Author Topic: Strange Computer Problem  (Read 10074 times)

Letj

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Strange Computer Problem
« on: July 12, 2015, 07:40:26 PM »
It seems that my computer got infected with a virus which I was able to get rid off. However, when I try to pin internet explorer to the task bar I can't get on to the Internet using the link. I can only get to the Internet with Internet from start menu. It looks like I somehow have two versions of Internet explorer. I tried downloading google chrome but I can't download anything from the Internet. Does anybody know how I may resolve this problem? I have called Microsoft and Dell but they both want a boatload of money for extended warranties. I thought I would turn to this awesome community for help. Thanks.

johnny847

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Re: Strange Computer Problem
« Reply #1 on: July 12, 2015, 08:42:35 PM »
You can't download anything from the Internet? Can you be more specific? What's the error message, if any? Or does Internet Explorer just refuse to download it?

lifeinhd

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Re: Strange Computer Problem
« Reply #2 on: July 12, 2015, 08:48:05 PM »
Can you reset IE? If that doesn't work, download Chrome or Firefox on another computer, and transfer it via flash drive. Once you're sure you have a working browser, uninstall IE, then redownload and reinstall it.

vagon

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Re: Strange Computer Problem
« Reply #3 on: July 13, 2015, 12:50:00 AM »
In all seriousness, use chrome.

Its faster and more secure to vulnerabilities like the one you got in the first place.

OttoVonBisquick

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Re: Strange Computer Problem
« Reply #4 on: July 13, 2015, 10:06:37 AM »
In all seriousness, use chrome.

Its faster and more secure to vulnerabilities like the one you got in the first place.

QFT

Also, screenshots or a video of your problem would be absolutely fantastic. Family members complaining about a problem always say things like "the printer is broken!" when they just haven't configured it on their computer, or some such.

ash7962

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Re: Strange Computer Problem
« Reply #5 on: July 13, 2015, 10:14:55 AM »
You need to include more information such as the OS you are using (Windows Vista/7/8?).  It would also be helpful to know more information about the virus you are talking about.  What were/are the symptoms and what steps have you taken to resolve it?  Include original symptoms, what you did to try to fix it, and then what the symptoms are now.  Not saying you're doing this, but my mom constantly tells me she has viruses and its rarely true.  You also said you can launch IE from the start menu, but said you can't download anything.  Are you sure IE is working? Can you get to a webpage like www.mrmoneymustache.com?  When you try to download something are you getting an error message, and if so what is it *exactly*?  Just to stress this, make sure you reproduce the error text exactly.

Letj

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Re: Strange Computer Problem
« Reply #6 on: July 13, 2015, 11:35:40 AM »
This community is indeed awesome!  I am at work so later I will post step by step the issues I am having.

neo von retorch

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Re: Strange Computer Problem
« Reply #7 on: July 13, 2015, 11:37:12 AM »
You say "pin to task bar" so I assume you're using Windows 8 (.1?) and you do have "two versions" of IE. They should be running the same engine under the surface, but there's a "modern interface" full screen version in addition to the Desktop version. Perhaps only one of the two is corrupted.

ash7962

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Re: Strange Computer Problem
« Reply #8 on: July 13, 2015, 11:49:39 AM »
You say "pin to task bar" so I assume you're using Windows 8 (.1?) and you do have "two versions" of IE. They should be running the same engine under the surface, but there's a "modern interface" full screen version in addition to the Desktop version. Perhaps only one of the two is corrupted.

Pin to task bar is also a Windows 7 feature (source: on a windows 7 computer right now and I can pin to taskbar), and possibly vista? but I can't remember.

Sibley

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Re: Strange Computer Problem
« Reply #9 on: July 13, 2015, 01:14:37 PM »
FYI, regarding Chrome. I prefer Chrome and use it as my daily browser. However, Chrome is susceptible to getting all sorts of nasty stuff. I know several IT people who hate Chrome because of how messed up it can get. Pros and cons.

AZDude

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Re: Strange Computer Problem
« Reply #10 on: July 13, 2015, 02:13:56 PM »
It seems that my computer got infected with a virus which I was able to get rid off. However, when I try to pin internet explorer to the task bar I can't get on to the Internet using the link. I can only get to the Internet with Internet from start menu. It looks like I somehow have two versions of Internet explorer. I tried downloading google chrome but I can't download anything from the Internet. Does anybody know how I may resolve this problem? I have called Microsoft and Dell but they both want a boatload of money for extended warranties. I thought I would turn to this awesome community for help. Thanks.

No offense here, but you are going to need someone(son? friend?) to come to your house and fix it.

