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Worried computer is infected,hijacked,etc. Needing help as MS and HP have failed

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#1 Tinkwinks


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Posted 24 January 2018 - 02:02 AM

We all know Microsoft Support's usual fix is running windows troubleshooters and ultimately performing an in-place repair or clean installs.

HP isn't much help either running basic diagnostics and suggesting doing recover/reset.

I've tried many of these to no avail and I'm worried about any lingering bad ju-ju hidden on the laptop.

I have seen previously many people were able to receive help through this forum and am hoping I can also resolve me fears and any issues.

I have tried running safe mode already with networking to perform scans with malwarebytes and such but even with a DOS command I cannot get

networking during safe mode.


Please reply with what information I need to provide and any checks/tools I should run.

Bare with me I'm not extremely tech savvy but will try my best :)


This HP laptop is not that old. Bought it new from best buy dec. 2015 with windows 10 preinstalled.

But I am finding weird files with older Windows titles (7,XP) which were never installed.

I have drivers downloaded but not sure they are working. Or if they are correct.

I have very minimal personal downloads on here. Firefox browser-up to date.

Programs that are needed as far as I know by intel and such.

Many microsoft visual c++ downloads dating 2005,2008,2010,2012,2015.


Thats what I can think of off the top of my head, I am exhausted as all home pcs have been in undesired performance state since

the lovely auto updates around aug-nov.


Thanks in advance to anyone willing to help! I desperately need at least one computer functioning properly and safely to do my

children's homeschooling. They have been withdrawn from their online school because of our troubles accessing the internet

and all around computer problems (loss of files) since the updates. So now I am on my own completely schooling them having to find

and use my own curriculum and many of those resources are online.

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#2 buddy215


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Posted 25 January 2018 - 07:36 AM

Isolate the computer you used to start this topic from ALL other computers in your home and connect directly to the router...not WIFI.

Once you have done that then run the programs below.


Use CCleaner to remove Temporary files, program caches, cookies, logs, etc. Use the Default settings. No need to use the

Registry Cleaning Tool...risky. Pay close attention while installing and UNcheck offers of Google Chrome and Avast.

After install, open CCleaner and run by clicking on the Run Cleaner button in the bottom right corner.

CCleaner - PC Optimization and Cleaning - Free Download


Malwarebytes - Clean Mode

  • Download and install the free version of Malwarebytes
    Note: If you have Malwarebytes already installed, you don't need to install it again. Simply start from the next bullet point
  • Once Malwarebytes is installed, launch it and let it update its database. You might have to click on the little arrow by Scan Status in the middle right pane for it to do so
  • Once the database update is complete, click on the Scan tab, then select the Threat Scan button and click on Start Scan
  • Let the scan run, the time required to complete the scan depends of your system and computer specs
  • Once the scan is complete, make sure that the first checkbox at the top is checked (which will automatically check every detected item), then click on the Quarantine Selected button
    • If it asks you to restart your computer to complete the removal, do so
  • Click on Export Summary after the deletion (in the bottom-left corner) and select Copy to Clipboard. Paste the content in your next reply

If you are unable to run a scan using MBAM:

Follow the instructions in the thread below. Make sure to download the MBAR linked in it. Let me know if you're not able to launch it and run a scan.



Download AdwCleaner by Xplode onto your desktop. (compatible with Windows 7, 8 and 10)

  • Close all open programs and internet browsers.
  • Double click on adwcleaner.exe to run the tool.
  • Click on Scan button.
  • When the scan has finished click on Clean button.
  • Your computer will be rebooted automatically. A text file will open after the restart.
  • Please post the contents of that logfile with your next reply.
  • You can find the logfile at C:\AdwCleaner[S1].txt as well.


Download and run the FREE online scanner from Free Virus Scan | Online Virus Scan from ESET | ESET

  • Place a checkmark in YES, I accept the Terms of Use, then click Start. Wait for ESET Online Scanner to load its components.
  • Select Enable detection of potentially unwanted applications.
  • Click Advanced Settings, then place a checkmark in the following:
    • Remove found threats
    • Scan archives
    • Scan for potentially unsafe applications
    • Enable Anti-Stealth technology
  • Click Start to begin scanning.
  • ESET Online Scanner will start downloading signatures and scan. Please be patient, as this scan can take quite some time.
  • When the scan is done, click List threats (only available if ESET Online Scanner found something).
  • Click Export, then save the file to your desktop.
  • Click Back, then Finish to exit ESET Online Scanner.

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#3 Tinkwinks

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Posted 28 January 2018 - 08:37 AM

sorry for the delay. my head is spinning. so many computers and so many problems. i will have to move this computer as it is a desktop to where the router is to plug in and do the above steps. would this be useful to do the same on other computers as well? Im wondering if we should call our ISP and request a new box?

I am now on another-older laptop. Just trying to find or repair one to safe to be able to file an overdue tax return. Otherwise the computers may be the least of my problems. Then to also be able to get back on my kids homeschool. Im so close to tossing them all and buying a new one. Ill post back as soon as I can! Thanks

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