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Can't highlight, cut, paste, mixed surfing results


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Hi!

If Malwarebytes staff is presently going over my log info report I sent to them, should I be inquiring here too?  Suddenly MicroSoft said I had a virus attack and to download their tools.  I didn't trust the warning since I already have Malwarebytes premium and no warning from them. If I surf in Opera it would have irrelevant search results.  If I went to dogpile then it would have relevant results.  Also with my word processing I can't highlight, cut, and paste, normally.  I have to try several times to highlight before it will correctly, and sometimes I can't even do that and have to retype the words.  I feel bad as I should have tried this forum first before contacting support... it's just I felt my problem was unusual and doing a search at malwarebytes led me here, which is a sign it is unusual.  Thanks for any help.  I might be doing the wrong thing since they are presently going over my data from my log.  Thanks!  Winfred

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Hi Winfred0000.

If you have a Support ticket and an agent is working with you, stick to the ticket please.

It is not a good idea to have active help from 2 parties.

This "virus attack" message, was that shown on a web browser tab ?   a full screen display with  "telephone number "?

 

1 hour ago, Winfred0000 said:

.... they are presently going over my data from my log.  Thanks!  Winfred

Please stick with Support agent.

Sincerely,

Maurice

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I would be interested to review the 2 FRST reports from your machine.  Just to look over.

I have just dealt with a different case who was having Copy > Paste issues.

.

If you have run the Support tool already, you will have a tool named FRSTENGLISH on the Downloads folder.

Go to your Downloads folder using Windows Exploerer  ( File Explorer ).  Look for FRSTENGLISH

 

run report with FRSTENGLISH

Right-click on FRSTENGLISH and select Run as Administrator to start the tool , and reply YES to allow it to proceed and run.

_Windows 8 or 10 users will be prompted about Windows *SmartScreen protection* - click line More info information on that screen and click button Run anyway on next screen._

Click YES when prompted by Windows U A C prompt to allow it to run.
Note: If you are prompted by Windows SmartScreen, click More info & followup & choose Run anyway.


Approve the Windows UAC prompt on Windows Vista and newer operating systems by clicking on Continue or Yes. 

Click Yes when the* disclaimer* appears in FRST.
The tool may want to update itself - in that case you'll be prompted when the update is completed and ready to use.

Make sure that Addition options is *checked* - the configuration should look exactly like on the screen below (do not mark additional things unless asked).
Press Scan button and wait.





The tool will produce three logfiles on your desktop: _FRST.txt_ , _Addition.txt_ 
Click OK button when it shows up. Close the Notepad windows when they show on screen. The tool saves the files.

Please attach these 2 files to your next reply.

Thank you.

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Hi Maurice!

Thanks for taking a look!  It was a full screen warning and I didn't trust it.  I just had another full screen warning but could click out of it.  Besides cut, paste, copy etc. I will go from like a YouTube video to check my emails and when I click to go back to what I was watching it will disappear and I have to find the video again, or even with any site.  If I interrupt what I'm reading or watching to quick click on another tab it will erase it.  Also a folder on my desktop directly under the big red X to close will close the window but will also open the folder that's directly under it.  I didn't know it is not good to go to this forum at the same time Malwarebytes staff is working on my problem.  I sent my log info to them I think about 10AM 7-5-19 and no one has returned any news as of 11:39PM almost 14 hrs ago.  Is that typical?  There was probably a back log of problems they have to solve after July 4th holiday I suppose.  I did my best and that's all I can do.  My email automated response does say if I want I can click on the link for help and try to solve it myself, so that's why you see my thread here.  It's hard to go back, whether in my Open Office word processing or in forums to correct any mistakes.  If I try to highlight one word it will highlight the whole message or page and not let me unhighlight only after maybe a dozen clicks to do so.  Any advice would be appreciated from anyone.  

Thanks for All!

Winfred

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Hi,

You describe a mix of issues.  Different issues.

To start with a false / scam tech support display.  I hope that is all gone now.

On all the others, I would suggest you slow down the number & rate of switching from one program to another.

I tend to prefer to use ALT + TAB keys on keyboard to begin the process of switching from one program to another.

