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rechelle

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Posts posted by rechelle

    Need Help not sure what's causing this

    in Resolved Malware Removal Logs

    Posted

    Okay. Still not sure if I did this right. BTW, I left that program up because I thought it was still running? IDK. The 1st post w/ the files were from first run. Second post for second time I ran it. It's 4:21 am, I don't remember why I did that. THE GOOD THING: I'm posting and uploading to the forum from my laptop. SO THAT IS A POSITIVE thing.

    I am already very grateful to you, I hope you can find something helpfup in there, but either way, if more is needed from me... keep on instructing!

    Need Help not sure what's causing this

    in Resolved Malware Removal Logs

    Posted

    Okay. I've gotten myself maybe a bit confused. I just ran av scanner for the s cond time.

     

    I didn't click any boxes to quarantine threats and whatever it said. I guess it finished running, tried to restart computer, but I stopped it to save files before it did that. So, now the restart didn't happen.

     

    But even after first scan when it did restart, there were no folders on my desktop.

    What did I do wrong, and now that I'm able to run it, what do I do? Check any boxes? Check to have things quarantined? Maybe those logs are in the program? 

    I don't know .

    Need Help not sure what's causing this

    in Resolved Malware Removal Logs

    Posted

     

     

     

    There are no reply buttons or upload options I can see on the forum using my laptop

    I'm having a hard time just posting here without bringing up all the threads, maybe it's just me : (

     

     

     

     

     

     

    y rechelle
    Yesterday at 01:00 PM in Windows Malware Removal Help & Support

    rechelle, which answer was the most helpful?

    If any of these replies answered your question, please take a moment to click the 'Mark as solution' button on the post with the best t
    12 minutes ago, AdvancedSetup said:

    If you were able to download the program and run it then I assume the computer has Internet access.

    What issues is the computer having reaching the forums?

     

    answer.
    Marking posts as the solution will help other community members find answers to their questions quickly. Thank you for your help!

    Hello,

     I was on my laptop and went to download the browser Firefox the other day from Google. 

    There was no notification to a virus or any other thing, but immediately after, started having problems in my browser.

    I could not click on links, could not clear my cache, buttons don't let me click and go, like the  'skip' button on you tube videos, my antivirus now has same issue, went to a streaming channel and there's like a Chinese letter or symbol placed near my username. 

    I hope what I've said makes sense. I simply do not know if it is a virus or malware, browser hijacker or what.

    I don't know how to maneuver myself around to do ANYTHING and when I do try to click on anything or enter a web address it will go to that page, and then redirect back to Chromes home page. 

    I was able to (I think) uninstall Firefox after a bunch of tries, right clicking on links, opening in new tabs, etc but that doesn't always work. And in Avast, there's nothing I can do, it's just not working any more 

    I downloaded Malwarebytes, it ran for 5 hours and found some stuff, but I was unable to remove those things because again, it wasn't properly functioning and now it's just like everything else.

    Any suggestions?

    Thanks so very much for any help you could provide. It truly would be most appreciated.

    @rechelle

    Let's get the info to get the process started. Be aware it will take many steps and scans to fully remove malware.

    Please respond to all future instructions from your helper in a timely manner.

    Please do the following so that we may take a closer look at your system for any possible infections.

    Do these 2 steps FIRST so that files and folders are set to SHOW, plus also, Turn OFF Windows Fast Start.
    Show-Hidden-Folders-Files-Extensions
    https://forums.malwarebytes.com/topic/299345-show-hidden-folders-files-extensions/

    Disable-Fast-Startup
    https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

    Then please restart the computer and then do the following.

    WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

    NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    • Download the Malwarebytes Support Tool
    • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
    • In the User Account Control pop-up window, click Yes to continue the installation
    • Run the MBST Support Tool. The tool also downloads and runs a file called FRSTEnglish. Please allow it to run.
    • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
    • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine 
    • A zip file named mbst-grab-results.zip will be saved to the Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply
    • Then be patient for the next expert to take your case.

    Thank you

     

    • image.png.79d4442a821713608fa60808a98c2e69.png
    • image.png.98d86a6c3017d2bbba48877ea4f6ba45.png

     

    • Root Admin

    Please post back the requested logs @rechelle

    Thank you

     

    Not completed. My difficulty is I am still unable to click on certain things with no action.

    I can't make changes in define power button, and could not uncheck other boxes in power protection.

    I never gor to restart.

