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Win7 keeps crashing


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#1 leemang09

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Posted 26 June 2012 - 03:10 PM

I have a friend here who has Win7 Basic, and her comp keeps crashing. Crashing as in when she opens a folder, and the folder is loading to show the items in it. While it is loading, it takes a while and next thing you know, a message pops up and say that windows.exe has crash, restarting now. Is there a way to fix that?

Edited by hamluis, 26 June 2012 - 07:41 PM.
Moved from Win 7 to Am I Infected - Hamluis.


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#2 Allan

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Posted 26 June 2012 - 03:13 PM

1) What is new or different since the last time everything worked properly (ie, new hw, new sw, virus, error, etc)?
2) It would be more efficient for all concerned if your friend posted here directly.

#3 leemang09

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Posted 26 June 2012 - 03:20 PM

nothing really was new or different. it never crashed before. didn't start crashing after storing movies and music on the laptop.

#4 Allan

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Posted 26 June 2012 - 03:23 PM

So there WAS something new - she started storing movies & music. From where were these movies and music downloaded please? Also, does the same thing happen in safe mode? And have you performed full system scans with BOTH the installed AV and with MalwareBytes?

#5 leemang09

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Posted 26 June 2012 - 03:34 PM

the movies were ripped into the laptop and music were downloaded from itunes. and in safe mode it crashes too. i've only scan the laptop with MSE (Microsoft Security Essentials), and Norton. it seems to have viruses, but it was removed from the laptop. After both scans, it still crashes

#6 Allan

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Posted 26 June 2012 - 03:45 PM

First of all, the fact that the system is or was infected is important and should have been mentioned in your first post - as well as when I asked if there were any viruses found on the system! Second, if you have both Norton AV and MSE installed you must uninstall one or the other. You should NEVER have more than one av installed.

Then I suggest you post in the Am I Infected forum to make sure the system is malware-free.

Edited by Allan, 26 June 2012 - 03:46 PM.


#7 boopme

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Posted 26 June 2012 - 09:59 PM

Hello, can you do these sfter you've removed one AV and rebooted.

Please download MiniToolBox, save it to your desktop and run it.

Checkmark the following checkboxes:
  • Flush DNS
  • Report IE Proxy Settings
  • Reset IE Proxy Settings
  • Report FF Proxy Settings
  • Reset FF Proxy Settings
  • List content of Hosts
  • List IP configuration
  • List Winsock Entries
  • List last 10 Event Viewer log
  • List Installed Programs
  • List Users, Partitions and Memory size.
Click Go and post the result (Result.txt). A copy of Result.txt will be saved in the same directory the tool is run.

Note: When using "Reset FF Proxy Settings" option Firefox should be closed.




Next run MBAM (MalwareBytes):

Please download Malwarebytes Anti-Malware Posted Image and save it to your desktop.
  • Important!! When you save the mbam-setup file, rename it to something random (such as 123abc.exe) before beginning the download.
Malwarebytes may "make changes to your registry" as part of its disinfection routine. If using other security programs that detect registry changes (ie Spybot's Teatimer), they may interfere or alert you. Temporarily disable such programs or permit them to allow the changes.

  • Make sure you are connected to the Internet and double-click on the renamed file to install the application.
  • When the installation begins, follow the prompts and do not make any changes to default settings.
  • Malwarebytes will automatically start and you will be asked to update the program before performing a scan.
  • If an update is found, the program will automatically update itself. Press the OK button and continue.
  • If you cannot update Malwarebytes or use the Internet to download any files to the infected computer, manually update the database by following the instructions in FAQ Section A: 4. Issues.
  • Under the Scanner tab, make sure the "Perform Quick Scan" option is selected.
  • Click on the Scan button.
  • When 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, then click the Show Results button to see a list of any malware that was found.
  • Make sure that everything is checked and then 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.
  • Copy and paste the contents of that report in your next reply. Be sure to post the complete log to include the top portion which shows the database version and your operating system.
  • Exit Malwarebytes when done.
Note: If Malwarebytes encounters a file that is difficult to remove, you will be asked to reboot your computer so it can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally will prevent Malwarebytes from removing all the malware.

-- Some types of malware will target Malwarebytes and other security tools to keep them from running properly. If that's the case, go to Start > All Programs > Malwarebytes Anti-Malware folder > Tools > click on Malwarebytes Chameleon and follow the onscreen instructions. The Chameleon folder can be accessed by opening the program folder for Malwarebytes Anti-Malware (normally C:\Program Files\Malwarebytes' Anti-Malware or C:\Program Files (x86)\Malwarebytes' Anti-Malware).



Please download TDSSKiller.zip and and extract it.
  • Run TDSSKiller.exe.
  • Click on Change Parameters
  • Put a check in the box of Detect TDLFS file system
  • Click Start scan.
  • When it is finished the utility outputs a list of detected objects with description.
    The utility automatically selects an action (Cure or Delete) for malicious objects.
    The utility prompts the user to select an action to apply to suspicious objects (Skip, by default). Let the options as it is and click Continue
  • Let reboot if needed and tell me if the tool needed a reboot.
  • Click on Report and post the contents of the text file that will open.

    Note: By default, the utility outputs the log into system disk (it is usually the disk with installed operating system, C:\) root folder. The Log has a name like: TDSSKiller.Version_Date_Time_log.txt.

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