Unable To Access User Account

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by snickerdoodle, Jun 25, 2018.

  1. snickerdoodle

    snickerdoodle Private E-2

    Hi,

    I am running a Dell N5010 laptop with Windows 7, Service Pack 1, 64 bit. Though I have been noticing that my computer has been running a little slower over time, I was not having any noticeable issues until Sunday when my Uncle was trying to upload some videos from his iPhone to my laptop. At that point, my computer got hung up attempting to install the driver to read his phone so I restarted my computer and was unable to log in to my user account after that. When I would attempt to log in to my user account it would take at least 10 minutes attempting to sign on before I would receive the error message "The User Profile Service service failed the logon. User profile cannot be loaded." I was able to access my administrator account and run antiviral/malware scans but nothing came up. I read and followed the directions from the following microsoft website https://support.microsoft.com/en-us...rofile-service-failed-the-logon-error-message to edit my registry to correct the error message. Prior to changing my registry, I attempted to create a restore point, but was unable to and received the error message "The restore point could not be created for the following reason: Access is denied. (0x80070005) Please try again". Unfortunately, changing my registry didn't correct the problem so I decided to start running the scans to start the process in case there is malware etc.

    I attached the requested logs after following the read and run me first etc, and would greatly appreciate any assistance you can provide.
     

    Attached Files:

    snickerdoodle, Jun 25, 2018
    #1
  2. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    Please have Hitman remove these:
    Potential Unwanted Programs _________________________________________________

    HKLM\SOFTWARE\Classes\s\ (Softonic)
    HKLM\SOFTWARE\Microsoft\Internet Explorer\ActiveX Compatibility\{9522B3FB-7A2B-4646-8AF6-36E7F593073C}\ (CouponBar)
    HKLM\SOFTWARE\Wow6432Node\Microsoft\Internet Explorer\ActiveX Compatibility\{9522B3FB-7A2B-4646-8AF6-36E7F593073C}\ (CouponBar)
    HKLM\SOFTWARE\Wow6432Node\Microsoft\Tracing\ApnStub_RASAPI32\ (AskBar)
    HKLM\SOFTWARE\Wow6432Node\Microsoft\Tracing\ApnStub_RASMANCS\ (AskBar)
    HKLM\SOFTWARE\Wow6432Node\Microsoft\Tracing\driverscanner_RASAPI32\ (DriverScanner)
    HKLM\SOFTWARE\Wow6432Node\Microsoft\Tracing\driverscanner_RASMANCS\ (DriverScanner)

    I would also like to see your ADWCleaner log.
     
    TimW, Jun 26, 2018
    #2
  3. snickerdoodle

    snickerdoodle Private E-2

    I had Hitman remove the Potential Unwanted Programs mentioned above, as well as attached my ADWCleaner log to this post.
     

    Attached Files:

    snickerdoodle, Jun 26, 2018
    #3
  4. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    TimW, Jun 26, 2018
    #4
  5. snickerdoodle

    snickerdoodle Private E-2

    Hi Tim,

    I followed the directions to uninstall the AVG toolbar/secure search and it is no longer appearing in my list of programs. However, when I restarted my computer and attempted to login to my user account I still was unable to login and received the same error message "The User Profile Service service failed the logon. User profile cannot be loaded". Also, getting the browsers to open still seems slower/glitchier than it normally was prior to the issues with my user account.

    I usually back up my documents on my user account frequently, but I have been applying to grad school and had a bunch of usernames and passwords saved in my browser and was wondering if there would be any way to retrieve them if indeed I needed to create a new user account?
     
    snickerdoodle, Jun 26, 2018
    #5
  6. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    Yes, you need to activate the Admin. account and create a new account. Your issues are not malware related so it is an issue with windows.

    I suggest you post in the software forum for additional assistance with creating the account and saving your needed info and passwords.

    Since you are not having any malware problems, it is time to do our final steps:
    1. We recommend you keep Malwarebytes Anti-Malware for scanning/removal of malware.
    2. Re-enable your Disk Emulation software with Defogger if you had disabled it in step 4 of the READ & RUN ME.
    3. Go to add/remove programs and uninstall HijackThis. If you don't see it or it will not uninstall, don't worry about it. Just move on to the next step.
    4. If running Vista, Win 7 or Win 8, it is time to make sure you have re-enabled UAC by double clicking on the C:\MGtools\enableUAC.reg file and allowing it to be added to the registry.
    5. Now go to the C:\MGtools folder and find the MGclean.bat file. Double click ( if running Vista, Win7, or Win 8 or 10 Right Click and Run As Administrator ) on this file to run this cleanup program that will remove files and folders related to MGtools and some other items from our cleaning procedures.
    6. Any other miscellaneous tools we may have had you install or download can be uninstalled and deleted.
    7. After doing the above, you should work thru the below link:
     
    TimW, Jun 26, 2018
    #6
  7. snickerdoodle

    snickerdoodle Private E-2

    Hi Tim,

    Thank you so much for your help, I really appreciate it!
     
    snickerdoodle, Jun 26, 2018
    #7
  8. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    No problem. :)
     
    TimW, Jun 26, 2018
    #8

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