Gateway_3701_Virus_Infected

Issue: Client in Grand Rapids called Friday stating that XP Antivirus had gotten onto her computer. As a secondary problem, her DVD/CD burner built into her notebook no longer would open. We explained to her that a wipe and reload would probably be in the cards. She agreed. The virus had other ideas.

We preload our Windows CD with the latest patches from Microsoft. During the re-install, as these patches were being applied, the system would shutdown. Due to this fact we had to use a standard Windows XP CD and then patch the system afterward. This resolved the issue. Although the system work took over three hours, our charge to the client was 2 hours (our limit for this type of work).

As usual, if we do not get it fixed, the client is not charges and this work comes with out 21 day guarantee; if this issue returns within 21 day we come back and fix it for free!

We were also able to substitute in a working CD-rom from an IBM machine that worked with our clients Gateway so she now has a unit that opens!

Platform: PC

Timeframe: Scheduled

Resolution: Replacement, reload, troubleshooting.

Cost: 2 hours

Performed: Shop