 

As to Support, if you first posted on the 5th, it will take a few more business days before Support gets to your case.  There is reduced staffing due to the July 4th holiday, plus in addition the case loads have increased lately.

 

This case being in Malware removal help section, what I can do is guide you to see whether there is an infection.  If there is one, I can help you on that.

But the first thing needed is a report about the condition of Windows and what is running on it.

We need to get information from this machine in order to have the proper detail to help you forward.
 NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.4.0.615.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

 

Thank you.

Edited by Maurice Naggar
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2 hours ago, Maurice Naggar said:

Hi,

You describe a mix of issues.  Different issues.

To start with a false / scam tech support display.  I hope that is all gone now.

On all the others, I would suggest you slow down the number & rate of switching from one program to another.

I tend to prefer to use ALT + TAB keys on keyboard to begin the process of switching from one program to another.

 

As to Support, if you first posted on the 5th, it will take a few more business days before Support gets to your case.  There is reduced staffing due to the July 4th holiday, plus in addition the case loads have increased lately.

 

This case being in Malware removal help section, what I can do is guide you to see whether there is an infection.  If there is one, I can help you on that.

But the first thing needed is a report about the condition of Windows and what is running on it.

We need to get information from this machine in order to have the proper detail to help you forward.
 NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.4.0.615.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

 

Thank you.

Hi Maurice!

Very nice of you to still hang in there.  Support did send an email about 2 hours ago.  They had already asked me to send them their log on the 5th and I did.  I just emailed today wondering if I'd done something wrong yet also understanding maybe they are working on overload from the holiday because it seemed time had passed and maybe I was lost in the system somehow.  They have had my log since July 5th late morning.  They then said now to turn off my anti-virus and run their "adwcleaner".  I don't know how to turn off my anti-virus and have your Premium and because I have Windows 10 I think they have "Windows Defender" too.  So I answered right away after I was sent the steps for "adwcleaner" and that was 2 or more hours ago and not response.  It is very nice of you to help as I am a writer and can't work on my manuscript because of this. 

It was windows that froze my screen originally and wouldn't let me back out.  I thought it was a scam because I hadn't heard of being trapped into help so I did a forced shut-down.  Ever since I've had this Cut/Paste/select etc. problem.  I also will go from a search result or website to my email, then click to go back to where I had been with my search and it will erase the icon or tab of where I had been.  I now do a trick where I click on the next place I'd saved on my bar that's to the left of where I was and it will erase that and I can then end up were I was but lose one place I'd saved for the future. Also if I click on something with the internet, a window, to close it with big red X it will also call up a file on my desktop that is right behind the red X and never have seen that happen before.  So I think you want me to do what Support had me do once again, send my log, right?  You want me to save my log result and send it to you?  I better do this now with you as I think Support has left me behind in the stampede.  I hope this thread is still open.  I'll proceed with your instructions.  I just tried and clicked to begin with your next step and it won't let me proceed so I better send this and hope you at least get this. I'm afraid with tricky word processing I better send this before I lose it and try your instructions.   

Sincerely,

Winfred    

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3 hours ago, Maurice Naggar said:

Hi,

You describe a mix of issues.  Different issues.

To start with a false / scam tech support display.  I hope that is all gone now.

On all the others, I would suggest you slow down the number & rate of switching from one program to another.

I tend to prefer to use ALT + TAB keys on keyboard to begin the process of switching from one program to another.

 

As to Support, if you first posted on the 5th, it will take a few more business days before Support gets to your case.  There is reduced staffing due to the July 4th holiday, plus in addition the case loads have increased lately.

 

This case being in Malware removal help section, what I can do is guide you to see whether there is an infection.  If there is one, I can help you on that.

But the first thing needed is a report about the condition of Windows and what is running on it.

We need to get information from this machine in order to have the proper detail to help you forward.
 NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.4.0.615.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

 

Thank you.

Hi Maurice!

Strange as it showed an old message I didn't finish with the tricky system now.  I don't remember the log collecting phase taking so long.  When I sent my log to William in Support it seemed it only took a minute where now I'm waiting about 15 minutes for it to finish.  Is that typical, or is it that I have a virus that's effecting it?

Thanks!

Winfred

 

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