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James K.
James K., Consultant
Category: Microsoft Office
Satisfied Customers: 6193
Experience:  Technical Director of IT Company
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When I try to open a word document, a message saying "click

Customer Question

When I try to open a word document, a message saying "click -to-run configuration failure " is displayed. it has an effect on my incoming emails and other programs as well
Submitted: 1 year ago.
Category: Microsoft Office
Expert:  James K. replied 1 year ago.
Hello

My name is James

Welcome to Just Answer

Can I remote onto your Machine and have a look at your problem

Remote means i can see your issue and fix this for you

Its fully Secure and Built into the Just Answer System and you can see what i am doing at all times

If you wish i can send you the details to connect

Cheers James
Customer: replied 1 year ago.

please do so cause I urgently need to use the machine

Expert:  James K. replied 1 year ago.
http://67.192.95.188:8040/?Session=203719d6-abb0-48ea-a5ab-331e90c385f2&SUPPORT=NET

Click the Link above then

1) Click Agree
2) Download and Run the Screenconnect.exe
3) Click Run/OK/Yes if asked
Expert:  James K. replied 1 year ago.
Let me know any problems connecting

Customer: replied 1 year ago.

where to must I connect

Customer: replied 1 year ago.

Could you please let me know whether you managed to fix the problem

Expert:  James K. replied 1 year ago.
To fix the problem i need to connect

for that to happen you need to do the below

http://67.192.95.188:8040/?Session=80a016f6-8582-4678-8ec0-96b29b6f3c46&SUPPORT=NET

Click the Link above then

1) Click Agree
2) Download and Run the Screenconnect.exe
3) Click Run/OK/Yes if asked
Customer: replied 1 year ago.

Dear XXXXX


 


I hope you're still online, cause the problem has not been fixed as yet. I just tried to open a word attachment in one of my emails, and it didn't open. Please communicate with me


 


Regards


Richard

Expert:  James K. replied 1 year ago.
Richard

I am here

I cant connect and fix the problem until you follow these 3 steps

http://67.192.95.188:8040/?Session=80a016f6-8582-4678-8ec0-96b29b6f3c46&SUPPORT=NET

Click the Link above then

1) Click Agree
2) Download and Run the Screenconnect.exe
3) Click Run/OK/Yes if asked
Customer: replied 1 year ago.


I did click and agreed, but have trouble in joining, so just go ahead and do what you have to do and let me know the outcome by email.


 


I've tried to open a word attachment in one of my emails without success.


 


 

Expert:  James K. replied 1 year ago.

Richard

 

I cant connect and fix the issue if you don't connect

 

Let me give you another way to connect

 

 

1) Go to http://Join.me
2) Click the orange Share / Start a meeting Button
3) Let the File Run
4) at the top of your screen you will see this

graphic

 

You then Reply to me with the nine numbers and i can connect

 

Customer: replied 1 year ago.

893 235 759

Customer: replied 1 year ago.


what do I do now


 


 

Customer: replied 1 year ago.

The cursor do not react to the command of the keypad. Can I go and take a bath in the meantime

 

 

Expert:  James K. replied 1 year ago.
I need you click to allow me control
Customer: replied 1 year ago.


The yes command don't react to the click

Expert:  James K. replied 1 year ago.
ok you need to look on the task bar and click them
Customer: replied 1 year ago.


Which task bar, your taskbar?

Expert:  James K. replied 1 year ago.
You keep decling control without i cant help you come back when your ready to try again
Customer: replied 1 year ago.

I am ready, I'll have my daughter at the controls who is more clued up then me

Expert:  James K. replied 1 year ago.
ok lets go again then

I cant connect and fix the issue if you don't connect

Let me give you another way to connect


1) Go to http://Join.me
2) Click the orange Share / Start a meeting Button
3) Let the File Run
4) at the top of your screen you will see this


View Full Image

You then Reply to me with the nine numbers and i can connect
Customer: replied 1 year ago.


733-141-055

Expert:  James K. replied 1 year ago.
Connected
Expert:  James K. replied 1 year ago.

Remote Fix

 

cheers James

James K., Consultant
Category: Microsoft Office
Satisfied Customers: 6193
Experience: Technical Director of IT Company
James K. and 5 other Microsoft Office Specialists are ready to help you
Customer: replied 1 year ago.


The program still says click-to-run configuration failure

Expert:  James K. replied 1 year ago.

Can you click the word Icon on the desktop Dose it open

Customer: replied 1 year ago.


Hi James. Word opens, but I don't receive m emails to some of my email addresses, the site I get my buy leads from has also been corrupted, the word documents still don't want to open.

Expert:  James K. replied 1 year ago.
Thanks

So this is an email problem you have now , Word opens OK ?
Customer: replied 1 year ago.

I think so yes. The word program opens but the documents still won't open. It still says click-to-run configuration failure.

Expert:  James K. replied 1 year ago.
Is this just with one doc ?


Do other docs open ?
Customer: replied 1 year ago.

It's the same with all the documents. Even excel won't open.

Expert:  James K. replied 1 year ago.
Ok i need to have another look

Let me know when your ready
Customer: replied 1 year ago.


I'm ready. What do you need me to do?

Expert:  James K. replied 1 year ago.
http://67.192.95.188:8040/?Session=8d889ca7-e177-417e-88ee-40a8108e9666&SUPPORT=NET
Click the Link above then

1) Click Agree
2) Download and Run the Screenconnect.exe Allow if asked by Norton
3) Click Run/OK/Yes if asked
Customer: replied 1 year ago.

I am currently on my cellphone. Is there a website where I can go to to get this link?

