Author Topic: I tried to remove popups and now I damaged my friend's computer completely!  (Read 3310 times)

Offline Novice77014

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Hi!

I was trying to help a friend solve a computer issue; she was having popups on her computer.  I installed Malwarebytes Anti-Malware and it found over 1,000 detected objects.  After I quarantined all of them, I ran it again, and there were more detected objects.  I found another anti-malware software (I don't recall the name of it), which seemed to do the trick, but now I'm unable to access Microsoft Office (it took it off of the computer), and I can't access any YouTube videos.  Another thing I noticed that was really puzzling was that Google Chrome no longer works on her computer.  I'm totally stumped, and feel completely responsible.  She's a doctoral student, so having a functional laptop is a must!  Could some help me?  Thanks!

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Offline Hoov

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #1 on: September 05, 2014, 02:41:40 PM »
Try doing a system restore to a point before you started removing malware. If you need help doing that, tell me what version of windows is she using?

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Offline Novice77014

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #2 on: September 05, 2014, 04:34:41 PM »
Hi Hoov-

I am so happy you took a look at my posting.  You helped me back in 2011! :)1

I will need help completing the system restore.  She has Windows 7 Home Premium.

Novice77014
« Last Edit: September 05, 2014, 04:42:24 PM by Novice77014 »

Offline Hoov

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #3 on: September 05, 2014, 04:49:19 PM »
Open System Restore by clicking the Start button. In the search box, type System Restore, and then, in the list of results, click System Restore. Administrator permission required If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

Follow the steps in the wizard to choose a restore point and restore your computer.

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Offline Novice77014

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #4 on: September 05, 2014, 07:48:09 PM »
Hi Hoov-

I followed the directions for the System Restore, but I received a message saying the following:

"System Restore does not appear to be functioning correctly on this system.  A Volume Shadow Copy Service component encountered an unexpected error.  Check the Application event log for more information. (0x80042302)"

Not sure what to do...the "Back" and "Next" are grayed out, so the only button I'm able to use is "Cancel."

Any thoughts?

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Offline Hoov

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #5 on: September 05, 2014, 07:58:01 PM »
Yep, this may get complicated.

Lets try a system file check first.

Click on the start button then all programs, then accessories and then right click on Command Prompt and select run as admin. Then type in sfc /scannow and hit enter. Then once that is done type in findstr /c:"[SR]" %windir%\logs\cbs\cbs.log >cbs.txt and hit enter. Once that is done (should take seconds) type in cbs.txt and hit enter. Copy the text and paste it up here.

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Offline Novice77014

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #6 on: September 05, 2014, 09:58:16 PM »
I received the following message after inputting the sfc /scannow command:

"Windows Resource Protection could not start the repair service."

I'm sure that's not the response we were looking for.

Offline Hoov

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #7 on: September 05, 2014, 10:12:43 PM »
Not that.

Please go to the run command and type in msconfig . Let me know what is checked on that page. If it is anything other than normal startup, please select normal startup and then click apply then OK and reboot the computer. Tell me what you found.

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Offline Novice77014

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #8 on: September 07, 2014, 06:09:12 AM »
I typed msconfig.  The following was checked under each tab:

General:
 Radial Dial checked: Selective startup
  • Load system services
  • Use original boot configuration (This one is grayed out.)

Boot:
   In the box, it says, "Windows 7 (C:\Windows) : Current OS; Default OS
When I clicked "Advanced options..." the following was checked:
         "Debug Port"  The drop-down menu was grayed out, but it said, "COM1:"
         "Baud Rate"   The drop-down menu was grayed out, but it said, "115200"
Services:
   Every box was checked.  It looked like every application on the computer was listed.  It had the following column headings:
     Service
     Manufacturer
     Status
     Date Disabled
(There were so many, I didn't know if you wanted me to list them all or not.  I can attach screen shots if necessary.)
Startup:
   Nothing was checked
Tools:
   No check boxes were available.  The column headings were, "Tool Name" and "Description."
(There were so many, I didn't know if you wanted me to list them all or not.  I can attach screen shots if necessary.)

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Offline Hoov

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #9 on: September 07, 2014, 06:20:00 AM »
run msconfig and select normal startup then click apply then OK and reboot your computer. See if that fixes the problem.

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Offline Novice77014

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #10 on: September 07, 2014, 04:49:37 PM »
Hi Hoov-

I'm not sure if I'm inputting the commands correctly.  Nothing appeared after I typed the command findstr /c:"[SR]" %windir%\logs\cbs\cbs.log >cbs.txt.  Here's what I have:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Chinh>sfc /scannow

Windows Resource Protection could not start the repair service.

C:\Users\Chinh>sfc/scannow

Windows Resource Protection could not start the repair service.

C:\Users\Chinh>sfc / scannow

Microsoft (R) Windows (R) Resource Checker Version 6.0
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

Scans the integrity of all protected system files and replaces incorrect version
s with
correct Microsoft versions.

SFC [/SCANNOW] [/VERIFYONLY] [/SCANFILE=<file>] [/VERIFYFILE=<file>]
    [/OFFWINDIR=<offline windows directory> /OFFBOOTDIR=<offline boot directory>
]

/SCANNOW        Scans integrity of all protected system files and repairs files
with
                problems when possible.
/VERIFYONLY     Scans integrity of all protected system files. No repair operati
on is
                performed.
/SCANFILE       Scans integrity of the referenced file, repairs file if problems
 are
                identified. Specify full path <file>
/VERIFYFILE     Verifies the integrity of the file with full path <file>.  No re
pair
                operation is performed.
/OFFBOOTDIR     For offline repair specify the location of the offline boot dire
ctory
/OFFWINDIR      For offline repair specify the location of the offline windows d
irectory

e.g.

        sfc /SCANNOW
        sfc /VERIFYFILE=c:\windows\system32\kernel32.dll
        sfc /SCANFILE=d:\windows\system32\kernel32.dll /OFFBOOTDIR=d:\ /OFFWINDI
R=d:\windows
        sfc /VERIFYONLY

C:\Users\Chinh>findstr / c:"[SR]"%windir%\logs\cbs\cbs.log>cbs.txt
cbs.txt

The command prompt never appeared after typing in the second command, and I waited several minutes.  Am I entering the second command incorrectly? Is there some way I can copy/paste into Command Prompt?  Can you tell me exactly where a space should be in a command?  Thanks for your patience.

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Offline Hoov

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #11 on: September 07, 2014, 05:09:29 PM »
The problem is this, sfc /scannow There has to be a space between c and /.

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Offline Novice77014

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #12 on: September 07, 2014, 06:14:28 PM »
I typed the command as you instructed, and received the following message:

"Windows Resource Protection could not start the repair service."


Offline Hoov

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #13 on: September 07, 2014, 06:23:09 PM »
Do you have a windows 7 install DVD (not a system restore DVD) but an install DVD. It can be an OEM disc as long as it says install.

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Offline Novice77014

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Re: I tried to remove popups and now I damaged my friend's computer completely!
« Reply #14 on: September 07, 2014, 07:30:44 PM »
My friend doesn't have a Windows 7 install DVD.  She bought the computer from a pawn shop.