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Computer boots to command prompt even after creating a new user


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#1 rrc3813

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Posted 10 August 2015 - 07:09 PM

The computer of my friend will not boot into Windows.  It boots into safe mode with a command prompt.  I created a new user and gave it administrative rights and restarted the computer.  Thought that was going to give me access to windows but it too went into safe mode with command prompt.

 

Need help

 

Thanks in advance



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#2 rrc3813

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Posted 10 August 2015 - 07:18 PM

Just noticed that I did not include the operating system.  The computer is running Windows 7 Home Preimum.



#3 Chris Cosgrove

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Posted 13 August 2015 - 05:24 PM

This was posted in 'Am I infected?'. Since at this stage there is no reason to suspect malware I have moved it to the Win 7 section.

 

Chris Cosgrove

 

Mod Edit:  Moved back to AII, post members requested use of AII tools - Hamluis.


Edited by hamluis, 14 August 2015 - 04:23 PM.


#4 rrc3813

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Posted 13 August 2015 - 08:45 PM

My topic was moved to Windows 7 by Chris because there was no evidence of malware.  I guess I should have given a little more information.  My friend received a call from someone who she thought was from Microsoft.  This person convinced her to give remote control of her computer to him.  After several minutes she realized her mistake and hung up and turned her computer off.   The computer booted up okay and I ran Malware Bytes and found over 700 PUPS and had the software remove them.  The procedure required a reboot and that is when it started in safe mode with a command prompt.

 

She does not have a repair disk.  I have accessed repair your computer on her hard drive from start up.  Was able to create a new user with administrative rights.  But, could not run bootrec.exe.  The computer keeps booting into safe mode with command prompt.

 

Can someone please help us get this machine back.

 

Thanks in advance



#5 JohnC_21

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Posted 13 August 2015 - 08:50 PM

Did you try doing a System Restore?

#6 rrc3813

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Posted 13 August 2015 - 09:32 PM

Yes. Tried to restore to a point before the date of the remote conrol was allowed.  Same results boots into safe mode with a command prompt.



#7 JohnC_21

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Posted 13 August 2015 - 09:46 PM

Does typing msconfig at the prompt bring up the System Configuration Window. Make sure SafeBoot is not checked under the boot tab.

 

open_msconfig_2.png



#8 rrc3813

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Posted 13 August 2015 - 10:37 PM

Thank you for your reply.  Late here and it will be tomorrow before I can check it out.  I do know msconfig does work.  Will check tomorrow.



#9 rrc3813

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Posted 14 August 2015 - 10:56 AM

Got to my friends house and tried your suggestion.  It was set for safe mode and minimal was unchecked with ALTERNATE SHELL checked.  After unchecking safe mode the computer started up in windows.

 

Are there any other tools you would suggest to run for looking for unwanted items on her computer.   As I previously wrote, Malwarebytes was ran and it found over 700 PUPS.

 

Thank you so much for your help and any suggestions you may have for checking her machine.



#10 JohnC_21

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Posted 14 August 2015 - 01:20 PM

You can run the following tools.

 

Adwcleaner

 

TFC

 

Junkware Remover Tool

 

Especially look for any java, flash, or other software that is out of date. You can run Minitoolbox and check Installed programs only. Post the log and I will look at it if you wish.

 

It would also be a good idea to do a scan with HitmanPro



#11 rrc3813

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Posted 14 August 2015 - 01:51 PM

Thanks for getting back to me.

 

The computer did a restore that I had requested from the command prompt a few days ago after windows booted up.

It had to do an update and I re-downloaded Malwarebytes and ran it again.  From this restore point 270 PUPS were found compared to over 700 that was run last Monday.  I did run Adwcleaner, Junkware Remover Tool and Minitoolbox.  TFC has not been run.

Below is the log from the JRT:

 

MiniToolBox by Farbar  Version: 25-07-2015 01
Ran by Irene (administrator) on 14-08-2015 at 12:43:18
Running from "C:\Users\Irene\Desktop"
Microsoft Windows 7 Home Premium  Service Pack 1 (X86)
Model: NY429AA-ABA p6110y Manufacturer: HP-Pavilion
Boot Mode: Normal
***************************************************************************

========================= Flush DNS: ===================================

Windows IP Configuration

Successfully flushed the DNS Resolver Cache.

========================= IE Proxy Settings: ==============================

Proxy is not enabled.
No Proxy Server is set.

"Reset IE Proxy Settings": IE Proxy Settings were reset.

========================= FF Proxy Settings: ==============================

"Reset FF Proxy Settings": Firefox Proxy settings were reset.

