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Genuine Microsoft Software Virus [Closed]


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#1
janiceams

janiceams

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I'm trying to help my 85 year old father with his computer.  He has the Genuine Microsoft software virus.  When I try to boot in safe mode it takes me back to the virus page.  I cannot access the start menu or anything else on the computer.  I finally managed to get to the command prompt but don't know what to do next.  He is using Windows 10.  Any help would be appreciated.

 

 

Janice


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#2
Bruce1270

Bruce1270

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Hello Janiceams and :welcome:

My name is Bruce1270 and I will be helping you with your malware 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. :happy:
    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 move on.

    If you can get to a command prompt we should be able to get a log.

    Do you have access to another windows machine and a flash drive?

    Here are some instructions to help you access the Recovery Environment to run a scan.

    On a working computer Please download Farbar Recovery Scan Tool and save it to a flash drive.

    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.

    Plug the flashdrive into the infected PC.

    See this tutorial here on options to access the advanced start up options in windows 10.

    Options one and two may not work if you are unable to access the start menu. If you have an installation USB or DVD then try option 5. Otherwise try option 6.

    At Advanced Options screen click on 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.

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#3
Bruce1270

Bruce1270

    Trusted Helper

  • Malware Removal
  • 1,603 posts

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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