i tried to instruct a family member by phone how to load avast and other programs from a website i got mine from. She checked for other anti virus software there were none she the proceeded to scan her computer and download avast. her computer said there were 15 items that needed to be dealt with and she picked the recommendation. it then said there were 4 items that wouldnt do what the others did so it recommendation she delete them. she did that the restarted her computer. now she has a blank black screen that says system error and gives her 2 options. 1 she can start windows normally. when this is done it takes her right back to same blank screen. 2 start system repair when this is done it does nothing at all. she has tried everything she can think of she can not do anything and she cant get into safe mode either.
You are in the right place, but…this wont work this way, imo. You need to be able to access the PC to run specialized tools (which of course you would need a functional PC to download to begin with).
There is just no way to accomplish this reliably through 2 degrees of separation, i.e., you acting as a relay over the phone between our resident expert and the victim.
So you need to either get to this PC yourself…or get her online here via a functional PC…either way, this is the guide to get you started if you can manage either of those.>>http://forum.avast.com/index.php?topic=53253.msg451454#msg451454
great will be taking my computer with me when i go to hers 2mrw i might need some help then. how do i do anything if the computer will not do anything what would be first step
We could work outside of windows. Please print these instruction out so that you know what you are doing
[*]Download OTLPENet.exe to your desktop
[*]Download the attached scan.txt to a USB drive
[*]Ensure that you have a blank CD in the drive
[*]Double click OTLPENet.exe and this will then open imgburn to burn the file to CD
[*]Reboot your system using the boot CD you just created.Note : If you do not know how to set your computer to boot from CD follow the steps here
[*]As the CD needs to detect your hardware and load the operating system, I would recommend a nice cup of tea whilst it loads 
[*]Your system should now display a Reatogo desktop.Note : as you are running from CD it is not exactly speedy [*]Double-click on the OTLPE icon.[*]Select the Windows folder of the infected drive if it asks for a location
[*]When asked “Do you wish to load the remote registry”, select Yes[*]When asked “Do you wish to load remote user profile(s) for scanning”, select Yes
[*]Ensure the box “Automatically Load All Remaining Users” is checked and press OK
[*]OTL should now start
[*]Drag and drop this attached scan.txt into the Custom scans and fixes box, or double click the scan box
[*]Press Run Scan to start the scan.
[*]When finished, the file will be saved in drive C:\OTL.txt
[*]Copy this file to your USB drive if you do not have internet connection on this system
[*]Right click the file and select send to : select the USB drive.
[*]Confirm that it has copied to the USB drive by selecting it
[*]You can backup any files that you wish from this OS
[*]Please post the contents of the C:\OTL.txt file in your reply.