========================= Hosts content: =================================

0.0.0.1 mssplus.mcafee.com

========================= IP Configuration: ================================

Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.20) = Local Area Connection (Connected)

# ----------------------------------
# IPv4 Configuration
# ----------------------------------
pushd interface ipv4

reset
set global defaultcurhoplimit=64 icmpredirects=enabled

popd
# End of IPv4 configuration

 

Windows IP Configuration

   Host Name . . . . . . . . . . . . : Irene-Desktop
   Primary Dns Suffix  . . . . . . . :
   Node Type . . . . . . . . . . . . : Hybrid
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No
   DNS Suffix Search List. . . . . . : PK5001Z

Ethernet adapter Local Area Connection:

   Connection-specific DNS Suffix  . : PK5001Z
   Description . . . . . . . . . . . : Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.20)
   Physical Address. . . . . . . . . : 00-26-18-1A-8A-2E
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::d0cc:f895:4c89:397d%10(Preferred)
   IPv4 Address. . . . . . . . . . . : 192.168.0.116(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : Friday, August 14, 2015 12:36:26 PM
   Lease Expires . . . . . . . . . . : Saturday, August 15, 2015 12:36:26 PM
   Default Gateway . . . . . . . . . : 192.168.0.1
   DHCP Server . . . . . . . . . . . : 192.168.0.1
   DHCPv6 IAID . . . . . . . . . . . : 234890776
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-18-B0-D9-C5-00-26-18-1A-8A-2E
   DNS Servers . . . . . . . . . . . : 192.168.0.1
                                       205.171.202.166
   NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter isatap.PK5001Z:

   Connection-specific DNS Suffix  . : PK5001Z
   Description . . . . . . . . . . . : Microsoft ISATAP Adapter
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::5efe:192.168.0.116%13(Preferred)
   Default Gateway . . . . . . . . . :
   DNS Servers . . . . . . . . . . . : 192.168.0.1
                                       205.171.202.166
   NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter Local Area Connection* 11:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
Server:  PK5001Z.PK5001Z
Address:  192.168.0.1

Name:    google.com
Addresses:  2607:f8b0:400f:803::200e
   216.58.217.46

Pinging google.com [74.125.225.2] with 32 bytes of data:
Reply from 74.125.225.2: bytes=32 time=52ms TTL=57
Reply from 74.125.225.2: bytes=32 time=54ms TTL=57

Ping statistics for 74.125.225.2:
    Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 52ms, Maximum = 54ms, Average = 53ms
Server:  PK5001Z.PK5001Z
Address:  192.168.0.1

Name:    yahoo.com
Addresses:  2001:4998:44:204::a7
   2001:4998:c:a06::2:4008
   2001:4998:58:c02::a9
   98.138.253.109
   206.190.36.45
   98.139.183.24

Pinging yahoo.com [98.138.253.109] with 32 bytes of data:
Reply from 98.138.253.109: bytes=32 time=73ms TTL=53
Reply from 98.138.253.109: bytes=32 time=73ms TTL=53

Ping statistics for 98.138.253.109:
    Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 73ms, Maximum = 73ms, Average = 73ms

Pinging 127.0.0.1 with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time<1ms TTL=64
Reply from 127.0.0.1: bytes=32 time<1ms TTL=64

Ping statistics for 127.0.0.1:
    Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 0ms, Average = 0ms
===========================================================================
Interface List
 10...00 26 18 1a 8a 2e ......Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit Ethernet NIC (NDIS 6.20)
  1...........................Software Loopback Interface 1
 13...00 00 00 00 00 00 00 e0 Microsoft ISATAP Adapter
 11...00 00 00 00 00 00 00 e0 Teredo Tunneling Pseudo-Interface
===========================================================================

IPv4 Route Table
===========================================================================
Active Routes:
Network Destination        Netmask          Gateway       Interface  Metric
          0.0.0.0          0.0.0.0      192.168.0.1    192.168.0.116     20
        127.0.0.0        255.0.0.0         On-link         127.0.0.1    306
        127.0.0.1  255.255.255.255         On-link         127.0.0.1    306
  127.255.255.255  255.255.255.255         On-link         127.0.0.1    306
      192.168.0.0    255.255.255.0         On-link     192.168.0.116    276
    192.168.0.116  255.255.255.255         On-link     192.168.0.116    276
    192.168.0.255  255.255.255.255         On-link     192.168.0.116    276
        224.0.0.0        240.0.0.0         On-link         127.0.0.1    306
        224.0.0.0        240.0.0.0         On-link     192.168.0.116    276
  255.255.255.255  255.255.255.255         On-link         127.0.0.1    306
  255.255.255.255  255.255.255.255         On-link     192.168.0.116    276
===========================================================================
Persistent Routes:
  None

IPv6 Route Table
===========================================================================
Active Routes:
 If Metric Network Destination      Gateway
  1    306 ::1/128                  On-link
 10    276 fe80::/64                On-link
 13    281 fe80::5efe:192.168.0.116/128
                                    On-link
 10    276 fe80::d0cc:f895:4c89:397d/128
                                    On-link
  1    306 ff00::/8                 On-link
 10    276 ff00::/8                 On-link
===========================================================================
Persistent Routes:
  None
========================= Winsock entries =====================================

