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Hello, welcome to JustAnswer my name is ***** ***** I'm one of the experts who will be assisting you today.Sorry to hear you're having trouble with your computer.When did the problem start? Is the computer usable?May I start a remote session so we can work on the problem together from your computer?Please reply using the box below.Regards,Martin
I need you to contact me from the computer with the problem so I can help you directly from there, is that something you can do?
The problem occurs after Windows runs an update which causes conflict with software on your computer, in your case BHDrvx64.sys means it's a conflict with Norton so removing Norton completely with the Norton removal tool should help.It can be downloaded here:http://www.majorgeeks.com/mg/get/norton_removal_tool,1.html
It's the software we will be running on your computer to remove Norton completely.You will have to in order to fix the problem, it's caused by Norton
We can reinstall it later
Can you contact me on this question page from the computer so we can work on the problem directly from there?
Because the file you wrote above is a Norton file - and it is a common problem with Norton.
Yes, download the Norton removal file and run it - the steps are simple to followIf you need I can connect to your computer remotely but you need to connect to this question site from your computer
Is Norton fully uninstalled now?
Well if you have Norton as well and the blue screen error mentions the same file BHDrvx64.sys then yes
The file name indicated in the blue screens usually gives you a good indication of where the problem originates
I'll need to connect to the computer to check the logs and tell you if the same problem occurs on both computers, I can't check your system via chat, I can only guide you in a limited manner
You need to check the Event Logs and filter by Critical messages under System to be able to see the BSOD error - that's not something I can instruct you to do unless you already have a good idea of how to do it
Reinstall it for now, run the tool on the other computer that gave the BHDrvx64.sys error and see if it makes a difference, if it does you know Norton's causing a conflict with Windows
On the one you're on now - but as I mentioned you have to go to the question site from the computer:www.justanswer.comLogin with your email and password, click My Questions on the top right and send me a reply here from the computer
When you're on this question page, send me a reply from the computer and go off it from the iPad
You don't need to write the question again, you need to log into your account with your email, if you don't know your password, have a new one sent to your email with the password ***** option.Once you're logged in, click on My Questions on the top right
Do you see your question listed there?Click on it and it should bring you to this page where you can send me a reply from the computer
I'll send you the remote instructions now so we can begin
Click the orange Accept button, then From your computer click the following link:
https://ngmt.screenconnect.com/?Session=de2a9d36-f0a3-4e3d-acd0-07799e7420fbThen click Join your session -->And run (open) the program that gets downloaded Elsinore.ScreenConnect.ClientLet me know once you've done that or if you need additional steps.Martin
The total price for the remote support session is the above listed price, which is also refundable. It's the price for fixing one computer as the policy indicates but I'll fix both of them for you for this price.
I only receive a portion of what you pay and only if the problem is resolved but $94 is not steep for the amount of time it takes to acquire the knowledge an engineer like me has to know to become qualified (5 years studying full time).
Many companies charge a lot more with much less qualified technicians that experiment on your computer and fix it through trial and error, I've done this hundreds of times and will only modify what is necessary on your computer to get the problem solved
Well I've solved the problem for you on one computer and I've given you the information for you to fix it on the other, it feels a little unfair on my end to leave unpaid for the effort I put in for almost 2 hours
If you have any doubts or would like any additional information or assistance, please do not hesitate to let me know.And if you would like me to have my time recognized for the service I've provided so far feel free to click on one of the 5 stars above as it would be greatly appreciated.Remember you can continue replying to me until you've got all the information you need.Regards,Martin