Restore assistance required (I think)

[Leevis]

Hi All

Hope someone out there can help me.

My daughter has a laptop running Windows 8 which I bought from PC World at Christmas 2013.

Somehow she managed to download a virus and has attempted a restore somehow.

The laptop works but it would appear that she has lost Word, Excel and a few other programs.

I have been looking on the internet to try and find a way of sorting this out but haven't really got very far.

The disks are somewhere but for the life of me I cannot find them. Also there is no code underneath the laptop (there is a win8 sticker though).

Everything I have read seems to point to the fact that there should be a key on the underside which there is not.

I have downloaded belarc advisor which I have used in the past to track keys but it is not there for Word etc

Anyone know what I can do????

Help please

thanks

 

L

[KenB]

Hi Leevis and welcome to ExTS :)

 

and has attempted a restore somehow.

Was this a System Restore ?

 

she has lost Word, Excel

This is part of Windows Office suite of software.

You will need to find the disk otherwise this is an expensive loss :(

[ Unless it is just the Desktop icons that have gone ? ]

 

there is no code underneath the laptop

Win 8 and 8.1 does not need a Product Code as this is stored in the BIOS on installation.

 

Take a look here - click here - and follow Starbuck's instructions.

Post the logs back here please.

You may need to use a couple of posts as there is a character limit on each post.

 

Any problems with the above - just ask.

[Leevis]

I believe (and I cant be too sure) that she did a refresh. When it finished there was a list of programmes that were uninstalled and the office stuff was on there. I will have another look as I am sure they are hiding somewhere in the house. I think that Windows is fine (from what I have seen) just office that has disappeared (uncool)

Many thanks for your help, I will look again and hope they turn up, if not I will have to break the bank and get another copy. Do you know how this works with Vendors (in this case PC World) can I contact them a get a copy (are they obliged to check and send one?) I doubt it but worth asking (it cost enough).

L

[KenB]

she did a refresh. When it finished there was a list of programmes that were uninstalled

This doesn't really explain why Office and any other installed software has disappeared.

Refreshing Win 8 should preserve installed software, photos etc.

 

Recycle or Restart from the same screen does a factory reset. You would lose installed software, photos etc.

Is this the case ?

 

. I think that Windows is fine

If you have had a virus - as you suspect - then you really need one of our experts to take a look at your system.

Post the logs .....better to be sure :)

 

Do you know how this works with Vendors (in this case PC World) can I contact them a get a copy (are they obliged to check and send one?)

I doubt that you would get anywhere with PC World.

 

Download Magic Jellybean from here - click here - use the FREE option.

When installing select the "Custom Install" and uncheck the option to install the other software.

Run it.

It should find the Office Product Code - if it is on the system.

If, as I suspect, the system has been restored then it will not find it.

 

There is a free option to Office - Open Office - click here - this is totally free and compatible with MS Office.

You can have both on your system at the same time.

 

If you can locate the Product Code then it will be possible to use somebody else's disk to reinstall - using your own Product Code.

 

EDIT:

Just found another option - click here

There is an option to re-install Office here ......but you will need the Product Code

 

Also found this which may prove useful - click here

[Ray1000]

Hi Lee,

 

There's nothing to lose by speaking to PC-World ... if it is local to you then take the laptop in, preferably with the receipt, I'm sure they will identify the how it differs from the day you bought it.

 

Did they install MS Offiice (2010) for you before it left the shop and supply you with the discs?

 

Ray