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help......... please.................i cry

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Whenever I use the internet and download anything, I get the following message: an error has occured, "C\WINDOWS\System32\btien.dll, Download"

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customer has me stumped, cant figure out wth dll file that is
 
i mean i am just cable internet support, but they sent me this woman because im known for digging up onscure stuff and i really dont want to call her and just tell her to call microsoft or her manufacturer; its just lame
 
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