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Have a Dell computer, Windows 7. Can't open my files. When I

Customer Question

Have a Dell computer, Windows 7. Can't open my files. When I create an invoice for example. I'm asked to save it be fore I can print it. The system safes it , but won't let me open it. Can you help?
JA: What's the make/model of your device? How old is it?
Customer: Don't know.. It's a DELL, 3 years old. bought it used. If I shut it down, and start it back up , the computer will tell me the model.
JA: How long has this been going on? What troubleshooting have you tried?
Customer: Since I got it about two weeks ago. I was given a USB with all of my stuff from my old computer that I plug into this computer which is my E Drive.
JA: Anything else you want the electronics expert to know before I connect you?
Customer: No.
Submitted: 5 months ago.
Category: Consumer Electronics
Expert:  Jason Jones replied 5 months ago.

Hello,
I am the person that will be helping you today.

You have described a very confusing issue. I have found that the more confusing a computer issue is, the more difficult it is to resolve. May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Please, send your reply below in the box. After you type your message, click the Send button.

Thank you,
Jason

Expert:  Jason Jones replied 5 months ago.

Hello again,

You may send your response to my questions below and click the Send button to send the response.

With which application are you having problems?

- Jason

Customer: replied 5 months ago.
Didn't get a answer to my question. You took $24 dollars from me, and now you want another $40. No thanks!
Expert:  Jason Jones replied 5 months ago.

You can ignore the offer for remote assistance, if you wish. Before I can help, you need to give me the information that I ask for. Please, tell me which program you are having this problem with.

Customer: replied 5 months ago.
Windows 7
Expert:  Jason Jones replied 5 months ago.

So you are having problems with every single application on the computer? The problem is not just with Invoices? Please, give me more information.

Customer: replied 5 months ago.
I can't open my files.
Expert:  Jason Jones replied 5 months ago.

Which files can you not open?

Expert:  Jason Jones replied 5 months ago.

You cannot open any file at all on your computer?

Customer: replied 5 months ago.
My documents
Expert:  Jason Jones replied 5 months ago.

Which types of files are you not able to open? TYPES: Word, Excel, Photos, etc.

What happens when you attempt to open the files?

Customer: replied 5 months ago.
Word
Expert:  Jason Jones replied 5 months ago.

Okay, so the only problem is that you cannot open Word documents. What happens when you attempt to open the files?

Customer: replied 5 months ago.
When I hit Open, It flashes like it's opening somewhere else.
Expert:  Jason Jones replied 5 months ago.

Instead, do the following:
- Right click the file, choose "Open With", and choose "Microsoft Word".

When you do that, does it open correctly?

Customer: replied 5 months ago.
Problem, doesn't look like I have Microsoft Word.
Expert:  Jason Jones replied 5 months ago.

The problem is that you don't have Microsoft Word? That is definitely a problem. When were you last able to open Word documents?

Customer: replied 5 months ago.
On my other computer.
Expert:  Jason Jones replied 5 months ago.

I am asking you to tell when is the last time that you were able to open Word documents on the problem computer. If your answer is never, then you will need to install Word on the computer.

Expert:  Jason Jones replied 5 months ago.

Hello,

Are you still with me?

- Jason

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