i write this from another computer than the one affected. My son's Windows 10 laptop was having trouble. Google Chrome no longer worked: a message said there was no Internet connection. However, Internet Explorer and Microsoft Edge did connect to the Internet.
I uninstalled Chrome and, using Internet Explorer, downloaded a new Chrome installer. When I ran that file, it stuck endlessly at the very beginning, "waiting to download" or words to that effect. When it became clear that it was not going to advance, I rebooted and tried again. Same thing happened.
I went to the Bleeping Computer site, which I remembered from previous crises.
I downloaded Malwarebytes and ran a scan. The first time, it ended up crashing and displaying the blue screen of death. I rebooted and tried Malwarebytes again. This time it went through to the end. Loads of malware threats were identified (50, I believe). I quarantined them as the program instructed and rebooted.
After rebooting, it occurred to us that maybe the Chrome installer file had been somehow disabled by the malware or virus. So I deleted that file and tried to run Internet Explorer to download the Chrome installer again. This time neither IE nor Microsoft Edge worked. In fact, Microsoft Office had been uninstalled!
i went into the trash folder and restored the Chrome installer file which we had deleted, on the off chance. Once installed, it gave the same message as before: no Internet connection, although the system reports that the Internet connection is working.
This leaves us in the situation where the computer has no working browser, hence no way to access sites like this one. So I can't even use online tools to troubleshoot from the computer itself. That's why I'm logging in from another computer to present the problem here.
I attach the Malwarebytes log from the scan we ran.
Any ideas on how to proceed?
Thanks for your attention!
Moved from Windows 10
Edited by NickAu, 07 May 2017 - 12:51 AM.