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I cannot get turbo tax to load on my computer I am using windows

xp...
I cannot get turbo tax to load on my computer I am using windows xp
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Answered in 2 minutes by:
3/28/2010
Dustin
Dustin, Computer Support Specialist
Category: Computer
Satisfied Customers: 13,544
Experience: I speak PC fluently, so you dont have to! Worked in The US Army as A Network Switching Systems Operator/Controller
Verified
Hello, and welcome to Just Answer..

My name is XXXXX XXXXX I am one of the experts who will be assisting you!

Ive installed turbotax several times, Im sure we can get this fixed...

When you try to install turbotax..

are you installing it from a disk?

or

from a download?

and

what happens when you try to install.. do you get an error message?

if so..

what is the complete error message?
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Customer reply replied 7 years ago
I am using a disk I get no error messages - it acts like wants install and gets part way thru and then it just stops
Ok.. lets try a different method to install , and if this doesnt work, i will stick with you and work around the issue till its fixed!

You may want to press control D , and save this page, so you can come back to it later and not have to start a new question.. which will charge you a new security deposit!

try this.. insert the disk into the cd drive, but dont run it.. if the window pops up to run, just exit it..

go to your desktop background,, right click an empty space,, click new, then click folder..

name the folder turbotax..

now, click on start, then my computer..

inside my computer you will see your hard drive, and your cd drive..

right click your cd driver, then click explore..

Now copy and paste the entire contents of the cd to the new folder on your desktop ( the one we named turbotax)

once that is done, shut the computer down..

start it, press f8 to enter safe mode with networking..

when in safe mode.. keep all programs closed..

remove the turbotax cd from the drive, we wont need it for the next steps.

go to the new turbotax folder, and open it..

find the setup.exe file or the installer, and click it to start the install process..

will it install this way?

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Customer reply replied 7 years ago

I am lost at the setup.exe file - sorry but I'm good with computers

Ok...
not a problem, thats what your paying me for ..

lets walk through it together..

do you have the whole cd copied to the new folder on yoru dekstop? or do you need assistance with that step to?
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Customer reply replied 7 years ago

I have it copied to the desk top - it open will open but thats when I'm lost

Ok.. when you open it, what does it have listed for files and folders..

the easiest way to show me would be to do a screenshot of each page..

then i can tell you exactly what to click on..

to take a screen shot, have the folder open and on the screen and then press the printscreen button..

It may be labeled as PrtSc and it should be above or near the backspace key..

press and hold it for a second..

and then open microsoft paint..

then inside paint, press control and V

it should show the screen shot now..

then, click file, and save the file.. remember the name and location..

then go to

www.mediafire.com and upload the file there..

then when its uploaded, click the link to share.. then copy and paste the share link to me..

then i will be able to see what your seeing, and that will help greatly..

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Customer reply replied 7 years ago

I'm sorry but i lost your last messsge and i don't know where to find microsoft paint maybe i don't have the cd copied to the turbotax file - to open the turbo tax folder i left click the mouse - i must tell you my mouse is set up for a left handed person

Aha..

lol.. that would make all my instructions wrong.. Im not familiar with left handed mouses..

so is it the right mouse button that you double click to run programs or select objects?

and then is it the left mouse button that brings uop the options menu?
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Customer reply replied 7 years ago
the right button brings up programs and left option menus
ok.. thank you.. ill write my instructions again.. ( this time for left handed mouses!)

lets see where we are at..

we need to create the new folder on the desktop, have you done that yet?

if not,

left click on an empty space on your desktop backgournd, then right click new, then right click folder, name it turbotaxtest.
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Customer reply replied 7 years ago
i have the folder turbotaxtest - looks good
excellent..

next step..

insert the cd in the drive.. dont run it..

go to start, my computer..

now locate your cd drive, left click it, you will see an options list..

right click on explore.. this should show you all the files on the cd..

use the mouse to highlight all of then, then left click on one of them ( it will do this action for all highlighted items)

left click, and then right click on copy..

then go to the turbo tax folder,, double click it to open it ( it should be empty)

and press control and v at the same time on your keyboard..

it should copy all files from the disk to this folder..

let me know when this step is done, or if you run into issues in doing so!
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Customer reply replied 7 years ago
when i get to the d drive it already says turbo tax
The d drive.. i assume that is you cd drive yes?

