Hiya, My name is XXXXX XXXXX X'XX been repairing and upgrading computers for over 10 years, I will help you to the best of my ability.
I would suggest that you try a program called Revo Uninstaller
It is a program designed to analyse what you have on your machine and forces uninstalls
Does it cost anything?
No its a free program
Im sure you dont want to pay any more money to fix this problem than you have to
I will get you the link
How do i get Revo Uninstaller? I am new at this and so is my computer!
This will open a new window so we can stay in contact
Download it and analyse your machine
Dont worry you do not have to buy it
What if the program doesn't work? Can I come back to you? (free???)
thanks, XXXXX XXXXX it a try
Save this page to your favorites so you can get back to me in case you need more help
i get a blank screen; hold on, I'll try again.
I tested the link and you shouldnt have a problem getting to it
I just get the name of the company with headings "home" "features" but nothing below
got it; thanks
i now click on "30-day free trial" , click "open" at the bottom of my screen, and nothing happens!
You may have to give it a min
Sounds like you have a very slow machine from the way it was loading the page
this is a brand new gateway! G460 processor, 250GB; should thi8s be happening?>
Which browser are you using?
When it comes to the net, its either a slow browser you are using such as IE or the speed of the internet itself
ie i think
You can try to 1/ reset your modem/router 2/ Download a faster browser like google chrome
good grief; this is getting complicated (I sure didn't have these problems with my 4-year old cvomputer!)
I know exactly what you mean
I have had this computer since 2002 and shes still going strong
Have you been able to download revo?
not yet! The question at tge bottom of my screen says do you want to open or save the program; i click "open) and nothing has happened
i give up!
do i get my $18 back? (sorry)
Open the program
Your computer is running very slowly, something isnt right with it
i tried but the program won't open; should i go to Best Buy and get help there where I purchased it?
You can either do that or you can follow a few steps to do it yourself to take care of your bigger issues
i hate to ask you how, but can you help me?
Yes I can do it all :-) but it will take a little time
that's okay with me :-))
Ok lets start off with some basic info, also I would appreciate a bonus when we are done as this is a $50 question normally
if you can get My STart removed and my computer up to par, I'll pay it
Thankyou. Lets go through some things
or should i go to the Geeks?
What are you using for antivirus protection?
Geeks will cost you a fortune but you can
Ok when is it set to scan your system?
it already did it today
Is MyStart Malware??????
Did it find any problems that your aware of?
none it told me
i also installed PC Cleaner Pro
Fyi Mystart is a well known virus which I think you have
What this virus does is redirect you to other pages when you click on links
I bet you have noticed this
i refused to click on any of the other links when i first saw it
Dont worry I have the ness tools to get you sorted
Ok what I need you to do is click on my link and download the free version when you get to the page
HOWEVER the virus may not let you do this
So we will have to do it another way if it fails
But still no problem for me :-)
do i click on superanti.....?
Once we download this software, let me know when it is successful
Once we have downloaded the program we will NOT be running it in windows normal mode
Only download it at this time
ok; i've tried both ways; first at the top where it says it should start automatically;; then I clicked "here" when it did not start; then, when the question at the bottom of my screen said "do you want to download super......"
that doesnt work at all; it won't download
ok, this is what we need to do
Save this page to your favorites so you can get back to me when this is done
Restart your machine, as soon as you do, begin pressing F8 repeatedly
Dont stop pressing it until the advanced boot menu appears
When you get this menu select SAFEMODE WITH NETWORKING
Once there you will be immune to the virus somewhat, you can open internet explorer and try to download superantispyware from there
If this virus will not let you download in safemode you WILL need another computer so we can download the program to a flash drive then plug it into your infected computer
ok; i'll try that. i have my job number and hopefully i can get back to you.
The redirect virus can only be removed successfully through safemode anyway
Save this page to your favorites to get back to me
Its the easiest way
Whatever happens make sure you use this spyware program to scan as it is much more powerful than any others
Hi; i could not get on at all after shutting down. when I click on internet, i just still get mystart.
Yes, i am on superantispyware and entering the info it requests now
ok, it says it's working
hi bud, sorry for the delay
thank you. I've downloaded superanti......
what do it tell it to do?
