Computer Hope
Software => Computer viruses and spyware => Topic started by: paukel on January 14, 2013, 12:45:55 PM
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My wife recently had a phone call from someone saying they were from Microsoft and our computer had hundreds of serious problems. He persuaded her to log on to a website and then asked her to pay £150. At this point she (finally) realized that it was a con and refused to pay. The next time she switched on the computer she found that a password was required before she could get logged on. I managed to get it sorted by booting from the windows setup disk and then doing System Restore. So everything was fine until a few days ago when she found that all her pictures had suddenly disappeared. I don't know if this is just coincidence but I'm wondering is there anything I can do to get them back. When I search for them they come up in the search results, but when I try to open them I get a message saying that windows is unable to open them and they may have been deleted, but if they have been deleted, how come they show up on the search results?
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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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You managed to get your computer working again but I suspect it's still infected.
Please download AdwCleaner (http://general-changelog-team.fr/fr/downloads/finish/20-outils-de-xplode/2-adwcleaner)by Xplode onto your Desktop.
- Double click on AdwCleaner.exe to run the tool.
- Click on Search.
- A logfile will automatically open after the scan has finished.
- Please post the content of that logfile in your reply.
- You can find the logfile at C:\AdwCleaner[Rn].txt as well - n is the order number.
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(http://i424.photobucket.com/albums/pp322/digistar/mbamicontw5.gif) Please download Malwarebytes Anti-Malware from here. (http://download.bleepingcomputer.com/malwarebytes/mbam-setup.exe)
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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Download Security Check by screen317 from one of the following links and save it to your desktop.
Link 1 (http://screen317.spywareinfoforum.org/SecurityCheck.exe)
Link 2 (http://screen317.changelog.fr/SecurityCheck.exe)
* 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.
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Hi Dave,
Thanks very much for your offer to help. Unfortunately my wife has left the laptop in to the local computer shop. It would probably be cheaper to buy another one. Anyway, if they can't sort it I will be in touch again.
Thanks again,
Kenny.