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Iyogi Chat

The remote support session document details the troubleshooting steps taken to resolve virus and performance issues on a user's computer. The technician performed a PC tune-up, installed Support Dock and Microsoft Security Essentials, and optimized browser settings. They created a system restore point, removed temporary files and infections, and installed monitoring tools before concluding the session.

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Aline Ambriz
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334 views3 pages

Iyogi Chat

The remote support session document details the troubleshooting steps taken to resolve virus and performance issues on a user's computer. The technician performed a PC tune-up, installed Support Dock and Microsoft Security Essentials, and optimized browser settings. They created a system restore point, removed temporary files and infections, and installed monitoring tools before concluding the session.

Uploaded by

Aline Ambriz
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as RTF, PDF, TXT or read online on Scribd
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5:13 PM Checking configuration...

5:13 PM Connecting...
5:13 PM Connected. A support representative will be with you shortly.
5:13 PM Support session established with v_jasmine.modi.
5:14 PM You have granted full permission to v_jasmine.modi. To revoke, click the red X on the
toolbar or press Pause/Break on the keyboard.
5:14 PM Remote Control started by v_jasmine.modi.

5:46 PM v_jasmine.modi: hi
5:47 PM v_jasmine.modi: can u give me your email address
5:48 PM v_jasmine.modi: 169.99
5:49 PM Iran: [email protected]
5:53 PM Iran: saltlake city ut. 839s980w tooele ut 84074
5:57 PM v_jasmine.modi: https://webpay.iyogi.net/webpay

5:57 PM v_jasmine.modi has sent a link: https://webpay.iyogi.net/webpay


6:07 PM Remote Control started by achut.patil.

6:07 PM v_jasmine.modi: Acct ID 6111882625


6:07 PM achut.patil: As I understand correctly, your system is facing issue with virus infections and
need to Perform PC Tune up and Install am I correct?
6:07 PM achut.patil: Hello and Welcome to iYogi Technical services. My name is Achut. I will assist
you further.
6:08 PM v_jasmine.modi: Toll free # 1800 237 3901
6:09 PM Iran: yes
6:09 PM achut.patil: As I understand correctly, your system is facing issue with virus infections and
need to Perform PC Tune up and Install Microsoft Security Essentials. am I correct?
6:09 PM Iran: yes
6:09 PM achut.patil: Be relax, we are here for you and I assure you that by the end of this session
you concern will be resolved.
6:09 PM achut.patil: In order to perform above troubleshooting steps it may take 40-45 minutes.
The time factor depends upon the complexity of the issue. It is my assurance that your concern will
be resolved as soon as possible. I would request you to be in front of the computer while I work on it
as I might have to take permission from you for performing some critical steps or I might have to
give you some information, is it OK with you?
6:10 PM Iran: ok
6:10 PM achut.patil: Thank you.
6:10 PM achut.patil: Before moving to troubleshoot the issue, I am going to create restore point
using system restore so that if for any reason any thing result in any harmful effect, we would be
able to restore the computer in the current settings.
6:11 PM achut.patil: I have successfully created the System Restore Point.
6:11 PM achut.patil: Action Plan : In order to reslove your issue, we will do following things on your
computer.
1. We will do PC Tune-up.
2.We will remove infections and conflicting software.
3. We will install Microsoft Security Essentials.
4. We will install Support dock.
6:12 PM achut.patil: Now I will scan your system with Superantispyware.

6:12 PM achut.patil has sent a link: www.superantispyware.com

6:12 PM achut.patil: Now I am going to use Disk Cleanup utility. I would like to inform you that the
Disk Cleanup tool helps you to free up space on your hard disk by searching your disk for files that
you can safely delete. it contains :
Temporary Internet files.
Downloaded program files. For example, ActiveX controls and Java applets that are downloaded
from the Internet.
Empty the Recycle Bin.
Windows temporary files.

May I have your permission to remove them ?


6:13 PM Iran: yes
6:13 PM achut.patil: Thank you..

6:13 PM achut.patil has sent a link: www.superantispyware.com


6:13 PM achut.patil: Now I am going to optimize your browser. I would like to inform you that
Browser Optimization contains deletion of Temporary Internet Files, junk files, cookies, History and
Saved Password from internet explorer which would definitely enhance its functionality, but after
doing this you will lose the saved passwords, all previously visited websites on your internet explorer
and you will have to re-enter them while logging in any website. May I have the permission to delete
them?
6:15 PM Iran: yes
6:15 PM achut.patil: Thank you.
6:16 PM achut.patil: I am going to delete temporary files. I would like to inform you that temporary
files are unwanted files and If we delete them it will increase the performance of computer. May I
have your permission to delete them?
6:16 PM Iran: yes
6:16 PM achut.patil: Thank you.
6:18 PM achut.patil: I have removed the temp files,Optimized internet browser, and done the disc
clean up.
6:18 PM achut.patil: We need to install Support Doc Utility on your system through which you can
optimize performance of your system. It is free utility tool from Iyogi. May I have your permission to
download and install the same?
6:19 PM Iran: ok
6:19 PM achut.patil: thank you.