Ok first click to check for updates
To confirm are you currently in safemode or normal mode?
i chercked for updates and they are complete. I don't think i'm in safemode -- hitting F8 throughout the setup period did nothing to set up. I had to get onto yyou through email.
i did get to you through email
Ok, with that said lets attempt this in normal mode where you are
Select COMPLETE SCAN
ok i did that
Ok lets go ahead and start the scan
You will see probably a lot of COOKIES come up, but thats pretty normal
it's doing it
What you are looking for specifically is a REDIRECT.MYSTART
It will come up on the list as an individual virus
lots of stufff flashing by;; so far only adware.tracking cookies
Tracking cookies are generally not dangerous but they have been known to contain adware and malware at times
i'm getting message of "high CPU usage"
Yes it will take alot of your resources to do the scan
If you have anything else open right now I would close it
Just leave this page up and the scanner
It will run more efficiently that way
You are going to see a massive improvement on your machine once we get rid of this virus
ok, exited email
ok good, every little bit helps
it was only there for two days
This scan can take up to an hour depending on how big your drive is
still only adware (28 of them)
Even if it finds the redirect virus, please complete the scan all the way
I get about 300 cookies a day because of all the sites I have to visit to help my customers
If you complete the scan and it does not find the redirect virus its no problem as in safe mode it will definately find it
We will cross that bridge when we come to it though
i only started using this computer about 6 days ago. my old one is getting repaired; this is a pc but i had a laptop before
i don't think i'm in safemode
Gotchya, you will know if you are in safe mode as windows will be in reduced function and most times a blank desktop background with only a few icons
Safemode is the mode used for techs to troublshoot problems
Some computers it is F8 to get to the advanced boot menu and some it is f12
We will go into safemode if ness depending on our results of this scan
no, all the icons are there; but i couldn't get into internet explorer -- just mystart when i rebooted
Yes its getting stronger, but we will nuke it
Viruses can get aggressive if they detect that you are trying to remove it
perhaps it was F12 (when windows first started up in blaack and white at the bottom of the screenn it said something about press F12 and booting)
This is why it is better in safemode as they can act there
How it the scan looking now?
auto protect is processing threats (message)
scan is still going
ok, only cookies still?
seems a bit slower
I am tempted to abort and now you have the program enter safe mode
Simply because I know it will detect it there
Its your call on this
norton flashed that auto-protect was resolving something that started with "mal......." but it went off the screen so fast, i didn't read it completely
tell me how to enter safemode again? when windows starts to reboot, press F12 repeatedly?
now the message says Auto-Protect completed processing threats (that's Norton)
Are you running norton scan also?
now it's scanning faster, but if i stop the scan
Yes, Norton automatically running
Lets abort and scan in safemode so we do not get interferance from norton
Try F12 on restart
Tap repeatedly correct
Select from menu safemode with networking
ok, here I go! goodbye
When there open and do complete scan
hope I can find it again
It will be right there waiting for you
You can always click start and do a search by typing superantispyware
It will pop straight up
I am expecting very very good results from this, hope you return with good news :-)
I rebooted. Pressed F12 while rebooting. Was given two choices (neither one was safemode with networking): Two choices were:
"PO: WDC WD2500AAKX 001CAO" and P1: HL-DT-ST-DVDRAM-GH70N
i don't think I'm yet in safemode
i triefd both and screen looked the same
Ok restart tapping F8 we need that menu, make sure your tapping it from the very moment you restart
Dont stop until the menu comes up
ok, i'll do it again
Sometimes it can take a couple of tries to do it
I will hang on for a while longer just in case you return
I will be here until 11pm CDT
Then back at 7.30am CDT tomorrow
Hope this worked for you and will continue with your tomorrow if ness, after the scan you should have no further issues :-) Thanks Mike
Running superanti in safemode. Could not get back to u on puter.
Ok let me know the results asap. Thanks Mike
hello: it has taken me this long to get back to you through my correct email, XXXXX@XXXXXX.XXX. This is my old email address I was trying to get back to! I went into control panel and just changed my opening theme from MyStart to MSN.com and it worked. SO sorry this happened. I guess I still have MyStart wandering around inside my computer but at least I do not see it.
Ahhh was wondering what happened to you :-)
Anything show up with the scans?
nothing showed up on the virus scan. i really appreciate all your help
Your very welcome, its possible it was deleted under the radar, just keep your antivirus up to date and keep a watchful eye out for unusual email links and strange software wanting you to buy it.
That's for sure! Many thank yous. You are great.
Welcome, I would appreciate an accept so I can be paid for my time with you, thanks for the kind words and have a great weekend