Help Request

[jklangen]

I am trying to remotely help my sister with an ailing laptop.  It is slow to the point of being unresponsive.  It does not recognize her printer.  I had her run the steps cited in the Read This post.  At some point during the process her Norton's was deleted.  The compute time was also changed to PST.  Thanks in advance.  You have been a big help before.

Here are the various logs:

Results of screen317's Security Check version 1.014 --- 12/23/15 
   x64 (UAC is enabled) 
 Internet Explorer 11 
``````````````Antivirus/Firewall Check:``````````````[/u]
 Windows Firewall Enabled! 
Windows Defender   
 WMI entry may not exist for antivirus; attempting automatic update.
`````````Anti-malware/Other Utilities Check:`````````[/u]
 Google Chrome (59.0.3071.104)
 Google Chrome (SetupMetrics...)
````````Process Check: objlist.exe by Laurent````````[/u] 
 Windows Defender MSMpEng.exe
 Malwarebytes Anti-Malware mbamservice.exe 
 Malwarebytes Anti-Malware mbamtray.exe 
 Windows Defender MSASCuiL.exe   
 Windows Defender MpCmdRun.exe   
`````````````````System Health check`````````````````[/u]
 Total Fragmentation on Drive C:  %
````````````````````End of Log``````````````````````[/u]

Malwarebytes
www.malwarebytes.com

-Log Details-
Scan Date: 6/16/17
Scan Time: 6:31 AM
Log File: malwarebytes.txt
Administrator: Yes

-Software Information-
Version: 3.1.2.1733
Components Version: 1.0.141
Update Package Version: 1.0.2164
License: Trial

-System Information-
OS: Windows 10
CPU: x64
File System: NTFS
User: Lins14\lmlwobrob

-Scan Summary-
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 341384
Threats Detected: 0
(No malicious items detected)
Threats Quarantined: 0
(No malicious items detected)
Time Elapsed: 5 min, 22 sec

-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Enabled
PUM: Enabled

-Scan Details-
Process: 0
(No malicious items detected)

Module: 0
(No malicious items detected)

Registry Key: 0
(No malicious items detected)

Registry Value: 0
(No malicious items detected)

Registry Data: 0
(No malicious items detected)

Data Stream: 0
(No malicious items detected)

Folder: 0
(No malicious items detected)

File: 0
(No malicious items detected)

Physical Sector: 0
(No malicious items detected)


(end)

# AdwCleaner v6.047 - Logfile created 16/06/2017 at 06:22:57
# Updated on 19/05/2017 by Malwarebytes
# Database : 2017-06-15.1 [Server]
# Operating System : Windows 10 Home  (X64)
# Username : lmlwobrob - LINS14
# Running from : C:\Users\lmlwobrob\Downloads\adwcleaner_6.047.exe
# Mode: Clean
# Support : https://www.malwarebytes.com/support



***** [ Services ] *****



***** [ Folders ] *****



***** [ Files ] *****



***** [ DLL ] *****



***** [ WMI ] *****



***** [ Shortcuts ] *****



***** [ Scheduled Tasks ] *****



***** [ Registry ] *****



***** [ Web browsers ] *****

[-] [C:\Users\lmlwobrob\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: aol.com
[-] [C:\Users\lmlwobrob\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: ask.com


*************************

:: "Tracing" keys deleted
:: Winsock settings cleared

*************************

C:\AdwCleaner\AdwCleaner[C0].txt - [990 Bytes] - [16/06/2017 06:22:57]
C:\AdwCleaner\AdwCleaner[S0].txt - [1543 Bytes] - [16/06/2017 06:22:25]

########## EOF - C:\AdwCleaner\AdwCleaner[C0].txt - [1135 Bytes] ##########

Logfile of Trend Micro HijackThis v2.0.5
Scan saved at 11:16:36 AM, on 6/17/2017
Platform: Unknown Windows (WinNT 6.02.1008)
MSIE: Internet Explorer v11.0 (11.00.14393.0953)


Boot mode: Normal

Running processes:
C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
C:\Users\lmlwobrob\AppData\Local\Microsoft\OneDrive\OneDrive.exe
