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.
*************************************************************************
If you cannot boot your computer in Normal Mode because of the infection, please boot in Safe Mode with Networking. Download, install and run MBAM, then try to boot in Normal mode and run it again.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.
- 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.*************************************************
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.
