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Old 09-13-2004, 03:13 PM   #16
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Okay I'll tell her tonight! Thanks!
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Old 09-13-2004, 03:19 PM   #17
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I'll be dogged, she just called and I have her on the phone now!

She tried all that step by step and it says

error 624

system cannot update phone book file



could this be a virus? Is there something blocking the phone?
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Old 09-13-2004, 03:57 PM   #18
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the "phone book file" is rasphone.exe and it should be located in C:\Windows\System32.

I have had someone get this error after they got a virus, yes. Um does she have a virus scan program?
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Old 09-13-2004, 04:37 PM   #19
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She told me she was so desperate she was going to lose all her data and rerun the Windows disc from scratch. That was an hour ago and I haven't heard back from her yet
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Old 09-13-2004, 04:55 PM   #20
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SIGH new report. She says it's now telling her she has a broadband cable modem even though she doesn't. She still cannot get online using AOL. I even let her use my MSN account info to try it and it still did not let her go online. I am so frustrated, but I understand how awful it is not to be able to get online.
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Old 09-13-2004, 06:56 PM   #21
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Her first problem - using AOL
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Old 09-13-2004, 06:57 PM   #22
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What model of modem does she have and has she verified that it's properly/completely installed?
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Old 09-13-2004, 07:34 PM   #23
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It came from Circuit city, but it was doing the same thing before she changed it. She said she did everything right.
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Old 09-13-2004, 08:40 PM   #24
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um did she rerun her Windows disk like she said she might, or no? If not, you said this is XP....um I'm wondering if she has System Restore turned on.
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Old 09-13-2004, 09:02 PM   #25
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Well, if she has a virus, I can get you an installer for the latest version of Norton/Symantec antivirus, but it's going to be around a 25MB download.

She should switch to PeoplePC or something not so destructive as AOL or MSN. Plus it's the cheapest I think, and definitely works w/ a generic dial-up connection (it does come with an integrated browser like AOL and MSN, but I never use it). It may not solve the problem, but it will make it easier in the long run.

She may have done everything right with the modem, but she needs to actually verify that it is correctly installed with the best driver. She needs to check the hardware device manager and then tell me what that says under "Modem(s)".
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Old 09-13-2004, 09:07 PM   #26
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OK, I lied, the installer is like 4MB max. Here's a link:

http://www.calvin.edu/~lar3/SymantecV9Installer.exe

Once that's installed, it MUST be updated in order to work most effectively (AV software is out-of-date every week). Go here for the newest definition file and save and open it:

http://securityresponse.symantec.com...13-023-i32.exe

She should probably run a scan in safe mode once these two things are installed.
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Old 09-14-2004, 04:19 AM   #27
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Thanks. Is there any way I can download these things onto a disc and give them to her since she can't get online? Would that work?
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Old 09-14-2004, 06:03 AM   #28
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Yeah, save them both for her. One's 3-4MB and the other's probably 2-3MB.
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Old 09-14-2004, 10:38 AM   #29
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Quote:
Originally posted by LivLuvAndBootlegMusic
Yeah, save them both for her. One's 3-4MB and the other's probably 2-3MB.
I'm so lame I'm going to have to get someone to help me do this I'm also going to ask her to recheck the way she put both cords in. Thanks for your advice.
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Old 09-14-2004, 01:45 PM   #30
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You'll need a CD or USB drive or something that's not a 1.4MB floppy. But all you have to do is save both of those files and double click on them to start the installer (do the Sym9 one and complete it before starting the second).
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