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Please help


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13 replies to this topic

#1 laurel_mazar

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Posted 14 July 2004 - 12:01 PM

I posted earlier, and I know it said to be patient but a lot of people that posted after me have already gotten replies. I am just wondering if I even have any spyware or hijacking or if it is another problem altogether. I am trying to fix this computer for my grandma and I am going home today, so I need help soon! If it is a problem you guys don't know what is going on, please let me know! Thanks so much,

Laurel
PS, I am going to include my original message in this one so you don't have to search for it.

The problems that I am having include not being able to log onto windows update at all (I have done all the troubleshooting offered by Dell and microsoft to fix this problem and none work) and also can not log into hotmail at all. There are also gray pop up boxes that come up often and there are no links on the boxes, only an ok button.

I have ran spyware and adaware. I removed everything that they came up with and am still having the same problems. Thanks for any help!


Logfile of HijackThis v1.98.0
Scan saved at 3:58:33 PM, on 7/14/2004
Platform: Windows XP SP1 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP1 (6.00.2800.1106)

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\spoolsv.exe
C:\WINDOWS\system32\cisvc.exe
C:\Program Files\Norton AntiVirus\navapsvc.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\Explorer.EXE
C:\WINDOWS\System32\hkcmd.exe
C:\WINDOWS\BCMSMMSG.exe
C:\Program Files\Real\RealPlayer\RealPlay.exe
C:\Program Files\Roxio\Easy CD Creator 5\DirectCD\DirectCD.exe
C:\Program Files\Common Files\Dell\EUSW\Support.exe
C:\Program Files\Logitech\ImageStudio\LogiTray.exe
C:\Program Files\Logitech\Video\LogiTray.exe
C:\PROGRA~1\MusicNow\WMPImporter.exe
C:\Program Files\MSN Messenger\MsnMsgr.Exe
C:\Program Files\Adobe\Acrobat 6.0\Distillr\acrotray.exe
C:\Program Files\Digital Line Detect\DLG.exe
C:\WINDOWS\System32\LVComS.exe
C:\Program Files\Logitech\ImageStudio\LowLight.exe
C:\Program Files\Windows Media Player\wmplayer.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\WINDOWS\system32\cidaemon.exe
C:\WINDOWS\system32\cidaemon.exe
C:\Program Files\AIM\aim.exe
C:\Program Files\hijack this\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://www.dellnet.com/
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = http://g.msn.com/0SEENUS/SAOS01
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://www.dellnet.com/
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.dellnet.com/
R1 - HKCU\Software\Microsoft\Internet Connection Wizard,ShellNext = wmplayer.exe
R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyOverride = windowsupdate.microsoft.com
O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: IEProxyHelperObj Class - {43DF16FD-D9ED-4c9e-B14A-F3236A12C649} - C:\Program Files\MusicNow\IEProxyHelper.dll
O2 - BHO: (no name) - {53707962-6F74-2D53-2644-206D7942484F} - C:\PROGRA~1\SPYBOT~1\SDHelper.dll
O2 - BHO: AcroIEToolbarHelper Class - {AE7CD045-E861-484f-8273-0445EE161910} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\AcroIEFavClient.dll
O2 - BHO: NAV Helper - {BDF3E430-B101-42AD-A544-FADC6B084872} - C:\Program Files\Norton AntiVirus\NavShExt.dll
O3 - Toolbar: &Radio - {8E718888-423F-11D2-876E-00A0C9082467} - C:\WINDOWS\System32\msdxm.ocx
O3 - Toolbar: Adobe PDF - {47833539-D0C5-4125-9FA8-0819E2EAAC93} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\AcroIEFavClient.dll
