SusanL Posted October 19, 2017 ID:1174208 Share Posted October 19, 2017 I'm running Windows 10, 1703 - Toshiba Laptop with 8 GB RAM. Often the icons don't respond when I try to open a program. Sometimes an hourglass appears and I can do nothing until that goes away. Sometimes Ctrl+Alt+Del is needed to get to TaskManager. I've run Malwarebytes and there don't appear to be any infections. I've kept all of my programs updated, including Windows. There don't seem to be any programs showing in AppData that shouldn't be there. Can you possibly find something? Or should I simply reformat/reinstall Windows? I'd rather not. SusanL Link to post Share on other sites More sharing options...
kevinf80 Posted October 19, 2017 ID:1174229 Share Posted October 19, 2017 Hello SusanL and welcome to Malwarebytes, Follow the instructions at this link and post the requested logs: https://forums.malwarebytes.com/topic/9573-im-infected-what-do-i-do-now/ Thank you, Kevin Link to post Share on other sites More sharing options...
Bobbie2836 Posted October 20, 2017 ID:1174641 Share Posted October 20, 2017 I'm responding for SusanL. Her computer has quit completely. If she gets it going again, she'll follow those instructions, unless she's had to get a complete clean install. Thank you, Bobbie2836 Link to post Share on other sites More sharing options...
kevinf80 Posted October 21, 2017 ID:1174702 Share Posted October 21, 2017 Hello Bobbie2836, Thanks for the update on SusanL, what exactly is happening with her PC, does it not boot at all. We can use Recovery environment to run FRST via aUSB flashdrive. Let me know if further help is needed. Regards, Kevin... Link to post Share on other sites More sharing options...
Bobbie2836 Posted October 21, 2017 ID:1174812 Share Posted October 21, 2017 I believe it told her 'no boot manager' She had purchased a protection plan thru Office Depot, but they said this issue wasn't covered and were going to charge her $180 to reinstall Windows. She left with her laptop and we'll try other methods. Thanks Bobbie2836 Link to post Share on other sites More sharing options...
kevinf80 Posted October 21, 2017 ID:1174817 Share Posted October 21, 2017 (edited) Hello Bobbie2836, Can you get SusanL to follow these instructions, she will need a USB flashdrive to run FRST scan.. 4 GB size if possible... Please download Farbar Recovery Scan Tool from here:http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/ save it to a USB flash drive. Ensure to get the correct version for your system, 32 bit or 64 bitNote: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version. Plug the flash drive into the infected PC. We now need to access the Recovery Environment so that we can run a scan with FRST.... To enter the Recovery Environment with Windows 10, follow the instructions in This Tutorial on TenForumsNote: If you can't access the Recovery Environment using the method above, you'll need to create a Windows installation or repair media. It can be made on the computer itself or another one running the same version of Windows as the one you plan to use it on. For more information, check out This Tutorial on TenForums. From the Windows 10 Tutorial you should get access to the Advanced Startup Options at boot for Windows 10 From that window select "Troubleshoot" From the next window select "Advance Options" From that Window select "Command Prompt" Ensure to plug the flash drive into a USB port... You should now be in Recovery Environment with the Command Prompt Window open...... Continue with the following: Select Command Prompt In the command window type in notepad and press Enter. The notepad opens. Under File menu select Open. Select "Computer" and find your flash drive letter and close the notepad. In the command window type E:\frst64 or E:\frst depending on your version. Press Enter Note: Replace letter E with the drive letter of your flash drive. The tool will start to run. When the tool opens click Yes to disclaimer. Press Fix button. It will make a log (Fixlog.txt) on the flash drive. Please copy and paste it to your reply. Thank you, Kevin... Edited October 21, 2017 by kevinf80 typing error Link to post Share on other sites More sharing options...
Bobbie2836 Posted October 22, 2017 ID:1174981 Share Posted October 22, 2017 We were able to copy her data and do a clean install of Windows 10. All is well now, and she's happy. And no $180 bill :-) Thanks Bobbie2836 Link to post Share on other sites More sharing options...
kevinf80 Posted October 22, 2017 ID:1174986 Share Posted October 22, 2017 That is excellent news Bobbie2836, good to hear you`ve got the problem sorted.... Regards, Kevin... Link to post Share on other sites More sharing options...
kevinf80 Posted October 30, 2017 ID:1177265 Share Posted October 30, 2017 Glad we could help. :)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! Link to post Share on other sites More sharing options...
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