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Cris
Cris, Support Specialist
Category: Computer
Satisfied Customers: 6372
Experience:  10 years of IT experience in both business and residential.
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I was installing my antivirus program and it stated that it

Customer Question

I was installing my antivirus program and it stated that it had found an active virus and I clicked remove. It started the process and then it went back to the purchasing screen. Now I am lost and do not know where to go.
Submitted: 1 year ago.
Category: Computer
Expert:  Satchi replied 1 year ago.

Hi , Welcome to Justanswer.com .

It will be better and quick if I can access your computer remotely to fix the problem ..

To do that please follow the below steps

1)Please open the below link URL in browser

http://www.justanswer.com/remotedesktop/join.aspx?Session=adddf731-b55b-4b6c-90bd-d5dfe8978609

2)Then click on I agree button .

3)After that click on Download link to download a file and run it

Then It will connect remotely

Customer: replied 1 year ago.
Is it connected
Expert:  Satchi replied 1 year ago.

No I am still waiting ...

Customer: replied 1 year ago.
I thonk i did everything on my part
Expert:  Satchi replied 1 year ago.

1)Please open the below link URL in browser

http://www.justanswer.com/remotedesktop/join.aspx?Session=adddf731-b55b-4b6c-90bd-d5dfe8978609

2)Then click on grren color I agree button .

Then it will download a file ..after download open that file

Customer: replied 1 year ago.
I haven't heard anything. Are you working on my anti virus download problem? I have agreed to $52.00 - now $26.00?
Expert:  Satchi replied 1 year ago.

it is not connected yet .

I am waiting for you to connect

Customer: replied 1 year ago.
I apologize -- I must be impatient. I will wait for your direction. Thanks. I just awitched to a Secure Remote Assistance in the amount of $26.00
Expert:  Satchi replied 1 year ago.

Seems some technical issues as we are not able to connect each other . I will open this question to other experts to help you more

Expert:  Cris replied 1 year ago.

Hi, thanks for using JustAnswer.com I am Cris.

Do you still need assistance?

Customer: replied 1 year ago.
I am not connected to install your anti virus yet
Expert:  Cris replied 1 year ago.

I have proposed a remote connection.

Customer: replied 1 year ago.
What would you like me to do
Expert:  Cris replied 1 year ago.

Did you get my proposal for remote connection?

Customer: replied 1 year ago.
It would not accept my request. I will try one more time
Expert:  Cris replied 1 year ago.

Looks like there is a issue with the credit card. Let's continue we can figure it out later.

Expert:  Cris replied 1 year ago.

Please use the link tot start the session, click agree download the software and run.

http://www.justanswer.com/remotedesktop/join.aspx?Session=fa1f07d6-7530-41dc-b4df-e0473d137682

Expert:  Cris replied 1 year ago.

I am waiting for you to connect.

Customer: replied 1 year ago.
I pushed download then there wad apopup
Fo i deal woth that or is it an ad
Expert:  Cris replied 1 year ago.

I am on your computer, but it seems you are trying to open something.

Customer: replied 1 year ago.
I saw you mpving about. Now it is on msn sports. What do you want me to do
Expert:  Cris replied 1 year ago.

Close it out I can't close.

Expert:  Cris replied 1 year ago.

let me take over

Expert:  Cris replied 1 year ago.

Can you get the PC to the desktop

Customer: replied 1 year ago.
No. It is trying to go to netflix sign in. I am touching nothing
Expert:  Cris replied 1 year ago.

I can't see anything please restart your PC and start the session again.

Customer: replied 1 year ago.
It is on screen connect now at yout commemt lets get started
Customer: replied 1 year ago.
Webroot
Expert:  Cris replied 1 year ago.

What happens when you try to install?

Customer: replied 1 year ago.
It started. Then said it found a virus and it started to remove it and then flipped back to the purchasing page
Expert:  Cris replied 1 year ago.

Did you already purchase the software. The remote session is not working so I will not be able to do anything on your PC.

Customer: replied 1 year ago.
I was in process of installing. It had gone far enough to install
Expert:  Cris replied 1 year ago.

You should have received a confirmation email. If you need to re-download and install the link should be there.

Customer: replied 1 year ago.
That info will be in my email I think. I am sure it had been purchased
Expert:  Cris replied 1 year ago.

Yes, check your email if you received a confirmation email then you can re-download if not then the purchase did not go through.

Also just a recommendation there is a better antivirus called Eset which you would purchase from eset.com

You can purchase the eset antivirus it is top rated antivirus for finding and removing viruses.

Customer: replied 1 year ago.
i can not control the curser to go to email. Are you telling me you are finished?
Expert:  Cris replied 1 year ago.

Yes you can control your PC. I was not able to.

Do you have any further questions for me?

Customer: replied 1 year ago.
Well, i can not control thecurser and secure anywhere is on top of the desktop screen . I'm guessing that you are telling me to get someone local to assist me?
Customer: replied 1 year ago.
Are you there?
Expert:  Cris replied 1 year ago.

Close out the session, I did on my end.

If not just restart the PC. Also check for any email confirmation on your purchase if there is none. The software was not purchased.

Customer: replied 1 year ago.
Do we are done?
Expert:  Cris replied 1 year ago.

If you have no further questions, yes.

Selecting a positive rating is appreciated.

Customer: replied 1 year ago.
I have no resolution and i can not control the curser, so i am just shutting down amd will find someone local.
Expert:  Cris replied 1 year ago.

OK