PLEASE HELP... Can't startup my computer after running Norton Power Eraser

[WiLOz]

So i believe i got a virus and i ran Norton 360 virus scan but it said it did not find anything but the way my computer was reacting when it start up (going to startup repair and scanning and saying it fixed the errors) i knew there was still a major issue but at this point atleast i was still able to start my computer and get into windows.. I was told to try and use Norton Power Eraser and that it might help.. So after i ran NPE it found the errors that norton 360 didn't find and it was supposedly going to fix them.. But after it finished and the computer restarted i was unable to get into windows... it would go to startup repair and try to scan and fix the issue but at this point now startup repair would not even work.. i downloaded the Norton rescue boot disk and tried to undo the actions NPE made.. So after i did that it seems even worse now because it still doesn't startup and when it trys to now theres just a dash flashing on the top corner of the screen.. I'm praying someone here can help me and get my computer to start again without losing all my files, pictures and videos i have.. it will be heartbreaking if i lose the thousands of pics and vids i have... i just don't understand why when this program was supposed to help me fix my computer that it made it worse then it already was....

[thisisu]

Hello and welcome to Major Geeks

Try the following:

For 32-bit (x86) systems download Farbar Recovery Scan Tool and save it to a flash drive.
For 64-bit (x64) systems download Farbar Recovery Scan Tool x64 and save it to a flash drive.

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.
• 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.

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 an 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 make a log (FRST.txt) on the flash drive. Please attach this log to your next reply. (How to attach)

[WiLOz]

Thanks for the reply.. Here is the attachment I hope that it helps me...



-WiLOz-

[thisisu]

Try to reboot normally after running this fix.

NOTICE: This script was written specifically for this user, for use on that particular machine. Running this on another machine may cause damage to your operating system

Attached to this message is fixlist.txt

• Save fixlist.txt to your flash drive.
• You should now have both fixlist.txt and FRST.exe on your flash drive.

Now re-enter System Recovery Options.
Run FRST and press the Fix button just once and wait.
The tool will make a log on the flashdrive (Fixlog.txt).
Please attach this to your next message. (How to attach)

Now attempt to boot normally.

[WiLOz]

Here is the Fixlog.txt.. i was still unable to boot up

[thisisu]

Some of the commands did not execute properly.

Can you try the same fix except this time download and use FRST64.exe, not FRST.exe

There are some discrepancies in your logs on whether you are running 64bit or 32bit OS.

Windows 7 Home Premium   (X86) OS Language: English(US) 
2012-04-28 02:53 - 2009-07-13 19:20 - 0000000 ____D C:\Windows\SysWOW64
2012-04-01 16:05 - 2012-04-01 16:05 - 0000000 ____D C:\Program Files (x86)

[WiLOz]

I just tried to use frst64 and it did not work. It said that it is not compatible with the version of windows i am running.. Also I am unable to press F8 to get into the system recovery tool to open command prompt I have to use the norton rescue boot disk and go from there. As soon as the computer try to startup it goes right to the dash blinking in the corner

[thisisu]

Originally Posted by WiLOz

I just tried to use frst64 and it did not work. It said that it is not compatible with the version of windows i am running.. Also I am unable to press F8 to get into the system recovery tool to open command prompt I have to use the norton rescue boot disk and go from there. As soon as the computer try to startup it goes right to the dash blinking in the corner

Ok that explains why some of the commands did not execute.

Do you have your Windows 7 DVD? If not, I will try to find a workaround for what needs to be done.

[WiLOz]

No unfortunately the laptop did not come with one

[thisisu]

I attached a .zip to this post.
Extract the BootRec.exe file from this archive and place it directly on your flash drive in the same location where FRST.exe / FRST64.exe are at.

Boot back into Norton rescue disk and get into the Command prompt.
Identify your flash drive letter again by using the Notepad trick.

Once you have found your flash drive letter, type in the these two commands, pressing ENTER after each one:

• i:\bootrec /fixmbr
• i:\bootrec /fixboot

Note: This assumes that i: is still your flash drive letter. It can change so always double-check. Adjust accordingly if it is not i:

Let me know the output of both commands. If both were successful, try rebooting normally.

[WiLOz]

this is also saying that it is not compatible with my version of windows...

[thisisu]

I see.

Which options does the Norton Rescue Disk have?

[WiLOz]

Its the Norton Bootable Recovery Tool which has 2 options plus a link for the command prompt

1- Norton Power Eraser Recovery Scan
After i first ran NPE it got worse, i wasn't able to get into startup repair so when i downloaded the norton bootable recovery tool i was able to undo the changes but that didn't work
2- Norton Advanced Recovery Scan
I ran this scan and It didn't find anything at all

[thisisu]

I need to gather a bit more information, from the Command Prompt, type in this command and press ENTER

• wmic os get osarchitecture

Let me know what output you receive

[WiLOz]

i actually tried that earlier to find out if i was running 32bit or 64bit and again when i tried now it says

ERROR:
Description = Invalid class string

[WiLOz]

If this helps there were 2 files that Norton Power Eraser said was infected and deleted which then made my computer not be able to boot

they were

1- PhysicalDrive0
2-photoshop.exe

I had photoshop on my computer for awhile now and it never seemed like it had an issue

[thisisu]

It's the PhysicalDrive0 which had trouble. We see this often when people use tools like NPE. They mean well but sometimes the infection is not completely removed which causes the boot issue.

I have attached another fixlist.txt. Copy this to your flash drive, replace the previous version of it.

Go back into Command Prompt and run FRST.exe and then Fix.

Attach the latest fixlog.txt.

Attempt to boot normally.

[WiLOz]

dont think it worked... here is the log

[thisisu]

Originally Posted by WiLOz

dont think it worked... here is the log

Do you still have bootrec.exe on your flash drive?

[WiLOz]

yea i haven't deleted it