no connection

[ivanoe]

HELP.i am unable to get anything on my screen I click on a programme amazon  ebay anything  and all I get

  Hmm we cant reach this page, refresh page I do that and get the same thing.
 I recently installed avira antivirus but I didn't. care for it so thought I would uninstall it. three days later I am still trying
  do you think this could be the problem .and what can I do.  hope someone can help.
  I am on windows10

[SuperDave]

Hello and welcome to Computer Hope Forum. My name is Dave. I will be helping you out with your particular problem on your computer.

1. I will be working on your Malware issues. This may or may not solve other issues you have with your machine.
2. The fixes are specific to your problem and should only be used for this issue on this machine.
3. If you don't know or understand something, please don't hesitate to ask.
4. Please DO NOT run any other tools or scans while I am helping you.
5. It is important that you reply to this thread. Do not start a new topic.
6. Your security programs may give warnings for some of the tools I will ask you to use. Be assured, any links I give are safe.
7. Absence of symptoms does not mean that everything is clear.

If you can't access the internet with your infected computer you will have to download and transfer any programs to the computer you're using now and transfer them to the infected computer with a CD-RW or a USB storage device. I prefer a CD because a storage device can get infected. If you use a storage device hold the shift key down while inserting the USB storage device for about 10 secs. You will also have to transfer the logs you receive back to the good computer using the same method until we can get the computer back on-line.
*************************************************************************
Please download MiniToolBox to Desktop and run it.



Checkmark the following boxes:

• Flush DNS
• Report IE Proxy Settings
• Reset IE Proxy Settings
• List content of Hosts
• List IP Configuration
• Lst Last 10 Event Viewer Errors
• List Users, Partitions and Memory Size
[/b]

Click Go and copy/paste the log (Result.txt) into your next post.

[ivanoe]

 DAVE.   Hope this is what you want. took me ages get there, I don't know what or how to down load this to a disc ,need more help please

[attachment deleted by admin to conserve space]

[SuperDave]

The connection looks ok. What browser are you using, Edge? You do know that Win 10 comes with its own AV called Windows Defender. If you're going to use another AV make sure WD is disabled.

[ivanoe]

Thanks Dave.  yes I am using edge. windows defender is off. apparently it turns itself off when you put another AV on,
the information you are getting now is all  coming from my laptop, I don't know how to download mini tool box to a disc so I can put in my infected pc, if you can show me that would be great.

[SuperDave]

If you can get on using this computer just download the program to your desktop. If not, download it to another computer and burn a data disc or put it on a USB memory stick and transfer it to the other computer.

[ivanoe]

Sorry its' been a while Dave. But I have been on to my ISP and they have checked my connection, and they say there isn't problem
at their end. They think it is in my home, so I am checking that. all I am getting is, no internet connection. Or if I go on google that 
comes up ok.  if I then click on say amazon, after about 30 seconds of looking at a white page ,a notice comes up no  connection, amazon took to long to respond. That. comes up on every web site I go .all the lights on my router are lit up ,but the internet light on my pc
is yellow meaning no internet connection.so I am confused..
as to downloading mini tool box to a usb device. I don't/ know how. When I follow your link.it doesn't' give me that option it just loads
and then run. How do i put that on a disc or usb stick.
Sorry to keep bothering you but without people like you where would people like me be.

thanks  frank

[ivanoe]

Morning again Dave  been playing about got some logs no idea if they are any good but I will keep trying.

[attachment deleted by admin to conserve space]

[SuperDave]

That is the log but it is not complete.

[ivanoe]

sorry again Dave,  laptop acting up as well got a telecom guy coming from Sky today to check my connections, will keep you posted.
thanks for your patience

[ivanoe]

Good Morning  DAVE. sorry its' been so long, got a bit fed up with it all.  for a while.  Had to take it to the shop, for repair .it turned out there was traces of antivirus  Commodore left on from long ago , so that meant I had three antiviruses on .anyway that was sorted. but I am still not happy.
many times I click on some website and after about a minute I get a white screen and a message saying  (whoops we cant seem to find this page.
and some times I click on google it sends me to the page I want ,I pick a site at random and get the same message. is there anyway of servicing my pc like a car. Go through everything and start again. I would do it myself but I don't' know what I am doing. any suggestions would greatly received.

  Thanks once again for all your help.

[SuperDave]

is there anyway of servicing my pc like a car.

Sure, just bring it in next Monday.lol. I'm too far away for that. Let's run some scans to see what's on that computer.
Please download AdwCleaner by Xplode onto your Desktop.

Before starting AdwCleaner, close all open programs and internet browsers, then double-click on the AdwCleaner icon.



If Windows prompts you as to whether or not you wish to run AdwCleaner, please allow it to run.
When the AdwCleaner program will open, click on the Scan button as shown below.



AdwCleaner will now start to search for malicious files that may be installed on your computer.
To remove the files that were detected in the previous step, please click on the Clean button.



