can't run firefox missing .dll explorer faulty too

HI

I'd really appreciate some help. My mother bought a laptop 18 months ago and I installed firefox on it for her and safer browsing. In February she suddenly found it did not work at all (the fox). An error message appears saying that the dll usp10.dll is missing. We have tried uninstalling re-downloading and installing firefox (newer versions). It does not work. She tried to do a system restore and it came back saying unsuccesful. She now uses internet explorer but the drop down menues don't work. When on a website (like booking a plane ticket,) the drop down box is blank.

I have followed the instructions on your page and run all the software (combofix etc.) See attached logs. There doesn't seem to have been much wrong. The only problem I ran into was with Java. I removed it in add/remove programs but when I tried to install it agin, I got "error25099 while installing Java" Then I get the same error merror about the missing dll, so I haven't installed Java. (in fact she's just told me that she got the error message previously when trying to use Java applications)

I have had a pc in the past with a missing dll and I downloaded and installed it from some random website, a week later it lost another dll and wouldn't boot up at all. I am wary of googling to download the dll, I understand I could end up installing something much worse. If there is a safe place to do this please let me know.

In the cleanup process I uninstalled a whole lot of junk, my mom has been trying various registry fixes and generally practising bad downloading. In fact I was surprised to see how little malware there is on her machine, I guess Nortons is actually doing a good job.

I would appreciate someones advice.

thanks in advance

 

The other logs. And also a screenshot of my root drive, just because there seem to be a lot of strange folders with alphanumeric titles, is this normal?

 

Hi
I guess I assumed it was malware because when my old laptop crashed due to a missing dll the man who reformatted it said it was probably a virus or some other malware. I also know my mom downloads lots of programs and isn't always safe and discerning, so the chances of the pc being infected were high.

I ran all the fixes because I understood that I must follow those instructions before posting anything on this website, esp in the malware forum.

I beg your patience in please helping me sort this out.

Thank you for the suggestion of sfc /scannow, I did as you suggested, the programme ran and finished, it did not ask for anything or tell me anything. I rebooted and tried to run firefox, still no luck.

I have the windows disk that came with this machine. Could you please tell me how to use it to restore the dll. There are 2 disks actually, 1 says recovery cd and has the warning that all data, applications and settings will be deleted. I am nervous to put this in the machine without knowing what I'm doing as I don't have a backup of whats on her hardrive.

The other is the drivers and utilities disk.

on the driver disk there is a file called usp10.dll in the l386\system32 folder. If this is the right dll, where should I save it to on my pc?

Hope you are willing to help