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possible malware


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#16
zep516

zep516

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Hello,

Boot the computer to Safe Mode with networking then open Chrome.

To do that
  • Restart the computer.
  • During restart keep tapping the F8 key.
  • At the advanced boot options menu (Black screen with white letters) use the arrow keys and select Safe Mode with networking press enter on keyboard.
  • Once in safemode with Networking, open Chrome and only browse to here --> https://www.google.com/?gws_rd=ssl

    Let me know how that goes.

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#17
Steveows696

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It works fine this way no restart.


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#18
zep516

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What do you think it could be ?

Have you replaced the Anti Virus program recently, because in Safe Mode with networking the Anti Virus program does not load. So to me it looks like a possible Anti Virus program issue with Webroot, it may be a good place to start.
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#19
Steveows696

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webroot has got to be the problem. all this started after my boss installed webroot. is this something you can help me with?


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#20
zep516

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Hello,

We can uninstall Webroot and install Avast for now, I'll provide instructions in a bit.
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#21
zep516

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Hello;

You may need to boot the computer back to SafeMode with networking to download avast free.
Download Avast free from Here.
Download to the desktop----> Do not install it yet.

Next uninstall webroot

Click on the Start button and open the Control Panel, select "Add or Remove Programs", and then select the 'Webroot' security product from the list and click 'Remove'. Restart your computer after the uninstall is complete.

Then
Download and run this tool;
http://download.webr...UpgradeTool.exe

Now
Double click the Avast set up file we downloaded previously and install it.

Open Chrome and visit some websites.

Let me know how it behaves now.

Thanks
Joe :)
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#22
zep516

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Hello,

Are we doing ok here ?
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#23
Steveows696

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No its really making me mad now it restarts in safe mode with Web root gone. I may just send it to repair not sure if I wanna keep messing with it!
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#24
zep516

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That's going to be the best and most logical thing to do, the reset issue sounds like hardware, power supply, ram etc.

I'm sorry we could not resolve it in this manner, it really is best to have eyes on it and sit in front of the machine so as to make a better determination of what the issues is and have much faster results fixing it...

Thanks
Joe :)
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