C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe
C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp\IPC\AdobeIPCBroker.exe
C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ADS\Adobe Desktop Service.exe
C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\HEX\Adobe CEF Helper.exe
C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CoreSync\CoreSync.exe
C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CCXProcess\CCXProcess.exe
C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CCXProcess\libs\node.exe
C:\Program Files (x86)\Microsoft Office\root\Office16\OUTLOOK.EXE
C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CCLibrary\CCLibrary.exe
C:\Program Files (x86)\Adobe\Adobe Creative Cloud\CCLibrary\libs\node.exe
C:\Program Files (x86)\Internet Explorer\IEXPLORE.EXE
C:\Program Files (x86)\Microsoft Office\Root\Office16\EXCEL.EXE
C:\Program Files\Norton Security\Engine32\22.9.3.13\NSc.exe
C:\Program Files\Norton Security\Engine32\22.9.3.13\NSc.exe
C:\Users\lmlwobrob\Downloads\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/p/?LinkId=255141
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/p/?LinkId=255141
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/p/?LinkId=255141
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,SearchAssistant =
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Local Page = %11%\blank.htm
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Local Page = C:\Windows\SysWOW64\blank.htm
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
F2 - REG:system.ini: UserInit=
O2 - BHO: Norton Identity Safety - {602ADB0E-4AFF-4217-8AA1-95DAC4DFA408} - C:\Program Files\Norton Security\Engine32\22.9.3.13\coIEPlg.dll
O3 - Toolbar: Norton Toolbar - {7FEBEFE3-6B19-4349-98D2-FFB09D4B49CA} - C:\Program Files\Norton Security\Engine32\22.9.3.13\coIEPlg.dll
O4 - HKLM\..\Run: [Adobe Creative Cloud] "C:\Program Files (x86)\Adobe\Adobe Creative Cloud\ACC\Creative Cloud.exe" --showwindow=false --onOSstartup=true
O4 - HKCU\..\Run: [OneDrive] "C:\Users\lmlwobrob\AppData\Local\Microsoft\OneDrive\OneDrive.exe" /background
O4 - HKCU\..\Run: [CCleaner Monitoring] "C:\Program Files\CCleaner\CCleaner64.exe" /MONITOR
O4 - HKUS\S-1-5-18\..\RunOnce: [Application Restart #0] C:\Program Files\Common Files\microsoft shared\ink\TabTip.exe /Crashed (User 'SYSTEM')
O4 - HKUS\.DEFAULT\..\RunOnce: [Application Restart #0] C:\Program Files\Common Files\microsoft shared\ink\TabTip.exe /Crashed (User 'Default user')
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\Program Files (x86)\Microsoft Office\Root\Office16\EXCEL.EXE/3000
O8 - Extra context menu item: Se&nd to OneNote - res://C:\Program Files (x86)\Microsoft Office\Root\Office16\ONBttnIE.dll/105
O9 - Extra button: Send to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIE.dll
O9 - Extra 'Tools' menuitem: Se&nd to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIE.dll
O9 - Extra button: OneNote Lin&ked Notes - {789FE86F-6FC4-46A1-9849-EDE0DB0C95CA} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIELinkedNotes.dll
O9 - Extra 'Tools' menuitem: OneNote Lin&ked Notes - {789FE86F-6FC4-46A1-9849-EDE0DB0C95CA} - C:\Program Files (x86)\Microsoft Office\root\Office16\ONBttnIELinkedNotes.dll
O11 - Options group: [ACCELERATED_GRAPHICS] Accelerated graphics
O18 - Protocol: mso-minsb-roaming.16 - {83C25742-A9F7-49FB-9138-434302C88D07} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: mso-minsb.16 - {42089D2D-912D-4018-9087-2B87803E93FB} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: osf-roaming.16 - {42089D2D-912D-4018-9087-2B87803E93FB} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: osf.16 - {5504BE45-A83B-4808-900A-3A5C36E7F77A} - C:\Program Files (x86)\Microsoft Office\root\Office16\MSOSB.DLL
