Welcome to Justanswer. Seems like your system has been infected by malware. When did this problem start?
Ok. Before we proceed i would like to know your level of comfort with computers.
What would you prefer.
1. I give you the steps and you remove the malware.
2. Or i remote in to your system and fix this for you.
Not all antivirus can detect all types of malware. What antivirus do you use?
Ok. Can you visit the link below:
You will get the option to download a file named mbam-setup-184.108.40.2064.exe
Let me know when the download is done.
Ok. RUn the file to install the software. The file name should be mbam-setup-220.127.116.114.exe and the software's name is ***** *****
After the installation is complete launch the software
Can you launch the software and let me know if you see the main screen of malwarebytes
That's weird. Are you on the same pc or using a different computer. DO you have a spare computer you can use.
Can you try again:
The malware has definitely limited your ability to install new software.
Let's try a different route. Can you right click on task bar and bring up task manager.
Or alternatively press CTRL + ALT + DEL (three keys together) and launch task manger.
Cool. Now go to process tab and see if you can locate the process StartMenuIndexer
End the process.
Hmm. that's weird.
You must kill the processes which the virus is presently running. To kill the processes:1. Download to your desktop and run Rogue Kill from link below:http://download.bleepingcomputer.com/grinler/rkill.com2. You should now see a window that shows all of your desktop icons, including the rkill.com program.3. Double-click on the rkill.com in order to automatically attempt to stop any processes associated with the Rogue programs. Please be patient while the program looks for various malware programs and ends them. When it has finished, the black window will automatically close and you can continue with the next step.
If you get a message that rkill is an infection, do not be concerned. This message is just a fake warning given when it terminates programs that may potentially remove it. If you run into these infections warnings that close Rkill, a trick is to leave the warning on the screen and then run Rkill again. By not closing the warning, this typically will allow you to bypass the malware trying to protect itself so that rkill can terminate the processes . So, please try running Rkill until malware is no longer running.
Keep me posted on the updates.
What's the full name of the process
I want you to try and run rkill first now. FOllow the steps i gave you few seconds earlier.
Ignore it and try to run rkill. If you are unable to run rkill.com end the ServiceStartMenuIndexer.exe process from task manager and try running rkill
Try malwarebytes now
Can you kill ServiceStartMenuIndexer.exe process and try running it
Yes. Right click on it and select end process
ok. Try running malwarebytes. If it still doesn't launch go to Go to C drive:\Program Files\Malwarebytes' Anti-Malware\
Rename malwarebytes to something else. for e.g chameleon.exe and then try launching it by double clicking on chameleon.
Same error message when you double click malwarebytes (now chameleon.exe) ?
Nope. I have fixed even more stubborn viruses.
First bookmark this page (CTRL +D) so that you don't loose me. Then follow the steps below
Reply back to me when you are in safe mode with networking.
Cool. Ping me back when you are back online in safe mode.
Sure. Can you give me a time when you will be back online. I will remote into your system and fix it.
Please let me know the time zone you are in and when you will be back online.