GAK

Hello Maurice Thank you for your message. My son Aaron picked up my laptop on Thursday and will be working on it over the weekend, so I am hoping he may have resolved things by Monday. I have given him access to the forum and he has read your comments and suggestions. kind regards Gabrielle

Hello Maurice, Apologies for that message it was an old one from a few days ago that didn’t send!!! I am afraid I could not get into settings and Windows defender at all! I will signpost my Son to your forum and suggestions. Kind regards Gabrielle

Thank you I am trying to open my settings now! I will work through the steps and key you know how I get on! Thanks Gabrielle

Hello Maurice, I tried all day today to start the scan but I couldn’t get into settings at all! I am going to arrange for my son Aaron to pick up the laptop and have a look at it he’s much better at these things than me! I have however been very patient and waited until all the screens have finished loading often over 30mins per page! If he has any luck with it I will share your guidance with him. I will be in touch again soon. Thank you again for your help to date it is just a little frustrating that I couldn’t get any pages loaded! Regards Gabrielle

Thank you I am trying to open my settings now! I will work through the steps and key you know how I get on! Thanks Gabrielle

Ok thank you for your advise .... to answer a few questions this seems to be the problem not being able to use any browser on my windows laptop. I totally understand that I would need to download things on it and run the programs from there. thank you for the information re Refreshing Windows 10. It sounds quite complicated for me to know what to keep and what to ditch I need my excel files..... sadly we do not have another Windows computer or laptop! when I put the run command in the box below comes up! It is very small with no instructions ....

Maurice Sorry what I was trying to explain was I can’t get onto this forum on my laptop as I can’t open my emails and I thought you were asking me to use my laptop to open the links you are posting on my laptop? The problem isn’t hotmail as I can use it on my iPad and iPhone just not my laptop since I seem to have thus virus.... The screen grab is what can’t up when I tried to open edge and chrome. Thanks Gabrielle

Maurice I CANT get onto this forum on my laptop as I can’t open my emails on it so as I have said a couple of times before I am conversing with you on my phone! can you please help me try and get onto my hotmail account on my laptop please I’ve tried doing it via Edge and Chrome but it shows the following error when it tries to open my outlook account on both browsers I hope you understand what I am trying to explain to you? Gabrielle

I am not logged into this forum on my laptop I’m logged in with my phone as I cannot get into my emails on my laptop since last week!

Ok but I cannot get into my emails on my laptop and I haven’t been able to since 14th April so I cannot look at your message and click on the links you have sent me? I have tried via chrome and edge Gabrielle

I have faith and confidence and patience 😊

Thank you Maurice ..... what do you want me to do first my laptop is very slow ..... I cannot click on your links as I am conversing with you on my phone as my laptop isn’t working properly

Thank you I’m attempting to get into Edge now

Hello Maurice I have been wondering when you will be next online? I see you are in USA so a different time zone to me here in the UK! I am really desperate to try and rid my computer if this virus as I’ve had it since 14th April and need to get back on it for work. Nothing so far you have suggested seems to work! I would be really grateful if you could tell me when you will be online so I can be here at the same time! thank you Gabrielle

Hello Maurice I did exactly as you said but this came up! (See attachment) it then took me back to the ‘run’ box (second attachment) but it is typed in exactly as you said! Any suggestions? thanks Gabrielle

Hello Maurice, I am still unable to open my hotmail account to click on the link you sent me! Is there another way I can get into it please? I look forward to hearing from you. best wishes Gabrielle

Hello Maurice I am responding to you from my phone as I can’t get into my emails on my laptop so I can’t just click on the links you sent to me. I have closed down and restarted my laptop again this morning and I will attempt to open my emails again to try and carry out your instructions to download FRST. As soon as I have managed to do that I will send you any results. My screen keeps freezing so it’s already taken me an hour to try and open Google chrome to get into my email account. I will persevere again today and see what happens. I really appreciate you helping me. Fingers crossed I get somewhere with it today! kind regards Gabrielle

Hello Maurice, I am now trying to download Edge but it’s taken an hour so far to get this far .... see photo! Gabrielle

Hello I don’t think you are receiving all my replies ... thank you for all your help I sent you a reply with the (second photo) current page on the screen no edge on there just the D browser but I think that’s a virus ..... Chronium?? That screen has disappeared now is the first photo! Thanks Gabrielle

Hello Maurice, My scan completely disappeared off my screen so I didn’t get as far as the quarantine part! I then managed to open a google page and opened the Microsoft Safety Scanner but I can’t seem to get it to download the safety scanner please see the image below. I was wondering if there is anything else I can do? Regards Gabrielle

Hello Maurice, This is the current list of 8 threats although it has still not completed the threat scan! I think my computer might be XP or Vista! Regards Gabrielle

Hello Maurice, I left my computer on overnight and it looks like it has almost finished the threat scan and so far has identified 8 threats. It keeps stalling and buffering and you can see from the screenshot below it says it has only been scanning for 11.37 minutes although been on overnight! Any suggestions what to do .... should I leave it to continue? thanks Gabrielle

I am going to leave the scan running overnight Maurice. I will be in touch again in the morning. Thank you for your help. Regards Gabrielle

Hello thank you for your message my name is Gabrielle. 25 minutes ago no I tried once again to run the threat scan this is the screen I am not sure how to get out of it because the bar at the top of the screen doesn’t look like it used to prior to the virus! This is a screen shot of what I can see.

Hi I have a Sony laptop which is about 5 years old. Last week I think I picked up a virus and my laptop is now very slow and won’t let me into lots of pages. I managed to download malwarebytes (I think) but I can’t seem to access it to run it! I’ve tried for days to get into it and I am very close to throwing it out of the window! I desperately need help please ..... I’m not very good with technical stuff so any help would be greatly appreciated! Thank you in advance.