[erwinw]

I was called this morning by a guy who said that he was from the technical support team of Microsoft. He said that they got a lot of errors from my PC. This sounded possible because after an install two weeks ago, my PC was a lot slower.Het let me showed a list of warnings and errors on my pc. To show more he let me type as command "support.me". From then on a lot happened on the background of my screen and I ended the connection and removed the cable from the internet. But now I can't worked any longer on that PC. I'm typing now from on an old one (an XP with a lot of problems). I need very badly my good PC back. Her's the info:

- The OS is Windows 7, 64-bits

- When I start up there is only a small window that asks for the password (I suppose the admin password that was empty before).

- I'm trying for hours to start up in the safe mode without succes, to change there the pasword. When I use several things to get in the save mode, then there comes a sreen that says that my keyboard isn' working. I changed the keyboard, but it was the same. So I can boot but nothing else. On this old PC, I don't have internet and I don't heve a samrtphone.

Please help me. What do I have to do to follow my topic?

Thanks

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Hello erwinw and

My name is Bruce1270 and I will be helping you with your malware problem.

Please Note: I am still in training and my fixes have to be approved by my instructor so there may be a slight delay in my replies. Look upon it as a good thing though in that you have two people looking at your problem.

A few things before we get started.

• Please read all instructions carefully. If there is anything you do not understand please ask me first before doing anything.
• Please be patient. I am a volunteer who does this in my spare time so I will try to get back to you as soon as possible.
• Please follow all instructions in the order given.
• Please do not install any other software unless advised. This may hinder the removal process.
• At the top of your post, please click on the "Follow this topic" button and make sure that the "Received notification" box is checked and set to "Instantly" This will send an email to you as soon as I reply to your topic, allowing us to solve your problem faster.
• Please make sure you reply within 4 days to my responses, if there is no reply within 4 days, the topic will be closed and you will need to request the topic be reopened.
  
  
  Important!
  
  Please save or print off these instructions. Part of this fix may require you to be in safe mode where you will not be able to access the internet or my instructions!
  
  I would strongly recommend you back up your personal data and folders before we begin.
  
  Malware removal can be very long, complicated and may take multiple steps. I understand this may be frustrating but please stay with this topic until your machine is declared clean. The results will hopefully be very rewarding.
  As we go along please tell me how the computer is running now. Please be as descriptive as possible e.g. I'm still getting web redirects, I am unable to access the internet etc.
  
  OK. Let's see if we can get some logs to look at.
  
  
  Here are some instructions to help you access the Recovery Environment to run a scan.
  
  There are two options shown below. For the first, you will only need a flash drive or some such, for the second, you will need both a flash drive and a Windows Installation Disk..
  
  If you are unable to access the Recovery Environment through the first option and have a Windows Installation disc for that machine then option two will be a good one to try.
  
  Now
  
  Please download Farbar Recovery Scan Tool and save it to a flash drive.
  
  Note: You need to run the version compatible with your system. Download the 64 bit version.
  
  Plug the flashdrive into the infected PC.
  
  Enter System Recovery Options.
  
  To enter System Recovery Options from the Advanced Boot Options:
• Restart the computer.
• As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
• Use the arrow keys to select the Repair your computer menu item.
• Select English as the keyboard language settings, and then click Next.
• Select the operating system you want to repair, and then click Next.
• Select your user account and click Next.
  
  
  To enter System Recovery Options by using Windows installation disc:
• Insert the installation disc.
• Restart your computer.
• If prompted, press any key to start Windows from the installation disc. If your computer is not configured to start from a CD or DVD, check your BIOS settings.
• Click Repair your computer.
• Choose your language settings, and then click Next.
• Select the operating system you want to repair, and then click Next.
• Select your user account and click Next.
  
  On the System Recovery Options menu you will get the following options:
  
  Startup Repair
  System Restore
  Windows Complete PC Restore
  Windows Memory Diagnostic Tool
  Command Prompt
• Select Command Prompt
• In the command window type in notepad and press Enter.
• 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:\frst.exe (for x64 bit version type e:\frst64) 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.
• Press Scan button.
  It will create a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.

[Bruce1270]

Hello erwinw and

My name is Bruce1270 and I will be helping you with your malware problem.

Please Note: I am still in training and my fixes have to be approved by my instructor so there may be a slight delay in my replies. Look upon it as a good thing though in that you have two people looking at your problem.

A few things before we get started.

• Please read all instructions carefully. If there is anything you do not understand please ask me first before doing anything.
• Please be patient. I am a volunteer who does this in my spare time so I will try to get back to you as soon as possible.
• Please follow all instructions in the order given.
• Please do not install any other software unless advised. This may hinder the removal process.
• At the top of your post, please click on the "Follow this topic" button and make sure that the "Received notification" box is checked and set to "Instantly" This will send an email to you as soon as I reply to your topic, allowing us to solve your problem faster.
• Please make sure you reply within 4 days to my responses, if there is no reply within 4 days, the topic will be closed and you will need to request the topic be reopened.
  
  
  Important!
  
  Please save or print off these instructions. Part of this fix may require you to be in safe mode where you will not be able to access the internet or my instructions!
  
  I would strongly recommend you back up your personal data and folders before we begin.
  
  Malware removal can be very long, complicated and may take multiple steps. I understand this may be frustrating but please stay with this topic until your machine is declared clean. The results will hopefully be very rewarding.
  As we go along please tell me how the computer is running now. Please be as descriptive as possible e.g. I'm still getting web redirects, I am unable to access the internet etc.
  
  OK. Let's see if we can get some logs to look at.
  
  
  Here are some instructions to help you access the Recovery Environment to run a scan.
  
  There are two options shown below. For the first, you will only need a flash drive or some such, for the second, you will need both a flash drive and a Windows Installation Disk..
  
  If you are unable to access the Recovery Environment through the first option and have a Windows Installation disc for that machine then option two will be a good one to try.
  
  Now
  
  Please download Farbar Recovery Scan Tool and save it to a flash drive.
  
  Note: You need to run the version compatible with your system. Download the 64 bit version.
  
  Plug the flashdrive into the infected PC.
  
  Enter System Recovery Options.
  
  To enter System Recovery Options from the Advanced Boot Options:
• Restart the computer.
• As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
• Use the arrow keys to select the Repair your computer menu item.
• Select English as the keyboard language settings, and then click Next.
• Select the operating system you want to repair, and then click Next.
• Select your user account and click Next.
  
  
  To enter System Recovery Options by using Windows installation disc:
• Insert the installation disc.
• Restart your computer.
• If prompted, press any key to start Windows from the installation disc. If your computer is not configured to start from a CD or DVD, check your BIOS settings.
• Click Repair your computer.
• Choose your language settings, and then click Next.
• Select the operating system you want to repair, and then click Next.
• Select your user account and click Next.
  
  On the System Recovery Options menu you will get the following options:
  
  Startup Repair
  System Restore
  Windows Complete PC Restore
  Windows Memory Diagnostic Tool
  Command Prompt
• Select Command Prompt
• In the command window type in notepad and press Enter.
• 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:\frst.exe (for x64 bit version type e:\frst64) 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.
• Press Scan button.
  It will create a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.

[Naathim]

<p>Due to lack of feedback, this topic has been closed.<br /><br />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.</p>