| The 'solution' was ...
Jaki was able to access Windows via Safe Mode so I had her create a new User account and boot into that to test it (a repair install was out because the installer CD couldn't be found).
That worked fine so the problem lay within her original User account - something corrupted - not easy for me to fix remotely, perhaps - lots of command-line rebuilding - not too many Windows users would be happy or confident doing that 'in the dark'.
Workaround - I decided to stay with the new User profile and I was allowed access to the laptop remotely to pull all the Documents, etc. over to the new account - as luck would have it, the PC uses AOL so hardly any more needed to be done for email, address books, etc..
Whilst I was 'in' the laptop, I added some extra passive security, ran a major cleanup and added a Backup program - Jaki, that's your next job - get your data safely stored away from that machine - then give it a defrag!
It was a pleasure to work with you, Jaki - you instinctively knew not to interrupt me, which made it easy for me to make progress. I hope you can remember some of the things I showed you - a lot of it will be useful for future PC 'housekeeping'.  |