Unable to connect to the internet but windows says I have internet access.

[ink625]

My wife was using her desktop yesterday evening to browse on Google Chrome. She left the computer for about 15 minutes and when she came back Chrome was closed and an error box had popped up on the screen saying: "CLMSService has stopped working."

 

When she re-opened Chrome it stated: "Unable to connect to the Internet." I checked the Network and Sharing Center and it said she had internet access, so I tried Internet Explorer which didn't work either. 

 

The internet was working just fine on our tablet and my laptop, so my next thought was maybe it's a virus. I opened Malwarebytes and attempted to update, but it couldn't connect to the update server. I ran the full scan anyway and it found 2 infected items. I removed them, restarted the computer and when Windows loaded back up I was hit with the same "CLMSService has stopped working" error and the same "Unable to connect to the Internet" message on Chrome. 

 

Next, I ran an AVG scan which found one infected item. Removing that didn't help either.

 

Next I ran System Restore and it wouldn't work until I rebooted in Safe Mode. Once in Safe Mode, System Restore completed successfully, but I still got the same error message about CLMSService.

 

I found some other more dangerous fixes I could try, mostly involving registry editing, but my wife has thousands of irreplaceable photos and important documents on this PC that she would be devastated to lose if something were to go wrong. 

 

I think this issue may be caused by a virus but I'm not certain. I've attached the two logs from the Farbar scan tool and hope to hear from someone soon. Thank you!

 

FRST.txtAddition.txt

[kevinf80]

Hello and

 

P2P/Piracy Warning:

 

 

If you're using Peer 2 Peer software such as uTorrent, BitTorrent or similar you must either fully uninstall them or completely disable them from running while being assisted here.

Failure to remove or disable such software will result in your topic being closed and no further assistance being provided.

If you have illegal/cracked software, cracks, keygens etc. on the system, please remove or uninstall them now and read the policy on Piracy.

 

 

Download attached fixlist.txt file and save it to the Desktop, or the folder you saved FRST into.

NOTE. It's important that both FRST and fixlist.txt are in the same location or the fix will not work.

 

Run FRST and press the Fix button just once and wait.

The tool will make a log on the Desktop (Fixlog.txt) or the folder it was ran from. Please post it to your reply.

 

Reboot when FRST completes,

 

Next,

 

Download Farbar Service Scanner from here: http://www.bleepingcomputer.com/download/farbar-service-scanner/dl/62/ and run it on the computer with the issue.

Make sure the following options are checked:

 

• 
  

Internet Services
Windows Firewall
System Restore
Security Center/Action Center
Windows Update
Windows Defender

 

• 
  

Press "Scan".
It will create a log (FSS.txt) in the same directory the tool is run.
Please copy and paste the log to your reply.

 

Let me see those logs...

 

Kevin

 

 

 

 

fixlist.txt

[ink625]

What programs related to piracy are installed on my computer? I have never downloaded any such program and would like to remove them if possible.

[kevinf80]

I never said there were any programs related to piracy on your system, I gave a standard opening response to make you aware of forum protocol. That response is listed in any opening reply I make....

[ink625]

I'm truly sorry for having misunderstood and I appreciate your time and patience. I'll get right on those logs for you.

[kevinf80]

Thats ok, no need for an apology.. post logs when you are ready..

[ink625]

Here are the logs you asked for above but I also wanted to update my situation. I got the internet working by typing the following commands in a command prompt as suggested by another site:

 

netsh int ip reset reset.txt

 

netsh winsock reset

 

netsh advfirewall reset

 

 

 

FSS.txtFixlog.txt

[kevinf80]

Yes I see the issue with the the winsock in your logs, I have command to fix that in the file I upload for you to run fix with FRST... if you already fix yourself is ok....

 

What is the current status of your system, are there any remaining issues or concerns?

 

CLMSService you mention previously is related to Cyberlink, do you still have that problem. Information for that software is here: http://systemexplorer.net/file-database/file/clmsservice-exe

 

Kevin

[ink625]

Only one more small issue remains Kevin. At least I think it's small. AVG has all of a sudden started to detect a threat in the Program Files(x86) folder having to do with something called PureLeads. This seems to pop up randomly about every 30 minutes or so. It doesn't seem to be affecting anything other than the annoyance of having to click to remove the threat a couple times per hour.

[kevinf80]

Pureleads is known to be a problem and can cause many issues for your system. To fix is not difficult... Information about that nuisance at the following link:

 

http://malwaretips.com/blogs/pureleads-virus-removal/

 

Download GeekUninstaller from here: http://www.geekuninstaller.com/download (Choose free version) Save Geek.zip to your Desktop. (Visit the Home page at that link for necessary information)

 

Extract Geek Uninstaller and save to your Desktop. There is no need to install, the executable is portable and can also be run from a USB if required.

 

Run the tool, the main GUI will populate with installed programs list,

 

Left click on PurLeads to highlight that entry.

 

Select Action from the Menu bar, then Uninstall from there follow the prompts.

 

If Uninstall fails open the "Action" menu one more time and use "Force Removal" option...

 

Next,

 

Download AdwCleaner by Xplode onto your Desktop.

• 
  

Double click on Adwcleaner.exe to run the tool.
Click on Scan
Once the scan is done, click on the Clean button.
You will get a prompt asking to close all programs. Click OK.
Click OK again to reboot your computer.
A text file will open after the restart. Please post the content of that logfile in your reply.
You can also find the logfile at C:\AdwCleaner[sn].txt. Where n in the scan reference number

 

Next,

 

Please download Junkware Removal Tool to your desktop.

• 
  

Shut down your protection software now to avoid potential conflicts.
Run the tool by double-clicking it. If you are using Windows Vista, 7, or 8; instead of double-clicking, right-mouse click JRT.exe and select "Run as Administrator".
The tool will open and start scanning your system.
Please be patient as this can take a while to complete depending on your system's specifications.
On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
Post the contents of JRT.txt into your next message.

 

Next,

 

Your version of Malwarebytes is outdated,

 

Download Malwarebytes Anti-Malware to your desktop.

• 
  

Double-click mbam-setup and follow the prompts to install the program.
At the end, be sure a checkmark is placed next to the following:
Launch Malwarebytes Anti-Malware
A 14 day trial of the Premium features is pre-selected. You may deselect this if you wish, and it will not diminish the scanning and removal capabilities of the program.
Click Finish.
On the Dashboard, click the 'Update Now >>' link
After the update completes, click the 'Scan Now >>' button.
Or, on the Dashboard, click the Scan Now >> button.
If an update is available, click the Update Now button.
A Threat Scan will begin.
When the scan is complete, if there have been detections, click Apply Actions to allow MBAM to clean what was detected.
In most cases, a restart will be required.
Wait for the prompt to restart the computer to appear, then click on Yes.

 

To get the log to post:

 

• 
  

After the restart once you are back at your desktop, open MBAM once more.
Click on the History tab > Application Logs.
Double click on the scan log which shows the Date and time of the scan just performed.
Click 'Copy to Clipboard'
Paste the contents of the clipboard into your reply.

 

Let me see those logs, also give an update on any remaining issues or concerns...

[AdvancedSetup]

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!