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Safe-mode works only, won't start in normal mode


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35 replies to this topic

#1 okuuni

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Posted 16 August 2012 - 10:56 AM

Hello, I'm trying to help a friend whose computer (OS Vista Home Basic with SP1) has been having a lot of trouble, and it's getting worse.
Their computer can only start in Safe Mode, trying regular mode just makes the screen go black, and it crashes. Below is a Hijack This scan log done in Safe Mode.

Any help or suggestions are most appreciated

-----


Logfile of Trend Micro HijackThis v2.0.4
Scan saved at 11:53:08 PM, on 8/15/2012
Platform: Windows Vista SP1 (WinNT 6.00.1905)
MSIE: Internet Explorer v7.00 (7.00.6001.18639)
Boot mode: Safe mode with network support

Running processes:
C:\Windows\Explorer.EXE
C:\Program Files\Windows Media Player\wmpnscfg.exe
C:\Program Files\Lavasoft\Ad-Aware\AAWTray.exe
C:\Program Files\Windows Live\Messenger\msnmsgr.exe
C:\Program Files\Windows Live\Contacts\wlcomm.exe
C:\Program Files\Mozilla Firefox\firefox.exe
C:\Program Files\Mozilla Firefox\plugin-container.exe
C:\Windows\system32\Macromed\Flash\FlashPlayerPlugin_11_3_300_268.exe
C:\Windows\system32\Macromed\Flash\FlashPlayerPlugin_11_3_300_268.exe
C:\Users\Owner\Desktop\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://homepage.emachines.com/rdr.aspx?b=ACEW&l=0409&s=1&o=vb32&d=0109&m=et1161-05
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://securityresponse.symantec.com/avcenter/fix_homepage/
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://homepage.emachines.com/rdr.aspx?b=ACEW&l=0409&s=1&o=vb32&d=0109&m=et1161-05
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://homepage.emachines.com/rdr.aspx?b=ACEW&l=0409&s=1&o=vb32&d=0109&m=et1161-05
R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyServer = :0
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
O1 - Hosts: 94.63.240.165 www.google.com
O1 - Hosts: 94.63.240.166 www.bing.com
O2 - BHO: Adobe PDF Reader Link Helper - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: WormRadar.com IESiteBlocker.NavFilter - {3CA2F312-6F6E-4B53-A66E-4E65E497C8C0} - C:\Program Files\AVG\AVG8\avgssie.dll
O2 - BHO: (no name) - {5C255C8A-E604-49b4-9D64-90988571CECB} - (no file)
O2 - BHO: Java™ Plug-In SSV Helper - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre6\bin\ssv.dll
O2 - BHO: Windows Live Sign-in Helper - {9030D464-4C02-4ABF-8ECC-5164760863C6} - C:\Program Files\Common Files\Microsoft Shared\Windows Live\WindowsLiveLogin.dll
O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - C:\Program Files\Google\Google Toolbar\GoogleToolbar_32.dll
O2 - BHO: Google Toolbar Notifier BHO - {AF69DE43-7D58-4638-B6FA-CE66B5AD205D} - C:\Program Files\Google\GoogleToolbarNotifier\5.7.7227.1100\swg.dll
O2 - BHO: Java™ Plug-In 2 SSV Helper - {DBC80044-A445-435b-BC74-9C25C1C588A9} - C:\Program Files\Java\jre6\bin\jp2ssv.dll