O3 - Toolbar: MSN Toolbar - {BDAD1DAD-C946-4A17-ADC1-64B5B4FF55D0} - C:\Program Files\MSN Toolbar\01.01.1601.0\en-us\msntb.dll
O3 - Toolbar: Norton AntiVirus - {42CDD1BF-3FFB-4238-8AD1-7859DF00B1D6} - C:\Program Files\Norton AntiVirus\NavShExt.dll
O4 - HKLM\..\Run: [IgfxTray] C:\WINDOWS\System32\igfxtray.exe
O4 - HKLM\..\Run: [HotKeysCmds] C:\WINDOWS\System32\hkcmd.exe
O4 - HKLM\..\Run: [BCMSMMSG] BCMSMMSG.exe
O4 - HKLM\..\Run: [RealTray] C:\Program Files\Real\RealPlayer\RealPlay.exe SYSTEMBOOTHIDEPLAYER
O4 - HKLM\..\Run: [MCAgentExe] C:\Program Files\McAfee.com\Agent\mcagent.exe
O4 - HKLM\..\Run: [MCUpdateExe] C:\PROGRA~1\McAfee.com\Agent\McUpdate.exe
O4 - HKLM\..\Run: [AdaptecDirectCD] "C:\Program Files\Roxio\Easy CD Creator 5\DirectCD\DirectCD.exe"
O4 - HKLM\..\Run: [DwlClient] C:\Program Files\Common Files\Dell\EUSW\Support.exe
O4 - HKLM\..\Run: [LogitechGalleryRepair] C:\Program Files\Logitech\ImageStudio\ISStart.exe
O4 - HKLM\..\Run: [LogitechImageStudioTray] C:\Program Files\Logitech\ImageStudio\LogiTray.exe
O4 - HKLM\..\Run: [LogitechVideoRepair] C:\Program Files\Logitech\Video\ISStart.exe
O4 - HKLM\..\Run: [LogitechVideoTray] C:\Program Files\Logitech\Video\LogiTray.exe
O4 - HKLM\..\Run: [FullAudio] "C:\PROGRA~1\MusicNow\WMPImporter.exe"
O4 - HKLM\..\Run: [NAV CfgWiz] C:\PROGRA~1\NORTON~1\Cfgwiz.exe /R
O4 - HKLM\..\Run: [ccApp] "C:\Program Files\Common Files\Symantec Shared\ccApp.exe"
O4 - HKLM\..\Run: [ccRegVfy] "C:\Program Files\Common Files\Symantec Shared\ccRegVfy.exe"
O4 - HKCU\..\Run: [MsnMsgr] "C:\Program Files\MSN Messenger\MsnMsgr.Exe" /background
O4 - Global Startup: Acrobat Assistant.lnk = C:\Program Files\Adobe\Acrobat 6.0\Distillr\acrotray.exe
O4 - Global Startup: Digital Line Detect.lnk = ?
O4 - Global Startup: Logitech Desktop Messenger.lnk = C:\Program Files\Logitech\Desktop Messenger\8876480\Program\LDMConf.exe
O9 - Extra button: AIM - {AC9E2541-2814-11d5-BC6D-00B0D0A1DE45} - C:\Program Files\AIM\aim.exe
O9 - Extra button: Real.com - {CD67F990-D8E9-11d2-98FE-00C0F0318AFE} - C:\WINDOWS\System32\Shdocvw.dll
O9 - Extra button: @C:\Program Files\Messenger\Msgslang.dll,-61144 - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: @C:\Program Files\Messenger\Msgslang.dll,-61144 - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O16 - DPF: {01A88BB1-1174-41EC-ACCB-963509EAE56B} (SysProWmi Class) - http://support.dell.com/systemprofiler/SysPro.CAB
O16 - DPF: {2B4F4FA8-814A-11D7-B31B-0002A500B281} (FASetupStart Control) - http://a2.ff.fullaudio.com.edgesuite.net/f....0.60/setup.cab
O16 - DPF: {56336BCB-3D8A-11D6-A00B-0050DA18DE71} (RdxIE Class) - http://software-dl.real.com/0525049c976054...ip/RdxIE601.cab
O16 - DPF: {74D05D43-3236-11D4-BDCD-00C04F9A3B61} (HouseCall Control) - http://a840.g.akamai.net/7/840/537/2004061...all/xscan53.cab
O16 - DPF: {DF780F87-FF2B-4DF8-92D0-73DB16A1543A} (PopCapLoader Object) - http://download.games.yahoo.com/games/popc...aploader_v5.cab

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#2 Grinler

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Posted 14 July 2004 - 01:48 PM

In the future, please do not post a brand new topic, you can just createa reply to your existing message to bump it up so it becomes more visible.

Fix these two entries:

R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyOverride = windowsupdate.microsoft.com
O16 - DPF: {56336BCB-3D8A-11D6-A00B-0050DA18DE71} (RdxIE Class) - http://software-dl.real.com/0525049c976054...ip/RdxIE601.cab

Reboot and try windows update. Let us know how it works out.

