Computer Problem Help

Ok time for the IDO online help dept again. We’d all be lost without some of that expertise on here. I’m trying to help a friend with her desktop problems.
She is running Windows XP home addition and has the latest updates. She can send and receive mail using Outlook. She is cable connected to Charter. Some web sites will load (ie Wells Fargo) and others just pop up an IE screen that there is no connection. Can not connect to any Microsoft sites. Clicking the connection in the tray or thru control panel shows connection and working. Repair does nothing. I tried many of the sites in her favorites and no go.
Her kids had some issues with Facebook and I think started this problem about a week ago.

Here is what I have done so far. I restarted in Safe Mode and ran a Symantec scan. Found 10 trojans etc which I have names for if needed. 5 of them were tied to restore points. Symantec quarantined and moved to virus vault or whatever they call it. Said it was successfully dealt with. Rebooted and still no go. Went in to msconfig and found some stuff in the startup section that didn’t need to be there and unchecked it. Based on a web site SYSINFO.org and it’s recomendations. A couple were tied to virus stuff.
On my computer at home I researched and it sounded like maybe the conflicker worm. Today I downloaded to a flashdrive the Microsoft Malicious Software removal deal and installed on hers in Safe Mode and scanned It found nothing. Did another Symantec scan and found nothing. Tried to go to another Restore point back the end of April before this started and it doesn’t work.
Before she has to take it in and spend $$ she doesn’t have I thought I’d ask here. Ask your questions and I’ll do my best to answer. I’m no computer expert but can find my way around. Thanks.

Sgt. Rock,
I can tell you a hundred different things to try… but it sounds like you’ve already made a good attempt at salvaging the operating system. I have dealt with these things dozens of times, and once a system is “infected” with a virus, it is almost impossible to get rid of it for good. It generally screws up your registry or other crucial files.

That being said, I would make every push to save crucial files and reformat the HD and install a fresh version of Windows. I may seem like too much work, but believe me, servicing the same computer for hours on end or having it never clean up is much worse.

good luck!
-Luke

I’m no expert either but I experienced a similar problem. I know viruses can do some funny things but I would unplug your modem power, shut down your computer,plug your modem back in and let it sit for a few minutes and then turn your computer back on. I hope this helps.

I’ve done the reboot on modem and computer and no go. Also thought about the wipe it clean and start over. I’ve never done it but I know how to read and it can’t be that bad. Her unit has two HD on it. The original was a 13GB or so and her Ex added another 120GB at some point. I tried asking him about it and he said it’s her problem. He took the new laptop when he departed a year ago. I’ll keep hoping for something before goint the start over route. Thanks.

any 13 gig drive is going to be how old? I would try to not use it again if you start over. Starting over will be the fastest thing to do.

Otherwise, run super anti spyware and cc cleaner and empty the whole cache and try agian. I’ve had a terrible time catching trojans with regular antivirus. The ones that are a problem are brand new and they aren’t added to whatever data base yet. I’ve had the best luck with those two programs.

Symantic and many other virus maker sites have removal tools for specific infections.
Kapersky
If the affected computer has Conficker, you would not be able to get to these sites. If you are transferring files back and forth on a flash drive, be sure to scan it after removing it from the infected computer. As some have suggested, the damage may already have been done and you may need to do a fresh reinstall. Here are a couple of broad removal tools:
MVC
Stinger

I’ve seen viruses that are designed to evade removal by Norton. Before formatting the HD, I’d try turning off Norton and installing and running a different virus scanner, and also a spyware scanner to see if this clears this up.

Good Luck!

Dan

I do some computer work and have found symantec has seemmed to have fallen behind in virus protection. I would suggest downloading the free AVG virus software to your flash drive. Run the updates. Take symantec off her computer and load AVG. then run a virus scan with it. Good luck and it sounds as though you may need to do a reformat.

symantec, mcaffee, and the other ‘big box’ virus shield software is crap..

go get AVG or avast. i havent used avg myself, but ive heard good things, and i havent had a single problem with avast, ive got it on 5 or 6 computers in my family now, no problems and its idiot proof. and best part is its free!

i would backup the files you need, reformat, reinstall.. as sad as it is, its the only way to permanently remove a lot of malware out there these days.

It looks like the small HD is set up as storage and the main stuff is on the larger HD. I run AVG at home and agree I have no issues either. She has Adaware on but I can’t get it to run or update. I’ll try the suggestions of these other cleaners and loading the AVG. Just seems so weird how some websites work and the rest is dead. Keep them answers coming. Thanks.

Quote:

---

symantec, mcaffee, and the other ‘big box’ virus shield software is crap..

---

that must be why symantec is trusted by more businesses then any other antivirus solution…

Ok time for an update. She still can only log on to a couple sites with her account. I set up a new administrator account and have downloaded and run AVG and Malwarebytes both removing issues. Running them since has found no problems. No problem at all to log on to anything. But her account is still hosed. So do I just set up an new administrator account for her and delete the old one? Is there such a thing as a master account that can’t be deleted? Still looking for some help before wiping the system clean. Thanks

My best advice is to find a forum, I’ve used Castle cops (iirc thats the name) and bleeping computer, post for help wait several days someone will come along and give you help.

You can also boot the computer into safe mode, there is a “admin” account there you can’t normally see and try running some programs there, beware programs are somewhat limited in safe mode, so they need to be installed in a proper way that allows them to run.

I’m far from a super computer guy, those two forums have helped me 100% in the past, all free too.

Save all of her important files. Word, spreadsheets, pictures, etc. to another users profile or somewhere other than her profile. Delete her profile and have her logon again.

Make sure when you run Malwarebytes, do a complete scan, and update the software first. When I run a complete scan, it takes almost 7 hours.

Thanks guys. I have a new account set up and started to move files. And yes some of these scans take forever. LOL I’ll keep plugging away.