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MSE and MB is getting stuck on scans. MSE gets stuck at "hklm/software/clients/startmenuinternet/iexplorer.exe/shell/open/command//"

This all started when I realized I couldn't update Chrome. Downloaded the free trial of MB and now it is stuck too, been at the same spot since last night. I shut it down and restarted the scan and it's stuck again.

Need ideas, tricks or fixes. Thanks!

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Hello. @jessmills :welcome:  My name is Maurice.

I will guide you along on looking for potential malware. Lets keep these principles as we go along.

  • Removing malware can be unpredictable
  • Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
  • Only run the tools I guide you to.
  • Do not run online games while case is on-going. Do not do any free-wheeling web-surfing.
  • The removal of malware isn't instantaneous, please be patient.
  • Please stick with me until I give you the "all clear".
  • Cracked or or hacked or pirated programs are not only illegal, but also will make a computer a malware victim. Having such programs installed, is the easiest way to get infected. It is the leading cause of ransomware encryptions. It is at times also big source of current trojan infections. Please uninstall them now, if any are here, before we start the cleaning procedure.

Your topic will be closed if you haven't replied within 4 days!
If I have not replied to your last post after 36 hours, please then send me a P M.

 

This next tool ought to take something in the range of 15 - 25 minutes tops, depending on hardware speed.
get & run the Malwarebytes MBAR anti-rootkit tool to do 1 run with it.
Disregard the title subject of the topic.Run the MBAR tool as listed here 

https://forums.malwarebytes.com/topic/198907-requested-resource-is-in-use-error-unable-to-start-malwarebytes

  • when done, I need the MBAR logs.
  • Upon completion of the scan or after the reboot, two files named mbar-log.txt and system-log.txt will be created.
  • Both files can be found in the extracted MBAR folder on your Desktop.
  • Please attach both files in your next reply.

 

  • Next, Please  set File Explorer to SHOW ALL folders, all files, including Hidden ones.  Use OPTION ONE or TWO of this article

https://www.tenforums.com/tutorials/7078-turn-off-show-all-folders-windows-10-navigation-pane.html

 [   3    ]

  • I would like a report set for review.   This is a report only.

Please download MALWAREBYRES MBST Support Tool

Once you start it click Advanced >>> then   Gather Logs

 Have patience till the run has finished.

Upload an archive once it is done. Attach the mbst-grab-results.zip from the Desktop.

 

  • Please attach  mbst-grab-results.zip    to your reply , like displayed here.

To send  ( upload)   attachments please click the "ADD Files"  link . Then browse to where your file is located and select it and click the Open button.

 

_mb_attach.jpg

 

The set of data from the report will provide much needed information.

Please always attach reports as we go along. 

There will be lots more to do after this. Stick with me.

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P.S. When running a requested scan, or report, please see to it that most all of your user-app windows are Closed ( as much as possible). That is to say, exit out of programs ( especially web browsers & games & instant messenger apps ) prior to the scan or run. You may of course have this forum's page open. The concept is to minimize the load on system and to minimize potential slowness due to time slicing between open apps.

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Thank you! Next to do 

This will be a check with ESET Onlinescanner for viruses, other malware, adwares, & potentially unwanted applications.

Go to https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

 

It will start a download of "esetonlinescanner.exe"

  • Save the file to your system, such as the Downloads folder, or else to the Desktop.
  • Go to the saved file, and double click it to get it started.

 

  • When presented with the initial ESET options, click on "Computer Scan".
  • Next, when prompted by Windows, allow it to start by clicking Yes
  • When prompted for scan type, Click on Full scan

Look at & tick ( select ) the radio selection "Enable ESET to detect and quarantine potentially unwanted applications" and click on Start scan button.

  • Have patience. The entire process may take an hour or more. There is an initial update download.

There is a progress window display. You may step away from machine &. Let it be.  That is, once it is under way, you should leave it running.  It will run for several hours.

  • At screen "Detections occured and resolved" click on blue button "View detected results"
  • On next screen, at lower left, click on blue "Save scan log"
  • View where file is to be saved. Provide a meaningful name for the "File name:"
  • On last screen, set to Off (left) the option for Periodic scanning
  • Click "save and continue"
  • Please attach the report file so I can review

Next, there are 2 applications that are very very old & are insecure that pose security risks. Please Uninstall both. You can use this how-to-guide

https://www.sevenforums.com/tutorials/77761-programs-features-uninstall-change-program.html

Adobe Flash Player 32 ActiveX
Java 7 Update 1 (64-bit)

Edited by Maurice Naggar
Corrected font issue
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General note: This is a Windows 7 system. Internet Explorer is a old, very obsolete, and insecure web browser. You should not be using it at all. I do notice that Chrome is the default web browser. And this system has also Mozilla Firefox, and what seems like the Edge browser from Microsoft. You are able to use those 3 without hiccup ?

