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Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 16648
Experience:  Over 10 years of professional experience.
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My putter running so slow

Customer Question

my putter running so slow
Submitted: 2 years ago.
Category: Computer
Expert:  Dan replied 2 years ago.

Hello and thank you for your question. I would look forward to assisting you with your issue today. I will need a little more information please. What version of Windows are you using, how old is your computer, and is this a laptop or desktop?

Customer: replied 2 years ago.
windowsxp not sure dont know desktop
Customer: replied 2 years ago.
if you can call me
Customer: replied 2 years ago.
will you call me
Expert:  Dan replied 2 years ago.

My apologies, but I am not yet setup for phone calls.

Expert:  Dan replied 2 years ago.

Windows XP is going to be a problem since it is no longer supported. That may be part of your issue?

Customer: replied 2 years ago.
im not sure what it is
Customer: replied 2 years ago.
how to i check to see what it is
Expert:  Dan replied 2 years ago.

Are you using any antivirus program? Do you know about how old your computer is?

Customer: replied 2 years ago.
i have dr app shortly
Expert:  Dan replied 2 years ago.

Okay, just get back to me when you can.

Customer: replied 2 years ago.
dr app in 30 mins
Expert:  Dan replied 2 years ago.

Okay, no rush.

Customer: replied 2 years ago.
its just s
Customer: replied 2 years ago.
slow slow
Expert:  Dan replied 2 years ago.

About how old is it?

Customer: replied 2 years ago.
what we doing please
Expert:  Dan replied 2 years ago.

I need to know about how old your computer is please?

Customer: replied 2 years ago.
i want it fixed
Customer: replied 2 years ago.
i have just a few mins
Expert:  Dan replied 2 years ago.

Why don't you get back with me when you are finished?

Customer: replied 2 years ago.
can i just pickup here when i get back
Expert:  Dan replied 2 years ago.

Yes. Just leave the window open. I will respond to you as soon as I can.

Customer: replied 2 years ago.
ok
Expert:  Dan replied 2 years ago.

I'll wait to hear from you.

Customer: replied 2 years ago.
im here
Customer: replied 2 years ago.
are you ready
Expert:  Dan replied 2 years ago.

Okay, so how old is your computer?

Customer: replied 2 years ago.
i have another appointment soon so please help get this fixed
Expert:  Dan replied 2 years ago.

Can you please answer my question?

Customer: replied 2 years ago.
i dont know
Customer: replied 2 years ago.
have no idea
Customer: replied 2 years ago.
was working ok yesterday
Customer: replied 2 years ago.
still is but to much junk on it i think
Expert:  Dan replied 2 years ago.

Okay, there are a couple of programs you can download that may help to speed up your computer, but because Windows XP is outdated and again that may be part of the problem. Are you comfortable installing new programs?

Customer: replied 2 years ago.
im not sure its windowxp
Customer: replied 2 years ago.
if you help me i can
Expert:  Dan replied 2 years ago.

Okay. Click this LINK and download the program and let me know when you have it.

Customer: replied 2 years ago.
need to delete alot i think junk stuff
Customer: replied 2 years ago.
got it
hippo
Expert:  Dan replied 2 years ago.

You downloaded Malwarebytes, correct?

Customer: replied 2 years ago.
not yet
Expert:  Dan replied 2 years ago.

Click on the Big download button and download it to your computer.

Customer: replied 2 years ago.
got it
Customer: replied 2 years ago.
done
Expert:  Dan replied 2 years ago.

I want to make sure you got the right program. Go to the green button that says download the latest version and click that.

Customer: replied 2 years ago.
im there
Customer: replied 2 years ago.
please can we get this going im not up to sitting here all day
Expert:  Dan replied 2 years ago.

Have you downloaded it?

Customer: replied 2 years ago.
thought you took the mouse and fix it
Customer: replied 2 years ago.
Expert:  Dan replied 2 years ago.

Okay, now click on the program and install it.

Customer: replied 2 years ago.
i did
Expert:  Dan replied 2 years ago.

Now run the program and let it scan your computer. It will probably take some time. After the scan delete everything it finds then let me know how it goes.

Customer: replied 2 years ago.
well lost it i guess
Expert:  Dan replied 2 years ago.

How about we try this a little later and I will remote in and see what I can do?

Expert:  Dan replied 2 years ago.

Are you okay with that?

Customer: replied 2 years ago.
still says downloading
Expert:  Dan replied 2 years ago.

It is not that large of a program and shouldn't take this long. Get back with me later this evening and I will connect to your computer to see what I can do. Will that be okay?

Expert:  Dan replied 2 years ago.

I will be off line for a bit. I will check back as soon as I can.

Customer: replied 2 years ago.
it keeps saying down loading
Expert:  Dan replied 2 years ago.

Let's try for later this evening?