Catalog5 01 C:\Windows\system32\NLAapi.dll [52224] (Microsoft Corporation)
Catalog5 02 C:\Windows\system32\napinsp.dll [52224] (Microsoft Corporation)
Catalog5 03 C:\Windows\system32\pnrpnsp.dll [65024] (Microsoft Corporation)
Catalog5 04 C:\Windows\system32\pnrpnsp.dll [65024] (Microsoft Corporation)
Catalog5 05 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog5 06 C:\Windows\system32\winrnr.dll [20992] (Microsoft Corporation)
Catalog9 01 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 02 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 03 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 04 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 05 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 06 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 07 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 08 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 09 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 10 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 11 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 12 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 13 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 14 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 15 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 16 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 17 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)
Catalog9 18 C:\Windows\system32\mswsock.dll [231424] (Microsoft Corporation)

========================= Event log errors: ===============================

Application errors:
==================
Error: (08/02/2015 03:34:09 PM) (Source: Application Error) (User: )
Description: Faulting application name: iexplore.exe, version: 11.0.9600.17909, time stamp: 0x55844c24
Faulting module name: AVG Web TuneUp.dll_unloaded, version: 0.0.0.0, time stamp: 0x55acb4e8
Exception code: 0xc0000005
Fault offset: 0x5846bf9e
Faulting process id: 0x1f10
Faulting application start time: 0xiexplore.exe0
Faulting application path: iexplore.exe1
Faulting module path: iexplore.exe2
Report Id: iexplore.exe3

Error: (07/27/2015 09:57:40 PM) (Source: Application Hang) (User: )
Description: The program iexplore.exe version 11.0.9600.17909 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.

Process ID: 12b4

Start Time: 01d0c8e9336481ed

Termination Time: 93

Application Path: C:\Program Files\Internet Explorer\iexplore.exe

Report Id:

Error: (07/23/2015 07:17:08 AM) (Source: Application Error) (User: )
Description: Faulting application name: iexplore.exe, version: 11.0.9600.17909, time stamp: 0x55844c24
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x09da3df8
Faulting process id: 0x97c
Faulting application start time: 0xiexplore.exe0
Faulting application path: iexplore.exe1
Faulting module path: iexplore.exe2
Report Id: iexplore.exe3

Error: (07/16/2015 09:38:27 AM) (Source: Application Error) (User: )
Description: Faulting application name: ScriptHelper.exe, version: 4.1.4.948, time stamp: 0x5592bb4e
Faulting module name: ScriptHelper.exe, version: 4.1.4.948, time stamp: 0x5592bb4e
Exception code: 0xc0000005
Fault offset: 0x0002bf58
Faulting process id: 0x1150
Faulting application start time: 0xScriptHelper.exe0
Faulting application path: ScriptHelper.exe1
Faulting module path: ScriptHelper.exe2
Report Id: ScriptHelper.exe3

Error: (07/13/2015 11:34:34 PM) (Source: Application Error) (User: )
Description: Faulting application name: EXCEL.EXE, version: 14.0.7151.5001, time stamp: 0x555f7e9e
Faulting module name: EXCEL.EXE, version: 14.0.7151.5001, time stamp: 0x555f7e9e
Exception code: 0xc0000005
Fault offset: 0x0019ee23
Faulting process id: 0x1c3c
Faulting application start time: 0xEXCEL.EXE0
Faulting application path: EXCEL.EXE1
Faulting module path: EXCEL.EXE2
Report Id: EXCEL.EXE3

Error: (07/09/2015 09:44:03 PM) (Source: Application Error) (User: )
Description: Faulting application name: GWXUX.exe, version: 6.3.9600.17813, time stamp: 0x554a1601
Faulting module name: ntdll.dll, version: 6.1.7601.18869, time stamp: 0x55636303
Exception code: 0xc0000005
Fault offset: 0x00032214
Faulting process id: 0x2738
Faulting application start time: 0xGWXUX.exe0
Faulting application path: GWXUX.exe1
Faulting module path: GWXUX.exe2
Report Id: GWXUX.exe3

Error: (07/06/2015 08:46:30 AM) (Source: Application Error) (User: )
Description: Faulting application name: EXCEL.EXE, version: 14.0.7151.5001, time stamp: 0x555f7e9e
Faulting module name: EXCEL.EXE, version: 14.0.7151.5001, time stamp: 0x555f7e9e
Exception code: 0xc0000005
Fault offset: 0x0014d2a3
Faulting process id: 0x9a8
Faulting application start time: 0xEXCEL.EXE0
Faulting application path: EXCEL.EXE1
Faulting module path: EXCEL.EXE2
Report Id: EXCEL.EXE3

Error: (07/04/2015 10:55:32 PM) (Source: Application Error) (User: )
Description: Faulting application name: EXCEL.EXE, version: 14.0.7151.5001, time stamp: 0x555f7e9e
Faulting module name: EXCEL.EXE, version: 14.0.7151.5001, time stamp: 0x555f7e9e
Exception code: 0xc0000005
Fault offset: 0x0014d2a3
Faulting process id: 0xff0
Faulting application start time: 0xEXCEL.EXE0
Faulting application path: EXCEL.EXE1
Faulting module path: EXCEL.EXE2
Report Id: EXCEL.EXE3

Error: (07/04/2015 07:16:15 AM) (Source: Application Hang) (User: )
Description: The program iexplore.exe version 11.0.9600.17840 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Action Center control panel.

