Computer Hope
Microsoft => Microsoft Windows => Windows 10 and 11 => Topic started by: SalM on October 30, 2018, 10:35:37 PM
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Hello - I think I'm having spyware issues. I'm getting the attached screen often on start up (and at random other times). I've run all the recommended anti-virus, anti-malware and security programs with no joy. I fear I've been hacked because I found out that my (hotmail) email address had been hacked and I asked the person responsible for it to stop. This (presumable) spyware issue goes one step further though potentially.
How do I assertain (for sure) if there's a problem and how do I fix it? Please help!
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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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Please download AdwareCleaner onto your Desktop. AdwCleaner (http://www.bleepingcomputer.com/download/adwcleaner/)
Before starting AdwCleaner, close all open programs and internet browsers, then double-click on the AdwCleaner icon.
(http://i424.photobucket.com/albums/pp322/digistar/AdwCleaner-icon.jpg)
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.
(http://i424.photobucket.com/albums/pp322/digistar/untitled.png)
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.
(http://i424.photobucket.com/albums/pp322/digistar/3.png)
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.
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(http://i424.photobucket.com/albums/pp322/digistar/mbamicontw5.gif) Download and install: Please download Malwarebytes' scanner (http://downloads.malwarebytes.org/file/mbam) to your desktop.
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)
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Download Security Check by screen317 from the following link and save it to your desktop.
Security Check (http://www.bleepingcomputer.com/download/securitycheck/)
* 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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Many thanks, @SuperDave. I've downloaded and run all these programs as per your suggestions but they are not picking up any problems. Is there anything else you can suggest as I'm still getting the same screen as per my original message? TIA!
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Hi
It looks like you have in inadvertently set a Video as your wall paper. Possibly from VLC player. Can you take a screen shot further thru the video so Dave or I could confirm this.
Thanks
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Hi Lisa-maree and many thanks. I was actually watching a video just before I noticed the error had popped up again on my screen when I took the screenshot. I'll attempt to get another screenshot for you when my normal wallpaper is visible. It's definitely not a VLC video player problem but thanks for your help.
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Here's another screenshot with my wallpaper in the background. I got this one on startup and it looks like utorrent is opening at the same time. Sorry about that.
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This does not appear to be a problem with malware. I will move this thread to the Windows 10 forum.
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Hi
The wording in the top left of the screen is to small to read in the image. Can you enlarge it or give us the wording , Also what build is the Windows? This is in system information.