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My computer became extremely slow...would take 15 minutes…

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My computer became extremely slow...would...
My computer became extremely slow...would take 15 minutes just to start up. PDF files wouldn't open. IT guy said I needed a new hard drive and then was able to clone everything. Worked great until I tried to download a file from email. It wouldn't open. Then all my word docs would open then freeze up the computer... couldn't even scroll down. Also if you right click on anything like programs or devices I get the blue circle then the screen goes blue then back to the main screen very quickly. Over the phone, IT guy tried to get into admin command and nothing is working. Took it back to him as he said he had equipment that would help and he still can't. Any ideas? Have malware bytes and Norton security.
Submitted: 3 months ago.Category: Computer
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Answered in 1 minute by:
3/10/2018
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago
Mr.Med
Mr.Med, Computer Enthusiast
Category: Computer
Satisfied Customers: 2,127
Experience: Networks & Security Engineer
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Hi, I'mCustomer Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.

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Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

I'm sorry about the issue, What windows OS are you running please? (7, 8 or 10)

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Customer reply replied 3 months ago
8.1
Customer reply replied 3 months ago
My computer is currently with my UT guy. Was wondering if there was something that you knew right away what the problem is
Customer reply replied 3 months ago
That was IT not ut
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

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

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Customer reply replied 3 months ago
Again, computer not here. I believe my IT guy still isn't able to get administrative prompts to work even from outsider
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

Please follow the steps below to unfreeze/speed up/clean your computer :

1-Run a full scan using your anti-virus software.

2-Next, you want to run Malwarebytes, a free malware/virus scanner. Please click https://www.malwarebytes.org/mwb-download
Once you install it, Update and then run a Scan and Delete any Malware/Viruses. It should take 25-55 minutes to complete.

3-Once that is complete, please download Ccleaner, as this will clean temp and cache files from your computer.

Click http://www.filehippo.com/download_ccleaner

Once you run that and delete everything, please let me know if your computer is running faster.

If you have any questions, reply and I will assist you.

Thank you

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Customer reply replied 3 months ago
Ok you didn't answer this. It's not slow with the new hard drive. It's freezing up when a Word doc is opened and right clicking causes the blue circle to come up then blue screen then back to the main screen with all my files. If you don't know just say so please.
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

I'm sorry please Right-click the Start button (lower-left corner), and select Control Panel from the pop-up menu. under Programs, select Uninstall a program. Right-click the Microsoft Office product and from the drop-down, select Change. select Online Repair to make sure everything gets fixed,

Let me know the results

Thank you

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Customer reply replied 3 months ago
Ok you aren't getting it. When I right click the blue circle comes up, the screen goes completely blue for s couple seconds then back to the main screen so right clicking only works on "search" and the prompt that should bring up administrative stuff doesn't show ANYTHING underneath.
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

Please boot your PC into safe mode then try to repair Office again : https://www.digitalcitizen.life/5-ways-boot-safe-mode-windows-8-windows-81

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Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

Has everything worked out please?

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Customer reply replied 3 months ago
I have not been able to reach my IT guy who has my computer this weekend. Hopefully I can talk with him tomorrow.
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

Can l start a secure remote assistance session with you so that I can assist you quickly with this issue please?

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Customer reply replied 3 months ago
Do you know how many times I've told you that my computer isn't with me right now, it is with my IT guy. You don't seem to have read most of what I've written and I've had to repeat things. Anyways, when the IT guy put my new hard drive on, he then cloned all my files and he is thinking that it also cloned the bad pathways, so he is removing all my programs like MS Office etc and then putting them back on. I don't think I will be following up with you. Thanks.
Customer reply replied 3 months ago
Even is safe mode, which we had already done, he was never able to get into the administrative part of my computer.
Tech Support Specialist: Mr.Med, Computer Enthusiast replied 3 months ago

I'm sorry, I thought you have your computer with you, please uninstall office, restart your computer then reinstall it

Hope this works out

Thank you

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