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Hello! Lets dig through some options and troubleshooting so we can narrow down the problem.
First, can you describe to me what happens when you try to open the documents? Are you double clicking them to open them, or are you getting into Word or another program and trying to open it from there? Are you opening it from your email? Any error messages, or is it freezing, or nothing happening?
Explain in as much detail as you can. Also you said you tried to download an antivirus but it wont allow you, describe that as well.
Ok, try this first. Goto http://www.malwarebytes.org, click the download button and save it to your desktop.
Reboot and enter safe mode by pressing F8 before the Loading Windows screen comes up, choose Safe Mode with Networking Support. You can try to download any program you need once in safe mode, since your network support will be loaded with windows.
Once your in, run it and see if it finds anything. If it doesnt let you install it in safe mode (which it may not), then you'll have to see if you can install it in windows.
It sounds like you might be infected with something, but we will figure this out!
Let me know how it goes, and let me know if you experience any odd problems in Safe Mode.
Ok good! Let me know if you have any problems during the process. Try to download, install, update, and do a full system scan with Malwarebytes Anti-Malware, then reply back here with your results.
Also when your finished, it should open a log file in Notepad, please copy and paste that here as well.
you have something coming up thats asking you to pay? Is it a popup window, or is there a yellow baloon that comes up on the bottom right of your screen?
If there is, it should be mentioning a specific program, what is the program name its talking about?
That means your subscription time is out on McAfee. If you have already paid for it, then there's a problem with your subscription, for that you would have to contact McAfee, but before we do that, lets try to get your computer working correctly first.
When you try to download Malwarebytes Anti-Malware, your saying its freezing. Is the whole computer freezing or is it just the download window or your internet browser?
do you have another computer with an internet connection and a flash drive? I'm assuming you have at least another computer, thats where your talking to me.
If you do, download that program on the other computer, and rename the file (dont change the extension) so that if a virus is recognizing that filename, it will not be able to recognize it now.
Then transfer that file over to the other computer and run it. Ive had a few instances of this where i couldn't even run the exe file after it was installed, and to get around that, i went and renamed the mbam.exe filename to something else like check.exe and it worked, and removed the infections.
Give that a shot, let me know how it goes, if you have the necessary tools to do this.
ok, what i need you to do is open your task manager, easiest way is to right click an empty spot on your start bar, and select Task Manager from the pop up menu. Then go to your Processes tab and click the User Name column title to sort by user name. Once thats done, reply to me and list each of the file names in the Image Name column, the only ones i need will show your login name as the user name. If your in safe mode, the name will probably say administrator.
It seems like theres a program running that you cant see thats causing all this, so hopefully if there is, this will help us figure out which one, and you can close it so you can run your anti-virus programs and get rid of it!
ctfmon.exe, taskmgr.exe, mcagent.exe, explorer.exe, iexplore.exe