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namstech
namstech, Electrical Engineer
Category: Computer
Satisfied Customers: 2126
Experience:  M.S. Signals and Information Processing
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I seem to have a virus that wont let me open attachments in

Customer Question

I seem to have a virus that won't let me open attachments in Yahoo. Any suggestions?
Submitted: 3 years ago.
Category: Computer
Expert:  namstech replied 3 years ago.

Najeeb :

Hello and welcome to JustAnswer!

Najeeb :

Did you try resetting internet explorer?

Customer :

resetting?

Najeeb :

Yes, from Internet Options->Reset?

Customer :

thereis no reset option there

Najeeb :

Open Internet Explorer, press ALT+T to open Tools menu, select Internet Options. When dialog opens, click Advanced tab and press Reset... button.

Najeeb :

Click Reset again.

Najeeb :

Now restart and check again.

Customer :

ihave alreadydonethat and it didn't help

Najeeb :

Ok. Have you tried any other browser e.g. firefox, google chrome etc. This to confirm if browser is the problem?

Customer :

no I haven't tried to download another browser...there seemsto be more issues...my avg antivirus doesn't appearto be running and it won't let me remove the program

Najeeb :

I see. To troubleshoot the first issue, check if you can normally open attachments using another browser e.g. chrome.

Najeeb :

You can download it from the following link:

Customer :

i'll try firefox

Najeeb :

Thats fine.

Customer :

then what? areyou staying on the line while I download?

Najeeb :

Yes.

Najeeb :

I will standby.

Customer :

k\

Customer :

it won't let me download firefox

Customer :

it won't let me run or save it

Najeeb :

What happens when you try to download? Error?

Najeeb :

Ok. First, you should start in Safe mode with networking and then try downloading firefox.

Customer :

it goes through the whole download process but then nothing happens...\

Najeeb :

Ok. Try in safe mode. If still have problem, you should scan your computer with the following software.

Najeeb :

You can use its free version.

Najeeb :

No need to buy.

Customer :

going to safemode now

Najeeb :

OK.

Customer :

it won'tlet me download it in safe mode either

Najeeb :

Ok. Please download Malwarebytes from the link above and then scan your computer with it.

Najeeb :

Its free version will suffice.

Customer :

is itthe malwarebytes anti- malware

Najeeb :

Yes.

Customer :

it downloaded...should it be doing something?

Najeeb :

You should double click to install. Once it gets installed, it should update itself and after that you can use it to scan.

Customer :

it isstill doing thesame thing...looks like it downloaded it but didn't

Najeeb :

Do you see a dialog Updating Malwarebytes....?

Customer :

no

Najeeb :

Is it still downloading?

Najeeb :

The name of the downloaded file will be mbam-setup-1.51.0.1200

Customer :

no it completesafter a few minutes but seconds but then nothing happens...I have downloaded before...it should bring up an install dialog but doesnt

Customer :

it won't download it

Najeeb :

Do you see a webpage like the following when you clicked Download Now button?

Customer :

similar to this page

Najeeb :

Ok. On that page, next to No download there is a link that says click here. Click on that to start the download

Customer :

tryingit

Najeeb :

Ok.

Customer :

still won't

Customer :

should i visit the download help center

Najeeb :

Do you have another computer on which you can download it?

Customer :

yes i am talkingto you on it right now

Customer :

i should download it hereand put it on a stick and put it ontothe otherpone

Najeeb :

Is it possible for you to download the setup here and then move it to the other computer?

Customer :

how do I download the programwithout it scanning the other pc?

Najeeb :

It might be that the virus is preventing the download.

Customer :

Yes...where isthesetup

Najeeb :

Have you downloaded the program on this computer?

Customer :

no

Customer :

not yet

Najeeb :

Please download it here and then copy and move the downloaded file named mbam-setup-1.51.0.1200.ex to the infected computer.

Customer :

r u still staying around

Najeeb :

Yes.

Customer :

k

Najeeb :

Did you get my last message?

Customer :

yes

Customer :

i got it moved over...gonna run it now

Customer :

should irun a quickscan or another one

Najeeb :

Full scan should help.

Customer :

k

Customer :

it just finished

Najeeb :

Ok. Any threats found?

Customer :

15

Customer :

should i removethem

Najeeb :

Yes.

Najeeb :

Did you perform a quick or full scan?

Customer :

full\

Najeeb :

Ok.

Customer :

there werea couple of bad IEfiles

Najeeb :

I see.

Customer :

remove them?

Najeeb :

Clean them.

Customer :

doinga restart do i go back to safemode

Najeeb :

Yes.

Customer :

k

Customer :

should i try to open an attachmentin yahoo now

Najeeb :

Have you restarted your computer?

Customer :

yes

Najeeb :

Ok so try opening an attachment now.

Customer :

k

Customer :

still wont open attachments

Najeeb :

Can you download firefox now?

Customer :

nope

Najeeb :

Ok. Try running system file checker. What operating system are you using?

Customer :

vista

Najeeb :

Click Start, in search type cmd ,then right on cmd result on top and click Run as administrator.

Najeeb :

In cmd window, type the following command and press Enter.

Najeeb :

sfc /scannow

Najeeb :

Note that there is a space between sfc and /scannow

Najeeb :

Once it finishes, check what it reports.

Customer :

doing it now\

Najeeb :

ok

Customer :

windows resource protection did not find any integrity violations

Najeeb :

I see. Can you try downloading google chrome and see if you can download it?

Customer :

it won't download chrome eithert

Customer :

i am sorry but I am just tired of trying all these fixes without any success...

Customer :

what do I owe you?

Najeeb :

Nothing until you are satisfied.

Najeeb :

If you have time later on, you can try downloading firefox portable from the following link:

Customer :

i will maybe try later...I am just too tired right now

Najeeb :

I understand :). You can try later and leave the feedback later. I will try my best to help you further. Regards

Customer :

thanks for trying to help

Najeeb :

You are welcome. Have a nice day and take care.

Customer :

u2

Najeeb :

:)

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