REMOVING VIRUS

[DEAN1952]

I got this new laptop, which I love, four weeks ago. I did NOT create a restore point right off, nor install my Malwarebytes and Avast, till AFTER the problem. Here's the problem: FILE EXPLORER DOES NOT RESPOND. When I open it, I cannot access any of the files. It says "working on it" and up above "File Explorer Not Responding". I trust I have picked up a virus. I have paid SO MUCH MONEY taking my computers to a guy to get this stuff removed in the past and will have to do it again UNLESS YOU CAN HELP ME. How can a bright-but-not-tech-trained fellow like myself remove this kind of junk on my own?

[WAWood]

@DEAN1952 

My guess, based on your description, is that this is NOT a virus infection, but rather, something else wrong with this new PC.

You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet to check out the problems.

If they are unable to fix your PC, then you need to explore what options you have to get it replaced under the warranty.

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1
If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html
NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!
If you have trouble finding a phone number, then try: 1 (650) 857-1501. Tech Support's number is 1 (800) 474-6836.