Just want help to get my computer back!

[carman]

I am just an average user. I can't get my computer back. Had contact with support and tried, but was gone a few days and now no contact. I can now download your "fix tool" but can't get it to run. Support told me another option was run a new set up file over the top? I don't understand that.

So, what now. Paying customer by the way.

Very frustrated, and don't have the extra cash to take it somewhere to get fixed or toss it in the trash. So, does the user policy state that you are not liable for the damages you cause? Seems like there are a bunch of us that will be out cash for new computers or hiring somebody to fix your mess.

I would be happier if support could somehow help me get this back going.

[Firefox]

Hello and

Sorry that you are having these issues due to the cause of the bad update a few days back....

Are you able to boot the computer into safe mode with networking?

Have you tried the steps outlined here: http://forums.malwarebytes.org/index.php?showtopic=125136&view=findpost&p=669358

[carman]

I can boot computer up now, and can get to internet. But many failing dll's and can't get mbam to run at all, so can't unquaranteen

[Firefox]

OK what you can try, is to download the latest version of Malwarebytes and install it right over the top of the existing one and see if Malwarebytes will open after the install.

You can download it using another computer and put it on a flash drive or CD and can be downloaded from here: http://downloads.malwarebytes.org/mbam-download.php

While your at it download the latest fixit tool from here: http://downloads.malwarebytes.org/file/mbam_fp_repair

[Firefox]

We will also need the information below....

1. What OS are you running? Windows 7 Home or PRO? Basic or Premium?

2. 32-Bit or 64-Bit?

3. What specific errors are you getting?

4. Can you login in Normal Mode?

5. Can you login in Safe Mode?

6. Do you know what video card you have?

Please try to remain calm and patient this is not a 5 minute drive through fix and depending may take a while but we'll do our best to get you up and running properly once again.

Thanks

[carman]

I had the latest fixit tool. I get errors.

I downloaded new file and get errors when trying to run it. "ShellExecuteEx Failed" error 193

[carman]

1. What OS are you running? Windows 7 Home or PRO? Basic or Premium? 7 Ultimate

2. 32-Bit or 64-Bit? 32 bit

3. What specific errors are you getting? it depends on what I am trying to do. I get the error mentioned above if I try to re-install the MBAM program or run existing. I

4. Can you login in Normal Mode? yes

5. Can you login in Safe Mode? yes

6. Do you know what video card you have? no

[Firefox]

Did you run the fixit tool in normal mode or safe mode?

When you ran the fixit tool, since you have windows 7, did your right click on it and run as administrator?

Have you tried doing a system restore to a previous point in time before this happened?

[carman]

Ran it in normal mode

I did right click and chose admin, but got the error mentioned above.

I did a system restore to previous point, and got to point I am now. It was black screen prior to that.

[Firefox]

If you bring the computer back to factory settings it will delete all your data, before you go that route, lets give the folks at Malwarebytes a chance to get the system back to its working state.....

[carman]

I prefer not to lose all the data on the computer. Even with a backup, it is a pain. Of course, this is a pain as well.

[Firefox]

carman Please be patient and we will get you the steps that you need to take to get the system back in order.... either I or someone else (from Malwarebytes) will get the instructions you will need to take...

[AdvancedSetup]

Please ignore the advice from that other user about doing the factory restore.

Please restart the computer and try running the tool again from SAFE MODE

Let us know what if any errors you still get with that method.

Thanks

[carman]

Thank you Firefox. I am trying. 7 days now from failure. I haven't worked on it all those days, so not blaming them for that. But, 7 days later, still same try this try that with no positive results.

[carman]

Ok, will try in safe mode and report back

[carman]

file ran in safe mode and had no errors. Then I rebooted.

It will boot, but get numerous errors with missing files.

Try to open malwarebytes, and it still says" c:\programFiles\malwarebytes' anti-malware\mbam.exe is not a valid win32 application"

[AdvancedSetup]

Please run a FULL disk check

How to Run Disk Check in Windows 7

Then try to run the following and post back the logs

Please run the following scanner and send back the logs.

Download DDS from one of the locations below and save to your Desktop

dds.scr

dds.com

Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.

How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once downloaded you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.

Then double click dds.scr or dds.com to run the tool, on Vista or Win 7 right click and select Run as administrator

Click the Run button if prompted with an Open File - Security Warning dialog box.

A black DOS console should open and run for a moment.

When done, DDS will open two (2) logs:

1. DDS.txt
   
2. Attach.txt
   

• Save both reports to your desktop
  
• Please include the following logs in your next reply: DDS.txt and Attach.txt
  You can ignore the note about zipping the Attach.txt file in most cases.