HELP ! 65 year old man with only a little knowledge needs help with this problem !!!

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by jac4123, Aug 8, 2011.

  1. jac4123

    jac4123 Private E-2

    a pop up was clicked on that said you have a FEDEX package. The system then went black. when i tried to reboot it even in safe mode, all i got was the IE icon, nothing else. All icons on the desktop are gone except the IE icon and another IE icon.

    I can get on the internet breifly. Before the computer logs itself off and goes black, the following message is displayed:

    "Windows was unable to save all data for the file \\system32\\496A8300. The data has been lost. error may be caused by failure of computer
    hardware."


    Also, while i am online and before it logs itself off and restarts i get the following messages:

    1. critical error - hard drive critical error, Run diagnostic utility to check hard drive for errors

    2. Damage hard drive clusters detected, data lost

    3. Windows can't find hard disk space, hard drive error

    4. RAM memory usage critically high, RAM memory failure

    5. System detected 1 or more TDE / SATA hard disk errors, recommend restarting

    The pop up says "System Repair" Analyzing PC performance and stability. it starts running and you cant stop it.

    Can someone please help me. i am an old man that can't afford to take this laptop to a computer shop. plus my kids and grandkids pictures are stored here. PLEASE HELP ME
     
    jac4123, Aug 8, 2011
    #1
  2. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Try to do as much of the following as you can:
    READ & RUN ME FIRST. Malware Removal Guide

    You may need to use another computer to download and transfer the scanning tools.

    Also run this:


    Please download and save the below tool from Grinler @ bleepingcomputer to your Desktop or anywhere else you can find it ( if the Desktop is not showing )

    http://download.bleepingcomputer.com/grinler/unhide.exe

    Now run it. Now see if you can find the items that seemed to be missing?
     
    TimW, Aug 8, 2011
    #2
  3. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    i should have told you upfront, these things you are telling me to do are going completely over my head. i am alone here with nobody young enough to help me. I really appreciate your help, but please, please, baby step be through this. I dont understand plus i get booted, or logged off and restarted, before i can get through some of this.

    i dont know how to remove quaranteen files from norton or anywhere else. it took forever just to find the programs to see if i had any of the old versions of java...

    i just rebooted off the msconfig instructions and am running back and forth from computer in neighbors apartment..........

    thank you so much for your patience.......but with me, act as if i know nothng about computers.......i really know very little but am unsure about the quaranteen file thing....as i said, ALL ICONS were removed from my desktop and are still gone. i dont even know if i have norton
     
    jac4123, Aug 8, 2011
    #3
  4. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Can you download things to your desktop? If you can, first try running Unhide with the link I gave you. Let's see if that brings back your desktop items. If you can't download, use your neighbors computer to download it and try to transfer it via cd to your desktop. Same goes with running these scans:

    SUPERAntiSpyware

    Malwarebytes Anti-Malware

    combofix.exe

    MGtools
     
    TimW, Aug 8, 2011
    #4
  5. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    what do you mean by "try running unhide" with the link you gave me?.......i am not sure if i can download anything and by what i have done and followed thus far, there are no other icons back on the desktop except the IE with internet under it, and for some reason there is now another IE icon with the words "launch internet explorer browser under them............i will try and download these four you gave me while i wait for the answer to the try running unhide from before.........tks very much
     
    jac4123, Aug 8, 2011
    #5
  6. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Also run this:


    Please download and save the below tool from Grinler @ bleepingcomputer to your Desktop or anywhere else you can find it ( if the Desktop is not showing )

    http://download.bleepingcomputer.com/grinler/unhide.exe

    Now run it. Now see if you can find the items that seemed to be missing?
     
    TimW, Aug 8, 2011
    #6
  7. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    the first two downloads i had no problem with and both show up on my desktop. the 3rd one, combofix.exe, will not allow me to download it becauase it says i am trying to rename it combofix.exe[1], which i am not. when attempting to restore the old icons, it didn't work. either i did something wrong, there is another way to do it, or, God i hope i am wrong with this one , the third is they are gone forever.

    HELP !
     
    jac4123, Aug 8, 2011
    #7
  8. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    for the one "mgtools", when i hit the continue button, nothing happens. i hit cancel and it tells me access is denied over and over again.....what has happened to my computer?
     
    jac4123, Aug 8, 2011
    #8
  9. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Help me, please, nothing seems to be working..........are you still working with me?
     
    jac4123, Aug 8, 2011
    #9
  10. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Nothing seems to be working. the only things showing on my desktop are the IE icon malware, and super antispyware icons. please, i have been working on this for the better part of the day and I am getting more and more nervous. Can ANYONE, ANYWHERE, help me get rid of what had taken my laptop over? I am on a fixed income and just dont' have the money to take it in to the shop or i would. Please, i want my pictures of my kids and grandkids back and be able to skype with them. i am in canada and they are in the southern usa..............PLEASE HELP
     
    jac4123, Aug 8, 2011
    #10
  11. Kestrel13!

