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Unable to open Windows explorer or Norton Antivirus


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#1 Donskee

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Posted 13 May 2013 - 04:23 AM

Hi,
Ive got an older Dell Inspiron 8600 Laptop that I haven't used in a while. I recently powered it up, and I can't get it to access the internet through Windows Internet explorer. Suspecting a virus, I tried to run Norton Antivirus, and it wont run either. Both programs flash on the screen, and then dissapear. I suspect the problem extends to my Intel Pro Wireless network adapter 2200BG, because it seems to search indefinitely for a new IP address. I also tried using an Ethernet cable and hardwiring it through my router, and it still wouldn't open IE. 
 
The computer is running Windows XP Professional Service pack 3. The computer reboots fine, and I can run other programs like Quicken 2011. Although there are not very many other programs on the computer. I can also run in safe mode
 
I found this site becasue I was looking at Comcasts forum to see if I could get a Norton disc to run from the CD instead of from the HDD. Now that I think about it, I don't know why that would have made a difference.
 
I could use some help in getting it working again. Any suggestions would be appreciated
 
Thanks,
Don
San Leandro, Ca.
 
*Moderator Edit: Moved topic from  Windows XP to Am I Infected to explore the possibility of infection since you stated in the Comcast forum it looks like it picked up a virus . ~ Queen-Evie*
 
--->2nd Mod Edit: Moved topic to Malware Removal Logs forum for continued help. ~bloopie

Edited by bloopie, 18 May 2013 - 04:19 PM.


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#2 Guest_Francis Houle_*

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Posted 13 May 2013 - 09:10 AM

Security Check

§  Download Security Check from here or here and save it to your Desktop.

§  Double-click on SecurityCheck.exe

§  Follow the on-screen instructions.

§  Notepad document should open automatically called checkup.txt.

§  Please post the content of that document.

 

Farbar Service Scanner               

§  Download Farbar Service Scanner.

§  Run it on the computer.

§  Make sure the following options are checked:

o    Internet Services

o    Windows Firewall

o    System Restore

o    Security Center/Action Center

o    Windows Update

o    Windows Defender

o    Other Services

§  Press "Scan".

§  It will create a log (FSS.txt) in the same directory where you run the tool.

§  Please copy and paste the log to your reply.

 

MiniToolBox

§  Download MiniToolBox

§  Run it on the computer.

§  Checkmark following boxes:

§  Report IE Proxy Settings

§  Report FF Proxy Settings

§  List content of Hosts

§  List IP configuration

§  List Winsock Entries

§  List last 10 Event Viewer log

§  List Installed Programs

§  List Devices (do NOT change any settings here)

§  List Users, Partitions and Memory size

§  Click Go and post the result.

 

Malwarebytes’ Anti-Malware

§  Download Malwarebytes' Anti-Malware https://www.bleepingcomputer.com/download/malwarebytes-anti-malware/ to your desktop.

§  Double-click mbam-setup.exe and follow the prompts to install the program.

§  At the end, be sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.

§  If an update is found, it will download and install the latest version.

§  Once the program has loaded, select Perform quick scan, then click Scan.

§  When the scan is complete, click OK, then Show Results to view the results.

§  Be sure that everything is checked, and click Remove Selected.

§  When completed, a log will open in Notepad.

§  Post the log back here.

§  Be sure to restart the computer.

§  The log can also be found here:
C:\Documents and Settings\Username\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs\log-date.txt or at C:\Program Files\Malwarebytes' Anti-Malware\Logs\log-date.txt

 

Malwarebytes’ Anti-Rootkit

§  Download Malwarebytes Anti-Rootkit from HERE to your Desktop.

§  Unzip downloaded file.

§  Open the folder where the contents were unzipped and run mbar.exe

§  Follow the instructions in the wizard to update and allow the program to scan your computer for threats.

§  Click on the Cleanup button.

§  When done, please post the two logs produced they will be in the MBAR folder..... mbar-log-xxxxx.txt and system-log.txt

 

 AdwCleaner

·         Please download AdwCleaner by Xplode onto your desktop.

·         Close all open programs and internet browsers.

·         Double click on adwcleaner.exe to run the tool.

·         Click on Delete.

·         Confirm each time with Ok.

·         Your computer will be rebooted automatically. A text file will open after the restart.