O3 - Toolbar: Google Toolbar - {2318C2B1-4965-11d4-9B18-009027A5CD4F} - C:\Program Files\Google\Google Toolbar\GoogleToolbar_32.dll
O4 - HKLM\..\Run: [RtHDVCpl] RtHDVCpl.exe
O4 - HKLM\..\Run: [UpdateP2GoShortCut] "C:\Program Files\CyberLink\Power2Go\MUITransfer\MUIStartMenu.exe" "C:\Program Files\CyberLink\Power2Go" UpdateWithCreateOnce "SOFTWARE\CyberLink\Power2Go\6.0"
O4 - HKLM\..\Run: [RemoteControl] "C:\Program Files\CyberLink\PowerDVD\PDVDServ.exe"
O4 - HKLM\..\Run: [LanguageShortcut] "C:\Program Files\CyberLink\PowerDVD\Language\Language.exe"
O4 - HKLM\..\Run: [UpdatePSTShortCut] "C:\Program Files\CyberLink\DVD Suite\MUITransfer\MUIStartMenu.exe" "C:\Program Files\CyberLink\DVD Suite" UpdateWithCreateOnce "Software\CyberLink\PowerStarter"
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files\Adobe\Reader 8.0\Reader\Reader_sl.exe"
O4 - HKLM\..\Run: [EarthLink Installer] " /C
O4 - HKLM\..\Run: [Google Desktop Search] "C:\Program Files\Google\Google Desktop Search\GoogleDesktop.exe" /startup
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Common Files\Java\Java Update\jusched.exe"
O4 - HKLM\..\Run: [COMODO] C:\Program Files\COMODO\COMODO GeekBuddy\CLPSLA.exe
O4 - HKLM\..\Run: [CPA] C:\Program Files\COMODO\COMODO GeekBuddy\VALA.exe
O4 - HKLM\..\Run: [COMODO Internet Security] "C:\Program Files\COMODO\COMODO Internet Security\cfp.exe" -h
O4 - HKCU\..\Run: [msnmsgr] "C:\Program Files\Windows Live\Messenger\msnmsgr.exe" /background
O4 - HKCU\..\Run: [swg] "C:\Program Files\Google\GoogleToolbarNotifier\GoogleToolbarNotifier.exe"
O4 - HKCU\..\Run: [BitTorrent DNA] "C:\Program Files\DNA\btdna.exe"
O4 - HKCU\..\Run: [Easy Dock] C:\Users\Owner\Documents\RCA easyRip\EZDock.exe
O4 - HKCU\..\Run: [SUPERAntiSpyware] C:\Program Files\SUPERAntiSpyware\SUPERAntiSpyware.exe
O4 - HKCU\..\Run: [WMPNSCFG] C:\Program Files\Windows Media Player\WMPNSCFG.exe
O4 - HKCU\..\Policies\Explorer\Run: [Support.com] C:\Users\Owner\AppData\Roaming\4B6A76.exe
O4 - HKUS\S-1-5-19\..\Run: [Sidebar] %ProgramFiles%\Windows Sidebar\Sidebar.exe /detectMem (User 'LOCAL SERVICE')
O4 - HKUS\S-1-5-19\..\Run: [WindowsWelcomeCenter] rundll32.exe oobefldr.dll,ShowWelcomeCenter (User 'LOCAL SERVICE')
O4 - HKUS\S-1-5-20\..\Run: [Sidebar] %ProgramFiles%\Windows Sidebar\Sidebar.exe /detectMem (User 'NETWORK SERVICE')
O4 - Startup: Cool Edit Pro Help.lnk = C:\Program Files\Cooledit\coolpro.hlp
O4 - Startup: Cool Edit Pro.lnk = C:\Program Files\Cooledit\coolpro.exe
O4 - Startup: GameStop Now.lnk = C:\Program Files\Impulse\Now\GameStopNow.exe
O4 - Startup: RCA Detective.lnk = C:\Users\Owner\Documents\RCA Detective\RCADetective.exe
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\Office12\EXCEL.EXE/3000
O9 - Extra button: Run IMVU - {d9288080-1baa-4bc4-9cf8-a92d743db949} - C:\Users\Owner\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\IMVU\Run IMVU.lnk
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O10 - Unknown file in Winsock LSP: c:\windows\system32\wpclsp.dll
O17 - HKLM\System\CCS\Services\Tcpip\..\{3789212C-4E37-4DC7-8B34-88599A8C27F4}: NameServer = 8.26.56.26,156.154.70.22
