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Asked on 20/11/2002, 9:50

I have a compaq presario desktop, model 4112. I keep getting a black screen on startup that says it can't find system.ini files, then a window that says it can't find ac97 audio controller that will be shut down. I can't seem to install certain programs because it can't find .dll file (msvbvm60.dll). I recently took my computer in to be serviced and cleaned. They cleaned out windows 95 and installed windows 98, that is when this all started. I just want to get this running well enough for my kids to be able to surf the internet. What do I need to do, and can I do it for free? Don't want to throw money into a computer that isn't worth it!

Reply Posted on 21/11/2002

Dear User,

It sounds like when you took your PC in to be serviced and cleaned, that during the upgrade to Windows 98 the service personell accidently deleted or damaged some essential files to make Windows run properly.

You have a couple of options to correct this problem.

Firstly, the service center that upgraded your PC may fix the problem for free since it appears as though they caused the problem. This depends upon your contract with them and if you have a service plan with the company.

If your PC is under 12 months old, it should still be under warrentee from either Compaq or the dealer/supplier that sold you the PC. In this case, I would recomend contacting the company that sold you the PC in order to arrange for a free replacement or a repare.

If you can do neither of the above, then it would be down to you to fix the PC yourself. Luckily, in the case of Compaq PC's this is quite a simple task.

Unfortunately, it sounds like your existing Windows setup is damaged and can not be repaired. The option that is left to you is to completely re-install your computer from scratch.

This will completely erase ALL information from your PC, including personal files, work, pictures, music, favourites, etc. You need to make sure that anything you wish to keep is coppied onto Floppy disk or burned onto a CD.

Next, you need to find a CD that should have come with your PC. It will be labeled "Compaq QuickRestore", usually Dark Blue with the Red compaq logo.
Insert this CD into your computer and reboot/switch on.

You should see the Compaq Quick Restore program on screen after a few seconds. Follow the simple instructions in your program to completely re-install your PC.
The entire process takes between half an hour and one hour, during which time you shouldn't switch off your PC. It will restart it's self several times and finally ask you to remove the CD. It is advisable to remain near your computer at this time in order to provide any information it asks you for.
It will only ask for simple information such as your machines serial number, found on the side or the back of the PC.

If you need further help with this process, you can either contact Helpforce by replying to this email or by phoning the Compaq support number which is: 0891 518140 (charged at 50p per minute.)

Hope this helps!

If you have any further questions or do require further assistance, please do not hesistate to reply to this email. Please include all previous emails so that we may more easily track your problem.

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