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help with crashed laptop

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could someone please help me with a laptop that was freezing and running really slow. It has now stopped working and has left me with a screen that reads (smart failure predicted on hard disk 0: hitachi hts723216a7a364-(s1) . its warning me to immediately back up data and files and replace hard disk drive that a failure may be imminent and to press f1 to continue but fi is not responding. i was able to start in safe mode and do a couple of malwarebytes scans without and with rootkits selected and they came up with no issues.so i restarted the computer and tried to a scan in regular mode it made it most of way or all the way through but i cant tell because it went to sleep and when i woke it up it immediately went to a black screen and froze. so i turned it off and restarted it and that leaves me  to where i am with the computer telling me about a possible failure.  by the way i have malwarbytes premium and anti exploit on this compter but it has primarily been used by my 8 yr old grandaughter to play animal jams for the last couple of months and malwarbytes stopped doing a daily update and scan about a month ago. 

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  • Root Admin

Hello and :welcome:

Please read the following and post back the logs when ready and we'll see about getting you cleaned up.

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 paste them as direct text.
  • If the log is too large, then you can use attachments by clicking on the More Reply Options button.
  • 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 very 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 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
  • Please disable your antivirus while running any requested scanners so that they do not interfere with the scanners.
  • 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
  • (If I have not responded within 24 hours, please send me a Private Message as a reminder)

RKill is a program that was developed at BleepingComputer.com that attempts to terminate known malware processes so that your normal security software can then run and clean your computer of infections.
When RKill runs, it will kill malware processes and then removes incorrect executable associations and fixes policies
that stop us from using certain tools. When finished it will display a log file that shows the processes that were
terminated while the program was running.

As RKill only terminates a program's running process and does not delete any files, after running it, you should not reboot
your computer as any malware processes that are configured to start automatically will just be started again.
Instead, after running RKill, you should immediately scan your computer using the requested scans I've included.

Please download Rkill by Grinler from one of the links below and save it to your desktop.

Link 1 | Link 2

  • On Windows XP Double-click on the Rkill desktop icon to run the tool.
  • On Windows Vista/Windows 7 or 8, right-click on the Rkill desktop icon and select Run As Administrator
  • A black DOS box will briefly flash and then disappear, this is normal and indicates the tool ran successfully.
  • If not, delete the file, then download and use the one provided in Link 2.
  • If it does not work, repeat the process and attempt to use one of the remaining links until the tool runs.
  • If the tool does not run from any of the links provided, please let me know.
  • Do not reboot the computer; you will need to run the application again.



Please run a Threat Scan with MBAM. If you're unable to run or complete the scan as shown below, please see the following:
MBAM Clean Removal Process 2x
When reinstalling the program, please try the latest version.

Right click and choose "Run as administrator" to open Malwarebytes Anti-Malware and from the Dashboard please Check for Updates by clicking the Update Now... link
Open up Malwarebytes > Settings > Detection and Protection > Enable Scan for rootkit and Under Non Malware Protection set both PUP and PUM to Treat detections as malware.
Click on the SCAN button and run a Threat Scan with Malwarebytes Anti-Malware by clicking the Scan Now>> button.
Once completed please click on the History > Application Logs and find your scan log and open it and then click on the "copy to clipboard" button and post back the results on your next reply.

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thank you for responding and trying to help, im really having issues with computer freezing and crashing. it takes forever to load pages and then freezes, i cant get it to do even your first task. should i be in safe mode when im doing this . it seemed to run better in safe mode when i was messing with it before i asked for some help and if so safe mode with networking or just safe mode. thanks kevin.  

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  • Root Admin

That was very minor stuff and should not be causing that much trouble on your computer. Let me have you try to run the following. User Normal Mode if possible. If not then try Safe Mode.



Please restart the computer first and then run the following steps and post back the logs when ready.

Please download Junkware Removal Tool to your desktop.

  • Shutdown your antivirus to avoid any conflicts.
  • Right click over JRT.exe and select Run as administrator on Windows Vista or Windows 7, double-click on XP.
  • The tool will open and start scanning your system.
  • Please be patient as this can take a while to complete.
  • On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
  • Post the contents of JRT.txt into your next reply message
  • When completed make sure to re-enable your antivirus

Let's clean out any adware now: (this will require a reboot so save all your work)

Please download AdwCleaner by Xplode and save to your Desktop.

