Computer Problems...

Hello, I'm new, and hoping that someone might be able to help me. I posted on Tech Support Forums but noone got back to me.

My computer will no longer let me access Windows XP or anything. I start the computer, it runs the Del screen, runs the Windows XP screen and then gives me a black screen with the pointer, then starts all over again. Forever. I left it overnight, and I got the blue screen of death.

I am positive this has something to do with a virus, as before this started happening, my Norton said it wasn't protecting me and wouldn't fix when I clicked "repair". I then tried to install the newest Windows updates, and it froze. So I tried to restart, no dice - then had to turn it off manually and am now in this mess.

I tried F8, and tried to restart in safe mode with connections, safe mode, debugging, anything. When I try to run safe mode, I get a pile of code and then it goes into the restart loop. I had problems with viruses before this happened, the Norton told me there was a problem and it had been deleted - but over and over again. Then I briefly saw a DOS like window pop up and dissapear quickly. So I'm certain this is my problem.

Am I stuck? Should I take it to Future Shop to get them to restore? I don't want to lose my files...
Thanks in advance whomever can give me advice.

 

:wave Welcome to Major Geeks! :major

If you could tell us the exact error code (they look like 0x000000ED) and any message (a common one is IRQL_LESS_THAN_OR_EQUAL) and any filename listed (a common one would be "win32k.sys" for example), we may be able to help. To get the PC to stop on the blue screen, press F8 to get the boot options menu, then select "Disable automatic restart on system failure", then boot. Windows should stop at the blue screen so you can record the info. Then post it here ad we'll do our best to help!
:-D

[dlb]

 

Hi dawndarkharp,

This is Mike from the Norton Authorized Support Team.


It does appear that your computer is infected.

Please let me know which Norton product and version you have installed. Once I know which product and version you are using, I can assist you further in making sure that your Norton product is installed and configured correctly and to also help with removing the infections.


Thank you,
Mike