#3 laurel_mazar

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Posted 14 July 2004 - 02:08 PM

I deleted those two things and I am still getting this error message* from Windows update as well as the grey pop up boxes.

*Windows Update Error


Windows Update has encountered an error and cannot display the requested page.

Select from any of the following pages for information about Windows Update services, or send us your feedback.

Windows Update Home Page
About Windows Update
Support Information



You can also get online support if you are having problems with Windows Update.


Send error number to Microsoft (0x8007045A)
Note This sends error information but does not create a support incident; you may or may not receive a response.

This message is what I origanally sent to Microsoft tech support and why they think I have spyware. I am going to redo the hijack this scan and copy it below!

Logfile of HijackThis v1.98.0
Scan saved at 7:06:51 PM, on 7/14/2004
Platform: Windows XP SP1 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP1 (6.00.2800.1106)

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\spoolsv.exe
C:\WINDOWS\Explorer.EXE
C:\WINDOWS\system32\cisvc.exe
C:\Program Files\Norton AntiVirus\navapsvc.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\System32\hkcmd.exe
C:\WINDOWS\BCMSMMSG.exe
C:\Program Files\Real\RealPlayer\RealPlay.exe
C:\Program Files\Roxio\Easy CD Creator 5\DirectCD\DirectCD.exe
C:\Program Files\Common Files\Dell\EUSW\Support.exe
C:\Program Files\Logitech\ImageStudio\LogiTray.exe
C:\Program Files\Logitech\Video\LogiTray.exe
C:\PROGRA~1\MusicNow\WMPImporter.exe
C:\PROGRA~1\BILLPS~1\WINPAT~1\WinPatrol.exe
C:\Program Files\MSN Messenger\MsnMsgr.Exe
C:\Program Files\Adobe\Acrobat 6.0\Distillr\acrotray.exe
C:\Program Files\Digital Line Detect\DLG.exe
C:\WINDOWS\System32\LVComS.exe
C:\Program Files\Logitech\ImageStudio\LowLight.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Windows Media Player\wmplayer.exe
C:\Program Files\hijack this\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://www.dellnet.com/
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = http://g.msn.com/0SEENUS/SAOS01
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://www.dellnet.com/
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.dellnet.com/
R1 - HKCU\Software\Microsoft\Internet Connection Wizard,ShellNext = wmplayer.exe
O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: IEProxyHelperObj Class - {43DF16FD-D9ED-4c9e-B14A-F3236A12C649} - C:\Program Files\MusicNow\IEProxyHelper.dll
O2 - BHO: (no name) - {53707962-6F74-2D53-2644-206D7942484F} - C:\PROGRA~1\SPYBOT~1\SDHelper.dll
O2 - BHO: AcroIEToolbarHelper Class - {AE7CD045-E861-484f-8273-0445EE161910} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\AcroIEFavClient.dll
O2 - BHO: NAV Helper - {BDF3E430-B101-42AD-A544-FADC6B084872} - C:\Program Files\Norton AntiVirus\NavShExt.dll
O3 - Toolbar: &Radio - {8E718888-423F-11D2-876E-00A0C9082467} - C:\WINDOWS\System32\msdxm.ocx
O3 - Toolbar: Adobe PDF - {47833539-D0C5-4125-9FA8-0819E2EAAC93} - C:\Program Files\Adobe\Acrobat 6.0\Acrobat\AcroIEFavClient.dll