that is the one.. the drive will say turbotax because the cd is turbotax..

installing from the cd failed.. the method im having you carry out should work where the cd failed..

so on the d drive where it says turbo tax we need to do the explore, copy paste method..

please do the following.. on the drive that says turbotax

left click it, you will see an options list..

right click on explore.. this should show you all the files on the cd..

use the mouse to highlight all of then, then left click on one of them ( it will do this action for all highlighted items)

left click, and then right click on copy..

then go to the turbo tax folder,, double click it to open it ( it should be empty)

and press control and v at the same time on your keyboard..

it should copy all files from the disk to this folder..

let me know when this step is done, or if you run into issues in doing so!



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Customer reply replied 7 years ago
after i rit click on explore it takes me to this screen - prequisites autorun - turbotax set up - folder turbotax 2009 - gdiplus.dll
are they listed top to bottom, all in the same window?
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Customer reply replied 7 years ago
all on the same screen
excellent..

please highlight all items , then left click on one of them, then right click copy,

then go to the desktop where you just created the new turbotax folder..

open the folder, and then inside the folder, press control, and then V

did it add all the files from the disk to the folder?
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Customer reply replied 7 years ago
i sorry there are no cd files to hi lite - after i do the explore it brings me to a window that has these items on it prequisite - autorun - turbo setup - folder turbo tax 2009 - gdiplus.dll -
autorun - turbo setup - folder turbo tax 2009 - gdiplus.dll -

are all of those folders, except for the

gdipluss.dll?
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Customer reply replied 7 years ago
no - prequisites is a folder - auto run (set up information with cog wheel) - turbo tax set up - (turbortax 2009 installer) - turbor tax 2009 is a folder - gdiplus.dtll ( has a picture with 2 cog wheels) is it possible that i may just have a bad disk?? or do i not know what i am doing?????
No.. you dont have a bad disk.. thats the way its supposed to look..

You know how when your using word, or some other typing program, you can use your mouse, and highlight a bunch of text?

i want you to use your mouse the same way and highlight all those folders and symbols. on that cd..

prequisite - autorun - turbo setup - folder turbo tax 2009 - gdiplus.dll -

everything in that list, once you have it highlighted

keep it highlighted and press on your keyboard ,

control ( ctrl) and hold it down, then press C

then go to the new folder we created, double click it to open it.. ( it should be empty, )

and inside the folder, put you mouse pointer in the empty area. then press and hold control, and then press V

tell me what happens!

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Customer reply replied 7 years ago

all of these folders moved to disk c which is the hard drive

ok. .. were you not able to perform any of the steps i listed?

such as.. did you open the new folder we created on the desktop labeled turbotax,

then did you do the control V inside the folder>?
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Customer reply replied 7 years ago
yes i did that
Ok.. so now if you open and close the new folder.. do the files and things we copied appear in there when you reopen just the turbotax folder on the desktop we made?

if so, i want you to shut down the computer, now start it, when it first comes on, start pressing f8 repeatedly till you see the advanced options screen, choose safe mode with networking..

then when you are back up in safe mode.. open the new turbotax folder on your desktop..

then double right click on this inside the folder..

turbo tax set up

tell me what happens..

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Customer reply replied 7 years ago
the set up takes me to the install and then turbo tax does not install
Does it give an error code?

does it say anything..if it does, tell me word for word the exact messages.
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Customer reply replied 7 years ago

it does not give any error codes or messages the screen just goes blank - it is 12:30 my time and i'm going to have to give up to night i have to get early for work thanks for your help

 

Ok i understand..


Iknow whats causing the issue then, since we took the cd out of the loop and we are installing straight from the computer alone..

please save the link below..

http://www.justanswer.com/questions/3baof-i-cannot-get-turbo-tax-to-load-on-my-computer-i-am-using-windows

that way when you have time.. you can come back to this same question.. and we can pick up where we left off..

Good night, and i look forward to finishing helping you resolve this issue.

( shouldnt take more then 15 to 30 minutes next session)



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Customer reply replied 7 years ago

I'm back online and ready to finish installing turbo tax -

Customer reply replied 7 years ago

do you need anymore information???

Customer reply replied 7 years ago
please let me know what time you will be back online - i should be back on line 6:00pm eastern time March 30th
6pm eastern?