AdwCleaner will now prompt you to save any open files or data as the program will need to reboot the computer. Please do so and then click on the OK button. AdwCleaner will now delete all detected adware from your computer. When it is done it will display an alert that explains what PUPs (Potentially Unwanted Programs) and Adware are. Please read through this information and then press the OK button. You will now be presented with an alert that states AdwCleaner needs to reboot your computer.
Please click on the OK button to allow AdwCleaner reboot your computer.A log will be produced. Please copy and paste this log in your next reply.
*********************************************
Please download Malwarebytes Anti-Malware from here.
Double Click mbam-setup.exe to install the application.

• It should update automatically if the computer is connected to the internet.
• Click on Threat Scan and click on Scan Now.
  
• The scan may take some time to finish,so please be patient.
• When the scan is complete make sure all the infections have "quarantine" selected in the Action box.
  
• Click on "Apply actions" You may be asked to Restart your computer to completely remove the infections.
  
• When disinfection is completed you can click on "Copy to Clipboard".
  
• Paste the log in you next reply (CTRL+ V)

*************************************************
Please download Junkware Removal Tool to your desktop.

•Warning! Once the scan is complete JRT will shut down your browser with NO warning.

•Shut down your protection software now to avoid potential conflicts.

•Temporarily disable your Antivirus and any Antispyware real time protection before performing a scan. Click this link to see a list of security programs that should be disabled and how to disable them.

•Run the tool by double-clicking it. If you are using Windows Vista or Windows 7, right-click JRT and select Run as Administrator

•The tool will open and start scanning your system.

•Please be patient as this can take a while to complete depending on your system's specifications.

•On completion, a log (JRT.txt) is saved to your desktop and will automatically open.

•Copy and Paste the JRT.txt log into your next message.
**********************************************************
Download Security Check by screen317 from the following link and save it to your desktop.

Security Check

* Double-click Security Check.bat
* Follow the on-screen instructions inside of the black box.
* A Notepad document should open automatically called checkup.txt
* Post the contents of that document in your next reply.

Note: If a security program requests permission from dig.exe to access the Internet, allow it to do so.

[ivanoe]

Morning Dave here are three logs. the malware one I cant, find I ran the program saved to clipboard but I cant find the clipboard. According to google it no longer exists in windows 10.anyway I hope you have some luck with the logs. I also have a problem with a antivirus called Bitdefender.
I cant get rid of it.tried allsorts including its 'own uninstall tool no go.it pops up every 5 minutes and takes up a third of the page its' driving me crazy.
it is not on my pc I have tried programmes and features/  revo / c cleaner. it is not to be found.please see what you can do.

  thanks Dave.

[attachment deleted by admin to conserve space]

[SuperDave]

Please do not attach your logs unless absolutely necessary. Copy and paste them in your reply(ies)
The Security log shows you're running three AV's on your computer. Two will have to be disabled. Windows Defender is the resident AV in Windows 10. Either WD or Avira will have to be disabled/uninstalled.

BitDefender Antivirus Removal Tool:

•Download the BitDefender Uninstall Tool
First right-click on the red BitDefender icon near the system tray choose on Exit.
Wait a few seconds. Afterwards double-click on the BitDefender uninstall tool.
You will need to reboot your computer for the changes to take effect. If you can't uninstall it with this tool you will have to go to C: Program Files and delet it there.

Update Your Java (JRE)

Old versions of Java have vulnerabilities that malware can use to infect your system.

First Verify your Java Version

If there are any other version(s) installed then update now.

Get the new version (if needed)

If your version is out of date install the newest version of the Sun Java Runtime Environment.

Note: UNCHECK any pre-checked toolbar and/or software offered with the Java update. The pre-checked toolbars/software are not part of the Java update.

Be sure to close ALL open web browsers before starting the installation.

Remove any old versions

1. Download JavaRa and unzip the file to your Desktop.
2. Open JavaRA.exe and choose Remove Older Versions
3. Once complete exit JavaRA.

Additional Note: The Java Quick Starter (JQS.exe) adds a service to improve the initial startup time of Java applets and applications. To disable the JQS service if you don't want to use it, go to Start > Control Panel > Java > Advanced > Miscellaneous and uncheck the box for Java Quick Starter. Click OK and reboot your computer.
*******************************************************
I'd like to scan your machine with ESET OnlineScan

•Hold down Control and click on the following link to open ESET OnlineScan in a new window.
ESET OnlineScan

•Click the button.
•For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)

• Click on to download the ESET Smart Installer. Save it to your desktop.
  
• Double click on the icon on your desktop.
  

•Check
•Click the button.
•Accept any security warnings from your browser.

• Leave the check mark next to Remove found threats.
  

•Check
•Push the Start button.
•ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
•When the scan completes, push
•Push , and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
•Push the button.
•Push
A log file will be saved here: C:\Program Files\ESET\ESET Online Scanner\log.txt

[ivanoe]

i know you said don't send attachments but i tried copy /post it doesn't' work .if this wont do i don't/ know what else.

[attachment deleted by admin to conserve space]