·         Please post the contents of that logfile with your next reply.

·         You can find the logfile at C:\AdwCleaner[S1].txt as well.

Junkware Removal Tool

§  Please download Junkware Removal Tool to your desktop.

§  Run the tool by double-clicking it. If you are using Windows Vista, 7, or 8; instead of double-clicking, right-mouse click JRT.exe and select "Run as Administrator".

§  The tool will open and start scanning your system.

§  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.

§  Post the contents of JRT.txt into your next message.

 

Temp File Cleaner

§  Download Temp File Cleaner (TFC) Alternate download: http://www.itxassociates.com/OT-Tools/TFC.exe

§  Double click on TFC.exe to run the program.

§  Click on Start button to begin cleaning process.

§  TFC will close all running programs, and it may ask you to restart computer.

§  NOTE. If it freezes in normal mode run it from safe mode. Be patient

 

Reset browsers

 

How to restore Google Chrome:
1. Close the Google Chrome browser, if it is running.
2. Go to Start menu, search for Run and open it. Or find it out from the Start menu, All programs, Accessories.
3. Type the following line according to the OS in the run box.

%LOCALAPPDATA%\Google\Chrome\User Data\ (in Windows 8/7/Vista)
%USERPROFILE%\Local Settings\Application Data\Google\Chrome\User Data\ (in Windows Xp). And hit Enter.

4. There is a folder named Default and this folder contains all the current settings.

5. Rename the Default folder to Default.old.

6. Now lunch the Google Chrome.

See, all the original settings are restored. A new folder "Default" will be created and it will hold all settings for now.

 

How to restore Internet Explorer in Windows 8:

1.     Swipe in from the right edge of the screen (if you're using a mouse, point to the upper-right corner of the screen and move the mouse pointer down), and then tap or click Search. Enter Internet options in the search box, and then tap or click Settings.

 

2.     In the search results, tap or click Internet Options. Tap or click the Advanced tab and then tap or click Reset… 
Note:
 Select the Delete personal settings check box if you would also like to remove browsing history, search providers, Accelerators, home pages, Tracking Protection, and ActiveX Filtering data. 

 

3.     In the Reset Internet Explorer Settings window tap or click Reset 
Note: 
To delete all personal settings,tap or click the checkbox for Delete personal settings.

 

4.     Close and then restart Internet Explorer for the changes to take effect.

 

How to restore Internet Explorer in Windows XP, Vista or 7:

1.     Exit all programs, including Internet Explorer.

 

2.     If you use Windows XP, click Start, and then click Run. Type the following command in the Open box, and then press Enter: inetcpl.cpl

If you use Windows 7 or Windows Vista, click Start

Type the following command in the Search box, and then press Enter: inetcpl.cpl

The Internet Options dialog box appears.

 

3.     Click the Advanced tab.

 

4.     Under Reset Internet Explorer settings, click Reset. Then click Reset again.
Click to select the Delete personal settings check box if you also want to remove browsing history, search providers, Accelerators, home pages, Tracking Protection, and ActiveX Filtering data.

 

5.     When Internet Explorer finishes resetting the settings, click Close in the Reset Internet Explorer Settings dialog box.

 

6.     Start Internet Explorer again.

 

How to restore Firefox:

1. At the top of the Firefox window, click the Firefox button, go over to the Help sub-menu
and select Troubleshooting Information.

2. Click the Reset Firefox button in the upper-right corner of the Troubleshooting Information page.

3. To continue, click Reset Firefox in the confirmation window that opens.

4. Firefox will close and be reset. When it's done, a window will list the information that was imported. Click Finish and Firefox will open.

 

Please do the following :

§  Update Internet Explorer, Mozilla Firefox and Google Chrome

§  Update Java

§  Update Adobe Flash, Shockwave, Air and Reader

§  Update Windows

 

NOTE 1. Make sure all logs are pasted not attached.

NOTE 2. You must have only ONE antivirus on the computer. I recommend a paid antivirus like Norton 360, Kaspersky Pure or Malwarebytes Pro or a free antivirus like Avast, AVG or Microsoft Security Essentials



#3 Guest_Francis Houle_*

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Posted 13 May 2013 - 10:39 AM

You should download the tools on a working computer, put them on a cd or external drive, then use them on the Dell laptop.