Ill be online at that point..

I had to sign off early yesterday and take care of things off line..

Today though ( the 30th) i will be working late night.. So that time works for me..

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Customer reply replied 7 years ago

hi

I am know online ready to go

Customer reply replied 7 years ago

hi

 

I really don't won't to work with anyone but you -

Ok.. im back.. was away from keyboard for a while..

where were we...

Ok.. got it..

please go to the link below.

http://www.microsoft.com/downloads/details.aspx?FamilyId=5A58B56F-60B6-4412-95B9-54D056D6F9F4&displaylang=en

on that page.. you will see a download button.. I need youto download the program off that page.. and then when it finishes downloading, Install it..

You have to double click on the downloaded file to get it to install, make sure it goes all the way through and then says finished..

Let me know when this is done!
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Customer reply replied 7 years ago
on the download page it says to install silverlight is that what you are talking about
No, that is not the one im talking about..

to simplify the process, i have downloaded, and then uploaded the file to a site so there is no discrepancy..

please download and install the file from the link below.

http://www.mediafire.com/?tn2d5izkxlm

let me know how this goes!
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Customer reply replied 7 years ago
OK i did that and tried to install the turbotax and it still did not install
Ok.. you did download the file yes?>

and then once downloaded, you did click the file, and then run it till it says finished ?

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Customer reply replied 7 years ago
yes i did then i put turbtax in the disk drive and tried to install it - it still only went part way thru and never finished
Customer reply replied 7 years ago
did i loose you
I thought i lost you.. my email service lately is very unstable.. I just seen these two messages..

Ok..

I dont want you to try and install from the cd.. i still want you to try and install from the folder we created on your desktop..

Please remove the cd.. Then..

Install from the setup file in the folder.. any change?

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Customer reply replied 7 years ago
ok i tried to install from the folder -goes thru license screen - how do i get update- where do want to install - install -then it takes me back to where the setup install is
Ok..

That seems like progress.. but i need you to elaborate each step you took.. when you say you seen the license screen...

Did it ask for your product key at that time'?

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Customer reply replied 7 years ago
no it ask if i agree to the license i hit agree - then it went to how do you get updates and i hit next - where do you want to install and i hit next -install and i hit install and then it takes me back to the setup install in the folder
on the second screen, which you said was how do you get updates.. what are all the choices on that screen??

Lets run through it again.. when you get a screen respond to me. and let me know what you see..

we shouldnt have to setup updates first. we should just be able to install.. It wasnt asking you any of this before though so we now have the program ready to install, just have to choose the right screens..
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Customer reply replied 7 years ago
how do you want updates - automatic download updates - ask me first - dont have internet connection - cancel - back -next
click dont have internet connection, then click next..

what the next screen you get?
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Customer reply replied 7 years ago
free updates cd - XXX-XXX-XXXX - you can using turbo tax now. just start install the updates before filing return - cancel - back- next
ok.. click next..

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Customer reply replied 7 years ago
where do want to install - the default location for turbotax is in your computer's program files folders - c:\programfiles\turbotax\deluxe2009 - change location - cancel - back - next
leave the location the same, click next..
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Customer reply replied 7 years ago
what you have chosen - i don't have internet connections - turbotax location - c:\programfiles\turbotax\deluxe2009 - cancel - back - install
Install

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Customer reply replied 7 years ago
program is installing about 25% finished and i get an - error create firewall rule(s) then a red x by failed to create instance from the given xmlstring: at intuit.spc.map/core.exception handling.maparchitecture exception.wrap non map excepton(string message, exception innerexception, type desired type) - there are more of these down the page then - ok
lets disable your firewalls..

first windows firewall..


  1. Click Start, click Run, type Firewall.cpl, and then click OK.
  2. On the General tab, click Off.. then apply.
Now, do you have any other antivirus software.. mcaffe. norton, etc etc..
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Customer reply replied 7 years ago
the firewalls are off i have a security system called vire
vire?

do you mean vipre?

right click on the icon in the toolbar at the bootom right..

Im not 100 percent on vipre, so i may need you to tell me what options it gives when you right click.. we need to get it disabled so it will allow you to install turbotx.. its blocking the install..
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Customer reply replied 7 years ago
scan status - active protection-enable- email protection -enable - updates- subscription
click on active protection, does it have an option for disable?
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Customer reply replied 7 years ago
yes my mistake should i disable it?
yes please..