Process ID: 844

Start Time: 01d0b65b78891c8d

Termination Time: 59

Application Path: C:\Program Files\Internet Explorer\iexplore.exe

Report Id:

Error: (07/03/2015 08:01:49 AM) (Source: Application Error) (User: )
Description: Faulting application name: iexplore.exe, version: 11.0.9600.17840, time stamp: 0x555fe1bb
Faulting module name: AVG Web TuneUp.dll, version: 4.1.0.411, time stamp: 0x54e9bd89
Exception code: 0xc0000005
Fault offset: 0x0000bf82
Faulting process id: 0x13bc
Faulting application start time: 0xiexplore.exe0
Faulting application path: iexplore.exe1
Faulting module path: iexplore.exe2
Report Id: iexplore.exe3

System errors:
=============
Error: (08/14/2015 12:03:04 PM) (Source: Microsoft-Windows-WindowsUpdateClient) (User: NT AUTHORITY)
Description: Installation Failure: Windows failed to install the following update with error 0x80240020: Upgrade to Windows 10 Home.

Error: (08/14/2015 11:41:13 AM) (Source: Service Control Manager) (User: )
Description: The Fitbit Connect Service service terminated unexpectedly.  It has done this 2 time(s).  The following corrective action will be taken in 0 milliseconds: Restart the service.

Error: (08/14/2015 11:41:10 AM) (Source: Service Control Manager) (User: )
Description: The Volume Shadow Copy service terminated unexpectedly.  It has done this 1 time(s).

Error: (08/14/2015 11:41:10 AM) (Source: Service Control Manager) (User: )
Description: The Windows Modules Installer service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 120000 milliseconds: Restart the service.

Error: (08/14/2015 11:41:10 AM) (Source: Service Control Manager) (User: )
Description: The Windows Media Player Network Sharing Service service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 30000 milliseconds: Restart the service.

Error: (08/14/2015 11:41:10 AM) (Source: Service Control Manager) (User: )
Description: The Windows Search service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 30000 milliseconds: Restart the service.

Error: (08/14/2015 11:41:09 AM) (Source: Service Control Manager) (User: )
Description: The AVG PC TuneUp Service service terminated unexpectedly.  It has done this 1 time(s).

Error: (08/14/2015 11:41:09 AM) (Source: Service Control Manager) (User: )
Description: The Fitbit Connect Service service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 0 milliseconds: Restart the service.

Error: (08/14/2015 11:41:08 AM) (Source: Service Control Manager) (User: )
Description: The Agere Modem Call Progress Audio service terminated unexpectedly.  It has done this 1 time(s).

Error: (08/14/2015 11:41:08 AM) (Source: Service Control Manager) (User: )
Description: The Print Spooler service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 60000 milliseconds: Restart the service.

Microsoft Office Sessions:
=========================
Error: (08/02/2015 03:34:09 PM) (Source: Application Error)(User: )
Description: iexplore.exe11.0.9600.1790955844c24AVG Web TuneUp.dll_unloaded0.0.0.055acb4e8c00000055846bf9e1f1001d0cd6a2bd81c5dC:\Program Files\Internet Explorer\iexplore.exeAVG Web TuneUp.dll353e6c7d-395e-11e5-8f8e-0026181a8a2e

Error: (07/27/2015 09:57:40 PM) (Source: Application Hang)(User: )
Description: iexplore.exe11.0.9600.1790912b401d0c8e9336481ed93C:\Program Files\Internet Explorer\iexplore.exe

Error: (07/23/2015 07:17:08 AM) (Source: Application Error)(User: )
Description: iexplore.exe11.0.9600.1790955844c24unknown0.0.0.000000000c000000509da3df897c01d0c549d77f3897C:\Program Files\Internet Explorer\iexplore.exeunknown1e57d431-313d-11e5-8f8e-0026181a8a2e

Error: (07/16/2015 09:38:27 AM) (Source: Application Error)(User: )
Description: ScriptHelper.exe4.1.4.9485592bb4eScriptHelper.exe4.1.4.9485592bb4ec00000050002bf58115001d0bfdd74f696e6C:\Program Files\Common Files\AVG Secure Search\ScriptHelperInstaller\18.7.0\ScriptHelper.exeC:\Program Files\Common Files\AVG Secure Search\ScriptHelperInstaller\18.7.0\ScriptHelper.exeb33e8956-2bd0-11e5-8f2e-0026181a8a2e

Error: (07/13/2015 11:34:34 PM) (Source: Application Error)(User: )
Description: EXCEL.EXE14.0.7151.5001555f7e9eEXCEL.EXE14.0.7151.5001555f7e9ec00000050019ee231c3c01d0bd6a88ddd608C:\Program Files\Microsoft Office\Office14\EXCEL.EXEC:\Program Files\Microsoft Office\Office14\EXCEL.EXE01ec0610-29ea-11e5-8fdb-0026181a8a2e

