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Jerry Hannell
Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8189
Experience:  Experience in Windows environment. ASP, Visual Basic, Ajax
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So I have a bad case of Ransomware and I need help removing

Resolved Question:

So I have a bad case of Ransomware and I need help removing it.
Submitted: 1 year ago.
Category: Computer
Expert:  Jerry Hannell replied 1 year ago.

XXXXX XXXXXnell :

Hello and welcome to Just Answer. My name isXXXXX will be happy to assist you today. --- Hello sir/madam, are you currently using the computer in question now?


 

Customer:

No i'm using my desktop, My laptop has now almost completely shut down due to the ransomware

XXXXX XXXXXnell :

can you start your laptop in safe mode(f8) do you know how ?

Customer:

I was just in it a moment ago

Customer:

but right now

Customer:

the laptop wont even turn on

XXXXX XXXXXnell :

in safe mode, your laptop cannot start?

XXXXX XXXXXnell :

if we can find a way to start your laptop (in safe mode etc) we can clean the system

Customer:

the laptop can't start right now

XXXXX XXXXXnell :

do you see the startup options? (f8)

Customer:

I meant at all

Customer:

like the power wouldn't turn on

Customer:

I just plugged it in

Customer:

and now it's starting

XXXXX XXXXXnell :

let's wait

Customer:

I can start it in safe mode now

XXXXX XXXXXnell :

we need to start in safe mode (do not forget to tap the f8 key)

XXXXX XXXXXnell :

ok, now when you are in Windows, can you click your start button

Customer:

I pressed the f8 key

Customer:

the first option is repair your computer

Customer:

followed by all the safe mode options

Customer:

Just regular safe mode?

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

regular safe mode

XXXXX XXXXXnell :

when you see your start button , please let me know

Customer:

bad news

Customer:

it wont start in regular safe mode

XXXXX XXXXXnell :

what is the error? (what happens)

Customer:

it flickers to the blue screen of death and then restarts

XXXXX XXXXXnell :

can you restart your computer and tap the f8 key again, this time, let's try to "repair" your laptop

Customer:

already there

XXXXX XXXXXnell :

it was not able to repair your laptop ?

Customer:

i don't know

Customer:

it's offering me system recovery options

Customer:

first the keyboard input method

Customer:

US

Customer:

Now this is where things start looking fishy

Customer:

"To access the command prompt as well, log on using an administrator account"

Customer:

The default user name is

Customer:

HomeGroupUser$

Customer:

then it looks for a password

Customer:

I can switch the username back to "Jordan"

XXXXX XXXXXnell :

can you just press enter (blank password)

Customer:

I can't

Customer:

the user name or the password XXXXX XXXXX

XXXXX XXXXXnell :

do you have important files on your harrdisk ?

Customer:

Nope

Customer:

We can wipe the whole thing if that will fix it

Customer:

i'd rather not

XXXXX XXXXXnell :

yes, it will fix

Customer:

Okay then lets do it

XXXXX XXXXXnell :

what is the make and model of your computer?

XXXXX XXXXXnell :

(for ex: toshiba satellite a120)

Customer:

HP

Customer:

I don't know the model exactly

XXXXX XXXXXnell :

what is the default operating system ?

XXXXX XXXXXnell :

(Factory)

Customer:

windows 7

XXXXX XXXXXnell :

can you start your laptop and tap the f11 key

XXXXX XXXXXnell :

F11

XXXXX XXXXXnell :

it should start the recovery program

Customer:

it doesn't

Customer:

it wont let me

Customer:

It goes to the launch startup repair

XXXXX XXXXXnell :

you need to press the f11 key right after you power-on the laptop (can you try again)

Customer:

It's not working

Customer:

it lets me press f10

XXXXX XXXXXnell :

can you try f10

Customer:

f8

Customer:

sure

XXXXX XXXXXnell :

waiting

Customer:

blue screen

Customer:

there we go

Customer:

tried it again

Customer:

we have f10

XXXXX XXXXXnell :

can you try f11 one more time

Customer:

sure

XXXXX XXXXXnell :

waiting

Customer:

No go

Customer:

It says f11...System recovery

XXXXX XXXXXnell :

yes

Customer:

in the lower left corner of the screen

XXXXX XXXXXnell :

system recovery starts ?

XXXXX XXXXXnell :

(when you press f11)

Customer:

and then it goes to the windows Error Recovery

Customer:

giving me two options

Customer:

launch startup repair

XXXXX XXXXXnell :

what are the options

Customer:

or start windows normally

XXXXX XXXXXnell :

can you select startup repair

XXXXX XXXXXnell :

what happens ?

Customer:

My laptop shuts down

XXXXX XXXXXnell :

do you have the cd of your hp laptop? (a reinstallation cd, or factory cd, or operating system cd etc)

Customer:

never mind

Customer:

yes i do

XXXXX XXXXXnell :

we can start the installation directly from the cd

XXXXX XXXXXnell :

can you insert the cd now

Customer:

sure

XXXXX XXXXXnell :

waiting

Customer:

nothing happens

Customer:

it goes right to startup repair

XXXXX XXXXXnell :

when you press f10, it should ask you to select a boot device

XXXXX XXXXXnell :

can you restart your computer and then press f10

XXXXX XXXXXnell :

do you see the boot options ?