It may give you a warning, saying its unsafe to disable, thats ok..

Once disabled, try the install of turbotax again..
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Customer reply replied 7 years ago
what should with the screen that has error create firewall rule(s) ?? click ok ??
sure.. click ok..

it will probably cancel the install..

Then we will need to install again as i suggested before..
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Customer reply replied 7 years ago
screens now says installed - at the bottom of the screen it says - launch turbotax now
Excellent..

Launch turbot tax,, and see if the program will run.. If it does.. Then are task is complete..

Let me know if it runs or not!
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Customer reply replied 7 years ago

it is not running

You did click launch turbotax?

Ok, try this , restart the computer..

Now click on start, all programs, and look for either intuit in the list, or look for turbotax..

is either one there?

Or, is there a shortcut on your desktop for turbotax?
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Customer reply replied 7 years ago
i launched turbotax - i restarted the computer- turbotax is in the programs - on the desktop we have the turbotax test
Lets go to turbotax in the programs..

click on the link in all programs for turbotax will it start now?
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Customer reply replied 7 years ago
turbo tax screen flashes and then goes away
Ok.. on that same turbot tax icon you clicked on when the screen flashed and went away..

Please try and right click it, tell me the options you get..

the option i want is run as administrator..

Try that one, will it open that way?
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Customer reply replied 7 years ago
right click gets - open - pin to start menu - sent to - cut - copy - create short cut - delete rename - sort by name - properties
are you right clicking on the link to launch turbotax in your start, all programs list?
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Customer reply replied 7 years ago
yes but i just accidently deleted it from all programs - but there is a short cut on desk top - tried that one and get the same flash
Customer reply replied 7 years ago
did i loose you again
ok, right click that shortcut on the desktop, then click run as admin..

let me know if it still flashes..

if it does... then go to ..

start, control panel, add remove programs, then find the entry for turbotax.. click on it once, then click change or repair.. we dont want to uninstall it.. just try to repair it in place with the install wizard..
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Customer reply replied 7 years ago

i got the error creat firewall rule - i did not turn it on again - it is still off

Are we in safe mode with networking?

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Customer reply replied 7 years ago
i did not go to safe networking when i shut the computer off - should have done that??
please try to do so.. it may change our success rate..

ill stand by!!
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Customer reply replied 7 years ago
this still did not work - however i need quit for the night - i think were close - will you be on line around 6pm tomorrow?
Customer reply replied 7 years ago
did i loose you
I will be on around 6pm tommorow.. Id like to finish this up before the end of the month, so it goes on my monthly stats..

And i agree, we should be close..

Talk to you tommorow
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Customer reply replied 7 years ago

hi

 

it's been a great with computers today - so i'm ready fininsh this project up - i am now online

Customer reply replied 7 years ago

hi

 

it's been a great with computers today - so i'm ready fininsh this project up - i am now online did you loose me again

Im here.. Just Logged in..

Ok..

where were we....
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Customer reply replied 7 years ago
we have turbo tax loaded and there was a problem with the firewalls when it was loading and then again when when changed it - all security systems are off including the firewall
OK.. and when we try to run turbotax, it still gives us that firewall message right?

ok. lets repair net framework,, its something that turbotax uses to run with..

click start, control panel, add /remove a program..

then find netframework in the list.. there should be several, the list should look similar to the pictures below. for each and every instance of net framework, click on them, click change remove, then at the next screen click repair.. Do this for each..

  1. click the Change/Remove button.

    repair-dotnet-2

  2. On the Maintenance Mode screen, select Repair, and the follow the on-screen instructions.

    repair-dotnet

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Customer reply replied 7 years ago

that process is complete know what

Ok, try to start turbotax.. does it do more then flash..

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Customer reply replied 7 years ago
no is it possible that i need to shut done and restart the computer
may help..

oh before you do.. did you repair each of the netframeworks in your list?

One more time, could you go back, and tell me what versions of netframework you have.. you could be missing one..

i just need the number portion.. like 1.5 2.0 or 3.0 etc




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Customer reply replied 7 years ago
2.0 service pack 2 - 3.0 service pack 2 - 3.5 sp1
ok, thank you,, just wanted to make sure we had the right ones..