Error: (07/09/2015 09:44:03 PM) (Source: Application Error)(User: )
Description: GWXUX.exe6.3.9600.17813554a1601ntdll.dll6.1.7601.1886955636303c000000500032214273801d0bac2a72c003fC:\Windows\System32\GWX\GWXUX.exeC:\Windows\SYSTEM32\ntdll.dlle7af6c1c-26b5-11e5-8eff-0026181a8a2e

Error: (07/06/2015 08:46:30 AM) (Source: Application Error)(User: )
Description: EXCEL.EXE14.0.7151.5001555f7e9eEXCEL.EXE14.0.7151.5001555f7e9ec00000050014d2a39a801d0b7fa8abfbc89C:\Program Files\Microsoft Office\Office14\EXCEL.EXEC:\Program Files\Microsoft Office\Office14\EXCEL.EXEc971bcf6-23ed-11e5-8eff-0026181a8a2e

Error: (07/04/2015 10:55:32 PM) (Source: Application Error)(User: )
Description: EXCEL.EXE14.0.7151.5001555f7e9eEXCEL.EXE14.0.7151.5001555f7e9ec00000050014d2a3ff001d0b6ded129cc6dC:\Program Files\Microsoft Office\Office14\EXCEL.EXEC:\Program Files\Microsoft Office\Office14\EXCEL.EXE101ad296-22d2-11e5-8eff-0026181a8a2e

Error: (07/04/2015 07:16:15 AM) (Source: Application Hang)(User: )
Description: iexplore.exe11.0.9600.1784084401d0b65b78891c8d59C:\Program Files\Internet Explorer\iexplore.exe

Error: (07/03/2015 08:01:49 AM) (Source: Application Error)(User: )
Description: iexplore.exe11.0.9600.17840555fe1bbAVG Web TuneUp.dll4.1.0.41154e9bd89c00000050000bf8213bc01d0b51de5403739C:\Program Files\Internet Explorer\iexplore.exeC:\Program Files\AVG Web TuneUp\4.1.0.411\AVG Web TuneUp.dll0bef5805-218c-11e5-8eff-0026181a8a2e

CodeIntegrity Errors:
===================================
  Date: 2015-08-14 10:12:50.264
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-14 09:52:13.546
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-14 09:52:13.386
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-07 17:14:33.175
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-07 17:13:55.858
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-07 16:18:33.708
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-07 16:17:52.428
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-07 14:41:29.212
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-07 14:40:24.155
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

  Date: 2015-08-06 23:00:15.166
  Description: Code Integrity is unable to verify the image integrity of the file \Device\HarddiskVolume1\Program Files\AVG\AVG PC TuneUp\avgdumpx.exe because the set of per-page image hashes could not be found on the system.

