Brand new PC. From the very beginning I had trouble access the HP files (troubleshooting, learning documents etc) just got a lot of jibberish, Also, my HP analysis would get stuck at downloading updates. I was on chat with HP. They had be backup all of my files. I did so on an external hard drive and 2 CDs. Then they had me restore the HD to factory conditions. Now the original issue is resolved, but I cannot open any of my saved files except the jpgs. The file extension is WIM and is not recognized. Can anyone help. Tried the chat again, but I'm not sure they know what they are doing.!!