Letj

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Re: Strange Computer Problem
« Reply #11 on: July 13, 2015, 05:04:42 PM »
Sorry, I should have provided more details.  My computer is a Dell Desktop with windows 8.1 which apparently has been running with no antivirus. After AVG expired, I assumed Windows Defender would take over (didn’t realize I had to turn it on).  My daughter downloaded some games and I believe this caused the computer to become infected. When I launched Mozilla, I would get many pop ups and several pages launching at the same time with a program that mimics google chrome (I think it’s called crossbrowse).  I downloaded a free Kapersky antivirus and malware cleaner which detected several viruses and malware. After running Kapersky again and Windows Defender, no malware of viruses were found.
I tried using Mozilla and google chrome but could not connect to the internet (page wouldn’t load).  I then proceeded to uninstall both of them and tried using internet explorer. I am was able to get on the internet using internet explorer but only from the windows tile menu.  When I pin internet explorer from the tile menu to the task bar and launch from the task bar, I am getting a message that says this page cannot be displayed.  Note that IE icon on this message looks a bit different from the icon on the tile menu, almost as if it’s two different versions.
 
While I can go to the internet from the tile menu using internet explorer, I cannot actually download anything. I tried installing Mozilla and google chrome and this is the message I guess for google chrome: unable to connect to the internet. If you use a firewall, please white list googleupdate.exe

 
I also tried accessing certain files such as “my documents” and it says document is not accessible. This issue is making me very uneasy because this is the computer I use for my business and I have quickboooks and other tax software installed on it. I very much appreciate your help.

I tried cut and pasting some images but I couldn't get them to post.



johnny847

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Re: Strange Computer Problem
« Reply #12 on: July 13, 2015, 05:25:31 PM »
Diagnosing such things is hard over this medium, but my best guess is

1) you still have viruses on your system that have not been detected. You should be an to access all folders on your computer. Sometimes you may need admin privileges depending on the follder,  but now for my documents . Does it ask for that when you try? What is the error message, verbatim?
2} You have a program that mimics IE.

ash7962

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Re: Strange Computer Problem
« Reply #13 on: July 13, 2015, 06:16:49 PM »
Man your computer sounds pretty messed up.  Even with antivirus software its still possible for those viruses to get on your machine.  The best thing is to just not download shifty programs.  It might be worth investing in an older crappy laptop that doesn't have any important files on it to give to the kids.  Alternatively give the kid a nonadmin account with really restricted rights.

So here's the deal.  You ran antivirus/malware detection and it removed a bunch of files from your computer.  Antivirus/malware programs basically scan all files looking for text that is known to be bad.  However, it sounds like you installed stuff which basically means you ran all the bad programs and they had free reign to do their bad things.  Unfortunately, antivirus/malware detection cannot undo any of the bad things that have been done (they only try to prevent the bad things from being run in the first place by finding them early).  So, you can try to put your computer back to rights on your own which I would not recommend for your skill level.  I think your best bet would be to put all your important files on a flash drive and do a fresh install of windows.  It seems that windows 8 also has a bunch of fancy tools that might help you fix your computer, but I don't have any experience with those and I'd still recommend a fresh install.  If any of these documents are really important then I would recommend taking the computer into a specialist who can recover your files.  Before doing all that and spending the money you can try a couple low risk things to get at those files.  Here's what I can think to try:
1. Check permissions on your Documents folder.
- Open up a File Explorer (the folder icon)
- On the left panel you should see "This PC" and below it a folder called "Documents".
- Try expanding it, if you get an error then you should let me know what it is word for word.
- If its something about not having permissions to view it then right click the Documents folder
- Click the properties item (at the bottom) then go to the Security tab at the top.
- Click on your username in the top section.
- You should see a section with "Permissions for <username>" at the top (<username> is your username)
- You should have checkmarks in the Allow column for everything in that box.  You might not have "Special Permissions" which is ok.  If you don't have all the checkmarks then edit the user to have permissions.  If you need instructions let me know or just google it.

2. Boot into safe mode (with networking).  This basically tells windows to load without any nonessential programs running.  This should block any programs your kid installed from running.  Its a bit tougher to get to safemode in Windows 8 than it was in previous versions but here's a webpage that will tell you how to do it.  http://www.7tutorials.com/5-ways-boot-safe-mode-windows-8-windows-81.  I believe if you boot into safe mode you have to login with an administrator account which means you should have permissions to access all your files.  If you can't access the Documents folder in safe mode then you should probably call in a pro.

Good luck!

forummm

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Re: Strange Computer Problem
« Reply #14 on: July 13, 2015, 06:26:33 PM »
Have you tried restarting the computer?

