Malware will not run and can not remove

[JudyOO]

I think my computer is infected with downloadmyinboxhelper.com. The computer is extremely slow and I have difficulty opening large programs.

I have run FRST I am not sure what files you need to help me. I have submitted a ticket, but am unsure when I may get a response. Thank you for any help you may give me.

[Malwarebytes]

***This is an automated reply***

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[exile360]

Greetings,

Rather than tie up more resources on a single system which could be confusing, both for yourself as well as those attempting to assist you, you should just await a response to your ticket that you submitted.  They should respond soon via email, just be sure to check your spam/junk folder in case their responses get placed there by mistake.

If you would rather seek assistance here on the forums only then you should read and follow the instructions found in this topic and then create a new topic in the malware removal area including the requested logs and information by clicking here and one of our malware removal specialists will assist you as soon as one becomes available.

Regardless of which you choose, I am certain that your system will get cleaned because those that work both the helpdesk and here on the forums are very good at what they do  

If there is anything else we might assist you with please let us know.

Thanks

[JudyOO]

Thank you. I am not normally on impatient person, but I seriously need to work on completing my taxes which are due October 15, 2018. I don't dare to try to work on them until I have this problem fixed.  I have not been available to work on them for 6 weeks due to an ill relative. I will try to wait on the respose to my ticket. Thank you for your your help. 

[exile360]

No problem at all, I understand completely.  I'm certain you'll receive a response soon, however if you haven't heard from anyone by tomorrow afternoon, go ahead and respond to this topic to let me know and create a thread in the malware removal area and I'll make certain you receive a prompt reply, but it probably won't be necessary.

[Ried]

Hello Judy,

Your ticket is being worked on and I can see that the mb-support tool logs just came in yesterday.  I'm sure the Agent will get to your ticket as soon as they can today.