    Kestrel13! Super Malware Fighter - Major Dilemma Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Please. You need to be patient. We understand that you are frustrated. Do not keep making post after post, just wait until TimW replies.

    Then you need to install them and run them. ;)

    Also something else that may help could be doing the below.


    Please click Start, All Program, Accessories and you will see ( among other things ) a Command Prompt entry.
    • Right click the Command Prompt entry and select Run As Administrator.
      • It is critical that you run it this way.
    • If you do this properly, a command prompt window will open with a title of Administrator Command Prompt.
    • Enter the below commands ( in bold black ) at the command prompt each followed by the enter key. Try each command!!!! The bold black are commands. The purple/brown is merely informational.
    cd \ <-- this changes to the root folder and the prompt should change to C:\>
    attrib -h -s * /S /D <-- this will try to remove the hidden and system attributes on all files and folder. Note there are spaces before -h, before -s, before * and before each /
    attrib -h -s *.* /S /D <-- a redundant command match possibly other file names and folders due to using *.*

    Let me know if this helps.

    You have not said what operating system you are running. For example: XP, Vista, Windows 7, Windows 2003.... please let us know.
     
    Kestrel13!, Aug 9, 2011
    #11
  12. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    I tried to follow these diretions,: """Please click Start, All Program, Accessories and you will see ( among other things ) a Command Prompt entry.
    Right click the Command Prompt entry and select Run As Administrator"""

    i couldnt find the "acessories" tab....this is a vista op. system.... as for running the other two programs i can't. it will time out when a box with the following appears:

    "Windows was unable to save all data for the file \\system32\\496A8300. The data has been lost. error may be caused by failure of computer
    hardware

    thanks again for helping me, i am so afraid i have lost all my grandkids photos
     
    jac4123, Aug 9, 2011
    #12
  13. Kestrel13!

    Kestrel13! Super Malware Fighter - Major Dilemma Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Please confirm, you said that you were able to download Malware Bytes and SUPERantispyware to your desktop? Correct? If so are you able to install them and run them? If not, there is something we can try to get them to run. :) (You are infected by something called Windows Tool)
     
    Kestrel13!, Aug 9, 2011
    #13
  14. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    yes, both are downloaded and have icons on my desktop. I am attempting to run one of the now, "superantispyware". I am afraid that the last message i sent containing:

    "Windows was unable to save all data for the file \\system32\\496A8300. The data has been lost. error may be caused by failure of computer
    hardware."

    will cause it to prematurely shut down. i was told since i clicked on a "FedEx" message, then everything blacked out and was gone, that this was called a UPS/FedEx virus.....but you said i was infected with something else.

    Boy, you guys are the ones that need to be working at Microsoft. In just a short amount of time you have been able to diagnose. incredible. thank you.......as i said, i just hope the desktop and information in it comes back one day. i swear to you, if it does, i will cry with tears of joy. those pictures mean so much to me. more than anything because the grandkids actually sent them without help from anyone. THANK YOU for helping me.
     
    jac4123, Aug 9, 2011
    #14
  15. Kestrel13!

    Kestrel13! Super Malware Fighter - Major Dilemma Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Hang in there jac4123 :) I am sure we are going to get you all squared up, we all just have to be patient like we are being. TimW will also log in later on this evening and he can add his input to the thread whilst I go off to work.

    Let''s try this please.

    Please download and run the below tool named Rkill (courtesy of BleepingComputer.com) which may help allow other programs to run.
    There are 4 different versions. If one of them won't run then download and try to run the other one.

    Vista and Win7 users need to right click and choose Run as Administrator

    You only need to get one of them to run, not all of them. You may get warnings from your antivirus about this tool, ignore them or shutdown your antivirus.
    1. Rkill.exe
    2. Rkill.com
    3. Rkill.scr
    4. Rkill.pif
    Once you've gotten one of them to run then try to immediately run the following.


    Download and save the below to your PC (save it anywhere you can find it. The Desktop is fine). Then double click on it to run it.

    AVPFind.bat

    It should take a couple minutes to run. You will see a black command prompt window while it is running and it should close when it is finished. Once it finishes, attach the c:\avplog.txt file that is will hopefully create as long as the malware does not block the batch file from running. (See: HOW TO: Attach Items To Your Post )


    Now download and Run exeHelper
    • Please download exeHelper to your desktop.
    • Double-click on exeHelper.com to run the fix.
    • A black window should pop up, press any key to close once the fix is completed.
    • A log file named log.txt will be created in the directory where you ran exeHelper.com
    • Attach the log.txt file to your next message.
    Note: If the window shows a message that says "Error deleting file", please re-run the program before posting a log - and post the two logs together (they will both be in the one file).

