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McAfee not working properly and a virus


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#1 KimberlyNC5

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Posted 21 February 2009 - 05:33 PM

Hi-I am new here and really need your help. I have a Dell dimension E520 desktop with windows vista. I have had the computer for almost 2 years with no problems. When I bought the computer from dell I automatically received McAfee for 3 years free and I was told to install Super Antispyware from someone at dell and they have been running perfectly together until now. A couple of days ago I noticed problems computer running slow and stuff. It was shutting down while I was in the middle of something so I thought maybe it was because my c drive was getting low on memory, it was down to 75 gb....so I backed up some pictures and stuff and removed them from the computer. But my Photoshop is still running slow and I am back up to 250 gb. Then yesterday I got a message from McAfee that I needed to reinstall it. Then before I could do anything a pop up came up from Antivirus 360...I was afraid to do anything so the only thing I new to do was shut it down and then try to remove it. I was told from a few people to never click on anything like that because that is how they get you sometimes. So when I restarted and starting searching for it to remove it, I couldn't find it. However, I had a little icon at the bottom of my computer saying that something was being prevented from starting upon restart and under run blocked program was the av360, so I new it was there somewhere. Well, I called Dell and they spent over an hour using various things...Malwarebytes, Dr Web, and Highjack This....to remove it. Well, he said it was gone and everything was good. He told me to remove Super Antispyware because I couldn't have both McAfee and SAS running together, but I didn't remove it because I have found times when SAS still finds things even though McAfee is scanning. Well, my computer is still acting funny and McAfee isn't working. I was going to try to reinstall it but I can't uninstall due to McAfee having a blank screen. When I click uninstall it comes up but the screen is blank, when I click on open security center under McAfee it comes up blank. I have a little icon with an x at the bottom of my screen that says McAfee says my computer isn't protected.

Someone please help me !!! I have never dealt with anything like this but if you can walk me through what I should do I would be forever grateful. I really want my computer back up and running right!!!

Kimberly

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#2 rigel

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Posted 21 February 2009 - 09:22 PM

Welcome to BC!

Let's start with Malwarebytes and go from there.

Hi and welcome to BleepingComputer :thumbsup:

On the Scanner tab:
  • Make sure the "Perform Quick Scan" option is selected.
  • Then click on the Scan button.
  • If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
  • The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
  • When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  • Click OK to close the message box and continue with the removal process.
Back at the main Scanner screen:
  • Click on the Show Results button to see a list of any malware that was found.
  • Make sure that everything is checked, and click Remove Selected.
  • When removal is completed, a log report will open in Notepad.
  • The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
  • Copy and paste the contents of that report in your next reply and exit MBAM.
Note:
-- If MBAM encounters a file that is difficult to remove, you may be asked to reboot your computer so it can proceed with the disinfection process. Regardless if prompted to restart the computer or not, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware.

Note 2:
-- MBAM may make changes to your registry as part of its disinfection routine. If you're using other security programs that detect registry changes (like Spybot's Teatimer), they may interfere with the fix or alert you after scanning with MBAM. Please disable such programs until disinfection is complete or permit them to allow the changes. To disable these programs, please view this topic: How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

"In a world where you can be anything, be yourself." ~ unknown

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