Please help!

[Tally24]

Dell Inspiron 1525, Windows Vista

Hello Malwarebytes! Please help!

My computer was infected with Snap.do which hijacked both Google Chrome and Internet Explorer. I followed the advice on malwaretips.com (malwaretips/blogs/snap-do-toolbar-removal/) and after backing up my files, uninstalled the program (which was cunningly named Quick Share and published under Linkbury Inc). I then removed the Snap.do residual damage (following the step-by-step instructions... until today I was quite happy with Norton and knew nothing about viruses... 5 hours later however ) from both browsers and ran Adwcleaner to remove Snap.do registry keys as recommended. I then downloaded Malwarebytes Anti-Malware, which after running a quick scan detected 5 objects. I only wrote down that they were Adware-lBryte and the remaining four were Trojan.Zlob, so I'm unsure of the exact location, but I think it was in My Folders (?!). After clicking remove, I was prompted to restart my computer to complete the process. However it is now stuck on the 'Shutting down...' screen and after 2 hours has failed to shut down and restart. It has failed to shut down before after Windows updates and I have had to manually close it down by holding the power key, but I'm worried to do that in this instance?

Any advice would be very much appreciated as I'm a complete novice to virus software! I've borrowed my Dad's computer so have access to emails etc!

Thanks so much!!

[Maurice Naggar]

Hello Tally 24 and welcome to MalwareBytes forum.

Let me suggest, if you're an MBAM Pro customer, you may contact the consumer help desk directly here.

If you are in an organization or a corporate customer, contact Corporate Support for assistance.

Do you have the Vista operating system DVD?

For x32 (x86) bit systems download Farbar Recovery Scan Tool and save it to a flash drive.

For x64 bit systems download Farbar Recovery Scan Tool x64 and save it to a flash drive.

Plug the flashdrive into the infected PC.

Enter System Recovery Options.

To enter System Recovery Options from the Advanced Boot Options:

• Restart the computer.
  
• As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
  
• Use the arrow keys to select the Repair your computer menu item.
  
• Select English as the keyboard language settings, and then click Next.
  
• Select the operating system you want to repair, and then click Next.
  
• Select your user account an click Next.

OR If you have the Windows o.s. DVD, then To enter System Recovery Options, by using Windows installation disc:

• Insert the installation disc.
  
• Restart your computer.
  
• If prompted, press any key to start Windows from the installation disc. If your computer is not configured to start from a CD or DVD, check your BIOS settings.
  
• Click Repair your computer.
  
• Select English as the keyboard language settings, and then click Next.
  
• Select the operating system you want to repair, and then click Next.
  
• Select your user account and click Next.

On the System Recovery Options menu you will get the following options:

• • 
    
  • Startup Repair
    
  • System Restore
    
  • Windows Complete PC Restore
    
  • Windows Memory Diagnostic Tool
    
  • Command Prompt

[*]Select Command Prompt

[*]In the command window type in notepad and press Enter.

[*]The notepad opens. Under File menu select Open.

[*]Select "Computer" and find your flash drive letter and close the notepad.

[*]In the command window type e:\frst.exe (for x64 bit version type e:\frst64) and press Enter

Note: Replace letter e with the drive letter of your flash drive.

[*]The tool will start to run.

[*]When the tool opens click Yes to disclaimer.

[*]Press Scan button.

[*]It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.

[Maurice Naggar]

Be advised, 4 days have passed without your response. If I do not hear back from you very soon, I will consider this abandoned & will close it.

[Maurice Naggar]

Due to the lack of feedback this topic is closed to prevent others from posting here. If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this thread with your request. This applies only to the originator of this thread.

Other members who need assistance please start your own topic in a new thread. Thanks!