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I Am A Distressed Technological Neophyte


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#1 Indomitable

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Posted 31 December 2017 - 07:40 PM

I have had Avast Premium for four months now. And to be honest, the product has never disappointed. So why I went and downloaded Emsisoft Software last night, I do not know. After downloading Emsisoft, I realized that I have no administrative control. I cannot install anything after it has been downloaded, nor am I able to successfully remove Emsisoft. Nothing can be uninstalled. I am noticing that I cannot restart or shut down the computer using the usual method. Nor am I able to start the PC in Safe Mode. I have no idea what to do to resolve this issue. I have no doubt that with your expert advice my issue will soon become a thing of the past.

I look forward to your response. Thank you ever so much for this gracious service which you provide.

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#2 Oh My!

Oh My!

    Adware and Spyware and Malware.....


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Posted 31 December 2017 - 09:14 PM

Greetings Indomitable and :welcome: to BleepingComputer's Virus/Trojan/Spyware/Malware Removal forum.

My name is Oh My! and I am here to help you! Now that we are "friends" please call me Gary.

If you would allow me to call you by your first name I would prefer to do that.

===================================================

Ground Rules:
  • First, I would like to inform you that most of us here at Bleeping Computer offer our expert assistance out of the goodness of our hearts. Please try to match our commitment to you with your patience toward us. If this was easy we would never have met.
  • Please do not run any tools or take any steps other than those I will provide for you while we work on your computer together. I need to be certain about the state of your computer in order to provide appropriate and effective steps for you to take. Most often "well intentioned" (and usually panic driven!) independent efforts can make things much worse for both of us. If at any point you would prefer to take your own steps please let me know, I will not be offended. I would be happy to focus on the many others who are waiting in line for assistance.
  • Please perform all steps in the order they are listed in each set of instructions. Some steps may be a bit complicated. If things are not clear, be sure to stop and let me know. We need to work on this together with confidence.
  • Please copy and paste all logs into your post unless directed otherwise. Please do not re-run any programs I suggest. If you encounter problems simply stop and tell me.
  • If you do not reply to your topic after 5 days we assume it has been abandoned and I will close it.
  • When your computer is clean I will alert you of such. I will also provide for you detailed information about how you can combat future infections.
  • I would like to remind you to make no further changes to your computer unless I direct you to do so.
===================================================

Now that I am assisting you, you can expect that I will be very responsive to your situation. If you are able, I would request you check this thread at least once per day so that we can try to resolve your issues effectively and efficiently. If you are going to be delayed please be considerate and post that information so that I know you are still with me. Unfortunately, there are many people waiting to be assisted and not enough of us at BleepingComputer to go around. I appreciate your understanding and diligence.

Thank you for your patience thus far.

Now that you have already started a topic please follow the steps as outlined here. Make sure to copy and paste both logs in your reply. If you receive an error message the content is too long simply post each report in a separate reply.
Gary
 
If I do not reply within 24 hours please send me a Personal Message.

"Lord, to whom would we go? You have the words that give eternal life. We believe, and we know you are the Holy One of God."

#3 Indomitable

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Posted 31 December 2017 - 09:50 PM

Thank you for your response. Quite grateful :-). How do I proceed? I am not the most tech savvy, so please provide instructions that are comprehensible and easy for even a novice to carry out.

#4 Oh My!

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Posted 31 December 2017 - 10:45 PM

Greetings.

Let's do this.

If you are unsure whether you have a 32 or 64 bit computer download both versions. I would start by running FRST64.exe and if that doesn't work run FRST.exe.

===================================================

Farbar Recovery Scan Tool (FRST)

--------------------
  • Download Farbar Recover Scan Tool for either 32 bit or 64 bit systems and save it to your Desktop. <<< Important
  • Double click the icon
  • Click Yes to the disclaimer
  • Click Scan and allow the program to run
  • Click OK on the Scan complete screen, then OK on the Addition.txt pop up screen
  • 2 Notepad documents should now be open on your desktop.
  • Please copy and paste the contents of each report in separate reply windows
===================================================

Things I would like to see in your next reply. Please be sure to copy and paste any requested log information unless you are asked to attach it. :thumbsup2:
  • FRST results
  • Addition log

Gary
 
If I do not reply within 24 hours please send me a Personal Message.

"Lord, to whom would we go? You have the words that give eternal life. We believe, and we know you are the Holy One of God."

#5 Indomitable

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Posted 31 December 2017 - 10:47 PM

I am unable to install any downloaded software. I cannot run Farbar :-(

#6 Oh My!

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Posted 31 December 2017 - 10:51 PM

What operating system do you have?
Gary
 
If I do not reply within 24 hours please send me a Personal Message.

