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how can i help her

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my moms computer is messed up , very very slow to load on granddaughters destop and wont load on hers at all ,it just turns black and lots of writing something about physical memory dump and has a countdown and i haft to shut the computer down myself.
she cant get online at all.
so my question is how can i help her if she cant get online, i was gonna just download everything and take it over there get hijack log file and come back and post it and keep doing that. is there an easier way than running back and fourth , i dont wont to haft to bring all her stuff over here and hook it up.
i know shes got

spyware stormer
powerscan 1.1

so far thats all i know of.
shes got norton antivirus but it dosent pick any of this up.
i know shes only got service pack 1.
and has a dell computer.

thanks angela
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