Help with Grandmother's Computer

[rblay]

Hello,

 

I am currently attempting to determine what is wrong with my grandmother's PC. Here's a short description of the problem:

 

Various programs (Chrome, Windows Live Photo Gallery, etc.) are reporting that their shortcuts are missing. Even navigating to the ProgramFiles(x86) directory is turning up missing shortcuts.

 

Here are the steps I've taken already:

 

-Installed TotalDefense PC Tune Up

-Uninstalled McAffee Antivirus

-Installed Avast! Antivirus (Paid License)

-Installed Windows Updates

-Completed System Restore to date before problem existed

-Ran AdwCleaner

-Run HJT [lots of "(missing file)" entries]

-Run Malwarebytes Anti Malware (Free Version)

 

I have exhausted my abilities to remove viruses from a system, and need some help. Thank you in advance, and please let me know if you need additional information.

Please note: I do not live with my grandmother, so if additional information is needed, it may take a day or two for me to get additional logfiles.

 

 

FRST.txt

Addition.txt

[AdvancedSetup]

Please download and run the following tool unhide.exe to help with hidden programs on your system.

 

Then let me know if that helped some or not and we'll continue from there.

[rblay]

Ran unhide.exe, as well as malwarebytes and avast virus scans. One additional item was quarantined, but the problems with her programs persists.

 

Here is an updated FRST.txt

 

Thanks again for your help.

 

 

FRST.txt

[AdvancedSetup]

You were not supposed to run other tools. This is a very specific infection and if unhide did not correct it then the files are probably gone now. Not much else you can probably do now except backup the current user files and reinstall Windows and the Applications. You could try to recreate your own shortcuts and stuff but that is a long tedious task and you'll be better in the long run reinstalling Windows fresh.

You can try running this and see if it helps but I seriously doubt it will help.

Please download the attached fixlist.txt file and save it to the Desktop.

NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.

If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.

The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

fixlist.txt

[AdvancedSetup]

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