Letj

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Re: Strange Computer Problem
« Reply #15 on: July 13, 2015, 06:55:44 PM »
Have you tried restarting the computer?

Yes, several times.

Letj

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Re: Strange Computer Problem
« Reply #16 on: July 13, 2015, 07:01:28 PM »
Man your computer sounds pretty messed up.  Even with antivirus software its still possible for those viruses to get on your machine.  The best thing is to just not download shifty programs.  It might be worth investing in an older crappy laptop that doesn't have any important files on it to give to the kids.  Alternatively give the kid a nonadmin account with really restricted rights.

So here's the deal.  You ran antivirus/malware detection and it removed a bunch of files from your computer.  Antivirus/malware programs basically scan all files looking for text that is known to be bad.  However, it sounds like you installed stuff which basically means you ran all the bad programs and they had free reign to do their bad things.  Unfortunately, antivirus/malware detection cannot undo any of the bad things that have been done (they only try to prevent the bad things from being run in the first place by finding them early).  So, you can try to put your computer back to rights on your own which I would not recommend for your skill level.  I think your best bet would be to put all your important files on a flash drive and do a fresh install of windows.  It seems that windows 8 also has a bunch of fancy tools that might help you fix your computer, but I don't have any experience with those and I'd still recommend a fresh install.  If any of these documents are really important then I would recommend taking the computer into a specialist who can recover your files.  Before doing all that and spending the money you can try a couple low risk things to get at those files.  Here's what I can think to try:
1. Check permissions on your Documents folder.
- Open up a File Explorer (the folder icon)
- On the left panel you should see "This PC" and below it a folder called "Documents".
- Try expanding it, if you get an error then you should let me know what it is word for word.
- If its something about not having permissions to view it then right click the Documents folder
- Click the properties item (at the bottom) then go to the Security tab at the top.
- Click on your username in the top section.
- You should see a section with "Permissions for <username>" at the top (<username> is your username)
- You should have checkmarks in the Allow column for everything in that box.  You might not have "Special Permissions" which is ok.  If you don't have all the checkmarks then edit the user to have permissions.  If you need instructions let me know or just google it.

2. Boot into safe mode (with networking).  This basically tells windows to load without any nonessential programs running.  This should block any programs your kid installed from running.  Its a bit tougher to get to safemode in Windows 8 than it was in previous versions but here's a webpage that will tell you how to do it.  http://www.7tutorials.com/5-ways-boot-safe-mode-windows-8-windows-81.  I believe if you boot into safe mode you have to login with an administrator account which means you should have permissions to access all your files.  If you can't access the Documents folder in safe mode then you should probably call in a pro.

Good luck!

Thank you so much. I will try the suggestions. I imagine I would have to save all the program files on a flash drive if I were to do a fresh install. I downloaded my quick books and tax software so I don't even have the disks to reinstall them and I am not sure I would be able to identify and save all the program files before I do the reinstall.

johnny847

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Re: Strange Computer Problem
« Reply #17 on: July 13, 2015, 07:15:58 PM »
Man your computer sounds pretty messed up.  Even with antivirus software its still possible for those viruses to get on your machine.  The best thing is to just not download shifty programs.  It might be worth investing in an older crappy laptop that doesn't have any important files on it to give to the kids.  Alternatively give the kid a nonadmin account with really restricted rights.

So here's the deal.  You ran antivirus/malware detection and it removed a bunch of files from your computer.  Antivirus/malware programs basically scan all files looking for text that is known to be bad.  However, it sounds like you installed stuff which basically means you ran all the bad programs and they had free reign to do their bad things.  Unfortunately, antivirus/malware detection cannot undo any of the bad things that have been done (they only try to prevent the bad things from being run in the first place by finding them early).  So, you can try to put your computer back to rights on your own which I would not recommend for your skill level.  I think your best bet would be to put all your important files on a flash drive and do a fresh install of windows.  It seems that windows 8 also has a bunch of fancy tools that might help you fix your computer, but I don't have any experience with those and I'd still recommend a fresh install.  If any of these documents are really important then I would recommend taking the computer into a specialist who can recover your files.  Before doing all that and spending the money you can try a couple low risk things to get at those files.  Here's what I can think to try:
1. Check permissions on your Documents folder.
- Open up a File Explorer (the folder icon)
- On the left panel you should see "This PC" and below it a folder called "Documents".
- Try expanding it, if you get an error then you should let me know what it is word for word.
- If its something about not having permissions to view it then right click the Documents folder
- Click the properties item (at the bottom) then go to the Security tab at the top.
- Click on your username in the top section.
- You should see a section with "Permissions for <username>" at the top (<username> is your username)
- You should have checkmarks in the Allow column for everything in that box.  You might not have "Special Permissions" which is ok.  If you don't have all the checkmarks then edit the user to have permissions.  If you need instructions let me know or just google it.

