Solved Malware Chrome & IE. Plus System won't turn off

[ArizEagle]

Thank you in advance...

My Dell Desktop has a few issues that need to be taken care of.
1) "Spinning Wheel" in Chrome... Eventually gets to my Firefox..
2) Will not "shut down." When turning off my computer, the page showing "shutting down," just stays...
I have to manually shut the computer off...
3) In IE, my "favorites" will not link.
4) At times I can't open any new windows.
SOMETIMES It's OK after restart, or shutting down and waiting and powering back up.
Sometimes it takes time in-between restarting...

OTL and aswMBR are attached..

When we're all done this time, I could use some suggestions as to what anti-virus to load on this and my laptop.
What can I do daily or weekly to clean and make sure computer is OK.
Any general, or specific suggestions...

Thank you...

 

[ArizEagle]

Question regarding:

Dell DataSafe Restore and Emergency Backup:

I never did a backup to the Dell Datasafe, however, on my System Recovery Options page, I can select "Dell DataSafe Restore and Emergency Backup" to "restore my computer, including the factory state."

Here's what the next page says:
WELCOME!
Click 'Next' to restore your computer to the most recent Full System Backup. Files added or changed since that backup will be preserved and then copied back to your computer after the restoration is complete."

I then have 2 options:

1) Restore computer and preserve my new or changed files (recommended).

2) Select other System Backup and more options.

+++++++++
By clicking the "restore" option, here's the next page.

Restore my Computer
"Your computer is about to be restored. All data currently on your computer will be deleted and reploaced with your selected Full System Backup. Only the c: partition will be affected, other partitions will not be impacted. Ifr an Emergency File & Folder backup was created, it will still be saved in the location you selected."

Options:

Yes, continue

No

I have never used this (I should have) to backup my system.
I assume (I don't like to assume) that by doing this, my system will revert to the factory settings.

I'm holding off doing this as I have stuff, files, etc., I hope I don't lose..

In your opinion, should I roll the dice, or do you have some other things I can try first?

Thanks!

 

[Fiery]

Hi,

Yes if you click yes, your PC will be restored to factory settings and all your files will be gone. However, if you didn't backup your data, we can still get them back before you do the restore.

I'm not too sure why you are getting blue screens as we didn't delete anything important. Most likely some malware was downloaded.

I recommend you create a Kaspersky rescue disk: http://malwaretips.com/Announcement-Computer-won-t-boot-up-Hard-to-remove-malware-Learn-how-to-create-and-use-a-Kaspersky-Rescue-Disk

Then plug in your USB/ hard-drive to backup your personal files as this is the quickest way to getting your PC back and running.

 

[ArizEagle]

Hi again...

1) I was able to download the Kaspersky Rescue Disk 10 onto a CD...
That's the good news...
I'm not able to open the CD drive on my infected computer because it does not have a manual button on it, and I can't get to it with a command.

2) I tried to download it to a USB drive, but I can't find the download using the Browse button On the Kaspersky USB Rescue Disk Maker... I keep getting the error "Please specify an ISO File.

A possible solution????
Is there a way I can get my CD drive open using Command Prompt on the infected computer???

Additional Note:
I'm able to access Command Prompt from the System Recovery Options page and when typing:
C:\>eject D:
I get a message that "eject is not recognized as an internal or external command, operable program or batch file."

I found this from another web site showing four ways to insert/eject CD-ROM tray in Windows.

Also, when I just type D:, I get a message "The device is not ready."
Thanks...

 

[Fiery]

Hmm ok..

Can you do another scan with Farbar's recovery tool like before and post the log? I just want to see the state your computer is in

 

[ArizEagle]

I downloaded it on a USB drive and tried to load it and since Windows will not start up, I could not get the Farber recovery tool to work.
I restarted it and hit F12 and the computer recognized I had a USB device, but when I selected it, I just got a DOS message saying "Missing Operating System."
If only I could find a way to either get the Kaspersky Rescue Disk 10 downloaded on the USB drive (I'm able to get the Farber loaded), or figure out how to get my CD-R drive to open so I can get Kaspersky loaded.

Any ideas at all as to how I can get the CD-R to open???

I did send Kaspersky an email requesting options regarding the download...

Help!! I can't afford to lose my files...

 

[Fiery]

Just want to clarify, you can't access the Windows Recovery Environment like you did for post #4? "Missing Operating System" may signified that you have a bad sector on your hard-drive and a complete reinstallation would be required.

Your files can be retrieve. You will have to take out your hard-drive and plug it into another working PC with a functioning CD-drive so you can boot up a Linux software called Puppy Live CD to access your files. That process you may wish to take it to a PC shop if you are uncomfortable with doing that yourself. It is also difficult for me to guide you through processes involving hardware as each PC is different and the wiring can be complex.

