.

Sorry, i had an issue with the network here. {{{GETCV doesn't indicates anything, it looks like it is an error on some website. Can we try one more time.

Customer: replied 1 year ago.
OK. I will feel better in a minute. I just got myself a beer!
Expert:  Kamil Anwar replied 1 year ago.

No worries. Take your time.

Customer: replied 1 year ago.
I'm so thirsty it wont take much time at all!
Expert:  Kamil Anwar replied 1 year ago.

No worries. Take Care.

Customer: replied 1 year ago.
Sorry Kamil.. I must go now and can't put it off any longer. You have been most patient on what seems a very strange problem, but I still have no solution so don't feel very happy with the result. Go back to bed and have a good sleep. Good night
Expert:  Kamil Anwar replied 1 year ago.

It's no problem. I will keep the question open so we can continue when you're back.