"Lord, to whom would we go? You have the words that give eternal life. We believe, and we know you are the Holy One of God."

#7 Indomitable

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Posted 31 December 2017 - 11:00 PM

Windows 10

#8 Indomitable

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Posted 31 December 2017 - 11:01 PM

Ever since I downloaded Emsisoft software, which was done this morning, nothing can be installed after it is downloaded. And I can run no programs

#9 Oh My!

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Posted 31 December 2017 - 11:05 PM

Thank you.

Please attempt this.

===================================================

Reverting to Previous System Restore Point - Windows 10

--------------------
  • Click the Windows Key + S at the same time
  • Type Recovery then select Recovery above
  • Click Open System Restore
  • Click Next
  • Select a Restore Point prior to today
  • Click Next, then Finish
  • Allow the process to complete and your computer will reboot
===================================================

Things I would like to see in your next reply. Please be sure to copy and paste any requested log information unless you are asked to attach it. :thumbsup2:
  • Results?

Gary
 
If I do not reply within 24 hours please send me a Personal Message.

"Lord, to whom would we go? You have the words that give eternal life. We believe, and we know you are the Holy One of God."

#10 Indomitable

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Posted 31 December 2017 - 11:10 PM

When I click the Windows Key + S simultaneously, nothing appears. I therefore located Recovery by searching for it in Control Panel; however, when it is selected nothing happens.

#11 Oh My!

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Posted 31 December 2017 - 11:22 PM

OK, thanks.

I tried the easy way first but unfortunately that didn't work.

I will be ending for the evening soon but please attempt to do this.

===================================================

Farbar's Recovery Scan Tool in Recovery Environment - Windows 10/8 with Recovery Partition

--------------------
  • From a clean computer download Farbar Recovery Scan Tool for either 64 bit or 32 bit computers and save it to a USB drive. If you are unsure which version you need download both versions. Please note the size of the USB drive, i.e. 8 GB, etc.
  • Remove the USB device and insert it into the compromised computer
  • Start the compromised computer then and after 5-10 seconds hold down the power button until the computer shuts down. Do this step twice
  • Restart the computer and you should then see Preparing Automatic Repair, Diagnosing your PC, then Advanced options
  • Note: if this step is unsuccessful attempt it again and if unsuccessful stop and let me know
  • Select Advanced options
  • Select Troubleshoot
  • Select Advanced options
  • Select Command Prompt
  • In the command window type in Notepad and press Enter
  • Click This PC on the left hand side
  • Double click on the USB device (if unsure look for the size, i.e. 8 GB)
  • Under Files of type: click the down arrow then select All files
  • Right click on the appropriate FRST version for your computer, either FRST64 or FRST, and select Run as administrator
  • Click Yes to the disclaimer that may appear
  • Click the Scan button
  • When completed a FRST.txt document will be created on the flash drive
  • Copy and paste the contents of the report in your reply
===================================================

Things I would like to see in your next reply. Please be sure to copy and paste the information rather than send an attachment. :thumbsup2:
  • FRST.txt

Gary
 
If I do not reply within 24 hours please send me a Personal Message.

"Lord, to whom would we go? You have the words that give eternal life. We believe, and we know you are the Holy One of God."

#12 Indomitable

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Posted 31 December 2017 - 11:25 PM

The last instructions you gave, I will have to wait until tomorrow before I can follow them. A friend is supposed to be visiting me, and he will bring along his PC. I will attempt to use his PC; hopefully, the instructions you gave will prove effective.

You have my gratitude for extending such graciousness. You will hear from me after sunrise. It is now 12:24AM in Antigua.

God bless!

#13 Oh My!

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Posted 01 January 2018 - 09:13 AM

Belated Happy New Year!

I know the instructions may seem cumbersome but hopefully they are understandable and we can make some progress. If you run into difficulty or have questions by all means pause and let me know.
Gary
 
If I do not reply within 24 hours please send me a Personal Message.

"Lord, to whom would we go? You have the words that give eternal life. We believe, and we know you are the Holy One of God."

#14 Indomitable

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Posted 01 January 2018 - 10:29 AM

My friend has not yet arrived. I wonder if there is another piece of advice which can be followed until he gets here. Is there anything else I can do which does not require downloading, installation, or the use of another person's computer?

#15 Oh My!

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Posted 01 January 2018 - 10:50 AM

Nothing that would be a reasonable first step. It is best if we are able to get a look at what is going on inside your computer before we try anything else. I have never seen where Emsisoft has brought about the problems you are describing so I am wondering if it is something more significant.

When it comes to our type of situation, patience can be worth its weight in gold. :)
Gary
 
If I do not reply within 24 hours please send me a Personal Message.

"Lord, to whom would we go? You have the words that give eternal life. We believe, and we know you are the Holy One of God."




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