Expert:  James K. replied 1 year ago.
Go to http://www.justanswer.com

Log in With your Email and Password

If you have forgotten your password XXXXX the forgotten password XXXXX and enter your email address a new one will be emailed to you

Once logged in Click on My questions in the Top Right

Click your Question and that will open this page and i will send you a link to Connect

Cheers James
Customer: replied 1 year ago.

Is it fixed?

Expert:  James K. replied 1 year ago.
can you test now please
Customer: replied 1 year ago.

The word documents still don't want to open.

Expert:  James K. replied 1 year ago.
Thanks

The connection is too slow at moment to remote connect

when did this Problem Start ?
Customer: replied 1 year ago.

Last month. I don't know the precise date.

Expert:  James K. replied 1 year ago.
No problem

Ok to roll the system back to a time before you had this Issue please do the below

You will lose no personal data , Emails or Docs this only effects system files

Follow the 5 small steps below to restore

1)Click the start button the Round shaped Windows key bottom left

2)In the Search box type System restore press Enter

3)After a moment a box will pop up Click the Radio button Choose a different restore point > then Click next

On the next screen in the bottom left click radio button Show more restore Points then next

4)Highlight a restore point when you had no issues ,so before yesterday look at the date when you had no problems Click next

5)Then Click Finish and then Yes

The Machine will restart and restore

Customer: replied 1 year ago.


I've done this, but windows still don't want to open. I can't even open

 

windows files on my smart phone

 

 

Expert:  James K. replied 1 year ago.
Thanks

By windows you mean office ?
Customer: replied 1 year ago.

Yes. But why would Office corrupt also my email addresses and other programs that have no relationship with it?

Expert:  James K. replied 1 year ago.
I Dont think it has , do you have your Data backed to do a Windows Restore
Customer: replied 1 year ago.


Yes! My files are backed up up to yesterday

Expert:  James K. replied 1 year ago.
We can do a factory Restore , that would set the machine back to day 1 condition when you had it ?

would you like to do that
Customer: replied 1 year ago.


Not yet. I first want to save my backup to a cd. Will let you know when I'm ready

Expert:  James K. replied 1 year ago.
ok let me know
Customer: replied 1 year ago.


Will do so sir

Expert:  James K. replied 1 year ago.
no problem
Customer: replied 1 year ago.

You can start restoring sir

Expert:  James K. replied 1 year ago.
Thanks

You need to do the Restore

Please do this


Restart the Machine and as soon As it Powers on start tapping the F11 Button

This will open the HP recovery Manager

follow the On Screen prompts to do a Factory Restore

let me know any Issues

Customer: replied 1 year ago.

I've tried to restore the back up but it doesn't seem to work.

Expert:  James K. replied 1 year ago.
Thanks

What kind of back up is it what kind of File , did the Factory restore complete ok ?
Customer: replied 1 year ago.


The factory restore completed yes. I backed it up on the hard drive so I don't it's still there. Apparently it's backed up on Norton too but Norton has also been backed up.

Expert:  James K. replied 1 year ago.
You backed up on External harddrive?
Customer: replied 1 year ago.


No. I don't have an external hard drive.

Expert:  James K. replied 1 year ago.
Ok so where did you back the Data up to :) ?
Customer: replied 1 year ago.

On drive D on the laptop.

Expert:  James K. replied 1 year ago.
Thanks

And the Data is no longer on the D:/ you said also you have a Norton Backup
Customer: replied 1 year ago.


Yes it was all on the laptop. The data is still there but it won't restore.

Expert:  James K. replied 1 year ago.
Thanks Perfect when you say Wont Restore what happens >
Customer: replied 1 year ago.


I followed the instructions you gave me and it just doesn't want to restore the information that I've backed up.

Expert:  James K. replied 1 year ago.
Thanks

The restore has worked, When you try and restore you data are you just trying to drag and drop the data , I need to undertstand when you say Wont Restore , what happens what your doing m, any errors , also I am logging off now. i will be back in a Few hours
Customer: replied 1 year ago.

I can only come back tomorrow.

Expert:  James K. replied 1 year ago.
Sure ill be online
Customer: replied 1 year ago.

Ok then have a good day further.

Expert:  James K. replied 1 year ago.
ok
Customer: replied 1 year ago.

Hi James. I'm here.

Expert:  James K. replied 1 year ago.
Hello

I am online let me know when you ready
Customer: replied 1 year ago.


Hi James, Our internet access is extremely slow at present. Do you want to come on line now or wait till the speed increases.

Expert:  James K. replied 1 year ago.
wait until it faster please
Customer: replied 1 year ago.

ok! I'll let you know

Expert:  James K. replied 1 year ago.
ok
Customer: replied 1 year ago.


Right I'm ready now

Expert:  James K. replied 1 year ago.
http://67.192.95.188:8040/?Session=20144e38-cc55-47ea-b413-6f22a354c875&SUPPORT=NET

Click the Link above then

1) Click Agree
2) Download and Run the Screenconnect.exe
3) Click Run/OK/Yes if asked
Customer: replied 1 year ago.

This link take a long time to load and run. It is still busy

Expert:  James K. replied 1 year ago.
connected
Expert:  James K. replied 1 year ago.
The files have been restored
Customer: replied 1 year ago.

I can't see that it has been restored. Shouldn't they be in their original places?

Expert:  James K. replied 1 year ago.
Make a folder on the desktop

Call it restore

Run the restore and when it Asks where you would like to restore the Files to choose that Folder

then everything you backed up will be restored to that folder

C
Customer: replied 1 year ago.

The laptop is restarting at the moment and installing updates.

Expert:  James K. replied 1 year ago.

Ok after then follow the above

Customer: replied 1 year ago.
Ok I've done that. It seems to have worked
Expert:  James K. replied 1 year ago.
Not a problem

Please Rate My Service with the smiley Faces and Submit

you can move the data anywhere you wish now

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