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fixing a friend's computer for free he is on benefit please help


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#1 AliasSmith&Jones

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Posted 22 June 2014 - 03:45 AM

Hi, I am Comp TIA A+ qualified and have met a few difficulties in attempting to fix my friend's computer. It is Windows 7 64 bit and had been left switched off for about a year. After it had downloaded a backlog of updates from Microsoft it started to get sudden "freezes" and now neither IE nor Chrome will work. This is annoying since my next step would have been to run the ESET scanner. I could burn an ISO of Firefox, if I could find such a thing, to a CD and install it that way since at the moment it won't go online, but I would appreciate any other suggestions. The AVG free antivirus is installed and seems to be working okay (it is getting updates,) but a full scan reports nothing.

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#2 boopme

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Posted 23 June 2014 - 03:43 PM

I moved this to Win 7 from AII for a first look.

Edited by boopme, 23 June 2014 - 03:44 PM.

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#3 Kilroy

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Posted 23 June 2014 - 03:51 PM

I guess the first question is, "Why hasn't it been used in a year?"



#4 hamluis

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Posted 23 June 2014 - 05:07 PM

Second...please follow the directions below :).

 

Please download MiniToolBox  , save it to your desktop and run it.
 
Checkmark the following checkboxes:
  List last 10 Event Viewer log
  List Installed Programs
  List Users, Partitions and Memory size.
 
Click Go and paste the content into your next post.
 
Also...please Publish a Snapshot using Speccy - http://www.bleepingcomputer.com/forums/topic323892.html/page__p__1797792#entry1797792 , taking care to post the link of the snapshot in your next post.
 
Louis



#5 AliasSmith&Jones

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Posted 05 July 2014 - 03:07 AM

Hi thankyou very much for the helpful advice, however I have made some progress if anyone's interested?

Chrome was actually working, but not properly (search text box and downloads were visually "hidden") so with a bit of fiddling I got ESET to scan and Firefox to download, so the computer can go online now. ESET spotted a scammer toolbar here:

 

win32/Toolbar.MyWebSearch

 

which it dealt with. Windows 7 is getting updates. So I reckon its quite a low level infection.

sfc/ scannow log spotted some corrupt system files: pardon my impertinence but I attach the CBS log here if anyone can be bothered having a look.

 

https://onedrive.live.com/redir?resid=BB2E1A77CB28CAE4%214673



#6 hamluis

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Posted 05 July 2014 - 10:02 AM

Moved from XP to Am I Infected.

 

Louis



#7 HairCut

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Posted 05 July 2014 - 10:25 AM

"at the moment it won't go online"

How then, is this?: "The AVG free antivirus is installed and seems to be working okay (it is getting updates,)"

 

I'd backup the user files and restore the system to factory defaults using whatever recovery is available. If you post details of the computer make and model it will be easier to advise.

 

This might be too speculative but I would guess the computer has been off-line for a year as it became unusable through malware infections.



#8 AliasSmith&Jones

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Posted 06 July 2014 - 05:29 AM

The computer was sold but the new owner didn't have steady internet access. Hence it was left switched off. there are no personal documents on it. I think there is a restore partition, it is a Dell Inspiron 545.



#9 boopme

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Posted 06 July 2014 - 08:51 PM

For the connection try these...

Please click Start > Run, type inetcpl.cpl in the runbox and press enter.
Click the Connections tab and click the LAN settings option.
Verify if "Use a proxy..." is checked, if so, UNcheck it and click OK/OK to exit.
Now check if the internet is working again.

OR

Go to Start ... Run and type in cmd
A dos Window will appear.
Type in the dos window: netsh winsock reset
Click on the enter key.

Reboot your system to complete the process.

If needed : type these one line at a time, press enter after each line. See if it works after each.


netsh interface ipv4 reset
netsh interface ipv6 reset
ipconfig /flushdns


WIN7.. Please Download this file, Click Me
Right-click on winsockfix.bat and click on Run as Administrator.



If connected run these, or from another machine save them Except ESET to a Flash Drive and run from there.

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.



    Download TDSSKiller and save it to your desktop.
  • Extract (unzip) its contents to your desktop.
  • Open the TDSSKiller folder and doubleclick on TDSSKiller.exe to run the application, then on Start Scan.
  • If an infected file is detected, the default action will be Cure, click on Continue.
  • If a suspicious file is detected, the default action will be Skip, click on Continue.
  • It may ask you to reboot the computer to complete the process. Click on Reboot Now.
  • If no reboot is require, click on Report. A log file should appear. Please copy and paste the contents of that file here.
  • If a reboot is required, the report can also be found in your root directory (usually C:\ folder) in the form of TDSSKiller_xxxx_log.txt. Please copy and paste the contents of that file here.
  • .
    .
    .
    ADW Cleaner

    Please download AdwCleaner by Xplode and save to your Desktop.
  • Double-click on AdwCleaner.exe to run the tool.
    Vista/Windows 7/8 users right-click and select Run As Administrator.
  • Click on the Scan button.
  • AdwCleaner will begin...be patient as the scan may take some time to complete.
  • After the scan has finished, click on the Report button...a logfile (AdwCleaner[R0].txt) will open in Notepad for review.
  • After reviewing the log, click on the Clean button.
  • Press OK when asked to close all programs and follow the onscreen prompts.
  • Press OK again to allow AdwCleaner to restart the computer and complete the removal process.
  • After rebooting, a logfile report (AdwCleaner[S0].txt) will open automatically.
  • Copy and paste the contents of that logfile in your next reply.
  • A copy of all logfiles are saved in the C:\AdwCleaner folder which was created when running the tool.
  • -- Note: The contents of the AdwCleaner log file may be confusing. Unless you see a program name that you recognize and know should not be removed, don't worry about it. If you see an entry you want to keep, return to AdwCleaner before cleaning...all detected items will be listed (and checked) in each tab. Click on each one and uncheck any items you want to keep (except you cannot uncheck Chrome and Firefox preferences lines).


    .

    thisisujrt.gif Please download Junkware Removal Tool to your desktop.
  • Shut down your protection software now to avoid potential conflicts.
  • 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.
  • .
    .
    .
    .
  • Last run ESET.
  • Hold down Control and click on this link to open ESET OnlineScan in a new window.
  • Click the esetonlinebtn.png button.
  • For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)
  • Click on esetsmartinstaller_enu.exe to download the ESET Smart Installer. Save it to your desktop.
  • Double click on the esetsmartinstaller_enu.png icon on your desktop.
  • Check "YES, I accept the Terms of Use."
  • Click the Start button.
  • Accept any security warnings from your browser.
  • Under scan settings, check "Scan Archives" and "Remove found threats"
  • Click Advanced settings and select the following:
  • Scan potentially unwanted applications
  • Scan for potentially unsafe applications
  • Enable Anti-Stealth technology
  • ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
  • When the scan completes, click List Threats
  • Click Export, and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
  • Click the Back button.
  • Click the Finish button.
  • NOTE:Sometimes if ESET finds no infections it will not create a log.

How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook




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