Hi I would like the chance to help you here ok. First I will need a little more info on the system. I see it is a Dell so that helps. And I also see from your explanation that your system is infected. There are a few things we need to do together to kill this bug and get things back to normal ok. So I can just keep posting steps to you back and forth or we can meet here at a specific time so we can work together the choice is yours. So I would first like to explain that using 2 antivirus programs at the same time can cause your system trouble. When you have more than one they see each other as a virus and fight. So you listed AVG and Microsoft Security. These are both anti virus programs I would like you to just choose one, and remove the other ok. I use Avg myself. (the free version) :) So now you said that you have malwarebytes installed but it will not run *correct? I would like you to run it in safemode. To do this turn the computer completely off then push the power on and immediately start tapping, tapping, tapping, the F8 key on the keyboard until you get a black screen with choices written in white and choose safe mode. Now let the system come all the way up to the Vista desktop and then right click the malwarebytes icon and choose "run as administrator" and run the full scan. If the avg is also installed please run it from this screen as well. It will look different then the normal screen but works the same in safe mode. Now when this is done (both) restart the computer and let me know when you have finished. Or let me know right away if the system will not allow you to run these two programs at all from safe mode ok? As soon as you do this let me know with a reply so I can walk you through the next step "error check". This will fix the disk that the bug has messed up and then we will also turn all the services the bug has disabled so your system runs well ok. I know this sounds like allot but it is all very easy. If you need better instructions above to get you started just reply and I will jump back and give you more detailed instructions my friend if not let me know when you have run the scans and restarted so I can help you with the rest :) If you want also let me know what time and day you want to continue together and I would be happy to meet you here then. Thank You and God Bless! Denise
Hi are you there??
If so please uninstall the Microsoft Essentials. and then do the steps above and run the malwarebytes from safe mode ok. Then when the scan is done and you restart the computer normally just install the Avg again and run it . I am here online now if you need me just send a reply ok. Thanks Denise
Ok while in safe mode did you just click it and run it? If so try to (in safe mode) right click the icon and choose run as administrator and see if it allow you to run it. I am here thanks for the info Alan sorry I have to ask so many questions.
Some antivirus programs on the system can block you from running things, That is why I ask and also a bug will definitely try to block you. I do want to now a little more about what you said above where you mentioned a box that pops up saying system has been restored and it won't stay closed when you check it, did you run a system restore? And is this the only weird symptom that you are seeing?
Hi Alan, sounds like the first time we installed malwarebytes it was done with a virus that the root kit may have gotten rid of now. So let me get you to uninstall and reinstall malwarebytes one more time from safemode with networking and also a program called ccleaner. Now both are free and you should have no trouble with the ccleaner I will explain how to run it once you have it on the system ok. But go ahead and install both the programs here are the two links: http://download.cnet.com/CCleaner/3000-18512_4-10315544.html?tag=contentMain;contentBody;1d this one:
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and of course this one http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?tag=mncol;1 this one:
Now alan let me know when you have had a chance to do this and I will send you steps to run the CCleaner first ok. Thanks and God Bless Denise :)
Hi Alan, sorry for the delay my computer crashed and I had to rebuild and update everything. So now that you have both programs on this is how I would like you to run them. Start the computer in safemode I would like you to click open the ccleaner first>>a box will pop up that says keep smart cookies please say no>> Then when the larger scanner box opens hit analyze when this is done hit run cleaner>> a box pops up that says something like are you sure you want to delete say yes>>then click the tab that says applications and do the same>>when this is done look on the left for registry and choose it and hit scan for issues>> when it is done hit fix selected issues> a box pops up that says do you want to back up the registry say no (you don't want a copy of the junk it finds because empty registry keys it finds can hold viruses)
then you choose fix selected issues and then fix all issues and close all. Now once that is done look for your malwarebytes icon on the desktop and put your mouse on it and right click one time and choose run as administrator and set it to run full scan and when it is done it will show you a box that says view results and please make sure all the little boxes in there are checked and choose remove and restart the computer the normal way. When all is done please let me know how you did ok. Thank You Denise and God Bless ;)