O3 - Toolbar: MSN Toolbar - {BDAD1DAD-C946-4A17-ADC1-64B5B4FF55D0} - C:\Program Files\MSN Toolbar\01.01.1601.0\en-us\msntb.dll
O3 - Toolbar: Norton AntiVirus - {42CDD1BF-3FFB-4238-8AD1-7859DF00B1D6} - C:\Program Files\Norton AntiVirus\NavShExt.dll
O4 - HKLM\..\Run: [IgfxTray] C:\WINDOWS\System32\igfxtray.exe
O4 - HKLM\..\Run: [HotKeysCmds] C:\WINDOWS\System32\hkcmd.exe
O4 - HKLM\..\Run: [BCMSMMSG] BCMSMMSG.exe
O4 - HKLM\..\Run: [RealTray] C:\Program Files\Real\RealPlayer\RealPlay.exe SYSTEMBOOTHIDEPLAYER
O4 - HKLM\..\Run: [MCAgentExe] C:\Program Files\McAfee.com\Agent\mcagent.exe
O4 - HKLM\..\Run: [MCUpdateExe] C:\PROGRA~1\McAfee.com\Agent\mcupdate.exe
O4 - HKLM\..\Run: [AdaptecDirectCD] "C:\Program Files\Roxio\Easy CD Creator 5\DirectCD\DirectCD.exe"
O4 - HKLM\..\Run: [DwlClient] C:\Program Files\Common Files\Dell\EUSW\Support.exe
O4 - HKLM\..\Run: [LogitechGalleryRepair] C:\Program Files\Logitech\ImageStudio\ISStart.exe
O4 - HKLM\..\Run: [LogitechImageStudioTray] C:\Program Files\Logitech\ImageStudio\LogiTray.exe
O4 - HKLM\..\Run: [LogitechVideoRepair] C:\Program Files\Logitech\Video\ISStart.exe
O4 - HKLM\..\Run: [LogitechVideoTray] C:\Program Files\Logitech\Video\LogiTray.exe
O4 - HKLM\..\Run: [FullAudio] "C:\PROGRA~1\MusicNow\WMPImporter.exe"
O4 - HKLM\..\Run: [NAV CfgWiz] C:\PROGRA~1\NORTON~1\Cfgwiz.exe /R
O4 - HKLM\..\Run: [ccApp] "C:\Program Files\Common Files\Symantec Shared\ccApp.exe"
O4 - HKLM\..\Run: [ccRegVfy] "C:\Program Files\Common Files\Symantec Shared\ccRegVfy.exe"
O4 - HKLM\..\Run: [WinPatrol] "C:\PROGRA~1\BILLPS~1\WINPAT~1\WinPatrol.exe"
O4 - HKCU\..\Run: [MsnMsgr] "C:\Program Files\MSN Messenger\MsnMsgr.Exe" /background
O4 - Global Startup: Acrobat Assistant.lnk = C:\Program Files\Adobe\Acrobat 6.0\Distillr\acrotray.exe
O4 - Global Startup: Digital Line Detect.lnk = ?
O4 - Global Startup: Logitech Desktop Messenger.lnk = C:\Program Files\Logitech\Desktop Messenger\8876480\Program\LDMConf.exe
O9 - Extra button: AIM - {AC9E2541-2814-11d5-BC6D-00B0D0A1DE45} - C:\Program Files\AIM\aim.exe
O9 - Extra button: Real.com - {CD67F990-D8E9-11d2-98FE-00C0F0318AFE} - C:\WINDOWS\System32\Shdocvw.dll
O9 - Extra button: @C:\Program Files\Messenger\Msgslang.dll,-61144 - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: @C:\Program Files\Messenger\Msgslang.dll,-61144 - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O16 - DPF: {01A88BB1-1174-41EC-ACCB-963509EAE56B} (SysProWmi Class) - http://support.dell.com/systemprofiler/SysPro.CAB
O16 - DPF: {2B4F4FA8-814A-11D7-B31B-0002A500B281} (FASetupStart Control) - http://a2.ff.fullaudio.com.edgesuite.net/f....0.60/setup.cab
O16 - DPF: {74D05D43-3236-11D4-BDCD-00C04F9A3B61} (HouseCall Control) - http://a840.g.akamai.net/7/840/537/2004061...all/xscan53.cab
O16 - DPF: {CE28D5D2-60CF-4C7D-9FE8-0F47A3308078} (ActiveDataInfo Class) - https://www-secure.symantec.com/techsupp/ac...ta/SymAData.cab
O16 - DPF: {DF780F87-FF2B-4DF8-92D0-73DB16A1543A} (PopCapLoader Object) - http://download.games.yahoo.com/games/popc...aploader_v5.cab
O16 - DPF: {E77C0D62-882A-456F-AD8F-7C6C9569B8C7} (ActiveDataObj Class) - https://www-secure.symantec.com/techsupp/ac.../ActiveData.cab



Thanks again for your help.

