computer problem

Welcome to Majorgeeks!

You should be running only one anti-virus program.
You need to disconnect from the internet with the suspect computer and download the needed programs to a different computer and install on the infected one.

Please follow our standard cleaning procedures which are necessary for us to provide you support. Also there are steps included for installing, running, and posting HijackThis logs as attachments.

• Run ALL the steps in this Sticky thread READ & RUN ME FIRST Before Asking for Support
• Make sure you check version numbers and get all updates.
• Very Important: Make sure you tell us the results from running the tutorial...was anything found? Were you unable to complete any of the scans?...Were you unable to download any of the tools?...Did you do the on-line scans as suggested? etc.

• After doing ALL of the above you still have a problem make sure you have booted to normal mode and run the steps in the below link to properly use HijackThis and attach a log:

Downloading, Installing, and Running HijackThis​

Make sure you also rename HijackThis.exe as suggested in the procedures. Use analyse.exe for the new name. This is very important due to some new infections going around.​

• When you return to make your next post, make sure you attach the following logs and that you have run these scans in the following order too:
  • CounterSpy
  • AVG Antispyware log - ONLY IF NEEDED you were not able to run CounterSpy
  • Bitdefender - from step 6
  • Panda Scan - from step 6
  • runkeys.txt - the log from GetRunKey.bat
  • newfiles.txt - the log from ShowNew.bat
  • HijackThis

NOTE: You can only attach 3 files in a single message so it will require that you use two messages to attach all of these logs!

 

The instructions are long (detailed), but the actual process is very easy....just do one thing at a time and you should find it easy enough.

Try doing them with the infected computer ...if doing it from downloads to a different computer is the main obstacle.

 

You will need a program to unzip the files. If you do not have WinRar, then I would suggest using ZipGenius.

Now let's just do some of the simple scans. Please download Counterspy and run it. (If you have ever used it before you will not be able to use it again ---which is why we suggest running AVGAnti-spyware.

Both will allow you to delete/quarantine all that it finds - do so. They will also allow you to save a log ...do so (as a text - to your desktop for easy access when time to attach it to your next post).

Next ...6A: Online Virus And Trojan Scanning

Please run the below two online scanning tools and make sure you save and attach the logs later to any request for help that you post. From step 5 you should already be in safe mode but you will need to reconnect your cable now and possibly reboot and choose Safe Mode with Networking Support. If you cannot connect in safe mode for any reason (like dial-up users), run the online scanners in normal boot mode. You will need to use Internet Explorer to run these online scans. Also MAKE SURE YOU HAVE THE LATEST SUN JAVA Version installed by checking against the below link which normally has the most current version. This may help prevent some problems in trying to get these online scanners to run. Get Sun Java here: Sun Java Runtime Environment Before installing the current version, you should uninstall all previous versions first!!!!


*** MAKE SURE YOU RUN BITDEFENDER BEFORE PANDA ACTIVE SCAN ***
*** But if Bitdefender cannot be run then run PandaActiveScan anyway ***

****NOTE**** DO NOT INSTALL Bitdefender's Antivirus program. Make sure you follow the directions below and run the ONLINE SCANNER only.


Bitdefender agree to the license and then select Scan. DO NOT CHANGE THE OPTIONS TO SHOW ALL FILES SCANNED. That will make your logs huge and we don't need to see clean files. Once Bitdefender completes the scan:

Click-on the Detected Problems tab. Then select Click here to export the scan report

When the window comes up to save the report, change the Save as type: box to Text (Tab Delimited) (*.txt) and then in the File name box enter change to bdscan then click save. This will save a file named bdscan.txt in whatever folder you are currently in when you save the file (take notice of where you are at so you can find it later).

Lets do these two items first ...then we will move on.

 

Can you download and run Counterspy?

Can you get online and go to this link and follow these instructions?
Bitdefender: agree to the license and then select Scan. DO NOT CHANGE THE OPTIONS TO SHOW ALL FILES SCANNED. That will make your logs huge and we don't need to see clean files. Once Bitdefender completes the scan:

Click-on the Detected Problems tab. Then select Click here to export the scan report

When the window comes up to save the report, change the Save as type: box to Text (Tab Delimited) (*.txt) and then in the File name box enter change to bdscan then click save. This will save a file named bdscan.txt in whatever folder you are currently in when you save the file (take notice of where you are at so you can find it later). This bdcan.txt file will actually contain HTML code that we can easily view later while reviewing your log. All we have to do is rename the file to bdscan.html.

Bitscan link

 

Perhaps this will help you understand how to attach logs to your posts:
See: HOW TO: Attach Items To Your Post

 

Do you have problems with the English language? Do you know how to download programs? Can you double click and follow the prompts on the screen. What exactly do you not understand ---- please be specific.