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Maurice Naggar

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Maurice Naggar last won the day on August 2

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  • Location
    USA
  • Interests
    Security, Windows, Windows Update, malware prevention

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  1. The Media Creation Tool is exteremely handy for Windows pc's. It can be used to get to the Windows Recovery Environment where fixes can be done natively, Given that you have cleared his account password .....I do not know then why there is that oddish login prompt. In any event, putting that aside.... The issue of his pc having a ancient version of Malwarebytes for Windows. The MBST Malwarebytes Support tool (that you used to run the report) can be used to do a "Clean uninstall > re-install" for Malwarebytes. See this guide https://support.malwarebytes.com/hc/en-us/articles/360039023473-Uninstall-and-reinstall-Malwarebytes-using-the-Malwarebytes-Support-Tool You can skip a new download if you have it saved on his machine ( from before ) Have lots of patience after the 1st reboot and wait for the prompt to show on-screen to install the Malwarebytes program. After a successful new install, do a Scan with Malwarebytes for Windows. and, insure it is Version 4.4.4
  2. p.s. Way later on, we need to get their old Malwarebytes upgraded to the newest Version 4.4.4 The one they have is way obsolete !!
  3. THIS machine's O S is 64-bit Windows 10 Home Version 21H1 I am glad that you did manage to run the MB Support tool ( frankly though) surprised that you could run it & mystified how you "logged on". Tell me, are you able in any way, to get this Windows restarted in a Elevated Command prompt window ? Let me know. And if you cannot do so, kindly see about using a different pc that works, where you can download, and have you a USB-flash drive to spare ? I would like to see if you can make a "Media Creation Tool" USB See this guide at Tenforums ? Use OPTION ONE / we want to Create installation media for USB https://www.tenforums.com/tutorials/2376-create-bootable-usb-flash-drive-install-windows-10-a.html Let me know after you have built the MCT tool on the USB and then stop and let me know. . we will not use it to "install". But we will use it to boot into Recovery prompt ( caommand). and I will guide you to activating the built in "Administrator" account + plus tips to you on setting that password for that account. Later on, when your set, you can log in with that Administrator account to go into your buddy's account and see about removing any Hints or any such junk. The aim is just to eventually reset the password on your friend's account. By the way, I encourage you to gently but firmly warm him anew about strangers offering help over the telephone. ok? first step, go about making the MCT. Then let me know when done.
  4. How then did you manage to run the MB support tool ? by the way, just how recently did "this situation" first appear ? by that I mean, how many days ago?
  5. Got the report file. Thank you. will be reviewing its contents. Are you saying that his login ( for Windows) is not working ?? I am a bit lost. Does this screen crop up right away when you start Windows ???
  6. Please run the report tool as listed in my preceding reply. I do need that report set. Let me know, what / where / how exactly that "is asking for a password hint". By the way, do not post any password or personal bits here. PS. No need to click the "Quote" button when starting a reply. You & I are the only ones on this Thread. PSS if you contact the ZEN ISP support they can let you know how to Rest the router modem.
  7. As far as the Malwarebytes program. It shows all real-time protections are on. It is just the middle pane on the main screen ....the Scanner pane ....that is "greyed". I kind of wonder if you perhaps or maybe someone else at your household made some sort of "change" for user access ? Can you go on Malwarebytes. Click the Settings ( gear icon) and then take a look on the GENERAL tab. and take a screen grab Then, click the Security tab & take a screen grab of that. Thanks.
  8. Hi. Thanks. I got the screen grab image. Does this mean that there was indeed a update run & it went all the way thru & succeeded? I believe you can go to Windows >> Settings >>>and then click on the About tab & then see a readout about the Windows version. Could you give that a go? I am just wanting this pc to have a good & current version of Windows operating system ( before we re-address any outstanding issue). See guide https://support.microsoft.com/en-us/windows/see-which-version-of-windows-10-you-have-12d35019-4da9-0cb1-ba47-f8b031b712ad
  9. I will guide & help to see about this "hint" issue. I will see & guide about getthing this pc to have the latest version of Malwarebytes for Windows. I need a report set for review. This is a report only. Please download MBST Support Tool Once you start it click Advanced > Gather Logs Upload an archive once it is done. Attach the mbst-grab-results.zip from the Desktop. Please attach mbst-grab-results.zip to your reply , like displayed here. To send ( upload) attachments please click the link as shown below. Then browse to where your file is located and select it and click the Open button.
  10. Hello Matthew. Kindly tell me a few details. What version of Windows is this ? What sort of internet connection hardware is there between this computer and the incoming internet service ? ie, do they have a hardware router ? Please by the way, know, that Malwarebytes version 2.2.1.1043 is very very old and out of date. and matter of fact, is out of support. ( but do know if they have a Lifetime license it is good forever for one machine). Is the issue the actual "login" for logging into Windows ? OR is it just simply "the hint" ? Kindly advise.
  11. Sorry to see that. I notice it said it ran into a problem in the very initial part. Close that if it is still on-screen. Lets discard that idea. Instead you should do a Windows Update "Check for Updates". Go to Windows Settings >>> then select Update & Security >>> then in Windows Update Click on "Check for updates". Have patience. Be sure you accept the offered Feauture update. Follow directions from Microsoft.
  12. That run found & removed one trojan file that was in a temporary cache folder for Internet Explorer. Very surprisingly, the I E user appdata is stored on the E: drive. Tell me please, you had at some point in the past, moved some user folders of the Windows system to the E drive ? . Next, I suggest you do one additional scan. Please read all this before-hand. I suggest you do a free scan with the Kaspersky Virus Removal Tool. Please download and run the following Kaspersky antivirus scanner to remove any found threats Kaspersky Virus Removal Tool There is a how-to run guide on that page & a download link. Be sure you save the file to your system before running it. Close all work applications & all web browsers before pressing "Start Scan" in Kaspersky KVRT. When presented with "Settings" option screen as to what to scan, just TICK these Then click the OK button. Let me know if it finds anything or not You want to start the Scan & then let it do its thing.
  13. Sorry to hear about "ghostly" display. Continued patience is needed. This eventually will be over-come. I would like to have you do one small adjustment on a setting for Malwarebytes. In Malwarebytes >>> Settings >>> click GENERAL tab. Now look at section "Manual scan performance impact ". then pick for scans to have "lower priority". Aplly the change. Close Malwarebytes . Since there is a sticky / picky situation & seeing that the Windows operating system is from the fall of 2019 , which is more than 18 months back, my view is that it would be beneficial for the operating system to be at the latest Microsoft release. First, exit out of any open documents that you may have on-going. Save that work. Close those apps. These next steps can be referred to as a repair-install in place. If this machine is a laptop or notebook, be sure it is connected to power thru a regular power cord to regular electric power. ( that is to say, not be on battery power). 1. Back up your personal data and files to an external hard drive, USB thumb drive. 2. Ensure you are signed in or have administrator rights to do a repair install 3. Unplug all external peripherals except for the Mouse, Keyboard, and LAN cable before starting Download the media creation tool MCT (Click Download tool now) and save it to your computer. https://www.microsoft.com/en-us/software-download/windows10 After it is completely saved. Start the tool and select "Upgrade this PC now." Make sure to select " Keep personal files and apps. " It will take some time to run & complete. Your computer will restart a few times, Make sure you don’t turn off your PC If you see a dark screen at times, do not fret. Just simply move the mouse pointer around the screen or press the space bar to trigger a screen display refresh.
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