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#16
dbreeze

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To check on Windows Defender:
 
Go to START and in the Search Programs and Files box type Defender and press enter.
In the resulting list, the top most entry should be Windows Defender under the >Programs heading.
Double click on the Windows Defender program entery and either the program interface will open or a message box stating that Defender is disabled.
Let us know the results please.
 

Malwarebytes' Anti-Malware
Please download the latest version of Malwarebytes' Anti-Malware from [a href="http://www.malwareby...mwb-download/"]Here[/a].  The version you have installed needs to be updated.

Double Click on the mbam-setup.exe file to install the application.

Make sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.

If an update is found, it will download and install the latest version.

When the main screen opens, if the database is out of date, you can click on the Fix Now banner or the Update Now link
Main%20Screen_zpsnnwza0ky.png

Once the program has loaded and updated, select "Scan Now >>" to start the scan.
Main%20Screen_zpsnnwza0ky.png

The scan may take some time to finish, so please be patient.

If any malware is found, you will be presented with a screen like the one below.
mbam21-removeselected_zpsg83p7wis.jpg

If any malware is found, make sure that everything is checked, and click Remove Selected.
When the scan is complete, click View detailed log >> to view the results.
The report screen will open.
At the bottom click on Export and select as txt file, save the file to your desktop and click OK.  When the export is complete, select OPEN.
The log file will be opened in your default text file viewer (usually Notepad); select the whole text (Ctrl + A) and copy (Ctrl + c) it to paste here in a reply.


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#17
kate4u2

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A message box popped up that said my windows defender has been disabled.


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#18
kate4u2

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Malwarebytes Anti-Malware
www.malwarebytes.org
 
Scan Date: 7/5/2015
Scan Time: 5:48 PM
Logfile: malware log.txt
Administrator: Yes
 
Version: 2.1.8.1057
Malware Database: v2015.07.05.05
Rootkit Database: v2015.07.05.03
License: Free
Malware Protection: Disabled
Malicious Website Protection: Disabled
Self-protection: Disabled
 
OS: Windows 8.1
CPU: x64
File System: NTFS
User: NTRG
 
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 360586
Time Elapsed: 39 min, 25 sec
 
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Enabled
PUM: Enabled
 
Processes: 0
(No malicious items detected)
 
Modules: 0
(No malicious items detected)
 
Registry Keys: 0
(No malicious items detected)
 
Registry Values: 0
(No malicious items detected)
 
Registry Data: 0
(No malicious items detected)
 
Folders: 0
(No malicious items detected)
 
Files: 0
(No malicious items detected)
 
Physical Sectors: 0
(No malicious items detected)
 
 
(end)

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#19
dbreeze

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Is Windows Defender still disabled?  Does it load properly when the system boots but later on shuts off? ????
 
If you still have issues with WD then do not do this next step but inform me of the details (as you can) and we will tackle that first.
 
 
This next step may take a while (just to warn you) .....

ESET Online does not work with IE 11 (Internet Explorer) at the moment (a few weeks ago anyway) so if you have IE 11, Chrome or Firefox has to be used instead.  ESET Online does work with IE 10 and earlier.

You can leave Norton Enabled even though ESET may warn about it. just makes the scan take longer. The pictures below showing what to click may be blue instead of green on the ESET website now, but the procedure is still the same

Please read carefully and Slowly, Notice all the settings listed below to check before starting the scan. Stop and ask if you have any questions.

Take note of the NO tick in the Remove found threats setting below at it needs to have the tick removed.

-------------------------------------------------------------------------------------------------------------------

Hold down Control key and click on the following link to open ESET OnlineScan in a new window.

Link =>> ESET Online Scanner  <<

Click the Run ESET Online Scanner located on the left side of the page (not the free trial).

abfacb96-0c99-4b59-b9e9-9298aa0ee3ec_zps

For browsers other than Internet Explorer only: (Microsoft Internet Explorer users can skip this step)
Click on the esetsmartinstaller link in the popup window that opens. Save it to your desktop.

Getinstallerpopup2_zps65f446a6.png

Double click on the icon on your desktop.

desktopfile_zps98a1ee89.png

Check (accept) the Terms of Use.

TOU_zps4ecd3406.png

Click the START button.
Accept any security warnings from your browser.

Now in the Computer scan settings window that appears:-
Make sure that the option Enable detection of potentially unwanted applications is selected.
Now click on Advanced Settings and configure the options as follows:

Remove found threats is Not checked
Scan archives is checked
Scan for potentially unsafe applications is checked
Enable Anti-Stealth Technology is checked


Now click on: Start
Loadsettings_2014-08-23_zps3f2d0c88.png



ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.

