I knew this day would eventually come - I encountered my first Windows 8 computer infected with malware.
My question is, do we have any good information as to how to deal with these situations? Most of the malware removal techniques with which ected forum ~~I'm familiar require Safe Mode, but Microsoft blocks booting into Safe Mode by default. I was able to find out how to enable the legacy Windows boot menu, but that information was useless to me because the malware this user picked up blocked access to msconfig and Command Prompt and prevented System Restore from working properly. The computer is an HP Pavilion 2000-2b43dx laptop, and just to make things even more difficult, HP interposed its own Advanced Options submenu, which offers even fewer options than Microsoft gives by default. When I attempted a "Refresh your PC" from there, it just hung. This computer's BIOS also makes it difficult (impossible?) to boot from a USB device as long as the hard drive is healthy.
I don't need assistance with this particular incident at this time, because I ultimately found the BIOS-level F11 recovery options, which also provides access to the Windows 7 Refresh your PC function, and as I type this, the laptop is about 85% of the way through this process. Hopefully, that will eradicate the malware and leave the computer usable again.
However, for my edification and future reference, how are people dealing with situations like this one? I plan to activate the legacy boot menu on all my Windows 8 customers' PCs while their PCs are healthy, but it's not unusual for new customers to bring me their malware-infected computers for cleanup, and I can't expect them to know to do this.
Edited by boopme, 07 July 2013 - 09:39 PM.