6:19 PM achut.patil has sent a link: http://iyogi.fileburst.com/SDSetup.exe

6:23 PM achut.patil: 8108372711424777


6:23 PM achut.patil: Now we will check for any conflicting security software. If found we will get rid
of it using Revo Uninstaller or from the Add remove programs, may I have your permission to
proceed?
6:23 PM Iran: yes
6:24 PM achut.patil: Thank you.
6:26 PM achut.patil: Not found any conflicting software.
6:27 PM achut.patil: Now we are going to download and install Microsoft Security Essential.
6:27 PM Iran: ok
6:27 PM achut.patil: I appreciate your patience.

6:33 PM achut.patil has sent a link: www.google.com

6:38 PM achut.patil: Now i will educate about the support dock.


6:38 PM Iran: ok
6:39 PM achut.patil: My iYogi : This is a Members’ Area widget available to every iYogi subscriber
that provides them quick access to the Subscription details, alongside an option to check on their
Billing history, Support contacts, access to Help / Feedback area, etc.

Live Help :This is an instant support connectivity option, wherein the user would just need to select
the closest match to a problem faced, and with just click of a button, he/she can get connected to an
iYogi tech expert.“No waiting in the IVR”

Push to Talk : Another one of the support solutions, PTT works as a quick Internet based callback
request solution.The customer would need to push just one button to receive a callback by an iYogi
tech expert in the next few minutes, at the number provided.“No waiting in the IVR”.

Smart PC Care : A part of the PC Optimization feature provided freely via Support Dock, SPC helps a
user perform a one-click PC tune-up of their system without having to go through multiple technical
steps. The tune-up scans, cleans and optimizes the disk space as well as system registry, removing
any malware too.

PC Support : The second half of the PC Optimization feature of Support Dock is the PC Support
(Maintenance) panel that provides some advanced technical utilities used for deeper
troubleshooting and maintenance of your system. Although it’s advisable to use these utilities only
in the presence of an iYogi technician, a tech-savvy user can utilize these small apps to further
enhance and tweak their system state.
6:39 PM achut.patil: Home Net Manager : This utility is a one-stop solution for adding and
managing the network devices present in a user’shome network–be it desktops, laptops, printers–
connected wirelessly or wired. HNM helps one quickly analyze the network setup, the security
options available on the various devices present in the network, the files/folders shared among
them, and to perform routine actions like Speed Test, Backing up Network profile / settings, etc.

Messages : A small and simple interface for an end-user to check out all direct communications from
iYogi, which could be regarding important updates, service changes, or just on a promotional level.

Green PC : A small and simple-to-use application that helps one save power / energy being
consumed by the computer, and managing those settings as per one’s own choice. If used
appropriately, the Green PC app can help one saveover $200 in a year.

Preferences : This option is specific to the Support Dock itself, and not any specific components. The
“Preferences” section helps one customize the look and feel of their SD, starting from the size and
magnification to the color, displayed components, label, and the View mode as well–whether Dock
view or Tablet View.
6:40 PM achut.patil: We have succecssfully installed Microsoft Security essentials.
6:40 PM achut.patil: now updating is going on.
6:42 PM achut.patil: I appreciate your patience.
6:45 PM achut.patil: We have successfully installed support dock.
6:46 PM achut.patil: We have done all the troubleshooting.
Is there anything else that I may assist you with?
6:47 PM Iran: no did you finish all redy
6:47 PM achut.patil: Yes.
6:47 PM achut.patil: Before ending the session I would like to give a quick brief of the issue and the
troubleshooting steps that I have performed to fix the issue.
6:47 PM Iran: ok
6:48 PM achut.patil: Summary:
In order to resolve the issue, the following tasks have been performed on your system
1. We have successfully performed PC Tune up.
2. We have installed Support dock.
3. We have installed instlled Microsoft Security Essentials.
System As a result your issue has been resolved successfully

6:48 PM achut.patil: Is that fine with you?


6:49 PM Iran: yes
6:49 PM achut.patil: Thank you for using iYogi Technical services. I hope you are satisfied with our
technical support. For any feedback please mail us at [email protected]
6:49 PM achut.patil: Thanks a lot for choosing iYogi Technical Support.

I am glad i was able to resolve the issue. Request you to please fill in the survey form so that we can
understand we were able to resolve the issue

Thank you for choosing iYogi


Good Karma !
6:49 PM achut.patil: Now you can close the chat session by clicking the "X" button.
6:50 PM achut.patil: That is support dock tool bar.

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