2. Boot into safe mode (with networking).  This basically tells windows to load without any nonessential programs running.  This should block any programs your kid installed from running.  Its a bit tougher to get to safemode in Windows 8 than it was in previous versions but here's a webpage that will tell you how to do it.  http://www.7tutorials.com/5-ways-boot-safe-mode-windows-8-windows-81.  I believe if you boot into safe mode you have to login with an administrator account which means you should have permissions to access all your files.  If you can't access the Documents folder in safe mode then you should probably call in a pro.

Good luck!

Thank you so much. I will try the suggestions. I imagine I would have to save all the program files on a flash drive if I were to do a fresh install. I downloaded my quick books and tax software so I don't even have the disks to reinstall them and I am not sure I would be able to identify and save all the program files before I do the reinstall.

You can go ahead and save program files to a flash drive, but that won't do anything. If you reinstall windows, you will have to reinstall all your programs. You cannot simply copy the program files back over.

ash7962

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Re: Strange Computer Problem
« Reply #18 on: July 13, 2015, 07:22:21 PM »
Haha, well actually a lot of programs are just the .exe file and you can copy/paste them anywhere.  Sometimes "installing" a program is literally just copying it into program files.  Some programs also need folders to be set up in specific locations, and other programs need registry settings to be set correctly.  The moral of the story is that it's always best to install a program per the distributor's instructions, but you could probably make it work if you had to.

P.S. I would not recommend copying your entire "Program Files" file to the flash drive.  You should copy *only* the files you need and absolutely know are files you created (not the malware).  Might be a bit tough to sort through, but a quick google of the program will tell you what the correct extension is for a given program.  For example, Quickbooks creates .qbw and .qbb files.

dess1313

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Re: Strange Computer Problem
« Reply #19 on: July 13, 2015, 07:36:53 PM »
download the comodo antivirus (free version available) at https://www.comodo.com/home/internet-security/antivirus.php?track=2738&key5sk0=2128&key5sk1=35a758e9ffa5d380cc829c011f3e26af354fc360

run the DEEP scan.  not the quick one.  If it won't let you get to the internet to download it, download it elsewhere and put it on a usb stick and run it then off the stick to install

Then install malwarebytes at https://www.malwarebytes.org/  again get the free version

Both these are the two more reliable programs i use to nail viruses and spyware.  spyware can be worse to get rid of sometimes than a virus.  comodo got a virus that avg never saw, but only after doing a deep scan.  it was a bastard one to get rid of.  i also help remotely with people too sometimes if you're maybe technically challenged.

johnny847

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Re: Strange Computer Problem
« Reply #20 on: July 13, 2015, 08:41:18 PM »
Haha, well actually a lot of programs are just the .exe file and you can copy/paste them anywhere.  Sometimes "installing" a program is literally just copying it into program files.  Some programs also need folders to be set up in specific locations, and other programs need registry settings to be set correctly.  The moral of the story is that it's always best to install a program per the distributor's instructions, but you could probably make it work if you had to.

P.S. I would not recommend copying your entire "Program Files" file to the flash drive.  You should copy *only* the files you need and absolutely know are files you created (not the malware).  Might be a bit tough to sort through, but a quick google of the program will tell you what the correct extension is for a given program.  For example, Quickbooks creates .qbw and .qbb files.

This is virtually every program.

The complication goes beyond registry settings though. Some programs will need other system files in place, like the .NET framework.  Some programs will install services. Sometimes programs dump dll's into the Windows system directory and won't run without them.

It does not appear the OP has the skills to attempt to get around these problems (some of which can't be overcome, you legitimately need the installer program almost all the time).

neo von retorch

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Re: Strange Computer Problem
« Reply #21 on: July 14, 2015, 08:19:25 AM »
As was suggested, Windows 8 does have some Recovery options. One of those is "Refresh your PC without affecting your files." To get there:
  • Hold the Windows Key on your keyboard and press C to open the "Charms" bar - then select Settings. At the very bottom, click Change PC Settings
  • Click Update and Recovery, then Recovery.
  • Click Get started under "Refresh."

This might reinstall some system files, which may include the default Internet Explorer program. This is a relatively quick, safe process. It's still a good idea to copy all My Documents / My Photos / etc to a flash drive (or back up to OneDrive, Dropbox, etc.) but if everything goes well, all your programs and files will be where you left them after this process.

