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Malware infection - cannot start in safe mode - black screen/white arrow only


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Hello,

(bet you haven't heard this before, but) I'm super desperate & would be incredibly grateful for any help.

I did an Avast full system scan - nothing detected. I did Malwarebytes full system scan & affiliate.downloader was detected. I then deleted it. Now I know that was absolutely the wrong thing to do. I can't start in safe mode, I've tried selecting safe mode and normal. It then turns to a black screen with a white arrow. When I right click, nothing happens. Obviously I can't retrieve the scan log now as I'm unable to get in.

Could someone please help me get my system back so I don't lose everything..?

Many thanks in advance for your expertise,

Splendid Bertrand

PS - it is an HP laptop running Windows 7.

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Hello and welcome to MBAM forum, VerySplendid: :)

Yup, we've heard it before, unfortunately. :(

Sorry to hear you might be infected.

We cannot work on malware removal in this sub-section of the forum, so please read below for assistance with cleaning your system.

IMPORTANT: Please do NOT use any temporary file cleaners unless instructed to do so - they can cause data loss, making it hard to recover your system.

IF YOU WOULD LIKE EXPERT ASSISTANCE WITH MALWARE REMOVAL, PLEASE CHOOSE ONE OF THE FOLLOWING 3 OPTIONS:

OPTION 1: Free, one-on-one, expert assistance in the Malware Removal Forum.

OPTION 2: For paid users of MBAM PRO, free, one-on-one, expert assistance from MBAM support.

OPTION 3: Fee-based, one-on-one, expert assistance from Premium Support.

OPTION 1:

  • Please print out, read and carefully follow the instructions in the "I'm Infected - What Do I Do Now?" article.
  • --->If the infection has so crippled the computer that you cannot complete some or all of the steps, then just do the best you can and start a new topic as described below.

  • Then please start a new post in the Malware Removal Forum.
  • When starting your new post, please note the following:
  • Please do NOT post in a topic started by someone else, even if their problem sounds similar.
  • Please COPY/PASTE the requested logs into your post, rather than attaching them.
  • Under options, please be sure to select "track this topic" and "immediate email notification", so you'll know when a helper responds.

  • Please be patient - it may be 48 hours or more before a helper can assist you, especially when the forum is very busy.
  • Please do NOT "bump" your topic or reply back to it for at least 48 hours.
  • Doing so may cause your topic to be overlooked, as it will appear that you are already being helped.

OPTION 2:

If you are a paid user of MBAM PRO and would like support via the helpdesk, please contact them here.

OPTION 3:

If you prefer the Malwarebytes Premium Services (comprehensive solutions to all your computer support needs – from installation and set-up to troubleshooting and tune-ups), please go to the Premium Support site here.

Please be patient – someone will assist you as soon as possible.

Thank you very much,

daledoc1

PS Please use the "Reply to this Topic" or "More Reply Options" buttons (instead of the “Quote” and “MultiQuote” buttons) when replying here & at the other forums. That will make your topic easier to follow. :)

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Okey dokey.

The experts over in the malware removal section will assist you further.

Please be patient, as the forum can be quite busy and many of the helpers are volunteers.

Since you are unable even to boot into safe mode, while you are waiting for help, you might want to check to see if you have your Windows OS disks.

The helper might need them.

Good luck!

daledoc1

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