O18 - Protocol: tbauth - {14654CA6-5711-491D-B89A-58E571679951} - C:\Windows\SysWOW64\tbauth.dll
O18 - Protocol: windows.tbauth - {14654CA6-5711-491D-B89A-58E571679951} - C:\Windows\SysWOW64\tbauth.dll
O23 - Service: AdobeUpdateService - Adobe Systems Incorporated - C:\Program Files (x86)\Common Files\Adobe\Adobe Desktop Common\ElevationManager\AdobeUpdateService.exe
O23 - Service: Adobe Genuine Software Integrity Service (AGSService) - Adobe Systems, Incorporated - C:\Program Files (x86)\Common Files\Adobe\AdobeGCClient\AGSService.exe
O23 - Service: @%SystemRoot%\system32\Alg.exe,-112 (ALG) - Unknown owner - C:\WINDOWS\System32\alg.exe (file missing)
O23 - Service: Intel(R) Content Protection HECI Service (cphs) - Intel Corporation - C:\WINDOWS\SysWow64\IntelCpHeciSvc.exe
O23 - Service: @%SystemRoot%\system32\DiagSvcs\DiagnosticsHub.StandardCollector.ServiceRes.dll,-1000 (diagnosticshub.standardcollector.servic e) - Unknown owner - C:\WINDOWS\system32\DiagSvcs\DiagnosticsHub.StandardCollector.Service.exe (file missing)
O23 - Service: @%SystemRoot%\system32\efssvc.dll,-100 (EFS) - Unknown owner - C:\WINDOWS\System32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\fxsresm.dll,-118 (Fax) - Unknown owner - C:\WINDOWS\system32\fxssvc.exe (file missing)
O23 - Service: Google Update Service (gupdate) (gupdate) - Google Inc. - C:\Program Files (x86)\Google\Update\GoogleUpdate.exe
O23 - Service: Google Update Service (gupdatem) (gupdatem) - Google Inc. - C:\Program Files (x86)\Google\Update\GoogleUpdate.exe
O23 - Service: @keyiso.dll,-100 (KeyIso) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: Malwarebytes Service (MBAMService) - Malwarebytes - C:\Program Files\Malwarebytes\Anti-Malware\mbamservice.exe
O23 - Service: @comres.dll,-2797 (MSDTC) - Unknown owner - C:\WINDOWS\System32\msdtc.exe (file missing)
O23 - Service: @%SystemRoot%\System32\netlogon.dll,-102 (Netlogon) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: Norton Security (NS) - Symantec Corporation - C:\Program Files\Norton Security\Engine\22.9.3.13\NS.exe
O23 - Service: @%systemroot%\system32\Locator.exe,-2 (RpcLocator) - Unknown owner - C:\WINDOWS\system32\locator.exe (file missing)
O23 - Service: @%SystemRoot%\system32\samsrv.dll,-1 (SamSs) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\SensorDataService.exe,-101 (SensorDataService) - Unknown owner - C:\WINDOWS\System32\SensorDataService.exe (file missing)
O23 - Service: @%SystemRoot%\system32\snmptrap.exe,-3 (SNMPTRAP) - Unknown owner - C:\WINDOWS\System32\snmptrap.exe (file missing)
O23 - Service: @%systemroot%\system32\spoolsv.exe,-1 (Spooler) - Unknown owner - C:\WINDOWS\System32\spoolsv.exe (file missing)
O23 - Service: @%SystemRoot%\system32\sppsvc.exe,-101 (sppsvc) - Unknown owner - C:\WINDOWS\system32\sppsvc.exe (file missing)
O23 - Service: SynTPEnh Caller Service (SynTPEnhService) - Synaptics Incorporated - C:\Program Files\Synaptics\SynTP\SynTPEnhService.exe
O23 - Service: @%SystemRoot%\system32\TieringEngineService.exe,-702 (TieringEngineService) - Unknown owner - C:\WINDOWS\system32\TieringEngineService.exe (file missing)
O23 - Service: @%SystemRoot%\system32\ui0detect.exe,-101 (UI0Detect) - Unknown owner - C:\WINDOWS\system32\UI0Detect.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vaultsvc.dll,-1003 (VaultSvc) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vds.exe,-100 (vds) - Unknown owner - C:\WINDOWS\System32\vds.exe (file missing)
O23 - Service: @%systemroot%\system32\vssvc.exe,-102 (VSS) - Unknown owner - C:\WINDOWS\system32\vssvc.exe (file missing)