  • Double click on AdwCleaner.exe to run the tool.
    Vista / Windows 7/8 users right-click and select Run As Administrator
  • Click on the Scan button.
  • AdwCleaner will begin...be patient as the scan may take some time to complete.
  • When it's done, you'll see: Pending: Please uncheck elements you don't want to be removed.
  • Now click on the Report button and a logfile (AdwCleaner[R0].txt) will open in Notepad for review.
  • Look at the log especially under Files/Folders for any program you want to save.
  • If there's a program you may want to save, just uncheck it from AdwCleaner.
  • If you're not sure, post the log for review. (all items found are adware/spyware/foistware)
  • If you're ready to clean it all up, click the Clean button.
  • After rebooting, a logfile report (AdwCleaner[S0].txt) will open automatically.
  • Copy and paste the contents of that logfile in your next reply.
  • A copy of that logfile will also be saved in the C:\AdwCleaner folder.
  • Items that are deleted are moved to the Quarantine Folder: C:\AdwCleaner\Quarantine
  • To restore an item that has been deleted:
  • Go to Tools > Quarantine Manager > check what you want to be restored > now click on Restore.

Download Sophos Free Virus Removal Tool and save it to your desktop.

  • Double click the icon and select Run
  • Click Next
  • Select I accept the terms in this license agreement, then click Next twice
  • Click Install
  • Click Finish to launch the program
  • Once the virus database has been updated click Start Scanning
  • If any threats are found click Details, then View Log file (bottom left-hand corner)
  • Copy and paste the results in your reply
  • Close the Notepad document, close the Threat Details screen, then click Start cleanup
  • Click Exit to close the program
  • If no threats were found, please confirm that result.

Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens, click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here.
  • Please attach the Additions.txt log to your reply as well.



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i was able to reboot after the first two scans in normal mode and it seemed to run a little faster and then i tried to reactivate my premium version of mbam and it became non responsive again. im a little concerned that i ran rkill from my download folder and not from a saved desktop location.not sure if it matters it still saved the log there.while trying to get rebooted again it kept going to a check disk at startup dos. after many times thinking that it kept freezing i let it just run all night and it finally rebooted but was just really slow, anyway i hope im doing the right procedure according to your steps and all the startup failures havent messed it up.so im in safe with networking again it seems to run best .heres the jrt file.


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  • Root Admin

Temporarily uninstall MBAM from Safe Mode if possible then see if you can run in Normal Mode

For now please don't try to activate MBAM until we get some more logs and see what's going on.

If you can get into Normal Mode and run the FRST scan that would be great. Makes sure you place a check mark on the Additions.txt check box.


Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.




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auto run didnt want to run so on jrt and adware and sophos i forced it to run through dvd drive after burning a disc from other computer. in safe mode i was able to reinstall mbam and tried to run but it froze also .a couple things ive noticed is that in drive c it said i had only like 2 gig left of 139 gig and it keeps wanting to run a backup.i guess that could be the problem.this pc has never had a backup run.

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  • Root Admin

Yes that can be an issue. Please try as best as you can to free up much more disk space.

Then also try running a full disk check.

Click on the Start Menu and type in CMD.EXE and when it shows on the menu right click and select "Run as administrator" and type in the following.


Then press the Enter key. Then press the Y key to tell it to run after restart. Then press the Enter key, and restart the computer and let it run. It could take many hours to complete so may try it just before you go to bed.

Once done and you have more disk space free, let me know if the computer runs any better or not.



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just checking in with you to let you know im still trying to do the things you asked me to do.im almost ready to just give up on this pc. it is just too slow and non responsive to make any headway. i was able to move some files on to a mem stick but pictures seem to disapear. there is alot of videos on it and it would take hours to move them but would probly freeze by then. thats what is taking up memory im guessing. wants to go to a disc check every time you restart it.when ive let it run it seems to only go so far and thens seems to restart itself. it made it far enough to delete some bad secters and even a corrupt file.but then it just restarts and doesnt finish. btw it has alot of bad secters for as far as it runs.it wont even boot up in safe mode anymore.it loads the files and then just freezes. could maybe try a reboot from scratch from recovery but my daughter wants the videos saved but from what i was reading that might entail booting harddrive on another pc and running software to save files from bad harddrive. not backing up this pc was not very smart. even got a little mcprocess.comcprocess error window that said error:catastrophic failure line 1511 position 5. so im not sure what to do now

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