Now you can restart, please go to safe mode by pressing f8 when you restart, safe mode with networking..

Then try to start turbotax.. does it do more then flash now?
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Customer reply replied 7 years ago
no
ok..

did you try to start turbotax?

if so..

i want you to press control shift escape..

what do you see under applications..

then clikc on proccesses.. do you see turbotax in the list??
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Customer reply replied 7 years ago
i did try to start turbo tax still just a flash - one what screen do you want me to do ctl shift esc
close or minimize this screen.. then press control shift and escape at the same time..

that will start the task manager.. what is running under applications..?

also,, click the tab on that window for processes. is turbotax.exe running there?
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Customer reply replied 7 years ago
i did that and nothing happens
ok. lets try this.. click start, click run

type in taskmgr

then press enter.. this is the screen i need you to tell me the info about applications, and if turbotaz is listed in the processes..
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Customer reply replied 7 years ago
were battting a 1000 that does not work either
what exactly happens when you type in taskmanager and press enter..?



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Customer reply replied 7 years ago
i get - windows cannot find taskmanager - to search for file click start and then select search
im sorry, try this again. dont type in taskmanager..
'
type this in exactly as it appears..

taskmgr

then press enter.. does it do anything?
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Customer reply replied 7 years ago
it just goes away
hmm..

can you open any programs at all besides internet explorer?

i need you to try this please..

download this file..

http://www.mediafire.com/?t4ocjxczetg

download it, save it to desktop.. once on your desktop..

right click it, then click merge.. then restart the computer..

Then try to access the task manager again..



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Customer reply replied 7 years ago
is this supposed to cost me money
the download i sent you is not supposed to cost money.. it is free..

My service however is priceless, although i do accept payment!

( sorry for the joke)

did it ask you to buy something? i dont want you to buy anything, i just want you to click the link that says

click where it says click here to download file..

download it, save it, then right click it and click on merge..
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Customer reply replied 7 years ago
good joke but i think i must owe about $500.00 by know --- that went fine and did the merge and the next screen says run or cancel
wait... you downloaded the file..

right click it, choose merge.. and the very next screen was run or cancel??
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Customer reply replied 7 years ago

yes - says the publisher could not be verified are you sure you want to run this software

-- the screen before the my documents - my music - my pictures- xp_exe_fx - save - cancel

ok..

you saved it.. go ahead and run it. that is the correct file..

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Customer reply replied 7 years ago
ok what next
now try and start the turbotax program again..

will it start?

if not, try to start the windows task manager again..

click start, click run..

then type in taskmgr then press enter..

does either method work..
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Customer reply replied 7 years ago
no no and no
Ok, try this..

click start, run, then copy and paste

taskmgr.exe

and press enter....

does it bring up the task manager..
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Customer reply replied 7 years ago

it still does not come up

It seems that you may have a possible virus on your system..

I need you to run a scan and make sure that you dont have one..

please go to this link..

http://www.mediafire.com/?mndunyiwm1

download the file, install it, then run it.. the program is called malwarebytes..

once you have it on the screen and running, have it do a quickscan..

Let me know if it finds any infected objects, and if so, copy and paste the text of the log to me..

then before closing the program, have it remove what it finds..

Please dont forget the log..
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Customer reply replied 7 years ago
i'm having a blonde moment - when i bring up medafire - upload to media fire - is that what you want - don't see any downloads
Nope.. dont want you to upload to mediafire..

maybe i sent the wrong link..

lets try this one..

http://www.mediafire.com/?mndunyiwm15

on teh screen that comes up.. on the mid lower right.. you will see text in a box that says

click here to start download, click on the text itself

its should start a file download, make sure to click save..

let me know when its finished downloading, and also the name of the file that it calls itself
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Customer reply replied 7 years ago
i am at a screen that says down load complete - run - open folder- close
ok, click on run.. it should start the install process..

let me know once it is installed.
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Customer reply replied 7 years ago

it is installed

 

ok, please run it now.. perform a quick scan..

tell me if it finds any infected objects..

then it will give you a log orf what it is about to remove, please copy and paste the log to me.. then before closing it, have it remove whatever it finds..