#4 Donskee

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Posted 13 May 2013 - 02:15 PM

Hi,

I'm in the process of transferring the data back and forth to post here. On both the Farbar, and the Mini tool box, the result of the scans show unable to find file.  Either FSS.txt or result.txt



#5 Donskee

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Posted 13 May 2013 - 02:36 PM

When I tried to install the Anti Malware, I got;

CoCreateInstance failed; code 0x80040154, Class not registered.



#6 Donskee

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Posted 13 May 2013 - 02:44 PM

Also from Anti Malware

Run-time error '372' :

Failed to load control 'Web Browser' from leframe.dll. Your version of leframe.dll maybe outdated. Make sure you are usng the version of the control that was provided with your application.



#7 Guest_Francis Houle_*

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Posted 13 May 2013 - 08:40 PM

Try this : http://www.surfright.nl/en/kickstart



#8 Donskee

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Posted 14 May 2013 - 01:51 PM

The Kickstart requires a thumb drive which I don't have access to now. Any other suggestions in the meantime?

 

Thanks



#9 bloopie

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Posted 14 May 2013 - 06:39 PM

Hello Donskee, and welcome to Bleeping Computer! :thumbsup:

 

My name is bloopie and I will stay with you to the best of my abilities!

 

==========
 
I notice from the problems that you are experiencing, you may have an infection that some standard tools won't be able to handle.
 
You mention you are able to boot into safemode, how does the computer behave in any of those modes? If you are able to boot into Safemode with Networking, try to download and run Malwarebytes Anti-Malware from there, and post the log if possible.

If you are not able to run MBAM from safemode, then please let me know!
 
==========
 
Also:

I'm in the process of transferring the data back and forth to post here.

Could you please tell us how you are trying to do this if you do not have a flashdrive available?

In addition to the above, please let us know exactly what you have to work with (Original Windows Installation disc/another clean computer/CD burner available...etc).

That information will better help to determine our next steps!

Let me know what you have available, and I'll determine the next best steps!

bloopie



#10 Donskee

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Posted 17 May 2013 - 11:41 AM

Hi Bloopie
Thanks for your offer to help, and sorry for not responding sooner.
To answer your question about transferring info, I was burning the programs to disc and installing them on my laptop from there.
In regards to safe ode, the computer acted the same, and couldn't access the Internet from safe mode either.
I friend a few things over the last couple of days that have had some positive and negative affects. When I wasn't able to run MBAM, I was able to download and scan with AVast, as well as Rkil and TDkill(?). None of these had any effect on the performance, so I decided to reload XP. Only now XP wouldn't install on my hard drive. So I switched HDs and finally installed XP on that older HD, and it seems to be working fine. I'm able to access the Internet through my wireless router.
So now I attempt to scan the new HD as a remote drive, and the scan doesn't find any problems. I wake up this morning and now my desktop is running slow. I try to open Outlook, and it wants to know which file to choose. In addition, it now can't access the Internet or run Norton. I was in the middle of a MBAM scan when the desktop froze.
Seems like I should try the kickstart program
Thanks
Don

#11 bloopie

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Posted 18 May 2013 - 04:13 PM

Hello again,

No need to apologize...in fact it is me that should apologize for the delay! :)

Thanks for the information! I'll need a bit more clarification on that though:
 

So I switched HDs and finally installed XP on that older HD, and it seems to be working fine.

So now I attempt to scan the new HD as a remote drive, and the scan doesn't find any problems.

Which drive is the "new" one? And how are you scanning it as a "remote drive"? Do you mean to say that the hard drive is installed as a slave drive?

If that's the case, your scans won't be very effective as the registry isn't loaded when the drive is connected as a slave. The drive must be the "primary drive" with Windows "loaded and running", so that the registry can also be scanned.

==========

Also, burning programs to disc and transferring them can be tedious to continue doing. Any flashdrive can be bought these days very cheap and are extremely easy and quick to use, for these types of things...and many other things as well (for instance, backing up data you want to save elsewhere)! :)

Do you have your Original Windows Installation disc? That may come in handy in the near future.

==========
 

I was able to download and scan with AVast, as well as Rkil and TDkill(?).