=========================== Installed Programs ============================

32 Bit HP CIO Components Installer (HKLM\...\{A80FA752-C491-4ED9-ABF0-4278563160B2}) (Version: 7.1.8 - Hewlett-Packard) Hidden
4500_G510gm_Help (HKLM\...\{DF0B357C-5874-47D0-81E7-79AA890B0CE0}) (Version: 000.0.439.000 - Hewlett-Packard) Hidden
4500G510gm (HKLM\...\{BE0D4271-69C9-4f28-AD9B-BB33D126A30E}) (Version: 000.0.423.000 - Hewlett-Packard) Hidden
4500G510gm_Software_Min (HKLM\...\{28379381-B56A-43e1-B505-3098D82B1C30}) (Version: 000.0.423.000 - Hewlett-Packard) Hidden
Adobe Flash Player 18 ActiveX (HKLM\...\Adobe Flash Player ActiveX) (Version: 18.0.0.232 - Adobe Systems Incorporated)
Allway Sync version 12.16.9 (HKLM\...\Allway Sync_is1) (Version:  - Botkind Inc)
AVG 2015 (HKLM\...\{0959AEF9-AF64-4347-A948-1F1E9ADCFA92}) (Version: 15.0.4392 - AVG Technologies) Hidden
AVG 2015 (HKLM\...\{2E63F1A2-7232-45D4-B798-B92E5526C877}) (Version: 15.0.6086 - AVG Technologies) Hidden
AVG 2015 (HKLM\...\AVG) (Version: 2015.0.6086 - AVG Technologies)
AVG PC TuneUp 2015 (en-US) (HKLM\...\{4AC74ED1-719B-46DA-8B8A-340FBF892291}) (Version: 15.0.1001.604 - AVG Technologies) Hidden
AVG PC TuneUp 2015 (HKLM\...\{A996C182-3724-4DF1-A4BC-66154FE57DFE}) (Version: 15.0.1001.604 - AVG Technologies) Hidden
AVG PC TuneUp 2015 (HKLM\...\AVG PC TuneUp) (Version: 15.0.1001.604 - AVG Technologies)
AVG Web TuneUp (HKLM\...\AVG Web TuneUp) (Version: 4.1.5.143 - AVG Technologies)
BufferChm (HKLM\...\{2EEA7AA4-C203-4b90-A34F-19FB7EF1C81C}) (Version: 130.0.331.000 - Hewlett-Packard) Hidden
CCleaner (HKLM\...\CCleaner) (Version: 5.08 - Piriform)
Destinations (HKLM\...\{BD7204BA-DD64-499E-9B55-6A282CDF4FA4}) (Version: 130.0.0.0 - Hewlett-Packard) Hidden
DeviceDiscovery (HKLM\...\{21A2F5EE-1DC5-488A-BE7E-E526F8C61488}) (Version: 130.0.372.000 - Hewlett-Packard) Hidden
DMUninstaller (HKLM-x32\...\DMUninstaller) (Version:  - )
DocMgr (HKLM\...\{92A51949-EE4C-466D-AAF0-99E74A49A63F}) (Version: 130.0.000.000 - Hewlett-Packard) Hidden
DocProc (HKLM\...\{9B362566-EC1B-4700-BB9C-EC661BDE2175}) (Version: 13.0.0.0 - Hewlett-Packard) Hidden
Dropbox (HKCU\...\Dropbox) (Version: 3.8.6 - Dropbox, Inc.)
Evernote v. 5.8.3 (HKLM\...\{404B3FB8-A820-11E4-83FC-00163E98E7D6}) (Version: 5.8.3.6507 - Evernote Corp.)
Fax (HKLM\...\{440B915A-0C85-45DB-92AE-75AE14704A64}) (Version: 130.0.418.000 - Hewlett-Packard) Hidden
Fitbit Connect (HKLM\...\{E54705FB-98A6-4C03-B2DC-D8C3B5486DCD}) (Version: 2.0.0.6512 - Fitbit Inc.)
Foxit Reader (HKLM\...\Foxit Reader_is1) (Version: 5.4.5.124 - Foxit Corporation)
GO Contact Sync (HKLM\...\{DEE43217-9B84-4204-AE98-27BAA14EFF5C}) (Version: 1.0.0 - WebGear)
Google Chrome (HKLM\...\Google Chrome) (Version: 44.0.2403.130 - Google Inc.)
Google Photos Backup (HKCU\...\Google Photos Backup) (Version: 1.1.0.239 - Google, Inc.)
Google Talk Plugin (HKLM\...\{CA3DD97D-1FD7-37A7-BD5C-FC4430C8B8E6}) (Version: 5.41.2.0 - Google)
Google Toolbar for Internet Explorer (HKLM\...\{18455581-E099-4BA8-BC6B-F34B2F06600C}) (Version: 1.0.0 - Google Inc.) Hidden
Google Toolbar for Internet Explorer (HKLM\...\{2318C2B1-4965-11d4-9B18-009027A5CD4F}) (Version: 7.5.6710.2136 - Google Inc.)
Google Update Helper (HKLM\...\{60EC980A-BDA2-4CB6-A427-B07A5498B4CA}) (Version: 1.3.28.1 - Google Inc.) Hidden
Google Update Helper (HKLM\...\{A92DAB39-4E2C-4304-9AB6-BC44E68B55E2}) (Version: 1.3.25.11 - Google Inc.) Hidden
Google+ Auto Backup (HKLM\...\{A50DE037-B5C0-4C8A-8049-B0C576B313D1}) (Version: 1.0.21.81 - Google)
GPBaseService2 (HKLM\...\{63FF21C9-A810-464F-B60A-3111747B1A6D}) (Version: 130.0.371.000 - Hewlett-Packard) Hidden
HP Customer Participation Program 13.0 (HKLM\...\HPExtendedCapabilities) (Version: 13.0 - HP)
HP Document Manager 2.0 (HKLM\...\HP Document Manager) (Version: 2.0 - HP)
HP Imaging Device Functions 13.0 (HKLM\...\HP Imaging Device Functions) (Version: 13.0 - HP)
HP Officejet 4500 G510g-m (HKLM\...\{E5083D57-D93F-404C-A91F-1C50D67C2BEB}) (Version: 13.0 - HP)
HP Smart Web Printing 4.5 (HKLM\...\HP Smart Web Printing) (Version: 4.5 - HP)
HP Solution Center 13.0 (HKLM\...\HP Solution Center & Imaging Support Tools) (Version: 13.0 - HP)
HP Update (HKLM\...\{912D30CF-F39E-4B31-AD9A-123C6B794EE2}) (Version: 5.005.002.002 - Hewlett-Packard)
HPDiagnosticAlert (HKLM\...\{846B5DED-DC8C-4E1A-B5B4-9F5B39A0CACE}) (Version: 1.00.0000 - Microsoft) Hidden
HPProductAssistant (HKLM\...\{C43326F5-F135-4551-8270-7F7ABA0462E1}) (Version: 130.0.371.000 - Hewlett-Packard) Hidden
HPSSupply (HKLM\...\{6B2FFB21-AC88-45C3-9A7D-4BB3E744EC91}) (Version: 130.0.371.000 - Hewlett-Packard) Hidden
Intel® Graphics Media Accelerator Driver (HKLM\...\HDMI) (Version: 8.15.10.1912 - Intel Corporation)
Intel® TV Wizard (HKLM\...\TVWiz) (Version:  - Intel Corporation)
LSI PCI-SV92EX Soft Modem (HKLM\...\LSI Soft Modem) (Version: 2.2.100 - LSI Corporation)
Malwarebytes Anti-Malware version 2.1.8.1057 (HKLM\...\Malwarebytes Anti-Malware_is1) (Version: 2.1.8.1057 - Malwarebytes Corporation)
MarketResearch (HKLM\...\{175F0111-2968-4935-8F70-33108C6A4DE3}) (Version: 130.0.374.000 - Hewlett-Packard) Hidden
