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cookystars
1 Copper

maybe have a virus but can't even get as far as a virus scan to check!!!

If anyone out there can help me I will owe them my life! My studio 1535 is only 8 months old and for the past 2 weeks I have been unable to do anything. Once it has started up, any application I try to go into freezes. It does it wil Media centre, Itunes, Media Player, Mozilla...and Mcafee! Everything freezes and I can't do a thing to get out of it except press and hold the on off button which i know is a bad thing - it will always offer me the safe mode when i then try to restart. If that happens it takes me two or three times to get back to my desktop since it will take me back to the exact same place as before. Aargh! I've done all the hardware diagnostics I can and so its not that. reading through other articles it sounds like a virus but I can't even run McAfee to try and fix it! Any help that would save the files on my computer would be amazing!

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3 Replies
Bugbatter
6 Gallium

Re: maybe have a virus but can't even get as far as a virus scan to check!!!

Try scans with these two programs in the following order: (You may need to use Safemode with Networking to get the downloads  and  run the scans. ** See additional instructions below.)

Please disable other security software that may cause conflicts with the scans. (Don't forget to enable it afterward.)

Instructions on how to do that are HERE.

Please download to your desktop Malwarebytes' Anti-Malware from Here or Here 

Double Click mbam-setup.exe to install the application.

  • Make sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.
  • If an update is found, it will download and install the latest version.
  • Once the program has loaded, select "Perform Quick Scan", then click Scan.
  • The scan may take some time to finish,so please be patient.
  • When the scan is complete, click OK, then Show Results to view the results.
  • Make sure that everything is checkedPhotobucket
    Click Remove Selected.
  • When disinfection is completed, a log will open in Notepad and you may be prompted to Restart.(See Extra Note)
  • The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.

Extra Notes:
If MBAM encounters a file that is difficult to remove,you will be presented with 1 of 2 prompts,click OK to either and let MBAM proceed with the disinfection process,if asked to restart the computer, please do so immediately.
** If you are unable to download or install MBAM on your computer, see if you can use a friend's or family member's computer to download MBAM. Use this update link here to manually download the update. Once downloaded, rename the program installer "mbam-setup.exe" file to something else like "catchjunk.exe". Copy the installer file and the update file to a CD or flash drive. Transfer the file to the infected computer. Install the "catchjunk.exe" file, then run the update so that you will have the current definitions. After that, run a full system scan and select to have the program REMOVE whatever it finds.

**If you need to re-install MBAM but encounter issue in re-installing, try using the MBAM Cleanup Utility by downloading it from http://www.malwarebytes.org/mbam-clean.exe

 

Download and scan with Super Anti-Spyware Free for Home Users. It is available HERE:
*Double-click SUPERAntiSypware.exe and use the default settings for installation.
* An icon will be created on your desktop. Double-click that icon to launch the program.
* If asked to update the program definitions, click "Yes". If not, update the definitions before scanning by selecting "Check for Updates". (If you encounter any problems while downloading the updates, manually download and unzip them from here.)
* Under "Configuration and Preferences", click the Preferences button.
* Click the Scanning Control tab.
* Under Scanner Options make sure the following are checked (leave all others unchecked):

Close browsers before scanning.
Scan for tracking cookies.
Terminate memory threats before quarantining.

* Click the "Close" button to leave the control center screen.
* Back on the main screen, under "Scan for Harmful Software" click Scan your computer.
* On the left, make sure you check C:\Fixed Drive.
* On the right, under "Complete Scan", choose Perform Complete Scan.
* Click "Next" to start the scan. Please be patient while it scans your computer.
* After the scan is complete, a Scan Summary box will appear with potentially harmful items that were detected. Click "OK".
* Make sure everything has a checkmark next to it and click "Next".
* A notification will appear that "Quarantine and Removal is Complete". Click "OK" and then click the "Finish" button to return to the main menu.
* If asked if you want to reboot, click "Yes".

If that does not fix the problem, it might be good to post a log for review on the Malware Removal Forum.

Be sure to read instructions at the top of the forum.

 


Windows Insider MVP 2016 -

Microsoft MVP - Consumer Security 2006-2016

Social Media and Community Professional

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cookystars
1 Copper

Re: maybe have a virus but can't even get as far as a virus scan to check!!!

Thanks for this. I downloaded bothon a clean computer and used a memory stick to run them on my infected laptop. The first one worked - but found no spyware at all. The second one you mentioned just won't install, the microsoft installer freezes during the set up process so I can't get as far as running this! I even tried downloading the AVG anti virus software as an afterthought and again,it froze during the set up. Any further thoughts??

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Bugbatter
6 Gallium

Re: maybe have a virus but can't even get as far as a virus scan to check!!!

Please remove ONE of those anti-virus programs. Next, try this:

Please download DrWeb-CureIt & save it to your desktop. DO NOT perform a scan yet.

Reboot your computer in SAFE MODE using the F8 method. To do this, restart your computer and after hearing your computer beep once during startup (but before the Windows icon appears) press the F8 key repeatedly. A menu will appear with several options. Use the arrow keys to navigate and select the option to run Windows in "Safe Mode".

Scan with DrWeb-CureIt as follows:

  • Double-click on cureit.exe to start the program. An "Express Scan of your PC" notice will appear.
  • Under "Start the Express Scan Now", Click "OK" to start. This is a short scan that will scan the files currently running in memory and when something is found, click the Yes button when it asks you if you want to cure it.
  • Once the short scan has finished, Click Options > Change settings
  • Choose the "Scan tab" and UNcheck "Heuristic analysis"
  • Back at the main window, click "Select drives" (a red dot will show which drives have been chosen)
  • If not given a choice select "custom scan".
  • Then click the "Start/Stop Scanning" button (green arrow on the right) and the scan will start.
  • When done, a message will be displayed at the bottom advising if any viruses were found.
  • Click "Yes to all" if it asks if you want to cure/move the file.
  • When the scan has finished, look if you can see the icon next to the files found. If so, click it, then click the next icon right below and select "Move incurable".
  • (This will move it to the C:\Documents and Settings\userprofile\DoctorWeb\Quarantine folder if it can't be cured)
  • Next, in the Dr.Web CureIt menu on top, click file and choose save report list.
  • Save the DrWeb.csv report to your desktop.
  • Exit Dr.Web Cureit when done.
  • Important! Reboot your computer because it could be possible that files in use will be moved/deleted during reboot.
  • After reboot, post the contents of the log from Dr.Web in your next reply. (You can use Notepad to open the DrWeb.cvs report)

 


Windows Insider MVP 2016 -

Microsoft MVP - Consumer Security 2006-2016

Social Media and Community Professional

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