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No internet connection product service dependency filtering engine fail


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Hello. I believe I have a virus. I am not getting any internet connection. I have called the cable company and they have stated that it's probably a virus. I a, getting the error product service dependency base filtering engine error. I am trying to run a scan through Norton and it's not fixing anything. 

Can anyone please help?

 

i am sorry if I am posting in the wrong place  I am currently on my iPad  

 

 

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Hello.  :welcome:
 
I will be guiding you as we go forward.  I do need to see other diagnostic information from this system, so that I can see about pinning down the source of this issue.
I would like to ask that you always attach any report or file I ask for, from time to time.

Before we proceed further, please read all of the following instructions carefully.
If there is anything that you do not understand kindly ask before proceeding.
If needed, please print out these instructions.

  • Please do not post logs using CODE, QUOTE, or FONT tags. Just always attach files / reports.
  •    
  • Please enable your system to show hidden files: How to see hidden files in Windows
  • Make sure you're subscribed to this topic:
  • Click on the Follow This Topic Button (at the top right of this page), make sure that the Receive notification box is checked and that it is set to Instantly
  • Removing malware can be unpredictable, it is unlikely, but things can go  wrong! Please make sure you Backup all files that cannot be replaced if something were to happen. You can copy them to a CD/DVD, external drive or a pen / flash drive
  • Please don't run any other scans, download, install or uninstall any programs unless requested by me while I'm working with you.
  • The removal of malware is not instantaneous; please be patient. Often we are also in a different Time Zone.
  • Perform everything in the correct order. Sometimes one step requires the previous one.
  • If you have any problems while following my instructions, Stop there and tell me the exact nature of the issue.

 

You can check here if you're not sure if your computer is 32-bit or 64-bit

As we go along, from time to time, Windows User Account Control ( U A C ) will prompt whether to allow a tool or procedure to proceed forward.  Approve the Windows’ UAC prompt on by clicking on Continue or Yes.


When we are done, I'll give you instructions on how to clean up all the tools and logs
Please stick with me until I give you the "all clear" and Please don't waste my time by leaving before that.
Your topic will be closed if you haven't replied within 3 days.
 

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You had said << getting the error product service dependency base filtering engine error.>>
Which program / utility has reported this ?  Can you provide more detail or copy of the report.

I would like to obtain from this machine a set of diagnostic information from this pc so that I can review and then guide you forward.
Please download    Farbar Recovery Scan Tool
and save it to your desktop.

You may wind up needing to temporarily turn off your antivirus program IF it interferes with the diagnostic tool-reports listed below.

Right-click on FRST icon and select  Run as Administrator  to start the tool , and reply YES to allow it to proceed and run.
Windows 8 or 10 users will be prompted about Windows SmartScreen protection - click line  More info information on that screen and click button Run anyway on next screen.
Click YES when prompted by Windows U A C prompt to allow it to run.




Approve the Windows’ UAC prompt on Windows Vista and newer operating systems by clicking on Continue or Yes.

Click Yes when the disclaimer appears in FRST.
The tool may want to update itself - in that case you'll be prompted when the update is completed and ready to use.

Press Scan button.
It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
The first time the tool is run, it also makes another log (Addition.txt).
Please attach FRST.txt & Addition.txt along your next reply.

Also, this other report.   This tool will collect some information on the installation of Malwarebytes and create a report I need to review:

NOTE: You may need to temporarily turn off your antivirus if it interferes with this tool.

Download mbam-check.exe and save it to your desktop    "from this link":http://downloads.malwarebytes.org/file/mbamcheck
On Vista/Windows 7, 8, 10, Right-click on mbam-check-2.3.2.0.exe & select Run as Administrator & allow to Run when prompted by User Account Control.
On XP,Double-click on mbam-check-2.3.0.0.exe to run it.

Do have patience while the tool runs.  It may take a while, and will flash a command prompt window.  And then it will start your text editor ( default is typically NOTEPAD).

It should then open a log file CheckResults.txt.  Just do a File >> Exit in NOTEPAD.
You should attach the CheckResults.txt file located on your desktop so that I can review.

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