Serious Problem

[rstoddard]

I'm sending this from another computer because the one that has a problrm cannot even connect to the internet. I cannot even get Windows to start. It goes into an endless loop: 1. Windows tries to start; 2. It goes into Sleep Mode; 3. The HP Windows screen comes up; 3. It counts down to Start Windows Normally, and then it starts all over again.

I was doing Add/Remove programs as suggested by your procedure to remove any suspect programs. Zone Alarm was going crazy, blocking programs that were attempting to access the internet and/or install. Then, the screen went blank and this endless cycle began.

I tried "last configuration that worked" and that didn't change the cycle. The computer is an HP Pavilion a1224n and it's running Windows XP.

Help!

[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.
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Let's try this. Boot in Safe mode with NetWorking, download MBAM and try to run a scan. Reboot in Normal mode and try to run the MBAM scan and post the log. If that works, also run the SAS scan and post the log. If you still can't connect to the internet in Safe Mode, please use the above method to download and transfer MBAM and SAS to your computer.

Safe Mode

Please download Malwarebytes Anti-Malware from 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 Full 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 checked, and click Remove Selected.
  
• When disinfection is completed, a log will open in Notepad and you may be prompted to Restart. (See Extra Note)
• Please save the log to a location you will remember.
• The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.
• Copy and paste the entire report in your next reply.

Extra Note:

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.
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SUPERAntiSpyware

If you already have SUPERAntiSpyware be sure to check for updates before scanning!

Download SuperAntispyware Free Edition (SAS)
* Double-click the icon on your desktop to run the installer.
* When asked to Update the program definitions, click Yes
* If you encounter any problems while downloading the updates, manually download and unzip them from here
* Next click the Preferences button.

•Under Start-Up Options uncheck Start SUPERAntiSpyware when Windows starts
* Click the Scanning Control tab.
* Under Scanner Options make sure only the following are checked:

•Close browsers before scanning
•Scan for tracking cookies
•Terminate memory threats before quarantining
•Please leave the others unchecked

•Click the Close button to leave the control center screen.

* On the main screen click Scan your computer
* On the left check the box for the drive you are scanning.
* On the right choose Perform Complete Scan
* Click Next to start the scan. Please be patient while it scans your computer.
* After the scan is complete a summary box will appear. Click OK
* Make sure everything in the white box has a check next to it, then click Next
* It will quarantine what it found and if it asks if you want to reboot, click Yes

•To retrieve the removal information please do the following:
•After reboot, double-click the SUPERAntiSpyware icon on your desktop.
•Click Preferences. Click the Statistics/Logs tab.

•Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.

•It will open in your default text editor (preferably Notepad).
•Save the notepad file to your desktop by clicking (in notepad) File > Save As...

* Save the log somewhere you can easily find it. (normally the desktop)
* Click close and close again to exit the program.
*Copy and Paste the log in your post.

[rstoddard]

Hello Dave. Thank you for your response. I appreciate your willingness to help (as always is the case on Computer Hope) , but I have decided to do this instead:

Since I backed up all of my files on an exterior hard drive (always a smart thing to do), I am going to reformat the hard drive of the computer with the problem, reinstall the operating system and useful program files (which I also backed up), and then transfer all of my files back on to it.

Does that sound like a good plan? 

[SuperDave]

and then transfer all of my files back on to it.

Does that sound like a good plan?

It's your call. Just be sure to scan your external drive with your AV program as well as MBAM and SAS before transferring the files back on your computer. There's a very good chance that your external drive is also infected.

[rstoddard]

Thank you. I will perform those scans immediately.