A problem is preventing the troubleshooter from starting- Windows 7
I cannot connect to the internet with my laptop while I can connect with an identical laptop. I get "A problem is preventing the troublshooter from starting" error when I try to run diagnose connection problems.
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You are seeing the effects of a hijackware infection and/or a W32/Alureon-variant rootkit infection. Since you waited about a week before activating Norton 306, chances are the application has NEVER worked/protected your computer properly (especially since
KB977165 [Mar-10] is not installed). See...
Back-up any personal data (none of which should be considered 100% trustworthy at this point) then format the HDD & do a clean install of Windows. Please note that a Repair Install (AKA in-place upgrade) will NOT fix this!
NOTE: If your computer didn't come with a set of disks, there will be a hidden Recovery partition (not to be confused with System Restore) you would use to do the clean install (AKA a "destructive recovery").
After the clean install, you will have the equivalent of a "new computer" so take care of EVERYTHING on the following page BEFORE otherwise connecting the machine to the internet or a local network (i.e., other computers) AND BEFORE connecting a
flash drive, SDCard, or any other external drive to the computer:
VERY IMPORTANT!! => The Norton free-trial will be reinstalled (but invalid) when Windows is reinstalled. You MUST uninstall the free-trial AND download/run the Norton
Removal Tool BEFORE installing any updates AND BEFORE installing your new anti-virus application (e.g., Microsoft Security Essentials - free).
If these procedures look too complex - and there is no shame in admitting this isn't your cup of tea - take the machine to a local, reputable and independent (i.e., not BigBoxStoreUSA or Geek Squad) computer repair shop.
Wish I'd had better news for you, especially at Christmas. Good luck!
~Robear Dyer (PA Bear) ~ MS MVP (IE, Mail, Security, Windows & Update Services) since 2002 ~ Disclaimer: MS MVPs neither represent nor work for Microsoft
-- ~Robear Dyer (PA Bear) Microsoft MVP (Windows Client) since October 2002
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