O18 - Protocol: linkscanner - {F274614C-63F8-47D5-A4D1-FBDDE494F8D1} - C:\Program Files\AVG\AVG8\avgpp.dll
O20 - AppInit_DLLs: AVGRSSTX.DLL C:\PROGRA~1\GOOGLE\GOOGLE~1\GOEC62~1.DLL C:\Windows\system32\guard32.dll
O20 - Winlogon Notify: !SASWinLogon - C:\Program Files\SUPERAntiSpyware\SASWINLO.DLL
O22 - SharedTaskScheduler: Component Categories cache daemon - {8C7461EF-2B13-11d2-BE35-3078302C2030} - C:\Windows\system32\browseui.dll
O23 - Service: SAS Core Service (!SASCORE) - SUPERAntiSpyware.com - C:\Program Files\SUPERAntiSpyware\SASCORE.EXE
O23 - Service: Agere Modem Call Progress Audio (AgereModemAudio) - Agere Systems - C:\Windows\system32\agrsmsvc.exe
O23 - Service: AVG Free8 E-mail Scanner (avg8emc) - AVG Technologies CZ, s.r.o. - C:\PROGRA~1\AVG\AVG8\avgemc.exe
O23 - Service: AVG Free8 WatchDog (avg8wd) - AVG Technologies CZ, s.r.o. - C:\PROGRA~1\AVG\AVG8\avgwdsvc.exe
O23 - Service: ##Id_String1.6844F930_1628_4223_B5CC_5BB94B879762## (Bonjour Service) - Apple Computer, Inc. - C:\Program Files\Bonjour\mDNSResponder.exe
O23 - Service: COMODO livePCsupport Service (CLPSLS) - COMODO - C:\Program Files\COMODO\COMODO GeekBuddy\CLPSLS.exe
O23 - Service: COMODO Internet Security Helper Service (cmdAgent) - COMODO - C:\Program Files\COMODO\COMODO Internet Security\cmdagent.exe
O23 - Service: Empowering Technology Service (ETService) - Unknown owner - C:\Program Files\EMACHINES\eMachines Recovery Management\Service\ETService.exe
O23 - Service: FLEXnet Licensing Service - Macrovision Europe Ltd. - C:\Program Files\Common Files\Macrovision Shared\FLEXnet Publisher\FNPLicensingService.exe
O23 - Service: GamesAppService - WildTangent, Inc. - C:\Program Files\WildTangent Games\App\GamesAppService.exe
O23 - Service: Google Desktop Manager 5.9.1005.12335 (GoogleDesktopManager-051210-111108) - Google - C:\Program Files\Google\Google Desktop Search\GoogleDesktop.exe
O23 - Service: Google Update Service (gupdate) (gupdate) - Google Inc. - C:\Program Files\Google\Update\GoogleUpdate.exe
O23 - Service: Google Update Service (gupdatem) (gupdatem) - Google Inc. - C:\Program Files\Google\Update\GoogleUpdate.exe
O23 - Service: Google Software Updater (gusvc) - Google - C:\Program Files\Google\Common\Google Updater\GoogleUpdaterService.exe
O23 - Service: Lavasoft Ad-Aware Service - Lavasoft - C:\Program Files\Lavasoft\Ad-Aware\AAWService.exe
O23 - Service: LiveUpdate - Symantec Corporation - c:\Program Files\Symantec\LiveUpdate\LuComServer_3_4.EXE
O23 - Service: Mozilla Maintenance Service (MozillaMaintenance) - Mozilla Foundation - C:\Program Files\Mozilla Maintenance Service\maintenanceservice.exe
O23 - Service: nProtect GameGuard Service (npggsvc) - Unknown owner - C:\Windows\system32\GameMon.des.exe (file missing)
O23 - Service: NVIDIA Display Driver Service (nvsvc) - NVIDIA Corporation - C:\Windows\system32\nvvsvc.exe
O23 - Service: Realtek11nSU - Realtek - C:\Program Files\Realtek\11n USB Wireless LAN Utility\RtlService.exe
O23 - Service: Cyberlink RichVideo Service(CRVS) (RichVideo) - Unknown owner - C:\Program Files\CyberLink\Shared files\RichVideo.exe