Customer:

sure

XXXXX XXXXXnell :

waiting

Customer:

yes

XXXXX XXXXXnell :

do you see your CDROM as option?

Customer:

yes

XXXXX XXXXXnell :

can you select it and then press enter

XXXXX XXXXXnell :

your laptop will start reading your cd

XXXXX XXXXXnell :

and then it should start the installation procedure

Customer:

No go

XXXXX XXXXXnell :

what happens ?

XXXXX XXXXXnell :

error ?


 

Customer:

no just allows me to enable or disable cdrom boot

XXXXX XXXXXnell :

can you enable it

Customer:

It is enabled

XXXXX XXXXXnell :

now which options do you see?

XXXXX XXXXXnell :

there is an OK button?

Customer:

no nothing like that

XXXXX XXXXXnell :

when you press enter what happens ?

Customer:

nothing

Customer:

it just keeps me at the screen

Customer:

and i get locked in to system configuration

Customer:

I can chance the boot order?

Customer:

change**

XXXXX XXXXXnell :

yes, in fact we don't need to do it,

XXXXX XXXXXnell :

can you restart your computer

Customer:

okay

XXXXX XXXXXnell :

when restarting, your laptop will start reading the cd

Customer:

it doesnt

XXXXX XXXXXnell :

let's try this:

XXXXX XXXXXnell :

can you start your computer again

XXXXX XXXXXnell :

go to system configuration

XXXXX XXXXXnell :

do you see the STARTUP tab?

Customer:

which one was system configuration?

Customer:

f8?

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

f8 > safe mode

Customer:

there is no startup tab

Customer:

start windows normally

Customer:

repair computer

Customer:

safemodes

Customer:

debugging

XXXXX XXXXXnell :

can you select safe mode

Customer:

regular safe mode?

XXXXX XXXXXnell :

yes

Customer:

It crashes

Customer:

flickers to the blue screen

XXXXX XXXXXnell :

can you go to bios

Customer:

and then restarts

XXXXX XXXXXnell :

we need to change the boot order

Customer:

okay

XXXXX XXXXXnell :

waiting

XXXXX XXXXXnell :

in bios, can you set the CDROM as your primary boot device

Customer:

yes

Customer:

just did

Customer:

save and exit?\

XXXXX XXXXXnell :

now can you save settings, exit bios, and then restart

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

your laptop should read the cd now

Customer:

it's working

XXXXX XXXXXnell :

it started the installation ? (recovery process)

Customer:

Well it's given me the option

Customer:

HP recovery manager

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

let's continue

Customer:

Microsoft system restore(restore your system to an earlier date)

XXXXX XXXXXnell :

can you follow on-screen instructions carefully

XXXXX XXXXXnell :

no, we don't want microsoft system restore

Customer:

recovery

Customer:

system recovery?

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

system recovery

Customer:

restore to factory condition

XXXXX XXXXXnell :

yes, restore to factory

XXXXX XXXXXnell :

by the way, everything on your harddisk will be deleted

Customer:

okay

Customer:

thats totally okay

XXXXX XXXXXnell :

ok, let's continue

Customer:

I can just re install starcraft

XXXXX XXXXXnell :

yes

XXXXX XXXXXnell :

since your harddisk will be formatted now (Format=deleting everything), any viruses,spyware etc will be gone too

Customer:

perfect

XXXXX XXXXXnell :

factory default applications will be installed automatically (including drivers)

Customer:

goodnews

Customer:

so all i have to do now is just wait and put in the next cd

XXXXX XXXXXnell :

yes (when it asks you to put the next cd, you can put it and continue)

Customer:

beautiful

Customer:

thanks

XXXXX XXXXXnell :

first cd generally loads operating system itself, other cd loads apps+drivers etc.

XXXXX XXXXXnell :

you are welcome

Customer:

So i figure this happened because i don't have any Antivirus software

Customer:

and i didn't really want to use Norton are Mcafee

XXXXX XXXXXnell :

yes, after installation, you can install a good anti virus program like norton, avg or mcafee

Customer:

because i've had problems with those in the past

XXXXX XXXXXnell :

you can try microsoft essentials (free)

Customer:

norton or*

Customer:

is that just a free download?

XXXXX XXXXXnell :

http://windows.microsoft.com/en-us/windows/security-essentials-download

XXXXX XXXXXnell :

yes

Customer:

which bit do i select?

Customer:

32 or 64?

XXXXX XXXXXnell :

is your laptop 64 bit? (probably)

Customer:

i imagine so

XXXXX XXXXXnell :

you can select 64 bit and run. if it gives error like "your computer is not 64 bit " you can try the 32 bit one

Customer:

i gotcha

XXXXX XXXXXnell :

if you have 32 bit and try to run 64 bit, it will give you error before the installation

Customer:

I guess ill thats all

XXXXX XXXXXnell :

yes

Jerry Hannell, Computer Support Specialist
Category: Computer
Satisfied Customers: 8189
Experience: Experience in Windows environment. ASP, Visual Basic, Ajax
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Jerry Hannell
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