O23 - Service: @%systemroot%\system32\wbengine.exe,-104 (wbengine) - Unknown owner - C:\WINDOWS\system32\wbengine.exe (file missing)
O23 - Service: @%ProgramFiles%\Windows Defender\MpAsDesc.dll,-320 (WdNisSvc) - Unknown owner - C:\Program Files (x86)\Windows Defender\NisSrv.exe (file missing)
O23 - Service: @%ProgramFiles%\Windows Defender\MpAsDesc.dll,-310 (WinDefend) - Unknown owner - C:\Program Files (x86)\Windows Defender\MsMpEng.exe (file missing)
O23 - Service: @%Systemroot%\system32\wbem\wmiapsrv.exe,-110 (wmiApSrv) - Unknown owner - C:\WINDOWS\system32\wbem\WmiApSrv.exe (file missing)
O23 - Service: @%PROGRAMFILES%\Windows Media Player\wmpnetwk.exe,-101 (WMPNetworkSvc) - Unknown owner - C:\Program Files (x86)\Windows Media Player\wmpnetwk.exe (file missing)

--
End of file - 9557 bytes

[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.
*************************************************************************

At some point during the process her Norton's was deleted.

Windows Defender is the resident AV that comes with Windows 10 but I've never heard of it removing another AV by itself. It may just be disabled. You can check it by going to Control Panel and clicking Programs and Features. WD is all you need unless you have paid for this version of Norton.
How old is this laptop? Has it always been slow or is this something that happened recently? Was any changes made to the computer?
*******************************************************
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. At the Command Prompt, you’ll need to press any key to perform a scan.



•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.

[jklangen]

Dave,

Thanks for the help.  The laptop is 3 years old.  The problems have been getting worse for a few months.  No changes other than automatic Windows updates.  Yesterday it would not boot up at all and I suspected maybe hardware.  Today it booted right up.  However, it won’t wake up by touching a key or moving the mouse. She has to hit the on/off button.  It doesn’t do a complete start up, just wakes up.  Turning off Windows Defender locked up the screen, but not the computer
Her Norton icon disappeared again.  She can't find any exe files just:

Branding
Engine
Engine 32
MUI
Norton Data
Isolate

I will ask her to look in the Control Panel, Programs.  The JRT file is below


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Junkware Removal Tool (JRT) by Malwarebytes
Version: 8.1.3 (04.10.2017)
Operating System: Windows 10 Home x64
Ran by lmlwobrob (Administrator) on Mon 06/19/2017 at  9:04:44.31
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




File System: 0




Registry: 0





~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Scan was completed on Mon 06/19/2017 at  9:11:47.23
End of JRT log
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

[SuperDave]

She can't find any exe files just:

She should not be looking for exe. files. In Programs and Features it should list all the programs that are installed on her computer.

I'd like to scan your machine with ESET OnlineScan

•Hold down Control and click on the following link to open ESET OnlineScan in a new window.
ESET OnlineScan

•Click the button.
•For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)

• Click on to download the ESET Smart Installer. Save it to your desktop.
  
• Double click on the icon on your desktop.
  

•Check
•Click the button.
•Accept any security warnings from your browser.

• Leave the check mark next to Remove found threats.
  

•Check
•Push the Start button.
•ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
•When the scan completes, push
•Push , and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
•Push the button.
