Big Problems with Aunt's Computer

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oh-hush

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Dec 16, 2002
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My great-aunt has an HP computer with Windows Me. She lives all the way in Vancouver so I can only help her over the phone and she isn't to skilled with computers but she knows how to use one.

Her internet seemed to stop working so she called support from the company and got a re-install disk for the connection, she ran it and had troubles so she called them back and they we're telling her to do this stuff. He told her to run it in Safe Mode... after she restarted her computer it seems nothing is there anymore.

When she turns on the computer all the normal things come on (the HP screen, the Windows Me screen), and then a picture loads, with a mouse, and nothing else. No taskbar, no icons, no nothing. The mouse moves but does nothing (no right-click, no clicking at all), and the tower thinks sometimes after moving the mouse. Nothing is there, and nothing keeps coming back.

She apparently ran "Spyware Be Gone" and maybe something went from through there... plus her AVG Anti-Virus hasn't been "updated" since January, but she runs AVG all the time and there aren't any viruses.

I really have no idea what is wrong with her computer, but she doesn't want to loose her files because they are important, plus she doesn't know how to back-up her system and I really don't have a clue either, but she probably won't be able to do it anyway.

This is all to weird, after just going through my problems which made me have to re-format my computer.

Is there anything anyone can help me with to help her, or any previous problems like this? Anything would help SOO much! Thank you in advance to any replys, and I'm sorry about the very long entry.
 
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