Nothing I do will get rid of this virus I have... Please help?

[RedBlazed]

I have downloaded and tried so many scans that I have seen other people say to try. Nothing is helping. I noticed while playing any game online that every few seconds everything would drag and freeze up. Then I noticed my browser redirecting to Bing when I would search from the address bar, it would briefly show "extensions.citypage.today". Finally I discovered igfxmtc.exe in the task manager, and when the computer would drag there would be multiple processes running called "Windows Process Manager" (in details it is showing reihkdp.exe). I can not end the processes, I can not open or delete the folder for the the file location... NOTHING is working... I'm freaking out, because I just got this new computer a few days ago as a gift for Christmas, so me and my boyfriend could finally game together smoothly... and now I have this stupid virus!! Please, is there anything I can do to remove this?

 

Btw, several anti-malware programs that some websites have said to use to get rid of this will not install or even open. It's like it is blocking the things designed to remove it. 

Edited December 22, 2017 by RedBlazed

[kevinf80]

Hello RedBlazed and welcome to Malwarebytes,

What you describe seems to indicate that you have smartservice infection..... You will need USB flash drive with value 4GB or above, also access to another clean PC... If you have those do the following:

Boot up your spare PC plug in the flash drive and carry out quick format option... Next, On that same PC downoad and save FRST to same Flash drive, make sure to get the correct version, if you are unsure d/l and save both, only the correct one will run. Do not plug Flash Drive into sick PC until booted to Recovery Environment. http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/ Next, Boot sick PC to Recovery Environment, if you are unsure of that action have a read at the following link, maybe bookmark for future reference... https://www.tenforums.com/tutorials/2294-boot-advanced-startup-options-windows-10-a.html Next, 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" or "My PC" 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 Scan button. It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply. Next, Boot back to Normal Windows on sick PC and run FRST as follows: Download Farbar Recovery Scan Tool and save it to your desktop. Alternative download option: http://www.techspot.com/downloads/6731-farbar-recovery-scan-tool.html Note: You need to run the version compatible with your system (32 bit or 64 bit). 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. If your security alerts to FRST either, accept the alert or turn your security off to allow FRST to run. It is not malicious or infected in any way... Be aware FRST must be run from an account with Administrator status...   Double-click to run it. When the tool opens click Yes to disclaimer.(Windows 8/10 users will be prompted about Windows SmartScreen protection - click More information and Run.) Make sure Addition.txt is checkmarked under "Optional scans" Press Scan button to run the tool.... It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply. The tool will also make a log named (Addition.txt) Please attach that log to your reply. Let me see those three logs in your reply... Thank you, Kevin

[kevinf80]

Any progress..?

[RedBlazed]

Yeah, since my laptop was relatively new, I just reset it to factory default. I didn’t have a flash drive handy... So that’s the only option I could think of for me. 

[kevinf80]

Yes those are the only two options for smartservice infection, the one I described or the one you did, full reset... Thanks for letting me know the outcome...

Read the following links to fully understand PC Security and Best Practices, you may find them useful.... Answers to Common Security Questions and best Practices Do I need a Registry Cleaner? Take care and surf safe Kevin...

 

 

 

[kevinf80]

Glad we could help.

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Thanks