•Push
A log file will be saved here: C:\Program Files\ESET\ESET Online Scanner\log.txt

[jklangen]

Norton's listed in Control Panel Programs but when clicked there it wants to uninstall it.  There is no icon for Norton's on her desktop.  She ran the ESET Online Scan and it did not produce a log file where you specified.  It also did not find any threats to delete.

Jim

[SuperDave]

What's the deal with Norton? Is this a program you've paid for? The Security Log doesn't show Norton as your AV. Has it elapsed? If it has you should uninstall it. If not, you can create a new shortcut by going to Start, All Programs. Select Norton and create a new shortcut.

[jklangen]

To my knowledge, there is no other way to get Norton's other than to pay for it.  It has not elapsed or been deleted by her.  I think the larger issue is why it is disappearing rather than does she need it or not.  Regardless, do you have any other things to try to diagnose what is going on with this laptop?  She has purchased a new computer but is afraid to hook it up to her network or transfer any files until we know what is going on with her old device.

[SuperDave]

It has not elapsed or been deleted by her.  I think the larger issue is why it is disappearing rather than does she need it or not.

It is still showing as one of her programs. (C:\Program Files\Norton Security\Engine32\22.9.3.13\NSc.exe). I suspect that just the shortcut has been deleted.

Please download Farbar Service Scanner to the desktop and run it on the computer with the issue.
Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

Make sure FRST is run under administrator privileges.
Make sure that the Whitelist section is checked.Otherwise, the log will be very long.
You Security programs may prevent the tool from running. If this happens, disable the security program until the scan is completed.

• Right click to run as administrator (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
  
  
• Press "Scan".
  
  
  
  
  
  
• It will create a log (FSS.txt) in the same directory the tool is run.
• Please copy and paste the log to your reply.
• The first time the tool is run it generates another log (Addition.txt - also located in the same directory as FRST.exe/FRST64.exe). Please also paste that along with the FRST.txt into your reply.
  

[jklangen]

I ran FSS on my computer a Windows 10 and got a different looking interface.  I just checked everything and ran it.  Is that correct?  I will pass it on.  Also, is there an ultra safe way to load her files stored on a external hard drive to her new laptop?  Thanks - Jim



[attachment deleted by admin to conserve space]

[Hackoo]

Your comment has been removed. Please do not post malware advice, or post here in the malware forum, unless you need help.Superdave.

[jklangen]

I will repeat my last post - I ran FSS on my computer a Windows 10 and got a different looking interface.  I just checked everything and ran it.  Is that correct?  I will pass it on.  My sister could not get it to run.

Also, is there an ultra safe way to load her files stored on a external hard drive to her new laptop?  Thanks - Jim

[attachment deleted by admin to conserve space]

[SuperDave]

I ran FSS on my computer a Windows 10 and got a different looking interface.

Yes. Each different OS produces different interfaces. I've never FSS on Windows 10. What error message does she get?

Also, is there an ultra safe way to load her files stored on a external hard drive to her new laptop?

She should scan them first with her AV.

[jklangen]

She gave up as her old laptop now has a black screen.  When she had a screen she saw as I did:

RpcSs and Plug and Play inactivated
Internet Services checked
 
The rest unchecked:
Windows firewall
System Restore
Security Center/Action Center
Windows Update
Windows defender
Other services
A search box
 
Below that a scan button, search files button and export services button
 
When I press run, I get the security question and then a blank page.
 
She uninstalled Norton, as that is the only choice I have  - restarted the computer and tried again from the link below _
 
FSS(2).exe won’t open – says this kind of fine won’t open on your phone
 
FSS(1).exe won’t open
FSS.exe won’t open

She scanned the external drive with Malwarbytes which found nothing and is slowly rebuilding her environment on the new device.  Thanks for your help.  May be a hardware problem.

[SuperDave]

May be a hardware problem.

That's what it looks like. She could always try an external monitor.

Thanks for your help.

You're welcome. I will lock this thread. If you need it re-opened, please send me a pm.