Downloadingsignatures_zps36c38587.png


Scanningdisplay_zpsec3aac14.png

When the scan is finished, if any threats are found you will see the screen below.  Click to view the found threats.

Threatsfound_zpsfe95fb4e.png

At the bottom of the listed threats, there is an option to save the results to a text file.  Please do this so you can attach the results here for review and removal of the items that are not false positives (these will be scripted out so do not worry).

Exporttotextfile_zps16cb487f.png

Once the log text file is saved, return to the Scan Finished screen by clicking "<<Back", then click on the uninstall button and click Finish.

UninstallcheckedandFinish_zps6fb26ad8.pn

Attach the saved log file in your next reply please.  Thanks.


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#20
kate4u2

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I'm totally lost.  Thank you for your patience!

1.  What is windows defender?  Do I want it?  How do I get it?  It said it is disabled when I typed windows defender in the search box.

I don't know if it loads or not-I do not know what to look for.

2. what is ESET?

3. What is IE11?  Is that internet explorer?  A search engine?  I always use google chrome, I've never used Internet Explorer.  Should I be using it?

  I have a windows 8 computer, if that helps.


Edited by kate4u2, 09 July 2015 - 05:30 PM.

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#21
dbreeze

dbreeze

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1) Windows Defender (in Win8 / 8.1) is Microsoft's built-in Antivirus / Antispyware solution.  Now that Norton has been uninstalled (you did that earlier) this should be running to protect your system.

 

2) ESET is a Antivirus vendor that makes security products for consumers and businesses.  They also provide this free online scanner to do manual checks on supected infected systems.

 

3) IE11 is Internet Explorer 11.  Do not worry about it as the ESET Online Scanner does not work well with IE11 but will with Chrome (which you have so it is all good to go).

 

 

Before we go to the ESET Online Scanner, we need to at least try and start Windows Defender to protect your system.  Please follow the steps in this article and tell me if you can get Windows Defender started and updated.


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#22
kate4u2

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Okay, I have windows defender turned on and updated.  :)


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#23
dbreeze

dbreeze

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This next step may take a while (just to warn you) .....

ESET Online does not work with IE 11 (Internet Explorer) at the moment (a few weeks ago anyway) so if you have IE 11, Chrome or Firefox has to be used instead.  ESET Online does work with IE 10 and earlier.

You can leave Norton Enabled even though ESET may warn about it. just makes the scan take longer. The pictures below showing what to click may be blue instead of green on the ESET website now, but the procedure is still the same

Please read carefully and Slowly, Notice all the settings listed below to check before starting the scan. Stop and ask if you have any questions.

Take note of the NO tick in the Remove found threats setting below at it needs to have the tick removed.

-------------------------------------------------------------------------------------------------------------------

Hold down Control key and click on the following link to open ESET OnlineScan in a new window.

Link =>> ESET Online Scanner  <<

Click the Run ESET Online Scanner located on the left side of the page (not the free trial).

abfacb96-0c99-4b59-b9e9-9298aa0ee3ec_zps

For browsers other than Internet Explorer only: (Microsoft Internet Explorer users can skip this step)
Click on the esetsmartinstaller link in the popup window that opens. Save it to your desktop.

Getinstallerpopup2_zps65f446a6.png

Double click on the icon on your desktop.

desktopfile_zps98a1ee89.png

Check (accept) the Terms of Use.

TOU_zps4ecd3406.png

Click the START button.
Accept any security warnings from your browser.

Now in the Computer scan settings window that appears:-
Make sure that the option Enable detection of potentially unwanted applications is selected.
Now click on Advanced Settings and configure the options as follows:

Remove found threats is Not checked
Scan archives is checked
Scan for potentially unsafe applications is checked
Enable Anti-Stealth Technology is checked


Now click on: Start
Loadsettings_2014-08-23_zps3f2d0c88.png



ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.

Downloadingsignatures_zps36c38587.png


Scanningdisplay_zpsec3aac14.png

When the scan is finished, if any threats are found you will see the screen below.  Click to view the found threats.

Threatsfound_zpsfe95fb4e.png

At the bottom of the listed threats, there is an option to save the results to a text file.  Please do this so you can attach the results here for review and removal of the items that are not false positives (these will be scripted out so do not worry).

Exporttotextfile_zps16cb487f.png

Once the log text file is saved, return to the Scan Finished screen by clicking "<<Back", then click on the uninstall button and click Finish.

UninstallcheckedandFinish_zps6fb26ad8.pn

Attach the saved log file in your next reply please.  Thanks.


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#24
dbreeze

dbreeze

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Due to lack of feedback, this topic has been closed.

If you need this topic reopened, please contact a staff member. This applies only to the original topic starter. Everyone else please begin a New Topic.


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