McAfee Security Scan Plus (HKLM\...\McAfee Security Scan) (Version: 3.11.149.2 - McAfee, Inc.)
Microsoft .NET Framework 4.5.1 (HKLM\...\{92FB6C44-E685-45AD-9B20-CADF4CABA132} - 1033) (Version: 4.5.50938 - Microsoft Corporation)
Microsoft Office Professional Plus 2010 (HKLM\...\Office14.PROPLUSR) (Version: 14.0.7015.1000 - Microsoft Corporation)
Microsoft Silverlight (HKLM\...\{89F4137D-6C26-4A84-BDB8-2E5A4BB71E00}) (Version: 5.1.40728.0 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17 (HKLM\...\{9A25302D-30C0-39D9-BD6F-21E6EC160475}) (Version: 9.0.30729 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161 (HKLM\...\{9BE518E6-ECC6-35A9-88E4-87755C07200F}) (Version: 9.0.30729.6161 - Microsoft Corporation)
Microsoft Visual C++ 2010  x86 Redistributable - 10.0.40219 (HKLM\...\{F0C3E5D1-1ADE-321E-8167-68EF0DE699A5}) (Version: 10.0.40219 - Microsoft Corporation)
Microsoft Visual Studio 2010 Tools for Office Runtime (x86) (HKLM\...\Microsoft Visual Studio 2010 Tools for Office Runtime (x86)) (Version: 10.0.50903 - Microsoft Corporation)
Mozilla Firefox 18.0.2 (x86 en-US) (HKLM\...\Mozilla Firefox 18.0.2 (x86 en-US)) (Version: 18.0.2 - Mozilla)
Mozilla Maintenance Service (HKLM\...\MozillaMaintenanceService) (Version: 18.0.2 - Mozilla)
MSXML 4.0 SP2 (KB954430) (HKLM\...\{86493ADD-824D-4B8E-BD72-8C5DCDC52A71}) (Version: 4.20.9870.0 - Microsoft Corporation)
MSXML 4.0 SP2 (KB973688) (HKLM\...\{F662A8E6-F4DC-41A2-901E-8C11F044BDEC}) (Version: 4.20.9876.0 - Microsoft Corporation)
Network (HKLM\...\{B2455727-ED8F-4643-8A6E-F4AB8DE3633D}) (Version: 130.0.374.000 - Hewlett-Packard) Hidden
OCR Software by I.R.I.S. 13.0 (HKLM\...\HPOCR) (Version: 13.0 - HP)
Picasa 3 (HKLM\...\Picasa 3) (Version: 3.9 - Google, Inc.)
Realtek High Definition Audio Driver (HKLM\...\{F132AF7F-7BCA-4EDE-8A7C-958108FE7DBC}) (Version: 6.0.1.5910 - Realtek Semiconductor Corp.)
Renee Undeleter 2013.10.21.0 (HKLM\...\{BECFEA3A-6E81-436B-9D2B-6B01185004A5}}_is1) (Version: 2013.10.21.0 - Rene.E Laboratory)
Scan (HKLM\...\{0F367CA3-3B2F-43F9-A44A-25A8EE69E45D}) (Version: 13.0.0.0 - Hewlett-Packard) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-0015-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-0016-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-0018-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-0019-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-001A-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-001B-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-001F-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{09A9DF49-DA06-4093-A2FD-F339211E39EA}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-001F-040C-0000-0000000FF1CE}_Office14.PROPLUSR_{ECC1D579-DC17-4B90-929C-B4A0BB35F7B3}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-001F-0C0A-0000-0000000FF1CE}_Office14.PROPLUSR_{8C5A05B6-FF56-480F-A0E6-9F4BCA4B4CAC}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-002C-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{945F1D43-451D-4383-9BBE-241F37950B15}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-0044-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-006E-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{8DD50F3B-E0BD-4E39-AF1F-2F316B4FC528}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-00A1-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-00BA-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-0115-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{8DD50F3B-E0BD-4E39-AF1F-2F316B4FC528}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{90140000-0117-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{D6A2CD7F-C90C-4B90-BBA7-2BADE2E08610}) (Version:  - Microsoft) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{DE28B448-32E8-4E8F-84F0-A52B21A49B5B}) (Version:  - Microsoft)
Shop for HP Supplies (HKLM\...\Shop for HP Supplies) (Version: 13.0 - HP)
Skype™ 7.3 (HKLM\...\{24991BA0-F0EE-44AD-9CC8-5EC50AECF6B7}) (Version: 7.3.101 - Skype Technologies S.A.)
SmartWebPrinting (HKLM\...\{68A10D12-0D0F-4212-BDE6-D87FAD32A8FA}) (Version: 130.0.373.000 - Hewlett-Packard) Hidden
SolutionCenter (HKLM\...\{4A70EF07-7F88-4434-BB61-D1DE8AE93DD4}) (Version: 130.0.373.000 - Hewlett-Packard) Hidden
Status (HKLM\...\{AE8705FB-E13C-40A9-8A2D-68D6733FBFC2}) (Version: 130.0.373.000 - Hewlett-Packard) Hidden
Toolbox (HKLM\...\{6BBA26E9-AB03-4FE7-831A-3535584CA002}) (Version: 130.0.648.000 - Hewlett-Packard) Hidden
TrayApp (HKLM\...\{DC0A5F99-FD66-433F-9D3A-05DCBA64BE42}) (Version: 130.0.376.000 - Hewlett-Packard) Hidden
Unwipe (HKLM\...\{57BC9B68-78D7-4464-B6FE-1A0BB2D3737A}_is1) (Version:  - Blitware Technology Inc.)
Visual Studio 2012 x86 Redistributables (HKLM\...\{98EFF19A-30AB-4E4B-B943-F06B1C63EBF8}) (Version: 14.0.0.1 - AVG Technologies CZ, s.r.o.)
WebReg (HKLM\...\{43CDF946-F5D9-4292-B006-BA0D92013021}) (Version: 130.0.132.017 - Hewlett-Packard) Hidden
Wise Registry Cleaner 7.91 (HKLM\...\Wise Registry Cleaner_is1) (Version: 7.91 - WiseCleaner.com, Inc.)
Wondershare Data Recovery(Build 4.3.1.6) (HKLM\...\{FEA3976F-D621-45F3-AFBD-E812A1F2F00D}_is1) (Version: 4.3.1.6 - Wondershare Software Co.,Ltd.)