#4 Grinler

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Posted 14 July 2004 - 04:07 PM

Download this program and run it:

http://66.205.111.174/HOSTFix.exe

When it asks say yes, Then try again to go to windowsupdate.com

#5 laurel_mazar

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Posted 14 July 2004 - 04:21 PM

Unfortunately that also didn't work. This is turning into quite a pain in the butt. I got the same message on windows update that I did before.

I tried contacting the Dell people, but they said they don't update their new system for spyware etc. until tomorrow.

Thanks again!

#6 Grinler

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Posted 14 July 2004 - 04:39 PM

Not done yet, have a few more things to try:

Download the XML Parse (not the sdk) and install that and try again

http://www.microsoft.com/downloads/details...&displaylang=en

#7 laurel_mazar

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Posted 14 July 2004 - 05:03 PM

I went there and right before the line gets to the end to finish installing it says that
"The software you are installing has not passed Windows Logo testing to verify it's compatibility with Windows XP. This software will not be installed. Contact your aministrator."

Then it rolls back the installation and says nothing has been changed on the computer.

#8 Grinler

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Posted 14 July 2004 - 07:31 PM

Read this article:

http://support.microsoft.com/default.aspx?kbid=828031

#9 laurel_mazar

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Posted 14 July 2004 - 11:39 PM

Excellent! I got microsoft update to run and installed all the critical updates! Thank you a billion. For some reason though, I still can't log into hotmail. I get the same error message as before. I know it isn't just my hotmail account, because I can log on with it at other computers. Could this still be spyware?

#10 Grinler

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Posted 15 July 2004 - 09:40 AM

Probably not. What is the error when you log into hotmail? Or does it just not let you on?

#11 laurel_mazar

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Posted 15 July 2004 - 10:20 AM

The .NET Passport service is currently unavailable at this Web site for one of these reasons:


The site may contain an error or be experiencing a problem that affects the .NET Passport service.
The site may not be an official .NET Passport-participating site.


You can:


Return to this site later and try to sign in or register again.
Sign in or register for a .NET Passport at another .NET Passport participating site. .NET Passport Site Directory


This is the error I get. I recently emailed hotmail to ask if maybe it is a problem with their site?

#12 Grinler

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Posted 15 July 2004 - 07:56 PM

Yeah it is possible its a problem there. Have you heard back?

#13 laurel_mazar

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Posted 16 July 2004 - 08:01 PM

I did hear back, they gave me a bunch of stuff to do that I had already done to try to make it work. I am on a different computer now and hotmail works fine. But it is still not working on the other computer. So I'm not really sure what is going on.

#14 Grinler

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Posted 16 July 2004 - 10:48 PM

Do these steps in order.

Please follow these steps in order to clean your computer of Malware which can include Viruses, Trojans, Worms, Spyware, Hijackers and Dialers.

Step 1:
Download Spybot and Adaware from the following locations and install them. You should run both programs and clean up what it finds. This is to gaurantee that you find the most malware you can installed on your computer.

Before running the scans on both programs, it is mandatory that you update the programs. There are update options in each program when you run them.

Spybot

Ad-aware

If you would like to learn more about how to use these two programs with the proper settings you can read the tutorials below:

AD-AWARE - Using Ad-aware to remove Spyware/Hijackers from Your Computer.

SPYBOT SEARCH AND DESTROY - Using Spybot - Search & Destroy to remove Spyware from Your Computer.


When you scan with both programs, fix everything that it finds.

When you are done with the scan and fixing the items. Please continue with the next step.

Step 2:

It is important that you run Spybot and Adaware before you proceed with this step. Fixing enties with Hijackthis may leave behind unwanted files on your computer if the previous step was not done first.

Create a directory on your hardrive to save HijackThis.exe. A directory like c:\hijackthis. If you do not do this, you will not be able to use the backup/restore features.

Download HijackThis from:

HijackThis

Save this file into the directory you made previously and then run the program. Click on the Scan button and when it is finished click on the Save Log button. A Notepad window will open with the contents of this log. Click on Edit then click on Select all. Then click on Edit and then Click on Copy.

Create a reply to this post here or one at the Bleeping Computer forums where I am most often, and right click in message area and select paste to paste the log into the post.

Someone will reply to you after reading this post. DO NOT fix any entries unless you understand what you are doing.

To see a tutorial on using HijackThis you can click on the link in my signature below.




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