Could you please copy and paste those logs in your next reply?
  • If you can't find the Rkill log, you may run the tool again, then post the log that opens.
  • The TDSSKiller log can be found here: TDSSKiller.[Version]_[Date]_[Time]_log.txt file in your root directory (typically c:\)
In addition to that, I'd like you to download and run a few more programs for me found below. I've moved this topic to the Malware Removal Logs forum where it will stay so that you can post all the requested logs.

==========

The additional tools I'd like you to try and run are the steps below:

Step :step1:

Please download Farbar Recovery Scan Tool and save it to the desktop of the infected machine.

Note: You need to run the version compatibale 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.
  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
  • The first time the tool is run, it makes also another log (Addition.txt). Please attach it to your reply.
==========

Step :step2:

Download ListParts and save it to the desktop of the infected machine.
  • Double click ListParts.exe to launch the program.
  • Double click ListParts64.exe to launch the program.
  • Press the Scan button.
  • When finished scanning it will make a log Result.txt on your Desktop.
  • Please post me the contents of the log.
==========

Step :step3:

Please download Farbar Service Scanner and run it on the infected machine.
  • Make sure the following options are checked:
    • Internet Services
    • Windows Firewall
    • System Restore
    • Security Center/Action Center
    • Windows Update
    • Windows Defender
  • 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.
==========

In your next reply, please include all the requested logs!

If you cannot fit them into one post, you may use more than one.
If you had any problems, please let me know!


bloopie

#12 Donskee

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Posted 19 May 2013 - 08:26 PM

Hi
Thanks for your comments and suggestions.
Things continue to evolve and change. To address your questions, I was running the system on a 30G drive, and scanning the 320GB drive as an external drive. It was in a portable case, hooked up via a USB cable. I guess I thought scanning meant scanning,and didn't realize that it wouldn't scan the registry.
So, the latest news is that the other night when I was installing IE8, the 30G HD started clicking like crazy, and finally died. I swapped out the 320G in its place, and XP wouldn't boot from the Installation disc onto the 320 drive. I pulled out the 320 drive and hooked it up to my desktop, and did a sector scan using an online tool from W/D. I erased it (re-writing zeros) and It said it was working fine. But because it was still under warranty, I packed it up and sent it back to W/D.
So keep your eyes peeled, and in about a week or so I'll have the new drive, and I'll be ready to install the new OS. Is there anything I can do as a part of the re-installation process to reduce future problems?
Thanks
Don

#13 bloopie

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Posted 21 May 2013 - 06:40 PM

Sorry for the delay, and thanks for the note!

I will post back again tomorrow with some ways you can keep your new drive working correctly. Let me know if you have any questions in the meantime!

bloopie

#14 bloopie

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Posted 23 May 2013 - 06:21 PM

Hello again Donskee!

I was originally going give you some tips from my own knowledge then add a couple of links for you to read, but while searching I found a good write-up from TechRepublic (link below) that encompassed mostly what I would suggest to you.

 

Here is the link: Ten Ways To Keep Your Hard Drive From Failing


--> With the exception of number 7 in the link above, you can probably follow all of those suggestions as they are all very good.

 

The reason I would except number 7 is two fold:

 

  • For one thing, you've already got a new drive coming so a Solid State Drive (SSD) doesn't really apply, although it is a great idea.
  • For the second thing, some systems wouldn't be sensible to assimilate an SSD. For instance, if your machine doesn't have SATA 3 bus speed capability to support the full speed of the SSD, then you wouldn't get the full speed increase of the transition. There are other reasons as well, but I don't think we need to get into that here unless you would like to. :)

 

==========

 

Let me know how your new drive works out, or if you'd like any other assistance from me here (in the Malware Removal subforum). If you think you're okay and don't need any more help here, please let me know and I'll close this topic.

 

The Bleeping Computer staff is very well rounded and we have many specialists to help in all facets of computers, so please don't be a stranger in the future (even if you just want to chat)!

 

Also on behalf of the Bleeping Computer staff, thank you for choosing us! :thumbup2:

 

 

My best regards,

 

bloopie



#15 bloopie

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Posted 27 May 2013 - 02:39 PM

This is a bump. It's been a few days since my last post, please let me know if you need any further assistance in this topic!

 

If no further assistance is needed or I receive no response in the next two days, I will close this topic. If you need more time, please just let me know.

 

bloopie






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