    Now are you able to run SUPERantispyware/Malware Bytes? :)
     
    Kestrel13!, Aug 9, 2011
    #15
  16. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    I can't get to the "Run as Administrator" tab you are talking about and were earlier. Read the following and maybe you can help me get back to where i should be.

    I tried to follow these diretions,: """Please click Start, All Program, Accessories and you will see ( among other things ) a Command Prompt entry.
    Right click the Command Prompt entry and select Run As Administrator"""

    i couldnt find the "acessories" tab....this is a vista op. system.... as for running the other two programs i can't. it will time out when a box with the following appears:

    "Windows was unable to save all data for the file \\system32\\496A8300. The data has been lost. error may be caused by failure of computer
    hardware
     
    jac4123, Aug 9, 2011
    #16
  17. Kestrel13!

    Kestrel13! Super Malware Fighter - Major Dilemma Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Are you at least able to double click and run them? (Scrap the run as admin part)
     
    Kestrel13!, Aug 9, 2011
    #17
  18. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    when i ran super anti spyware this came up as a result of running it:

    13 critical errors

    1) rouge system tool / microsoft/microsoft system tool
    roaming/microsoft/systemtool

    2) trojan agent/gen.fake a s

    3) adware.trackingcookie
    roaming/double clike
    roaming/partypoker
    roaming/statcounter

    i can run both programs, SUPERAntiSpyware and Malwarebytes Anti-Malware. but i think i have to do the administrator thing to do the others which i cant. And when running those two above programs as i said before, sometimes i get logged off when the this message pops up in a box on the screen:

    "Windows was unable to save all data for the file \\system32\\496A8300. The data has been lost. error may be caused by failure of computer
    hardware"

    i tried to quaranteen, i think that is what it said, all those stated above. what should i do next?

    thanks again
     
    jac4123, Aug 9, 2011
    #18
  19. Kestrel13!

    Kestrel13! Super Malware Fighter - Major Dilemma Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    You're welcome.

    Look again at TimW's post number 2 where he tells you to work your way through as much of the Read and Run Me First as possible. That being said, you have alreday run Superantispyware and Malware Bytes, which we will have you attach logs from later, so next on the list to focus on is Combofix and MGTools. Getting those downloaded and run. :) Let us know how you get on, but I shall be off for a short shift at work soon. Tim will log in later on.
     
    Kestrel13!, Aug 9, 2011
    #19
  20. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    again.......can you tell me how to get to the administrator

    you instructed:

    Please click Start, All Program, Accessories and you will see ( among other things ) a Command Prompt entry....

    I don't or can't find this ...... which means i cant get to the administrator......Is there any way i can do this, i have vista if it helps.....

    also, i hve no malware threats when running the quick scan....

    thanks again
     
    jac4123, Aug 9, 2011
    #20
  21. Kestrel13!

    Kestrel13! Super Malware Fighter - Major Dilemma Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    Forget the command prompt part now, just continue on and run the other tools required. Have you turned off UAC at this point? :confused
     
    Kestrel13!, Aug 9, 2011
    #21
  22. jac4123

    jac4123 Private E-2

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    You asked, "Have you turned off UAC at this point" ??? i dont have a clue. i dont know what that is, what it stands for, where it is.....nothing..........but as little i know i may have actually turned it off yesterday in all the instructions........

    tell me what it is and how to turn it off and i will make sure it is off

    thanks
     
    jac4123, Aug 9, 2011
    #22
  23. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    Re: HELP ! 65 year old man with only a little knowledge needs help with this problem

    For Vista users - to turn off UAC ( UAC = User Account Control )
    1. Click Start, and then click Control Panel.
    2. In Control Panel, click User Accounts.
    3. In the User Accounts window, click User Accounts.
    4. In the User Accounts tasks window, click Turn User Account Control on or off.
    5. If UAC is currently configured in Admin Approval Mode, the User Account Control message appears. Click Continue.
    6. Clear the Use User Account Control (UAC) to help protect your computer check box, and then click OK. If it is already uncheck, then you should also notice a red shield with an X in it located in your system tray. Ignore any mesages about UAC being disabled.
    7. Click Restart Now to apply the change right away. (Restart even if you did not make the above change, we need to be sure that a reboot has occurred since the first time that UAC was disabled.)
    This is from the Read and Run First instructions for Vista/Win7 users.
    Vista/Win7 instructions

    NOTE: DO NOT CONTINUE UNTIL UAC has been disabled and you have rebooted.
     
    TimW, Aug 9, 2011
    #23

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