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No internet access after malware removal


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24 replies to this topic

#1 Harsh1998

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Posted 27 August 2016 - 06:30 AM

I was trying to install a software. But it contained heavy viruses. My whole laptop had been infected with malware. I ran malwarebytes to remove it but it didnt fix my laptop completely. I then used Norton Power Eraser. It found some more threats and cleared everything but now I am not able to access internet. Neither, google chrome nor internet explorer is working. Please help. It is urgent.

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#2 TeknoSquirrel

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Posted 27 August 2016 - 06:40 AM

I had this problem once, I am quite sure you go into chrome settings>advanced settings>Network/change proxy settings>connections>lan settings and uncheck the box to use a proxy server if its checked. 



#3 Harsh1998

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Posted 27 August 2016 - 06:49 AM

I have already tried that. The box for use a proxy server is already unchecked. But still I am not able to access internet. It is driving me crazy now.

#4 JohnC_21

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Posted 27 August 2016 - 07:03 AM

It's possible the malware removal broke Winsock. Open an elevated command prompt. On Windows 7 type CMD in the search box and right click Run as Administrator. On Windows 8 and later press the Windows key + X and select command prompt as administrator. Type the following commands.

netsh winsock reset
netsh int ip reset c:\resetlog.txt

Reboot.

 

If that fails then download Windows Repair and only check the box next to Network Repair.



#5 buddy215

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Posted 27 August 2016 - 07:27 AM

Another solution is to boot into safe mode and attempt a System Restore using a restore point prior to the malware infection.

Don't know which Windows OS you are using so here are directions for Win 7 and Win 10:

How to Use System Restore on Windows 7 (with Pictures)

 

How to Use Safe Mode to Fix Your Windows PC (and When You Should)

QUOTE: Run System Restore: If your computer was recently working fine but it’s now unstable, you can use System Restore to restore its system state to the earlier, known-good configuration. Assuming your computer is unstable and crashing, it may be possible to run System Restore without crashing from Safe Mode.


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#6 Harsh1998

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Posted 27 August 2016 - 10:17 AM

I tried what JohnC_21 said. It did not work. I even used Windows repair and did the entire process. Still no progress. Please help me. I am trying to resolve this issue from the past two days.

#7 JohnC_21

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Posted 27 August 2016 - 10:25 AM

Do you have a restore point before the problem as buddy215 posted?

 

Edit: Does using an Ethernet cable work? What is your OS? What is the make and model of the computer?


Edited by JohnC_21, 27 August 2016 - 10:28 AM.


#8 Harsh1998

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Posted 27 August 2016 - 10:27 AM

I am using Windows 10. I dont know where to find the restore thing.

#9 Harsh1998

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Posted 27 August 2016 - 10:30 AM

Regarding the ethernet cable, it does not work even with that. I am usingh an HP laptop. Model no. is G42 Notebook PC.

Edited by Harsh1998, 27 August 2016 - 10:33 AM.


#10 JohnC_21

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Posted 27 August 2016 - 10:36 AM

Are you set to get a IP address and DNS address automatically

 

Again, what OS are you using? What is the make and model of the computer? What about a restore point?


Edited by JohnC_21, 27 August 2016 - 10:36 AM.


#11 Harsh1998

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Posted 27 August 2016 - 10:36 AM

The softwares that use internet are working fine. For ex- I am using Teamviewer and it is working perfectly.
Only chrome and internet explorer is not working.

#12 Harsh1998

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Posted 27 August 2016 - 10:38 AM

I am on Windows 10. I am usingh an HP laptop. Model no. is G42 Notebook PC.
IP address and DNS server was set to automatically earlier. But I manually set them as well. After no progress, I have again set them to obtain automatically.

#13 JohnC_21

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Posted 27 August 2016 - 10:44 AM

Go into IE options. Under the connections tab click Lan Settings. Is  Automatic detect settings checked? If it is then after backing up favorites reset IE. I believe you already posted that use proxy server in IE settings is unchecked, correct?

 

Edit: Undo the changes made by Norton Eraser and see if you have internet access.


Edited by JohnC_21, 27 August 2016 - 10:49 AM.


#14 Harsh1998

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Posted 27 August 2016 - 10:47 AM

Yes. Automatically detect setting is checked. And yeah, proxy server is unchecked.

#15 JohnC_21

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Posted 27 August 2016 - 10:49 AM

See my edited post. Revert the changes made by Norton and see if you can connect.






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