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Virus on Acer Laptop [Solved]

virus removal

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#1
bjgran123

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I can't even get on my laptop...gray screen.

I was researching and went to site and it froze....I can't do anything now because gray screen.

Message read:

Virus Alert WARNING!" and wanted me to call an 800 number for assistance.

I did run malwarebytes, but problem still there.

My daughter said no...to get in touch with you guys.

Help!!

Beverly G.


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#2
Essexboy

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Hi Beverly :wave:

Lets have a look see

Please download Farbar Recovery Scan Tool and save it to your Desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.
  • Right click to run as administrator (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
  • Select additions at the bottom
  • Press Scan button.
    frst.JPG
  • It will produce a log called FRST.txt in the same directory the tool is run from.
  • Please attach both logs generated.
THEN

Download aswMBR.exe ( 4.5mb ) to your desktop.
Double click the aswMBR.exe to run it.
You may be offered the option of using virtualisation, accept that
When it offers to download the virus database allow that as well
Click the "Scan" button to start scan

AswMBR%20scan.JPG


On completion of the scan click save log, save it to your desktop and post in your next reply
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#3
bjgran123

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Don't know if you got my last email (sent from cell phone) where I told you I can't download anything. When I turn on computer all I get is a gray screen. Can move arrow, but nothing else.

This computer has Windows 8  don't know if that makes a difference or not.

Thanks again...so much...

Beverly


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#4
bjgran123

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Hi, Essexboy:

Am I dead in the water since I can't get on the laptop to run the scan? I can't figure out how to open in "safe" mode.

Just wondering if I need hardware help or...???

Thanks,

Beverly


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#5
Essexboy

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Nope. Just answer these few questions and I will get you in so that we can sort it

Do you have a USB drive/stick that has about 4Gb of space
Is it windows 8 or 8.1
Is it 64 or 32 bit
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#6
bjgran123

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Hey, Essexboy:

Thanks for replying.

I didn't have a USB stick that was free...so will go get one in a few minutes.

The infected computer is an Acer....Windows 8 and (I believe) 64 GB (someone gave it to me, so don't have documentation).

 

The computer I'm using to reply to this is a Thinkpad....Windows 7.

 

I will have the USB stick soon....in a couple of hours. I'll then do what you tell me...

 

Thanks again,

Beverly G.


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#7
Essexboy

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OK what I will do is give the instructions here and then PM you the recovery console download links. I will send you the following :

windows 8.1 64 bit
windows 8 64 bit


If the first one does not work then try the second as I believe you should be on 8.1 by now. If you need to do that then just over write the USB it is of no import if you do that :)

Download the following three programmes to your desktop :


1. Rufus

For 64bit systems
2. Windows 8.1 64bit RC
2. Windows 8 64bit RC
3. Farbar Recovery Scan Tool x64


Insert the USB stick Then run Rufus
Ensure that the Partition scheme is set to BIOS or UEFI
RufusISO.JPG
Select the ISO file on the desktop via the ISO icon.

Press Start
Once the burn has finished
Then copy FRST to the same USB

frstwintoboot.JPG



Insert the USB into the sick computer and start the computer. First ensuring that the system is set to boot from USB
Note: If you are not sure how to do that follow the instructions Here

Windows 8 screen shots

When you reboot you will see this.

Select the language on this screen and keyboard on the next

select%20language8.JPG

Select the Trouble shoot option

Select%20option8.JPG

Select Advanced option

advanced8.JPG

Select Command prompt

command%208.JPG

At the command prompt type the following :

notepad.JPG

The notepad opens. Under File menu select Open.
Select "Computer" and find your flash drive letter and close the notepad.
In the command window type e:\frst64.exe and press Enter
Note: Replace letter e with the drive letter of your flash drive.
The tool will start to run.
When the tool opens click Yes to disclaimer.
frst.JPG
Press Scan button.
It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.
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#8
bjgran123

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Hey, Essexboy:

Very confused...can't get anything to work.

I'll try and get someone to help me with your instructions.

Beverly


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#9
Essexboy

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Where are you getting stuck on ?

Have you downloaded the ISO to the desktop ?
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#10
bjgran123

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Hi again,

Here is the message from Shawn...don't think he went through the forum.

Hope this helps you to diagnose...I can get in to my files now, etc....but all types of ads are popping up and throwing me offcourse.

Thanks so very much...

Beverly

 

Hello, Essexboy!

 
This is bjgran123's grandson. I downloaded the proper exe's and files to the USB drive, set up the BIOS to boot from the USB, and turned it on and off again. The system started and the Windows 8.1 "Your computer did not start correctly" screen came up. The one that has four options: Continue to Windows 8.1, Use a Device, Troubleshoot, and Turn off your PC. I chose Use a Device and selected the flash drive. It reloaded and brought me to the login screen. From here I typed in her password, and the desktop came up normally. I did still run the FRST, and the report is attached. I will try running Malewarebytes afterwards in an attempt to clear the virus. 
 
Thank you,
Shawn

Attached Files


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#11
Essexboy

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OK the FRST was old but we should be able to work around that

I can not see a fully installed antivirus just parts

CAUTION : This fix is only valid for this specific machine, using it on another may break your computer

Download the attached fixlist.txt to your desktop in the same location as FRST.exe
FRSTfix.JPG

Start FRST and press Fix
On completion a log will be generated please post that

THEN

Please download AdwCleaner by Xplode onto your desktop.
  • Close all open programs and internet browsers.
  • Double click on AdwCleaner.exe to run the tool.
  • Click on Scan.
  • After the scan is complete click on "Clean"
  • Confirm each time with Ok.
  • Your computer will be rebooted automatically. A text file will open after the restart.
  • Please post the content of that logfile with your next answer.
  • You can find the logfile at C:\AdwCleaner[S0].txt as well.

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#12
bjgran123

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Hi, againarrow-10x10.png:

Here is the attached filearrow-10x10.png after running FRST....

Now, I will run AdwCleaner.

Beverly[attachmentarrow-10x10.png=76336:Fixlog.txt]

Attached Files


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#13
bjgran123

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OK -- 

After being plagued with confusing ads, I think I finally got the log file for the Adwcleaner.

Am attaching

Beverly

Attached Files


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#14
Essexboy

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Where are the ads appearing ? Are they in browsers or appearing on the desktop with no browsers open ?
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#15
bjgran123

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Essexboy:

They're mostly ads to fix my computer....P Fix, etc. etc. Yes, my browser (Chrome) is open when they appear.

Thanks for the fast reply.

 

Beverly


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