[bobbiepc]

To save me lots of troubleshooting research, I am reaching out to all of you.
I was asked to help set up zoom on a client’s PC so she could do a virtual presentation. As I was starting to do this, a call came in as a request to do a trial run. I opened a link sent to her Gmail to join a meeting. The page suggested we download Zoom (her PC has significant issues), and it wouldn’t download. I clicked on the available option that was there when it said if zoom wouldn’t download. The presenter came on the screen, but the picture was in black and white. Our image popped up in the corner, but the image looked straight out of Halloween! Nearly black and white images, I had green lips, and the audio was garbled. The presenter said our images were fine at her end, but the audio wasn’t. I tried playing around a bit but didn’t go into the settings.

She has a window’s based system. Sorry if this is sketchy, just going on memory of what happened. Do I need to go into her settings and make changes? I confess I have no experience with zoom.

Any suggestions would be great.

[TeamKomando:John]

Hello bobbiepc,

You need to determine the main issue first, if the computer is unable to download and install a program then something is really wrong. I would start off by checking if the computer has any free space, then running an antivirus scan. Alternatively you could initiate a reset of the operating system and that should fix things. Once you have the program installed check to see if you are experiencing the same issues regarding color.

Free Antivirus, Free Anti Malware.

[bobbiepc]

Thanks for your reply. My issue is that this is not my PC, so I am hesitant to do much. The PC has issues as her homepage was hijacked, but I was able to fix that. Should I just try and download zoom from the main site and set up an account for her? Could that be part of the problem?

I saw a link for free Antivirus and Anti Malware. Were you making these recommendations?

Thanks much!

[TeamKomando:John]

Hello boobbiepc,

I was making those recommendations because I suspected some type of infection on the computer, the hijacked home page confirms my suspicion.

The owner of the computer really needs to backup any data they care about and perform a re install or reset of the Windows operating system.

[Author]

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