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I can't restore from a back up, my computer had a virus,

Customer Question
I can't restore from...

I can't restore from a back up, my computer had a virus, it's been professionally cleaned tho, I have backups that I have on a backup passport drive, but it won't load

Technician's Assistant: How much experience do you have with this particular machine?

Quite a bit

Technician's Assistant: What's the brand/model/Operating System (OS) of your computer?

Windows 10 ugh

Technician's Assistant: When did you purchase your computer? What troubleshooting have you tried?

2 years and I have gone to the troubleshooting page and you turned up :)

Submitted: 11 months ago.Category: Computer
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Answered in 5 minutes by:
8/3/2017
Tech Support Specialist: Jason Jones, Computer Expert replied 11 months ago
Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 19,222
Experience: Over 10 years of professional experience.
Verified

Hello,
I am sorry to hear about your problem. My name is ***** *****, I am a Tech Expert with over 20 years of experience and look forward to helping you today.

Why will the backups not 'load'?

I will be standing by, looking forward to your response.
Thank you,
Jason

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Customer reply replied 11 months ago
I reloaded Quicken 2010. I attached my back up device with all my backups on it. I can see all the files, but the restore backup will not upload the file from the backup device. I get through all the prompts, put in my password ***** it says "not recognized file type or something like that'
Customer reply replied 11 months ago
it says "unable to open selected file"
Tech Support Specialist: Jason Jones, Computer Expert replied 11 months ago

I have run out of ideas.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

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