Customer: replied 2 years ago.
ready
Customer: replied 2 years ago.
its finished
Customer: replied 2 years ago.
ready please
Customer: replied 2 years ago.
hello
Customer: replied 2 years ago.
please
Expert:  Dan replied 2 years ago.

So Malwarebytes has installed?

Customer: replied 2 years ago.
finished long ago
Expert:  Dan replied 2 years ago.

Now you have to run the scan on your computer from Malwarebytes.

Customer: replied 2 years ago.
scaned
Expert:  Dan replied 2 years ago.

Do you see a list of all the things it found to delete?

Customer: replied 2 years ago.
i ran it
Customer: replied 2 years ago.
yep
Customer: replied 2 years ago.
been sitting here 2 hours waiting on you
Customer: replied 2 years ago.
now what please im a sick lady
Expert:  Dan replied 2 years ago.

I responded to you several times to see if you wanted to work on this later so that I could remote in but got no response? If you deleted everything it found, then restart your computer please.

Customer: replied 2 years ago.
i did nothing was waiting on you
Customer: replied 2 years ago.
i did not delete anything
Expert:  Dan replied 2 years ago.

After you had Malwarebytes scan your computer, did you see a list of things to delete?

Customer: replied 2 years ago.
i said yes
Customer: replied 2 years ago.
why can you not take control and fix thats what they told me you would do
Expert:  Dan replied 2 years ago.

Okay very good. I can take control but I will need to do that later. I am unable to do right now.

Expert:  Dan replied 2 years ago.

What time zone are you in?

Customer: replied 2 years ago.
im sick can not just set here
Expert:  Dan replied 2 years ago.

I realize that and I wouldn't expect you to. We can setup a time for you to come back.

Customer: replied 2 years ago.
ok
Expert:  Dan replied 2 years ago.

What is the time there now?

Customer: replied 2 years ago.
i dont want this to go on much longer im paying and want it fixed now
Customer: replied 2 years ago.
its 3pm
Expert:  Dan replied 2 years ago.

The cost will not increase. I am not able to connect to your computer at this time. Can we try for around 7PM?

Customer: replied 2 years ago.
never had such atrouble before and wont have it again
Expert:  Dan replied 2 years ago.

My apologies for all your trouble. Would you like me to turn this over to another expert?

Expert:  Dan replied 2 years ago.

Would you like me to see if someone else can help you?

Customer: replied 2 years ago.
my computer is really messed up now cant even get aol
Customer: replied 2 years ago.
just look at the top there are different apps all across bad bad
Expert:  Dan replied 2 years ago.

The last time we chatted was when I asked you to return around 7PM so that I could connect to your computer and you did not respond to that. I cannot connect to your computer without you running a special program that I will give you a link for. Once you click on the link and install the program, it will give you a user ID and password ***** that you in turn will have to give me before I can connect to your computer. I am not sure what has happened to is since we last chatted, but I have had no control of it what so ever. If you would like to continue so that I can take a look, let me know and I would be happy to continue to help you.

Customer: replied 2 years ago.
PLEASE ANSWER ME
Customer: replied 2 years ago.
im waiting
Customer: replied 2 years ago.
sorry im sick and guess i fell asleep
Customer: replied 2 years ago.
no im waiting for you please tell me when
Expert:  Dan replied 2 years ago.

Please go to http://www.teamviewer.com/ and download and install the TeamViewer program. During installation, keep default, basic, and personal settings. You will then see an ID number and password ***** for you. I will need those to remote into your computer. Please do not close the TeamViewer program until instructed to do so.

Customer: replied 2 years ago.
hope i can do that cant read and do at same time ill try
Expert:  Dan replied 2 years ago.

Okay

Customer: replied 2 years ago.
im not sure if it downloaded
Customer: replied 2 years ago.
i did not see install
Expert:  Dan replied 2 years ago.

I won't be able to connect to your computer without it.

Customer: replied 2 years ago.
do i type it in or hit on it
Customer: replied 2 years ago.
i dont see install
Expert:  Dan replied 2 years ago.

After you have clicked on the link, click on the download button. After the program downloads, click it and let it install.

Customer: replied 2 years ago.
this is making me sicker
Expert:  Dan replied 2 years ago.

Maybe you should have someone come in and look at your computer? If you decide to do that, I can request a refund for you so you won't lose any money.

Expert:  Jason Jones replied 2 years ago.
Hello,
I will be the person helping you today.
I can see that you may need a little bit of extra help.
May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?
Once the remote session begins, we will be able to communicate via a chat window on your computer.
Thank you,
Jason
Customer: replied 2 years ago.
I still can not get this to work
Expert:  Jason Jones replied 2 years ago.

Thank you for the update.

May I start a remote screen sharing session with you so that I can better help you resolve this problem?

When the remote begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 2 years ago.
I can not get this thing to do what I want
Expert:  Jason Jones replied 2 years ago.

Which thing are you referring to?