--
End of file - 9690 bytes

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#2 HelpBot

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Posted 21 August 2012 - 11:00 AM

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#3 okuuni

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Posted 22 August 2012 - 06:19 PM

Okay, here is more info from my friend I am helping, also am attaching the GMER scan

1. Some time ago, I noticed that the website links on my now former homepage Google were not directing me to the actual websites, but rather to random sites often having nothing to do with the site in question. I later noticed, that not only did my firewall and other security settings appear to be altered, but that something was preventing me from changing them back. I ran a few programs such as adaware and super antispyware, but all scans routinely failed to find anything seriously wrong. 1 program, AVG noted that there was indeed an infection, seemingly a Trojan of some kind, but refused to take any corrective action. After downloading another program which was highly recommended by a friend (Comodo), I detected and deleted infected files on a regular basis. But these files were always in the same place and of the same number. Approx a week later, I attempted to start my computer, it took forever to accomplish and even after starting was EXTREMELY slow. The very next day, when I went to start the computer, it would act like it was initially starting, but would then just go black and never actually start. Since then, it will only run in Safe Mode.

2. see attachment.

3. As far as I know, I do not retain said CD.

Attached Files

  • Attached File  ark.txt   66.01KB   4 downloads


#4 m0le

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Posted 25 August 2012 - 08:12 PM

Hi,

Welcome to Bleeping Computer. My name is m0le and I will be helping you with your log.
  • Please subscribe to this topic, if you haven't already. Click the Watch This Topic button at the top on the right.

  • Please avoid installing/uninstalling or updating any programs and attempting any unsupervised fixes or scans. This can make helping you impossible.

  • Please reply to this post so I know you are there.
The forum is busy and we need to have replies as soon as possible. If I haven't had a reply after 3 days I will bump the topic and if you do not reply by the following day after that then I will close the topic.

----------------------------------------------

You (or your friend) have a rootkit called ZeroAccess.

Please attempt to run Combofix in safe mode

Please download ComboFix from one of these locations:* IMPORTANT !!! Save ComboFix.exe to your Desktop making sure you rename it comfix.exe
  • Disable your AntiVirus and AntiSpyware applications including Firewalls, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. (Click on this link to see a list of programs that should be disabled. The list is not all inclusive.)
  • Double click on Comfix.exe & follow the prompts.
  • As part of it's process, ComboFix will check to see if the Microsoft Windows Recovery Console is installed. With malware infections being as they are today, it's strongly recommended to have this pre-installed on your machine before doing any malware removal. It will allow you to boot up into a special recovery/repair mode that will allow us to more easily help you should your computer have a problem after an attempted removal of malware.
  • Follow the prompts to allow ComboFix to download and install the Microsoft Windows Recovery Console, and when prompted, agree to the End-User License Agreement to install the Microsoft Windows Recovery Console.
**Please note: If the Microsoft Windows Recovery Console is already installed, ComboFix will continue it's malware removal procedures.

Posted Image


Once the Microsoft Windows Recovery Console is installed using ComboFix, you should see the following message:

Posted Image


Click on Yes, to continue scanning for malware.

When finished, it shall produce a log for you. Please include the C:\ComboFix.txt in your next reply.

If you receive the message "Illegal operation attempted on a registry key that has been marked for deletion." then please reboot the system.
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#5 okuuni

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Posted 26 August 2012 - 01:41 AM

Thank you, attached is the requested log.
After running combofix, the computer still won't restart in normal mode, only in safe mode.

Attached Files



#6 m0le

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Posted 26 August 2012 - 04:08 AM

Combofix identified a system file which has been infected. Let's find a replacement file on your machine to swap out.

Please download SystemLook from one of the links below and save it to your Desktop.
Download Mirror #1
Download Mirror #2

  • Double-click SystemLook.exe to run it.
  • Copy the content of the following codebox into the main textfield:
    :filefind
    services.exe 
    
  • Click the Look button to start the scan.
  • When finished, a notepad window will open with the results of the scan. Please post this log in your next reply.
Note: The log can also be found on your Desktop entitled SystemLook.txt
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#7 okuuni

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Posted 26 August 2012 - 05:18 PM

Thank you, attached is the System Look log


SystemLook 30.07.11 by jpshortstuff
Log created at 14:57 on 26/08/2012 by Owner
Administrator - Elevation successful

========== filefind ==========

Searching for "services.exe "
C:\Windows\SoftwareDistribution\Download\cd2b15b1a90e884578188440a1660b12\x86_microsoft-windows-s..s-servicecontroller_31bf3856ad364e35_6.0.6002.18005_none_d14b3973ca6acc56\services.exe --a---- 279552 bytes [22:41 15/08/2010] [06:27 11/04/2009] D4E6D91C1349B7BFB3599A6ADA56851B
C:\Windows\System32\services.exe --a---- 279040 bytes [02:34 21/01/2008] [02:34 21/01/2008] 5DC3C54FC22BBB6F66C290C7C0384DF9
C:\Windows\winsxs\x86_microsoft-windows-s..s-servicecontroller_31bf3856ad364e35_6.0.6001.18000_none_cf5fc067cd49010a\services.exe --a---- 279040 bytes [02:34 21/01/2008] [02:34 21/01/2008] 2B336AB6286D6C81FA02CBAB914E3C6C

-= EOF =-

Attached Files


Edited by okuuni, 26 August 2012 - 08:32 PM.


