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virus has deleted my network adapter and ethernet connection


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#1 tedbay

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Posted 24 November 2014 - 12:24 PM

Hi,

 

I would appreciate any help please.

 

Daughter's laptop has a virus on it and I've tried everything to get it working again but with no success.

 

its an ACER Aspire laptop and the virus has deleted any sign of the network adapters, I've downloaded the drivers, ran various malaware removal tools and fix's etc. but nothing works.

 

I've reinstalled windows to see if that would do anything but nothing, the network adapters are no where to be seen on the computer.

 

I'm at a loss

 

Any help would be much appreciated.

 

Kind Regards

 

Tedbay


Edited by hamluis, 24 November 2014 - 12:35 PM.
Moved from Win 7 to Am I Infected - Hamluis.


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#2 JohnC_21

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Posted 24 November 2014 - 12:29 PM

Hello, and Welcome

 

If you reinstalled Windows on a clean drive then I doubt it's a virus that is causing the problem. Are there any yellow exclamation marks in Device Manager?

 

Edit: What is the model number of the Acer laptop?


Edited by JohnC_21, 24 November 2014 - 12:30 PM.


#3 tedbay

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Posted 24 November 2014 - 12:34 PM

I didn't do a clean install, just a repair to Windows.

 

Yes, there's exclamation marks against network adapter, Ethernet controller and PCI. Says no drivers against each one but when you try to add the drivers it doesn't recognise anything.



#4 tedbay

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Posted 24 November 2014 - 12:36 PM

The model is Acer 7741



#5 JohnC_21

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Posted 24 November 2014 - 12:39 PM

Right click each device with the yellow exclamation mark in Device Manager. Select Properties. Under the Details tab, select Hardware ID's in the dropdown box. Copy and Paste the first line of each device in your next post.

 

When you double click any exe file, does the program launch?

 

611.png?w=604



#6 tedbay

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Posted 24 November 2014 - 01:09 PM

Apologies for the delay, im having to use 2 computers

 

hardware id's

 

PCI PCI\VEN_8086&DEV_3B64&SUBSYS_037E1025&REV_06

 

NETWORK Adapter PCI\VEN_168C&DEV002E&SUBSYS_30B4185F&REV_01

 

Ethernet - PCI\VEN_14E4&DEV_1692&SUBSYS_033D1025&REV_01

 

Regards

 

Chris



#7 JohnC_21

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Posted 24 November 2014 - 01:18 PM

See if this works for Ethernet. Click on the hard drive icon. Provide a junk email address.  I will out for about an hour.

 



#8 tedbay

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Posted 24 November 2014 - 01:48 PM

No Sorry that didn't work



#9 JohnC_21

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Posted 24 November 2014 - 01:59 PM

I went to Acers site for drivers. For your computer download and install the following in order

 

Chipset

 

Ethernet

 

Wireless

 

The first ID was for the Intel Management Engine. Here.

 

Hopefully this will work. If these are the drivers you have already tried to install post back.



#10 tedbay

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Posted 24 November 2014 - 02:30 PM

Hi Thanks for your help but still nothing.

 

Kind Regards

 

Chris



#11 JohnC_21

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Posted 24 November 2014 - 02:43 PM

Type CMD in the search box Right click Run as Adminstrator. At the prompt type

 

Sfc /scannow

 

Let Windows repair any files.

 

http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

 

If this fails, is there any important data on the computer you need to save? You could do a factory reset but all data and programs installed since purchase would be gone.



#12 JohnC_21

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Posted 24 November 2014 - 02:58 PM

Sorry, I thought from your post that the virus has already been removed. Are you saying the Virus is still active?



#13 tedbay

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Posted 24 November 2014 - 03:33 PM

Hi,

 

When I scan with Malawarebytes or any other virus scanner its not finding anything but it looks like the virus is hiding the Ethernet / wireless adapter etc. 

 

The internet cant access anything because it looks like the drivers etc are being disabled.

 

Kind Regards

 

Chris



#14 JohnC_21

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Posted 24 November 2014 - 04:17 PM

Did sfc /scannow run okay?

 

 


Edited by JohnC_21, 24 November 2014 - 04:18 PM.





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