rascalphoto Posted July 9, 2017 ID:1141487 Share Posted July 9, 2017 After running scan, there is no internet connection. On the phone with provider for over an hour and they couldn't fix the problem. I have seen this has been a problem to others, but needs personal attention. Other computer with no scan works fine. I am on OS Windows 7. Please help! Link to post Share on other sites More sharing options...
Firefox Posted July 9, 2017 ID:1141490 Share Posted July 9, 2017 Hello and Welcome... Can you provide a copy of the scan report so we can see what was detected and removed? Malware removal is tricky and sometimes it will break other things that will require attention. If you like you can also provide the logs below so we can take a look... Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues.... If that does not correct the issue, then please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: mb-check-results.zip, FRST.txt, Addition.txt) Please let us know how it goes. Thank You, Firefox Link to post Share on other sites More sharing options...
rascalphoto Posted July 9, 2017 Author ID:1141495 Share Posted July 9, 2017 Maybe a silly question, but how do I send the report if it is on the computer with no internet access? Link to post Share on other sites More sharing options...
Firefox Posted July 9, 2017 ID:1141498 Share Posted July 9, 2017 Not a silly question at all.... there are several ways but one way is to run the scans, copy the log files from the broken computer to the one you have that still works and then post the log files with that computer. At times, Malware likes to enable the proxy settings in Internet Explorer, you can check that setting and make sure they are like my example below, then see if you can connect to the internet after. In Internet Explorer click on Tools -> Internet Options -> Connections Tab -> Lan Settings Link to post Share on other sites More sharing options...
rascalphoto Posted July 9, 2017 Author ID:1141505 Share Posted July 9, 2017 (edited) Here is the report. I will follow your next directions now. malware report.txt Will not connect to IE. Is proxy supposed to be checked? Or leave dialog box exactly as you illustrated? Edited July 9, 2017 by rascalphoto adding info Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141556 Share Posted July 10, 2017 How am I supposed to download the indicated items when I cannot get onto the internet on the computer with the problem? Please advise. Link to post Share on other sites More sharing options...
Telos Posted July 10, 2017 ID:1141559 Share Posted July 10, 2017 30 minutes ago, rascalphoto said: How am I supposed to download the indicated items when I cannot get onto the internet on the computer with the problem? You can't download to the device you're posting from? And then via thumb drive? or CD/DVD? Link to post Share on other sites More sharing options...
Firefox Posted July 10, 2017 ID:1141640 Share Posted July 10, 2017 20 hours ago, rascalphoto said: Will not connect to IE. Is proxy supposed to be checked? Or leave dialog box exactly as you illustrated? it is suppose to be exactly as in my posted image... Also you can download all required tools on a working computer and then copy them to the computer with issues using a flash drive as already mentioned. Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141642 Share Posted July 10, 2017 (edited) On the report, it looks like the logs that you are asking for, require me to go to the malware bytes website to access the logs. I am not sure how to transfer that info to external drive, thumb drive,cd. And yes, proxy settings was not enabled as you showed. Will not connect to IE. Edited July 10, 2017 by rascalphoto needed more info Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141645 Share Posted July 10, 2017 My obstacle is this: On the problem computer, it looks like I need to go to reports and more information to retrieve the logs. And of course, when I click on more information, it cannot connect to the internet. Unless I am going about it incorrectly. I can use this laptop to go to malware bytes, but the report I need will not be available through this computer. What am I missing? Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141648 Share Posted July 10, 2017 OK...I get the procedure now. Next confusion: I am not seeing how to save the farbar program without a scan of the machine that is working. The report is from the computer that is working. Link to post Share on other sites More sharing options...
Firefox Posted July 10, 2017 ID:1141649 Share Posted July 10, 2017 OK when you click on the link to download FRST, do not click on Run or Open, instead tell it to save it, remember where you saved it, then copy the file from there so you can run it on the problem computer. Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141651 Share Posted July 10, 2017 OK...I have 2 of the 3 requested files. Sorry for this. I am a visual learner and it is difficult for me to picture what you are instructing. Here are 2 files. I will revisit instructions for 3rd. Addition.txt FRST.txt Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141655 Share Posted July 10, 2017 Last file requested mb-check-results.zip Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141662 Share Posted July 10, 2017 Do you need anything else? Link to post Share on other sites More sharing options...
Firefox Posted July 10, 2017 ID:1141679 Share Posted July 10, 2017 Don't worry, your doing great... Now that you have gathered all the logs, and being that the computer had a Trojan, there are left overs that need to be dealt with. The next steps can't be done in this section of the forum due to the tools and procedures that you will have to perform. One of our experts will help you step by step on getting everything resolved, all done for free. Here is what you need to do next. Go to this section HERE, start a new topic there and post the same logs you attached here. One of the experts will pick up your topic and walk you through the process. Thanks Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141683 Share Posted July 10, 2017 Thank you very much. I hope I can follow the next tech. I did not realize the computer was in such bad shape. Link to post Share on other sites More sharing options...
Firefox Posted July 10, 2017 ID:1141690 Share Posted July 10, 2017 The techs there are very good and they give very precise instructions and are easy to follow. If there is anything you don't understand just ask them and they will answer any questions you have. Link to post Share on other sites More sharing options...
rascalphoto Posted July 10, 2017 Author ID:1141692 Share Posted July 10, 2017 Super. Thank you. Link to post Share on other sites More sharing options...
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