#8 m0le

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Posted 26 August 2012 - 08:46 PM

Okay, this is tricky but necessary

We need to replace the infected file in the Recovery Environment


First we need to copy a clean file to replace the infected one.

Please do this:
  • Click on the Start button, then click on Run...

  • In the empty "Open:" box provided, type cmd and press Enter This will launch a Command Prompt window (looks like DOS).

  • Copy the entire blue text below to the clipboard by highlighting all of it and pressing Ctrl+C (or after highlighting, right-click and select Copy).

    copy C:\Windows\winsxs\x86_microsoft-windows-s..s-servicecontroller_31bf3856ad364e35_6.0.6001.18000_none_cf5fc067cd49010a\services.exe C:\ /y

  • In the Command Prompt window, paste the copied text by right-clicking and selecting Paste.

  • Press Enter. When successfully, you should get this message within the Command Prompt: "1 file(s) copied"
  • Exit the Command Prompt window.
Now we need to boot into the Recovery Environment:

Reboot your computer. Combofix should have installed the recovery console so this should already be available.

Follow the instructions here to start it


Next

Type cd system32 and press Enter.
Type ren services.exe services.vir and press Enter.
Then type copy C:\services.exe services.exe and press Enter.
Now type exit and press Enter to reboot your computer into normal mode.


Let me know how that goes.
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#9 okuuni

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Posted 28 August 2012 - 11:08 AM

I haven't been able to establish contact with my friend since giving him these last instructions. Please let me try another day or two before closing this thread if that's okay? Sorry for the delay, and thanks again for the wonderful help.

#10 m0le

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Posted 28 August 2012 - 08:38 PM

Okay. I will give you five days. PM me after that if you need to :)
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#11 okuuni

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Posted 29 August 2012 - 12:04 AM

Okay, thank you for the extra time, I've heard back now. :)

They're saying they followed the directions up to rebooting it and using the recovery console, but there's no recovery console option when it's rebooted. I know they installed combofix, maybe they accidentally opted not to have it, or it didn't offer it since they are in safe mode? (just a guess)
Is there another way I should advise them to download and install the windows recovery? They have Vista if that makes a difference?

Thanks again for the help!

#12 m0le

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Posted 29 August 2012 - 02:58 PM

Edited

Edited by m0le, 29 August 2012 - 03:00 PM.
Sorry, wrong info

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#13 okuuni

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Posted 29 August 2012 - 03:01 PM

^ They use Vista though, would that affect anything in the directions you gave?

Thank again

#14 m0le

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Posted 29 August 2012 - 03:02 PM

Apologies, Vista does not have a recovery console.

Locate your Vista disk.

If your PC is not booting from the CD, you need to change the boot order:
  • Restart your PC
  • As soon as you get an image, press the Setup key. This is usually F2, or Del. On some machines the key can also be a different one. It should, however, be stated on the screen which key is the setup key.
  • Once you enter the computer's BIOS, use the arrow keys and tab key to move between elements. Press enter to select an item to change.
  • Navigate to the tab, where you can set the boot order. It should be called Boot or Boot order
  • The tab should now show your current boot order.
    If the CD-drive is not at the top, please navigate to the CD-Rom drive with the keys arrows. Then move it to the top of the list. The keys for switching boot position are usually + to move up and - to move down. However they can be different, but they should be stated in the help, so that you can find them easily.
  • Once the CD-drive is on top of the boot order, navigate to Exit and select Exit saving changes.
  • Your PC should now boot from your CD.
    Click to select any options that are required to start the computer from the CD-ROM drive if you are prompted.


  • Select your Vista Install from the list in Windows Boot Manager

    Microsoft Vista Setup (x86)
    Microsoft Vista Setup (x64)

  • Press enter.
  • You will then see Windows is Loading Files.
  • Next, the Language Screen will come up. Since you have already selected this option when you installed Vista, just click on Next.
  • Now you will see the Vista Installation Screen.

    DO NOT CHOOSE Install Now

    Instead, towards the bottom left of the window you will see.

    What to know before installing Windows

    Repair your Computer

    Choose and click on Repair your Computer
  • Select "command prompt"
From there complete the steps starting from here:

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#15 okuuni

okuuni
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Posted 29 August 2012 - 05:17 PM

He no longer has the Vista disc :(




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