Hello and welcome to JustAnswer, I look forward to assisting you today. Right now, the most important thing is not to make contact with anyone.
Do you have any antivirus software running, and what is the make and model of your computer?
Okay thank you. Let's see if you can start in safe mode. Restart the computer and as soon as screen powers on, press F8 continuously until you get to the Advanced Boot Options menu. Let me know if you get there.
Go to advanced options.
Do you see safe mode with networking?
Look under troubleshoot and let me know what you see please.
System restore is what we want to try first. Choose that and let me know if there are any options.
It won't let you go any farther than that?
So you don't remember your password, is that what you are trying to say?
Actually, you are the administrator of the computer, but I am betting you never set a password?
Well you can start over to come back to the repair option then do an image recovery, but that will take the computer back to when it was new and you will loose any saved files you have. Don't restart it or the virus will take over again.
What I mean is, stay out of Windows for now.
Okay then follow the instructions above and lets try to get you into safe mode.
You should see advanced boot options if you find the right menu.
My apologies, but I am unable to contact you by phone at this time.
Safe mode is what we want. Is there a safe mode with networking?
I wouldn't be able to remote into your computer if it is unable to start normally due to the virus.
What are you chatting with me from?
Are you using another computer?
I thought you were on Windows 7?
Well that will make a big difference when trying to get to safe mode!
Try this but it may not work. Try the above instructions to boot into safe mode, but this time hold down the shift key while you are tapping the F8 key.
Restart the computer and as soon as screen powers on, press and hold the shift key and press F8 continuously until you get to the Advanced Boot Options menu, or something similar.
Also if this doesn't work, can you get access to another computer?
Well I was afraid that wouldn't work. What you are going to need to do, if you want to save your documents, is download a bootable antivirus program. That will require another computer. Go ahead, no ctrl.
Not surprising. Will you be able to access another computer at some time?
I doubt that will do anything. Whatever you do, don't try to start the computer normally. It's no telling what the virus can due to your files.
If you can access another computer, can you contact me then? If so, I can give you the link to download the software you will need.
When you have access to the other computer, you will download the software and burn it to a CD. You will then boot the infected computer from the CD so that it can scan and remove the virus.
It can be installed on a USB drive as well.
I will be going off line shortly. Can you contact me when you are able to proceed?
I will be going off line for the day, but if you should have further questions, please post them here and I will respond as soon as I return.
I am available if you still need my assistance. Please let me know.