Got roped into helping someone else.

[Lemon law]

Well, my wife opened up her big mouth to someone, telling them I could probably fix their computer.

Well I called the person up, and it became immediately apparent the person who owned the computer was suffering from TAHTS syndrome. (typical air headed teenager syndrome) But probably not all that different than many adults.

The immediate complaint was that she was losing access to certain files in the last month or so. On a fairly new budget class dell computer only a year old or so. So over the phone I had her boot her computer, it still boots, I was able to establish her OS is XP home, she had 1024 MB of ram, 300 MB ram free.

And when I asked what AV she was running, the answer was none, after her computer screwed up she tried to install McAfee but it failed to install, established she had no other spyware programs, she had never defragmented her disk, and did not know how to do windows updates.

So I guided her to the windows disk defragmented, she found that, but it would not run, same thing with disk cleanup, it showed but would not run, and then the horror stories started. I sent her to start--run, and there is no run. I sent her to the control panel, to check device manager, and she has only seven icons showing in the control panel with system among a pile of other totally missing. I sent her windows system restore, she can find it but it will not even open.

She has the original dell restore disks maybe, I am reluctant to per say nuke the hard drive, especially since some of her data is very precious to her.

While my primary suspect is a virus or worm, it occurs to me that the same data loss could be caused by a failing hard drive, bad memory intermittently writing garbled data, or a failing mobo.

On a first do no harm principle, I am having her download various anti malware programs and diagnostic programs, I will have her try various thing in safe mode,
I am a fairly old hand at windows trouble shooting and malware removal, and also able to set up a good multi layered security system, but this much missing from windows is beyond my experience.

So I am appealing for some help here from people more knowledgeable than I am
for help.

As for the teenager, she is somewhat shellshocked, and almost totally unable to afford to fix any problems because her dad is laid off.

So please help me help her, any insights appreciated.

 

[lxskllr]

Get the computer from her, take the hd out, and put it in your machine. Get all the data off, replace the drive, and try reinstalling Windows. If that's successful, you can start testing hardware...

 

[mechBgon]

Well, if she has her restoration CDs, I'd say the fastest way out is for her to back up her important files, emails, contacts, etc, then re-image the system (and get it set up securely).

Whether you intend to re-image or not, backing up the important stuff would be a good opening move, in case things go from bad to worse.

 

[Machine350]

I agree. Backup everything she wants to keep before doing anything. Sounds like a nasty virus, which, usually in my experience, can only be totally eliminated by reformatting the hard drive and reinstalling and/or re-imaging. Those restoration CDs are going to be pretty important.

 

[Chiefcrowe]

I agree with this. the time it takes to reformat/reinstall is worth it in some cases.

Originally posted by: Machine350
I agree. Backup everything she wants to keep before doing anything. Sounds like a nasty virus, which, usually in my experience, can only be totally eliminated by reformatting the hard drive and reinstalling and/or re-imaging. Those restoration CDs are going to be pretty important.

 

[ScottFern]

I don't know why more people don't stop the person from explaining their issue and say, I charge X amount per hour to work on computers....its my side business. Everyone gets my little sales pitch before they can start demanding free tech support. Yes, there are exceptions like close relatives, and the g/f's parents, but beyond that they will be charged and they know that up front.

 

[CuriousMike]

If you fix her computer, be sure to install free anti-virus for her... and some free malware app.
Otherwise, a month from now, she's gonna be calling you back...

 

[SoulAssassin]

Originally posted by: CuriousMike
If you fix her computer, be sure to install free anti-virus for her... and some free malware app.
Otherwise, a month from now, she's gonna be calling you back...

Well if he's charging....

 

[Oakenfold]

Sounds like this one is much easier to just re-install windows.
As others have said, back-up the data and nuke it. Install freeware a/v at a minimum.
If you need some help with any of these checkout the Security Resource Thread
GL!

Oh and make sure to have a conversation on good computing principles. That goes for the mom and the kids.

 

[Spacehead]

Originally posted by: Lemon law
On a fairly new budget class dell computer only a year old or so.

While my primary suspect is a virus or worm, it occurs to me that the same data loss could be caused by a failing hard drive, bad memory intermittently writing garbled data, or a failing mobo.

No warranty on that computer? Dell helped me trouble shoot a problem over the phone. Ended up the HD was going bad.

 

[Maetryx]

I suggest you spend $30 on this hard drive dock. Then pull all the precious data onto your computer from her HDD, nuke her hard drive, put the data back on her now clean hard drive.

Basically, when I do computer support for another person, I insist that I physically possess the computer. [exaggeration]I would rather shoot myself that try to fix someone's computer over the phone[/exaggeration]. Dad, you listening?

 

[Lemon law]

In terms of an update, I gave her a lot of emailed advise, her family later ran into my wife and said she fixed the problem and extended her thanks to me. What she specifically did remains a mystery, but until she contacts me, that is where it rests.

 

[JeffreyLebowski]

So let me get this straight, a teenager who doesn't have any money needs work done to her computer. Sounds like the start to a movie

"The PC tech comes more than once" Bowow-chicka-wowow

 

[techmanc]

Originally posted by: lxskllr
Get the computer from her, take the hd out, and put it in your machine. Get all the data off, replace the drive, and try reinstalling Windows. If that's successful, you can start testing hardware...

Do Not put the hard drive in your system to work on it connecting it directly to your system. You system may see this drive as a OS drive and integrate the 2 together. You can get a USB2.0 hard drive converter or external hard drive unit to access the hard drive with any problems and do a image backup first if you want to try some fixes on the system or even if you format you can mount the backup and copy file from it like a regular hard drive.

 

[lxskllr]

Originally posted by: techmanc

Originally posted by: lxskllr
Get the computer from her, take the hd out, and put it in your machine. Get all the data off, replace the drive, and try reinstalling Windows. If that's successful, you can start testing hardware...

Do Not put the hard drive in your system to work on it connecting it directly to your system. You system may see this drive as a OS drive and integrate the 2 together.

It shouldn't as long as you specify the boot device at startup.

 

[techmanc]

Originally posted by: lxskllr

Originally posted by: techmanc

Originally posted by: lxskllr
Get the computer from her, take the hd out, and put it in your machine. Get all the data off, replace the drive, and try reinstalling Windows. If that's successful, you can start testing hardware...

Do Not put the hard drive in your system to work on it connecting it directly to your system. You system may see this drive as a OS drive and integrate the 2 together.

It shouldn't as long as you specify the boot device at startup.

This is an old thread that debate the problem but I would never take the chance of screwing up my system when USB2.0 is a slower but totally safe option.

http://club.cdfreaks.com/f138/2-hard-drives-xp-149812/

 

[lxskllr]

Hmm... I've never had any problems doing that, but I agree using a external interface is better. If nothing else it keeps you from having to open the case.