Computer Hope
Software => Internet browsers => Topic started by: ale52 on February 26, 2008, 11:24:15 AM
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Problem – a few weeks ago a clients machine (XP Home all patched, AVG, Adaware) lost the Google logo on the Mozilla home page. He also lost the ability to see certain graphics on websites. No red 'x's just no colors or graphics. The same thing happens in IE7. He has run antivirus and antispyware scans with 0 results
Here is what I did to try and diagnose the problem.
1.There are (2) profiles on the computer. I switched to the other profile and all the graphics work fine
2.I created a new profile and got the same results as the problem profile
3.I turned off everything in 'msconfig' except his AV with the same results
4.Checked his graphics settings (changed resolution) with same results
5.Googled his problem and checked all things mentioned there as well with same results
The only other thing I can think to do is copy all his stuff to a temp folder / delete his profile / copy everything to the no-problem profile and rename it.
Suggestions?
Alan <>< :D
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Did you try sfc?
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No I didn't :(
Forgot to add that I did a system restore to 2/9 with the same results :P
Alan <>< :D
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If you said "few weeks ago", maybe 2/9 is not far enough.
Just in case, can you provide HJT log?
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2/9 was as far back as it would go for a restore point.
These folks are very computer illiterate and wouldn't know how to set up let alone run HJT. I might try to get them to set up an OE account, then email me so I can remote in. That may be a possibility. Another one is that they are RVing up to my town and could possibly bring their box with them. We'll see :-\
Thanks for the help Broni.
Alan <>< :D
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What perked up my ears is the fact that a brand new profile does the same thing...
Yet an existing profile side by side of the troubled profile works fine.
This almost certainly points to a registry problem or a change that's been made since the older working profile was used last and is confirmed by the fact a brand new profile exhibits the same behaviour.
I'm guessing the working profile didn't get used as regularly and wasn't affected.
Do they by chance run any apps that backup the registry so there could be a comparison ? ?
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Hi patio,
Unfortunately no, they don't run any registry backup apps. If the registry is whacked for an existing profile and new ones do the same thing then if I can get my hands on this @ my place I may just copy over his stuff to the working profile and delete his corrupted one.
Alan <>< :D
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Compare Registry (http://www.sharewareconnection.com/titles/compare-registry.htm)
I have not fully tested this yet Alan but good luck...
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Thanks Patio...
The user is going to be in my neck-o-the-woods today and I'll get the system & work on it here.
I'll try HJT first then test those utilities on my test box before I try them on his.
I'll be on-line this afternoon (4-5p PST) while I work on this issue.
Alan <>< :D
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I've got practice this PM so i won't be around til later...
Hopefully all goes well.
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I've attached the HJT log. Take a look
Alan <>< :D
[file cleanup - saving space - attachment deleted by admin]
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This is very old version. Get current one here: http://www.snapfiles.com/get/hijackthis.html
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Try this one... ;)
Alan <>< :D
[file cleanup - saving space - attachment deleted by admin]
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There are few issues there...
Go to Add\Remove, and uninstall MyWebSearch.
Print these instructions out.
1. Download SUPERAntiSpyware Free for Home Users:
http://www.superantispyware.com/ (http://www.superantispyware.com/)
* Double-click SUPERAntiSpyware.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: http://www.superantispyware.com/definitions.html (http://www.superantispyware.com/definitions.html).)
* Close SUPERAntiSpyware.
Restart computer in Safe Mode.
To enter Safe Mode, restart computer, and keep tapping F8 key, until menu appears; pick Safe Mode; you'll see "Safe Mode" in all four corners of your screen
* Open SUPERAntiSpyware.
* 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):
o Close browsers before scanning.
o Scan for tracking cookies.
o 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".
* To retrieve the removal information after reboot, launch SUPERAntispyware again.
o Click Preferences, then click the Statistics/Logs tab.
o Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.
o If there are several logs, click the current dated log and press View log. A text file will open in your default text editor.
o Please copy and paste the Scan Log results in your next reply with a new HijackThis log.
* Click Close to exit the program.
Post SUPERAntiSpyware log.
RESTART COMPUTER!
2. Download Malwarebytes' Anti-Malware (http://www.majorgeeks.com/Malwarebytes_Anti-Malware_d5756.html) to your desktop.
* Double-click mbam-setup.exe and follow the prompts to install the program.
* At the end, be 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.
* When the scan is complete, click OK, then Show Results to view the results.
* Be sure that everything is checked, and click Remove Selected.
* When completed, a log will open in Notepad.
* Post the log back here.
The log can also be found here:
C:\Documents and Settings\Username\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs\log-date.txt
Or at C:\Program Files\Malwarebytes' Anti-Malware\Logs\log-date.txt
RESTART COMPUTER!
3. Post new HijackThis log.
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Ok Broni,
I ran the scans (see attachments).
[file cleanup - saving space - attachment deleted by admin]
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Here is the SAS log...
I 'cleaned' using them both SAS & the anti-malware software with no changes in the system. I think I'll need to resort to plan 'B'...copy over all his 'stuff' to the working profile and delete the defective one.
I found a couple of registry cleaners that were downloaded and installed/run. I suspect, like patio, that one of them screwed up the registry.
thanks for your help ;)
Alan <>< :D
[file cleanup - saving space - attachment deleted by admin]
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Well, after all the scans and testing it still does the same thing so I copied the necessary data to the working profile. It works fine so I'm going to leave it at that.
Thanks guys for your input and help.
Alan <>< :D
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You understand, that infected files (if any left), are still on that computer?
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Yes. I understand. I believe, like Patio, that this is a registry problem caused by a registry cleaner (one I've never heard of) that caused the problem. He actually had 2 cleaners.
FYI - what was run...AVG antivirus, AVG antispyware, Adaware. Spywareblaster (installed and updated) Superantispyware, Malwarebytes Anti-malware, Spybot.
Alan <>< :D