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Hi,

Having massive issues with my windows 7 laptop. I tried to login and it was stuck on the windows loading icon (>1 hour) before booting into a black screen showing just the mouse pointer which I could move around. 

Tried to boot it into safe mode but the exact same thing happened. I can get into the system recovery tool so tried a system restore but no matter what point in time I choose it fails. Trying to boot in to the last known good config also fails to produce a result. 

I can open the cmd prompt but don’t really know where to go from here. Considered downloading a win 7 iso image from them but as the product key on the back of the laptop comes up as (essentially) “this a pre installed key, please get in touch with your provider”. 

 

Please help!

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Hi Smegward :)

My name is Aura and I'll be assisting you with your malware issue. Since we'll be working together, you can call me Aura or Yoan, which is my real name, it's up to you! Now that we've broke the ice, I'll just ask you a few things during the time we'll be working together to clean your system and get it back to an operational state.

  • As you'll notice, the logs we are asking for here are quite lenghty, so it's normal for me to not reply exactly after you post them. This is because I need some time to analyse them and then act accordingly. However, I'll always reply within 24 hours, 48 hours at most if something unexpected happens
  • As long as I'm assisting you on Malwarebytes Forums, in this thread, I'll ask you to not seek assistance anywhere else for any issue related to the system we are working on. If you have an issue, question, etc. about your computer, please ask it in this thread and I'll assist you
  • The same principle applies to any modifications you make to your system, I would like you to ask me before you do any manipulations that aren't in the instructions I posted. This is to ensure that we are operating in sync and I know exactly what's happening on your system
  • If you aren't sure about an instruction I'm giving you, ask me about it. This is to ensure that the clean-up process goes without any issue. I'll answer you and even give you more precise instructions/explanations if you need. There's no shame in asking questions here, better be safe than sorry!
  • If you don't reply to your thread within 3 days, I'll bump this thread to let you know that I'm waiting for you. If you don't reply after 5 days, it'll be closed. If you return after that period, you can send me a PM to get it unlocked and we'll continue where we left off;
  • Since malware can work quickly, we want to get rid of them as fast as we can, before they make unknown changes to the system. This being said, I would appreciate if you could reply to this thread within 24 hours of me posting. This way, we'll have a good clean-up rhythm and the chances of complications will be reduced
  • I'm against any form of pirated, illegal and counterfeit software and material. So if you have any installed on your system, I'll ask you to uninstall them right now. You don't have to tell me if you indeed had some or not, I'll give you the benefit of the doubt. Plus, this would be against Malwarebytes Forums's rules
  • In the end, you are the one asking for assistance here. So if you wish to go a different way during the clean-up, like format and reinstall Windows, you are free to do so. I would appreciate you to let me know about it first, and if you need, I can also assist you in the process
  • I would appreciate if you were to stay with me until the end, which means, until I declare your system clean. Just because your system isn't behaving weirdly anymore, or is running better than before, it doesn't mean that the infection is completely gone
    This being said, I have a full time job so sometimes it'll take longer for me to reply to you. Don't worry, you'll be my first priority as soon as I get home and have time to look at your thread


This being said, it's time to clean-up some malware, so let's get started, shall we? :)

Follow the instructions in the thread below, and provide me both FRST logs (FRST.txt and Addition.txt) and the Malwarebytes log. You can attach them in your next post, or copy/paste their content.

https://forums.malwarebytes.com/topic/9573-im-infected-what-do-i-do-now/

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Hi Aura,

Thanks for getting back to me. I’ll try and get that info for you tomorrow once i find a flash drive to transfer the logs to a computer I can upload them from. 

I’m on UK time so I don’t know how far apart we are in terms of time zones but just thought I’d let you know! 

Thanks again Aura!

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Hi Aura,

I have managed to download both piece of software but I have only been able to run FRST and even then it didn't give me the check box for the additional.txt file.

I have attached the one report that was run.

At present I am not able to get to the desktop in regular or safe mode.  The only function I can get to is Cmd Prompt.  I tried installing MalwareBytes on a flash drive and can open it on my partners laptop but when I try to run it from Cmd Prompt I got a "The subsystem needed to support the image type is not present." message.

Hopefully this one report is of some assistance!

Thanks again!

FRST.txt

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OH, you are in the Windows RE. I thought you were in Safe Mode with Command Prompt, my bad.

I don't see any traces of infection in your logs, so your issue is more of a misconfiguration/failure one than anything else. What I would do, personally, is to download a Windows 7 .iso, create an installation media with it, and do a Repair Install (also known as an in-place upgrade).

If you boot your computer normally, and wait for the cursor (mouse) to appear, are you able to press on Ctrl + Alt + Del, and then bring up the Task Manager?

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Good news! So I turned it on to boot normally and it did it's usual sitting on a blank screen.  Hit Ctrl+Alt+Del and walked away when it did nothing and when I came back half an hour later it was sat on the logon screen (despite when I initially posted having sat for over an hour and then giving up!).

Given the opportunity I have run all the reports you asked for which should hopefully be attached and I have also made a repair disc.  Is there any way to create an ISO image you mentioned?

 

Addition.txt

FRST.txt

malwarebytes report.txt

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In that case, one of your startup program and/or service is causing the blank screen issue. Sadly, the troubleshooting process for this issue can take a while. You'll have to re-enable every third-party program and service one by one (though you can enable them in batch as well) and see if the issue comes back or not. If it does, the last program/service you enabled is most likely the culprit.

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Due to the lack of feedback, this topic is closed to prevent others from posting here.

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 topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Thanks

 

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