Ticket #69421
Courtney · Dell laptop - possible virus
Update customer portal
Changes here are what the customer sees. The customer is only sent their link when you press Publish.
Prefilled from the ticket subject — clean it up to what the customer should see.
TechSuite summary (internal — not shown to the customer)
DIAGNOSTIC SUMMARY - Ticket 69421 (Courtney Thompson) CRITICAL ISSUES: - System File Checker failed to start repair service - Windows Resource Protection unavailable. This indicates potential system file corruption or WRP service failure that needs investigation. - Recent app crashes detected (13 instances) - Multiple application failures logged. Review crash logs for patterns or specific problematic applications. NOTABLE FINDINGS: - View HDD SMART Info returned "No drivers were found on this system" - This is abnormal and suggests either SMART monitoring driver is missing or not properly installed. Hard drive health cannot be properly monitored without this. - Disk space usage appears normal across all drives (C: 952GB capacity, D: 81GB capacity, E: 849GB capacity with remaining free space). OTHER OBSERVATIONS: - System time sync completed successfully - Restore point created successfully - Most diagnostic tools returned incomplete or unreadable output (CSS framework data instead of clear results) RECOMMENDATION: Investigate the missing SMART driver and reinstall if needed to enable proper hard drive health monitoring. Troubleshoot System File Checker failure - may require boot into Safe Mode or Windows Recovery Environment. Review Event Viewer for details on the 13 recent app crashes to identify if they are isolated incidents or symptomatic of a larger issue.
Options are shown to the customer as a ladder: your Recommended pick first, then the rest priciest to cheapest, with the Minimum last. Most options need no label at all — the price and your description carry them. Only one option should be Recommended.
Save stores your work on the customer portal without notifying anyone. Preview saves, then shows you exactly what the customer will see. Publish locks it in, posts the quote to the RepairShopr ticket, and sets it to Quote Ready so the customer gets their link.
Photos of the device as it came in — pre-existing damage, condition, anything worth a record. These appear to the customer as soon as they upload. Remove one if it shouldn't be there.
Ticket
- RepairShopr ID
- 116641237
- Customer
- Courtney
- Phone
- (910) 478-6227
- Primary issue
- Dell laptop - possible virus
- RepairShopr status
- —
- TechSuite report
- Detected
- Approval
- Approved
Customer portal link
https://status.thecomputerwarriors.com/repair/69421
RepairShopr sync log
A log of portal activity and RepairShopr sync for this ticket.
- techsuite report
TechSuite report received and distilled. Procedure: CW General Diagnostics Report specs fetched: yes Drafted customer results + 7 metric row(s).
- status update
RepairShopr ticket status update requested: Customer Reply
- approval
Customer Approved Repair Through Portal Approved option: Recommended Approved price: $125.00 Customer-facing summary: We recommend a virus removal and tune-up for your laptop. This clears out any remote access programs we find and repairs any damage left behind from removing them. Approval timestamp: September 1, 2026 at 12:13 PM EDT Next recommended RepairShopr status: Customer Reply
- status update
RepairShopr ticket status update requested: Quote Ready
- options published
Repair Options Published to Customer Portal 1. Recommended — $125.00 Customer notified: No
- update published
Published to the customer portal. Repair Portal Update Published Customer-facing status: Checked In Customer-facing diagnostic summary: Your laptop was able to start up and repair its own operating system. A virus scan found several copies of a program called ScreenConnect, which allows someone to remotely access and control a computer. Legitimate tech support companies use this same program, so most security scans don't automatically flag it as a virus. We can remove ScreenConnect, but depending on how deeply it's embedded in your system, removing it could damage the operating system. If we can't repair the operating system using normal methods, we would need to perform a clean install of Windows, moving over your important data but not your programs and applications. Customer-facing recommendation: (none) TechSuite report detected: No Diagnostic report visible to customer: No Customer notified: No
- options published
Repair Options Published to Customer Portal 1. Recommended — $125.00 Customer notified: No
- update published
Saved to the customer portal (not published — RepairShopr not notified). Repair Portal Update Published Customer-facing status: Checked In Customer-facing diagnostic summary: Your laptop was able to start up and repair its own operating system. A virus scan found several copies of a program called ScreenConnect, which allows someone to remotely access and control a computer. Legitimate tech support companies use this same program, so most security scans don't automatically flag it as a virus. We can remove ScreenConnect, but depending on how deeply it's embedded in your system, removing it could damage the operating system. If we can't repair the operating system using normal methods, we would need to perform a clean install of Windows, moving over your important data but not your programs and applications. Customer-facing recommendation: (none) TechSuite report detected: No Diagnostic report visible to customer: No Customer notified: No
- portal created
Repair Status Portal created. Customer Repair Status URL: https://status.thecomputerwarriors.com/repair/69421 This page will be used for computer repair status updates, diagnostic summaries, repair recommendations, and customer approval tracking.