Ticket #69473
Jeff · Acer 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 69473 (Jeff Brooks) CRITICAL ISSUES FOUND: - System File Checker failure: Windows Resource Protection could not start the repair service. This indicates potential system file corruption or WRP service malfunction that needs immediate attention. - Recent app crashes detected: 237 app crash events recorded. This is a significant number suggesting either unstable software, driver conflicts, or system stability issues. - HDD SMART information unavailable: "No drivers were found on this system" reported during View HDD SMART Info check. Cannot verify drive health status - storage controller drivers may be missing or misconfigured. NOTABLE FINDINGS: - Storage configuration: System has dual drives (C: 237GB NTFS, D: 60GB exFAT). C: drive capacity appears reasonable but D: drive exFAT partition is relatively small - verify if intentional. - Most other diagnostic scans returned incomplete or unreadable output (CSS formatting data instead of results). This suggests potential issues with the diagnostic tool output or system reporting. RECOMMENDATIONS: - Investigate why System File Checker cannot access WRP service - may require safe mode boot or system repair - Review recent app crash logs to identify problematic applications or drivers - Verify storage controller drivers are properly installed and functioning - Re-run diagnostics to obtain clear tool output for all scans
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
- 116931267
- Customer
- Jeff
- Phone
- (708) 214-3113
- Primary issue
- Acer laptop possible virus
- RepairShopr status
- —
- TechSuite report
- Detected
- Approval
- Approved
Customer portal link
https://status.thecomputerwarriors.com/repair/69473
RepairShopr sync log
A log of portal activity and RepairShopr sync for this ticket.
- status update
RepairShopr ticket status update requested: Customer Reply
- approval
Customer selected a Protection Plan with their repair: Gold — $139.95/yr. Collect at pickup: $150.00 repair + $25.00 one-time setup + $139.95 first plan payment (annual) = $314.95 total.
- approval
Customer Approved Repair Through Portal Approved option: None Approved price: $150.00 Customer-facing summary: We can remove the remote-access software and adware we found from your laptop. As part of either a monthly or yearly protection plan, we'll also run a system tune-up and install our anti-virus software to help keep it protected going forward. Approval timestamp: September 15, 2026 at 2:27 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 — $354.95 2. None — $150.00 3. Minimum — $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 Acer laptop has been crashing or closing programs unexpectedly quite often — we counted 237 of these incidents over the past month. Your laptop did not fully shut down or show an error screen during any of these. The hard drive itself is in good working order. Your laptop also has less memory than we'd recommend for smooth everyday use. We did not find a specific virus, but we did find remote control software that hackers could use to control your computer, along with adware that has been loading popups onto your computer. Customer-facing recommendation: (none) TechSuite report detected: Yes Diagnostic report visible to customer: Yes Customer notified: No
- options published
Repair Options Published to Customer Portal 1. Recommended — $354.95 2. None — $150.00 3. Minimum — $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 Acer laptop has been crashing or closing programs unexpectedly quite often — we counted 237 of these incidents over the past month. Your laptop did not fully shut down or show an error screen during any of these. The hard drive itself is in good working order. Your laptop also has less memory than we'd recommend for smooth everyday use. We did not find a specific virus, but we did find remote control software that hackers could use to control your computer, along with adware that has been loading popups onto your computer. Customer-facing recommendation: (none) TechSuite report detected: Yes Diagnostic report visible to customer: Yes Customer notified: No
- techsuite report
TechSuite report received and distilled. Procedure: CW General Diagnostics Report specs fetched: yes Drafted customer results + 7 metric row(s).
- portal created
Repair Status Portal created. Customer Repair Status URL: https://status.thecomputerwarriors.com/repair/69473 This page will be used for computer repair status updates, diagnostic summaries, repair recommendations, and customer approval tracking.