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Hello. I recently purchased a Gateway laptop from an online…

Customer Question
Hello. I recently purchased...
Hello. I recently purchased a Gateway laptop from an online shopping network. I removed Norton (which came with the system) and with my ISP (Suddenlink.net) have tried to install McAfee. Each time after Ihit "run" a funny-looking screen comes up -- nothing but squiggly lines (like an ugly wallpaper). I Have tried this twice now with the same results. The support tech at Suddenlink had no idea what was going on so I am coming to you for help -- did I buy a lemon? Should I return it?

Very much appreciate any feedback you can provide. I can be reached at XXX-XXX-XXXX or [email protected]

Thank you most sincerely,

Mary Neal
Submitted: 8 years ago.Category: Networking
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Answered in 2 minutes by:
6/25/2010
Network Technician: Joseph, Software Engineer replied 8 years ago
Joseph
Joseph, Software Engineer
Category: Networking
Satisfied Customers: 1,054
Experience: More than 3 years of experience as a Software engineer.
Verified
Is anything written on the "funny looking screen"?
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Customer reply replied 8 years ago
No -- nothing -- no icons, curser, etc.,etc. Nothing
Network Technician: Joseph, Software Engineer replied 8 years ago

Use the below tool for scaning your computer.

 

http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html

 

After the scan remove norton completely

 

http://service1.symantec.com/support/tsgeninfo.nsf/docid/2005033108162039

 

or

  1. Go to Start --> Control Panel --> Add/Remove Programs.
  2. Scroll down to your Norton program
  3. Click Change --> Remove All.
    You will be asked to restart your PC. Do so.
  4. Now go to Start --> My Computer --> Program Files. Right click on each Symantec folder and select Delete.
  5. While you are in Program Files go to the Common Files folder at or near the top of the Program Files window. Delete every Symantec folder there. And, again, restart your PC.
  6. Go to Start --> Search --> All Files and Folders --> More Advanced Options. Check each option except for "Case sensitive"
    Now type in Norton and delete each Norton folder from the search results (Again, right click, choose "Delete"). One more time, restart your PC.
  7. Repeat step 5 except type Symantec in the "Search" box.
Now try installing McAfee.




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Customer reply replied 8 years ago
I have already done all that. Now, when I turn on the laptop I get a message "your computer was unable to start. Startup repair is checking your system for problems" and asking me "do you want to restore your compute using system restore?" Should I hit "restore" or "cancel"?
Network Technician: Joseph, Software Engineer replied 8 years ago
Click cancel.

Open the Start Menu.

Click on All Programs, right click on the Startup folder, and click on Open or Explore. (See screenshot below)

Startup Programs - Change-start_menu_startup_folder.jpg

Right click on the shortcut in the Startup folder and click on Delete. (See screenshot above)

delete all items

Close the Startup folder when done.

Restart the computer and see whether the same issue appears or not.


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Customer reply replied 8 years ago
System will not let me do anything until I click either "restore" or "cancel" -- what should I do?
Network Technician: Joseph, Software Engineer replied 8 years ago
Ok click the restore and if it propts you to select a date to which the system to be restored, select the nearest day.
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Customer reply replied 8 years ago
I clicked "restore" and a green bar ran across the screen a couple of times and the laptop then shut itself down. Now what? Should I power it back up?
Network Technician: Joseph, Software Engineer replied 8 years ago
Yes power it up.
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Customer reply replied 8 years ago

Sorry it took so long, but it will not start until I plugged it into an outlet. Now the message is "computer was unable to start -- Startup repair is checking your system for problems. "If problems are found Startup Repair will fix them automatically. Your computer might restart several ties during this process. This might take several minutes." In the interim the "attempting Again, I clicked the "restore" button so let's see what happens this time. So now we wait, huh? As soon as I know more I willl get back to you! Thanks for your patience!

 

UPDATE: Hopefully we're making progress. The system just asked me to log in so where do I go from here -- back to McAfee via my ISP (Suddenlink)?

 

Thanks, Mary

Network Technician: Joseph, Software Engineer replied 8 years ago
If you have McAfee installation file you can do it by yourself.

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Customer reply replied 8 years ago
Let's see what happens -- this is where I got stuck with the funnny wallpaper before so here I go -- wish me luck! I will be back soon!
Network Technician: Joseph, Software Engineer replied 8 years ago
Ok.
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Customer reply replied 8 years ago

I got a brief message -- something about a problem encountered before it went away. Now the system is re-starting itself ... ? Message is "windows has recovered from an unexpected shutdown. I will check for "solution"?

Network Technician: Joseph, Software Engineer replied 8 years ago
Restart the computer and keep taping F8 and get into safe mode.

Restore the syetem to another old date and restart.
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Customer reply replied 8 years ago

Okay -- i tapped F8 many times and reset the date of 06/24 and have booted up -- what next -- shall I try and install McAfee again?

Network Technician: Joseph, Software Engineer replied 8 years ago
Yes.
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Customer reply replied 8 years ago
"A problem has been detected and windows has shut down" -- was all I got before the message disappeared ... I'm really getting frustrated! And now the system is rebooting on its own. Message is back saying windows has recovered from an unexpected shutdown and can check online for a solution to the problem. I will click on check for solution, but I am just about at my wits end for the day!
Network Technician: Joseph, Software Engineer replied 8 years ago
This issue mainly happens when the hard drive is corrupted.

Try reinstalling the Windows 7 first if that is also failing you will have to contact a computer repairer to back all the data in your hard disk and replace the old hard disk with a new one.
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Customer reply replied 8 years ago

I regret you, and no one else I have talked with, have been of any assistance to my problem. Effectively immediately I am cancelling this contract with the understanding that I owe you a balance of $38.

 

Thank you

 

Mary Neal

Network Technician: Joseph, Software Engineer replied 8 years ago
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