Not sure why your CD-rom isn't ejecting. That Eject command doesn't work in system recovery environment. How do you normally open the CD-drive?

 

[ArizEagle]

Hi Fiery...

Here's a summary of what's happening.
1) Upon start-up Windows fails to load.
The Windows Error Recovery page comes up and the system then goes to "Startup Repair."
Startup Repair does its thing and then has a smaller box that says, "Setup Repair cannot repair this computer automatically." I then have 2 options in that box.
a) Send information about this problem (recommended)
b) Don't send

I sent the information, however, I have no idea what or how Microsoft can get back to me.

There is also a tab called "View Problem Details."
It than shows 7 Problem Signatures which I posted earlier.

In the larger Startup Repair box I have 2 tabs.
a) View diagnostic and repair details.
It lists all the tests including:
system disk test, disk failure diagnosis, Disk metadata test, Target OS test, Volume content check, Boot manager diagnosis, System boot log diagnosis, Event log diagnosis, Internal state check.......
Then it says...

Startup Repair has tried several times but still can't determine the cause of the problem."
b) View advanced options for system recovery and support

Here we step into the System Recovery Options, the LAST one is the Dell DataSafe Restore and emergency backup... (Where I will lose everything, but have my system restored to it's original setup.
If I would have backed up my system on this I wouldn't be in this predicament...
Please tell everyone to utilize backups on their computers!!!!

Startup Repair, System Restore (which fails), System Image Recovery, Windows Memory Diagnostics, and Command Prompt are my other options...
I was hoping that I could access the CD-R (DVD) drive with Command Prompt, but haven't figured that out.

I did load the USB device with Farbar Recovery Tool from another computer (laptop) but when I try to load it with the flash drive using the F12 function, I get DOS telling me, "Missing operating system."
So I can't load Farbar... via the USB

Lastly (for now) I was able to load the Kaspersky Rescue Disk 10 to a CD on the laptop (What I'm using to chat with you), but not able to open the CD - DVR on the sick computer as it has no hardware button to open the drive.
Also, I am having issues with loading the Kaspersky Rescue Disk 10 on to a USB device. I'm hoping we can solve that issue and Kaspersky can fix this...

I also have the F2, F8 and F12 options upon trying to restart.

My LAST resort is to go to Best Buy, or another one of these places and have them back up (fix) the drive on my Dell.
Like I said, my LAST resort...

 

[Fiery]

Another user (Jim Lin) suggested this: Try opening your CD drive with a paperclip:

http://www.youtube.com/watch?v=2ScSLW2QxD4

You could try that and see if you are able to load the Kaspersky disk.

 

[ArizEagle]

You Tube Video - Follow-Up

What's interesting is that I found that video 2 days ago while searching ways to open my CD/DVD drive. I didn't try it then, (Did not want to bust it) but I did now.
I hit F12 and selected it as my boot device, but it still won't work. It didn't look like the CD/DVR drive powered up...
So much for that idea... We tried...

I went to Best Buy and they wanted to charge me $99 to save my files...
The device for me to hook it up to my laptop is somewhere in the $35 - $40 range, but they didn't have the one I needed for my hard drive...

Just now I checked the details of the startup repair "Details."
It listed 6 files that help describe the problem.

I'm going to try to use the Command prompt feature and try to look at those files...
I also need to find the device to hook up to this laptop and with USB hook up my hard drive problem child...

By the way, on my previous post where I listed several tests that were run, they all passed, but showed system startup failed

 

[Fiery]

As this is becoming an hard-ware issue more than malware, I will move this thread to the Troubleshooting and hardware forum where other members can assist you.

I'm not too familiar with removing hard-drive from laptops so I'm probably not the greatest person to ask. I apologize and let see if other members has any other solutions.

 

[ArizEagle]

Thanks for your assistance to this point.
Back around last October or so you mentioned there were ways to better protect my system from malicious malware. Once I get my Dell desktop going, I'll come back here and I'd like you to go over with me what I need to do, what anti-virus, etc., and routine maintenance to run.
One thing at a time... I'll be shopping for the device Monday or Tuesday as time allows. As my e-mail address may infer, I do home & commercial, including CCTV security and still (65 next Sat) need to work hard. I'll be on here Monday night unless I hear something from the hardware specialists first thing in the morning..

Remember to remind folks to backup their computers regularly.... I never realized what it could cost in time and info not to....

"Talk" to you later...

 

[Fiery]

Ok, I will await for your return and gladly help you set up your PC's protection