========================= Devices: ================================

========================= Memory info: ===================================

Percentage of memory in use: 57%
Total physical RAM: 3318.23 MB
Available physical RAM: 1395.06 MB
Total Virtual: 6634.77 MB
Available Virtual: 4682.55 MB

========================= Partitions: =====================================

1 Drive c: (HP) (Fixed) (Total:582.5 GB) (Free:381.93 GB) NTFS
2 Drive d: (FACTORY_IMAGE) (Fixed) (Total:13.67 GB) (Free:1.81 GB) NTFS

========================= Users: ========================================

User accounts for \\IRENE-DESKTOP

Administrator            Guest                    Irene                   
test                    

========================= Minidump Files ==================================

No minidump file found

**** End of log ****



#12 JohnC_21

JohnC_21

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Posted 14 August 2015 - 02:50 PM

Personally, I would get rid of AVG and install something like Bitdefender Free. You do need to set up a free account in order to use it but it is a set and forget AV with very good protection. Or you can install avast fee using Custom install and only install the Web and Fie shields of the program. Use the full installer here. Forget the other junk. Avast requires a account also. There is a setting in avast to block Pups but I recommend you try Bitdefender first and see how you like it. If you want to keep AVG then at least uninstall AVG PC TuneUp 2015.

 

Mozilla Firefox 18.0.2 is out of date. If you want firefox it is at version 40.0.2.  Use the following extensions for Firefox. Ghostery, Noscript, and Adblock Plus. If you are going to use Chrome install the Ghostery and Adguard extensions. Enable everything in Ghostery.

 

I would also uninstall McAfee Security Scan Plus.

 

If after uninstalling AVG you still have Visual Studio 2012 x86 Redistributables then uninstall it.

 

If you do not shop for HP supplies then uninstall Shop for HP Supplies



#13 rrc3813

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Posted 14 August 2015 - 03:09 PM

Thank you so much for your help and advice.  My friend is out of town but should be back tonight and I will ask her what she wants to do.  I think she is using Microsoft Internet Explore as her web browser.  If that is the case I will uninstall the other two browsers and follow the remaining advice.

 

Again thank you for your time and support



#14 JohnC_21

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Posted 14 August 2015 - 03:26 PM

Using Internet Explorer is a big mistake. Using FIrefox with Ghostery, Noscript, and Adblock Plus will cut down on a lot of Pups. NoScript take a little getting used to but once you learn how it functions it really helps and also will let you load pages faster.

 

Edit: Your Welcome, and If you have any more questions PM me if I don't answer.


Edited by JohnC_21, 14 August 2015 - 03:29 PM.


#15 rrc3813

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Posted 14 August 2015 - 03:35 PM

Thanks, will do.






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