cannot complete malware removal 1st step

willnerf · Dec 25, 2008

Hello, I am trying to fix my neighbor's laptop (XP HOME, don't know what SP) but I cannot perform the fist step in the "Read & Run me first malware removal guide".

Here's why:
the neighbor came back from lunch to find her screen saver had locked her out of the PC asking her for her password. She had not set an account password, it just appeared. When I try to log in as admin i get a mesage that says "unable to log you in because of an account restriction".
If I try to reboot, windows says it is installing updates (4 of 4). it does this every time.

I can log in as admin but only under safe mode. When i try to remove Search Assist (via add remove programs) Windows tells me that the windows installer service could not be accessed because I am in safe mode.

I do not know where to start.

Corporal Punishment · Dec 26, 2008

Do the rest of the steps as best you can from safemode - then perhaps we can work back from the top.

willnerf · Dec 27, 2008

After talking to the neighbor in more detail, it seems the only thing she has on this computer worth saving are some pictures. I'm going to take the easy way out and re0install the OS. thanks so much for being ready to help, though!

chaslang · Dec 29, 2008

You're welcome.

willnerf said: ↑

After talking to the neighbor in more detail, it seems the only thing she has on this computer worth saving are some pictures. I'm going to take the easy way out and re0install the OS.
Click to expand...

Reinstalling is really more work than many people think.

you have to backup all you own data, settings, configurations etc and first you have to know what/where all of these are. And you have to have the medium (burnable media, second hard drive, tape drive [yuck] )

then you must make sure you have the necessary disks to reinstall not just your OS but all other software you use especially protection before going online

then delete your partitions, recreate partitions, format, reinstall the OS

now reinstall all your software especially protection

get online (requires some setup and config that novices have problems with)

download updates for OS

download updates for protection software

download updates for all other software

tweak all software back the way you like it. Including Desktop settings, icons etc.

create all the folders that you use for everything in your normally routines

re-load from your backups to get data back, to get settings, Favorites,.....etc back

now over the next two weeks you will realize that you forgot to backup some stuff and also you will keep finding something else that you need to reinstall.

However it is your choice and your neighbor's in the end. After the reinstall, it would be in your best interest to follow thru the below sticky:

How to Protect yourself from malware!

willnerf · Dec 29, 2008

Thanks very much for the pointers, that's why Major Geeks is a national treasure!
:major:major:major

The neighbor literally had nothing on this laptop but her pictures and Skype, & her email was @ Gmail.

Thanks, again!

chaslang · Jan 2, 2009

You're welcome. Surf safely!

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cannot complete malware removal 1st step

willnerf Private E-2

Corporal Punishment Head of Software Shenanigans Staff Member

willnerf Private E-2

chaslang MajorGeeks Admin - Master Malware Expert Staff Member

willnerf Private E-2

chaslang MajorGeeks Admin - Master Malware Expert Staff Member