    Thank you for your patience and direction

    @rechelle Forget the extras and just do the support tool step.

    Not completed. My difficulty is I am still unable to click on certain things with no action.

    I can't make changes in define power button, and could not uncheck other boxes in power protection.

    I never gor to restart.

    Thank you for your patience and direction

     

     

     

    Finally able to get it downloaded and when it asks if I allow changes, hurting the yes button goes nowhere

     

    Not completed. My difficulty is I am still unable to click on certain things with no action.

    I can't make changes in define power button, and could not uncheck other boxes in power protection.

    I never gor to restart.

    Thank you for your patience and direction

     

     

     

    Finally able to get it downloaded and when it asks if I allow changes, hurting the yes button goes nowhere

     

      40 minutes ago, rechelle said:

    Not completed. My difficulty is I am still unable to click on certain things with no action.

    I can't make changes in define power button, and could not uncheck other boxes in power protection.

    I never gor to restart.

    Thank you for your patience and direction

     

     

     

    Finally able to get it downloaded and when it asks if I allow changes, hurting the yes button goes nowhere

     

    Expand  

    ***** CORRECTION

     

    the support tool is open

      2 hours ago, Porthos said:

    @rechelle Forget the extras and just do the support tool step.

    Running now. Thank you!!

    • Root Admin

    To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

    NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    • Download the Malwarebytes Support Tool
    • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
    • In the User Account Control pop-up window, click Yes to continue the installation
    • Run the MBST Support Tool
    • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
    • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
    • A zip file named mbst-grab-results.zip will be saved to the Public desktop, please upload that file on your next reply

    Thank you

     

      19 hours ago, AdvancedSetup said:

    Please post back the requested logs @rechelle

    Thank you

    I have zip file on my laptop. I'm communicating to the forum through my cell phone because I can't do everything through the forum. How do I get the zip from my laptop to you. I hope I don't sound crazy, I am just so limited.

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    IPS spam blocked by CleanTalk.

    Need Help not sure what's causing this

    in Resolved Malware Removal Logs

    Posted

    4 minutes ago, rechelle said:

    Not completed. My difficulty is I am still unable to click on certain things with no action.

    I can't make changes in define power button, and could not uncheck other boxes in power protection.

    I never gor to restart.

    Thank you for your patience and direction

     

     

     

    Finally able to get it downloaded and when it asks if I allow changes, hurting the yes button goes nowhere

     

    ***** CORRECTION

     

    the support tool is open

    Need Help not sure what's causing this

    in Resolved Malware Removal Logs

    Posted

    Not completed. My difficulty is I am still unable to click on certain things with no action.

    I can't make changes in define power button, and could not uncheck other boxes in power protection.

    I never gor to restart.

    Thank you for your patience and direction

     

     

     

    Finally able to get it downloaded and when it asks if I allow changes, hurting the yes button goes nowhere

     

    Need Help not sure what's causing this

    in Resolved Malware Removal Logs

    Posted

    Not completed. My difficulty is I am still unable to click on certain things with no action.

    I can't make changes in define power button, and could not uncheck other boxes in power protection.

    I never gor to restart.

    Thank you for your patience and direction

     

     

     

    Finally able to get it downloaded and when it asks if I allow changes, hurting the yes button goes nowhere

     

    Need Help not sure what's causing this

    in Resolved Malware Removal Logs

    Posted

    Hello,

     I was on my laptop and went to download the browser Firefox the other day from Google. 

    There was no notification to a virus or any other thing, but immediately after, started having problems in my browser.

    I could not click on links, could not clear my cache, buttons don't let me click and go, like the  'skip' button on you tube videos, my antivirus now has same issue, went to a streaming channel and there's like a Chinese letter or symbol placed near my username. 

    I hope what I've said makes sense. I simply do not know if it is a virus or malware, browser hijacker or what.

    I don't know how to maneuver myself around to do ANYTHING and when I do try to click on anything or enter a web address it will go to that page, and then redirect back to Chromes home page. 

    I was able to (I think) uninstall Firefox after a bunch of tries, right clicking on links, opening in new tabs, etc but that doesn't always work. And in Avast, there's nothing I can do, it's just not working any more 

    I downloaded Malwarebytes, it ran for 5 hours and found some stuff, but I was unable to remove those things because again, it wasn't properly functioning and now it's just like everything else.

    Any suggestions?

    Thanks so very much for any help you could provide. It truly would be most appreciated.

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