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Customer reply replied 7 years ago
do you know your stuff or what there are 708 viruses do you want them all copied
yes please..

that explains a lot!!

i should have recognized this earlier.. my apologies forthe delay..

the log that it shows you, use your mouse to hightlight all the text , then copy and paste it here as a message..

then once thats done, tell malwarebytes to remove what it found..
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Customer reply replied 7 years ago
this will not let me copy and past to this screen - any ideas
Ok, just have it remove the files then..

let me know when it has finished so we can continue,,
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Customer reply replied 7 years ago
messages are all gone and computer shut done and restarted - should i put my security system back on
not yet..

lets try to start turbotax first..

will it start or does it flash?
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Customer reply replied 7 years ago
we have succeed it works are you great or what
Ok, lets not get ahead of ourselves yet..

lets exit turbotax.. start your security again, and then try to start turbotax..

we want it to be able to run under your security as well..

( hopefully, it will just work, and we wont have to do a thing!)

let me know if were that lucky!!
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If it does work, please dont forget to come back and click accept,, it is the only way i get credited for assisting you!

Im glad that we were able to solve this issue...

Thank you for sticking with me on this one..
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Customer reply replied 7 years ago
i don't know if you have signed off but i put viper on and nothing would on my computer i will wait about 15 minutes and if know answer i will log off for the night
when you put viper n what happened exactly?>

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Customer reply replied 7 years ago
ran a scann and there were 3 viruses and cleaned them up - went turbotax to see it would run - of course not - shut the computer down and when it started back up i could not get my email to open - it forever for the computer just to the main screen
Hmm...

it seems to me like viper is causing your computer issues..

Shut viper off again, and then see if the computer runs better. with viper off, turbotax ran, and you could open mail..

we may need to remove viper, and install a lighter and less troublesome, free antivirus..

I use avg free, have never paid a dime, and cant complain, Its not super strong, but Ive been around enough to know that no antivirus can truly protect you. ( think of the 700 viruses we found on that first scan, vipre let them through!!)

i would say your best bet is to uninstall vipre, and then reinstall the program i use.

http://free.avg.com/us-en/homepage

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Customer reply replied 7 years ago
when i go to uninstall viper it will only gives me the option to change
go to start, control panel...

add or remove programs.. and the find vipre... ( it may be labeled as sunbelt ) then click it and click change. then it should bring up another screen, with the choice to remove.

Once it is removed, you will need to restart the computer..
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Customer reply replied 7 years ago
when in the security screen what do i want to download is the avg license for free??
My apologies for the delay.. did you remove vipre first.. if you did so.. then what you want to click on is...

please click on the link below, the correct download will start automatically.. AVG does have a free license.. they do have upgraded versions, but i dont find tehm to be neccesary. i use the free version and im just fine..

http://dw.com.com/redir?edId=3&siteId=4&oId=3000-2239_4-10320142&ontId=2239_4& spi=c19935cb02d50d9e8c65c063fd1f0321&lop=link&tag=tdw_dltext&ltype=dl_dlnow&pid=11119511&mfgId=10044820&merId=10044820&pguid=FwT7GQoPjAMAACEGSpMAAABR&destUrl=http%3A%2F%2Fdownload.cnet.com%2F3001-2239_4-10320142.html%3Fspi%3Dc19935cb02d50d9e8c65c063fd1f0321%26part%3Ddl-10044820
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Customer reply replied 7 years ago

i did unistall viper - when i click on the above it does not do anything

Customer reply replied 7 years ago
however i do have an antivirus installed and turbo tax is working just fine - I want you to know that it was great working with a great committed customer service rep - I don't what they pay you but its not enough THANKS for all your help!!!
Thank you as well..

Im glad that we were able to resolve this.. I dont get paid anything though unless you click accept..

If youd like, you could leave some positive feedback as that is job security..
Dustin
Dustin, Computer Support Specialist
Category: Computer
Satisfied Customers: 13,544
Experience: I speak PC fluently, so you dont have to! Worked in The US Army as A Network Switching Systems Operator/Controller
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wow..

thank you very much for your generosity.

In the future, if you need help with anything else.. you can contact me directly through this link..

http://www.justanswer.com/profile.aspx?PF=19897260&FID=6

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Dustin
Dustin, Computer Support Specialist
Category: Computer
Satisfied Customers: 13,544
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Experience: I speak PC fluently, so you dont have to! Worked in The US Army as A Network Switching Systems Operator/Controller

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