However... it might not really fix your problem. It may be deeper. If it is, then definitely back up your personal files, double check that you have keys for any purchases software (outside the Windows App store, which keeps track of purchased software for you in the cloud.) Then go back to the same place but instead click "Get started" under "Remove everything and reinstall Windows." This is easy for a beginner, but it will wipe everything out like it says. It may reinstall Windows Apps, but downloaded/installed software (from USB/DVD drives) will need reinstalled, and you'll have to copy your personal files back from wherever you backed them up to. This will probably fix your Internet Explorer, and after doing this, you will probably be able to install Chrome or Firefox and use that without issues, too.

There is a third option, which is to run software like MalwareBytes and Revo Uninstaller to look for programs that aren't "really" uninstalling with the anti-virus scans you've run so far. Take a look at this: http://lifehacker.com/282337/completely-remove-programs-with-revo-uninstaller - this is usually the first step I take, and worth a shot, but it might not fix Internet Explorer or other underlying issues.

JLee

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Re: Strange Computer Problem
« Reply #22 on: July 14, 2015, 09:56:32 AM »
Until this is resolved and you're able to verify everything is virus free, I would be very cautious plugging any attached storage (USB drive, etc) into this computer and then into another one. Some viruses will replicate onto an attached disk and then you may infect another machine.

If you have critical business information on here and it's not backed up somewhere else, you may want to consider finding someone who's proficient with computers to fix it.  If it was my machine I would wipe it and start over. It's often faster/easier.

dess1313

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Re: Strange Computer Problem
« Reply #23 on: July 14, 2015, 11:17:07 AM »
yes that is true JLee, but if he is unable to get to the internet from his computer, he can take a clean stick, put it in a working computer, grab the files he needs, put it in his virus machine and then label the stick for formating, and scan computer again after its done.  He needs GOOD antivirus that works, and antispyware that works or he will never get rid of it

Letj

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Re: Strange Computer Problem
« Reply #24 on: July 15, 2015, 07:56:20 PM »
Thanks everyone! I am still working on this with no luck yet. I will report back.

JLee

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Re: Strange Computer Problem
« Reply #25 on: July 16, 2015, 04:51:19 PM »
yes that is true JLee, but if he is unable to get to the internet from his computer, he can take a clean stick, put it in a working computer, grab the files he needs, put it in his virus machine and then label the stick for formating, and scan computer again after its done.  He needs GOOD antivirus that works, and antispyware that works or he will never get rid of it

Yep. However, depending on the value of the PC's contents, it may be worth paying someone.

I work high level / critical support in a managed IT company and we are seeing a trend of cryto-lock malware (basically a virus that goes through and encrypts everything it can get to). This doesn't sound that severe, but...hard saying not knowing! :)

dess1313

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Re: Strange Computer Problem
« Reply #26 on: July 16, 2015, 04:54:00 PM »
And this is exactly why you should always have 2 back ups of everything important.  online, external hard drives, dvds, what ever works.  because you never know what damage it will do.  i have several back ups that are not connected to anything, in case of major virus damage hitting my online back ups too

MAMAdonna

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Re: Strange Computer Problem
« Reply #27 on: November 20, 2015, 07:14:09 AM »
that rather sounds a redirect virus. however, it may come bundles with ccc cryptic malware. have you notices any files ended with  ccc string (like here http://soft2secure.com/knowledgebase/ccc-file  )? then you need to get rid of cryptowall malware immidiately and backup your files!!!

MandalayVA

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Re: Strange Computer Problem
« Reply #28 on: November 20, 2015, 07:23:32 AM »
FYI, regarding Chrome. I prefer Chrome and use it as my daily browser. However, Chrome is susceptible to getting all sorts of nasty stuff. I know several IT people who hate Chrome because of how messed up it can get. Pros and cons.

Chrome completely destroyed one of my laptops.  FIREFOX 4 LYFE!

JordanOfGilead

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Re: Strange Computer Problem
« Reply #29 on: November 20, 2015, 07:37:04 AM »
use somebody else's computer to download "spybot search and destroy" antivirus software to a flash drive. Disable your laptop's network connections, plug in the flash drive, and run the program. SuperAntiSpyware and MalwareBytes are also both excellent antivirus programs. I keep all of them on a flash drive just in case something like this happens.
« Last Edit: November 23, 2015, 01:18:41 PM by JordanOfGilead »

ash7962

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Re: Strange Computer Problem
« Reply #30 on: November 23, 2015, 01:15:49 PM »
FYI, this post is super old and OP hasn't responded in a while.