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I think I'm Still Infected, "Windows Explorer has stopped working. Windows is restarting.

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My mom has an HP ProBook 4730s running Windows 7. It runs malwaurebytes PRO daily and they have caught many viruses that her computer has had. But the computer is still acting slower than normal. I also am unable to complete Window's Update. I get an error message "Windows update cannot currently check for updates, because the service is not running. You may need to restart your computer". After that error message I get another one saying "Windows Explorer has stopped working. Windows is restarting" and then the screen flickers for a minute. I have restarted it several times and still get the same error message.  


I downloaded the dds.er and saved the DDs.txt and Attach.txt logs. It wont let me paste the logs here and I am getting an "Error: You aren't permitted to upload this kind of file" when I try to upload them.


Can anyone please help me?

Thanks in advance if you can!

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Hello CinderCare and :welcome:! My name is Borislav and I will be glad to help you solve your malware problem.

Please note:

  • If you are a paying customer, you have the privilege to contact the help desk at Consumer Support. If you choose this option to get help, please let me know.
  • I recommend you to keep the instructions I will be giving you so that they are available to you at any time. You can save them in a text file or print them.
  • Make sure you read all of the instructions and fixes thoroughly before continuing with them.
  • Follow my instructions strictly and don’t hesitate to stop and ask me if you have any questions.
  • Post your log files, don't attach them. Every log file should be copy/pasted in your next reply.
  • Do not perform any kind of scanning and fixing without my instructions. If you want to proceed on your own, please let me know.
Don't upload them, just copy/paste in your next reply here.
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  • 2 weeks later...
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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!

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