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If it is still "stalled" or "frozen", press and hold the ALT-key on keyboard & then tap the F4 function key to Exit out of that window (app).
By the way, I did not intend that you grab the "Smart Security" app. I rather was intenting that you simply get their "ONLINE Scanner" tool.
Next steps at this point:

This custom script is for  Jessmills  only / for this machine only.

Be very sure to Save any work-files you have open at this point. Close & Save any open edits, if any. Next, a custom script to do  checks & some  cleanups.

We will use FRSTENGLISH  on the Download folder   to run a custom script.    The system will be rebooted after the script has run.

This custom script has some specific things, plus some general aspect to help the system overall.  Hoping it will not exceed 60 minutes in execute time.

NOTE-1:  This script will  run a scan using System File Checker to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. .  It will rebuild the Winsock. 

NOTE-2: It will attempt to gather fuller detail on registry entry for StartMenuInternet. It will attempt top remove 1 very odd Run key.

NOTE-3: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. 

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome,  and Opera  & BRAVE caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

  •  
  • Please be sure to Close any open work files, documents,  any apps you started yourself  before starting this.

 

  • If there are any CD / DVD / or USB-flash-thumb or USB-storage drives attached,  please disconnect any of those.
  • Please save the (attached file named) FIXLIST.txt   to the   Downloads   folder

Fixlist.txt             <<< - - - - -

Then, Start the Windows Explorer and then, go  to the Downloads   folder.


RIGHT click on FRSTENGLISH    and select RUN as Administrator and allow it to proceed.  Reply YES when prompted to allow to run.
  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
IF Windows prompts you about running this, select YES to allow it to proceed.

  • IF you get a block message from Windows about this tool......

               click line More info information on that screen
               and click button Run anyway on next screen.

  • on the FRST window:

Click the Fix button just once, and wait.

frst-fix.jpg.f6a25291b39a03d418acc9a3b7136900.jpg

 

PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. Lots of patience. 
If you receive a message that a reboot is required, please make sure you allow it to restart normally.
The tool will complete its run after restart.
When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.

Please attach the FIXLOG.txt with your next reply later, at your next opportunity.

NOTE: I did not see "banggood" listed as a search engine setting ob Chrome browser. Stick with me. There will be more to do after this.

Edited by Maurice Naggar
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I would recommend getting a readout report as to update the status of some key apps.

                               This tool is safe.   Smartscreen is overly sensitive.

Right-click  with your mouse on the Securitycheck.exe  and select "Run as administrator"   and reply YES to allow to run & go forward
Wait for the scan to finish. It will open in a text file named SecurityType.txt. Close the file.  Attach it with your next reply.
You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt

Edited by Maurice Naggar
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Press ALT+F4 keys to close that run.  Never mind that tool.

  • Consider using PatchMyPC, keep all your software up-to-date - https://patchmypc.com/home-updater#download
  • Let's pause and make time and just get a set of fresh reports to see what is running, what is active. Your machine has the FRSTENGLISH report tool on the Downloads folder. We will use that. Go to Downloads folder. RIGHT-click on FRSTENGLISH and select 
Run as Administrator

and tap ENTER. And reply YES to allow to proceed.  

  •  When the tool opens click Yes to the disclaimer.  And be very sure to TICK the box for Addition.txt
  • Press the Scan button.

_frst_scan.jpg

  • It will make a log (FRST.txt & Addition.txt) in the same directory the tool is run
  • Have patience since the run may take something like 10 or so minutes  (less depending on your hardware speed)
  • Close Notepad IF those show up on Notepad.
  • Just please Attach the 2 files FRST.txt +Addition.txt  with your next reply.
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Thank you for the reports. I am not seeing indications of malware infection.
Lets remember that Microsoft Windows 7 support ended on January 14, 2020.

This custom script is for  Jessmills  only / for this machine only.

Be very sure to Save any work-files you have open at this point. Close & Save any open edits, if any. Next, a custom script to do  checks & some  cleanups.

We will use FRSTENGLISH  on the Download folder   to run a custom script.    The system will be rebooted after the script has run.

This custom script has some specific things, plus some general aspect to help the system overall.  Hoping it will not exceed 60 minutes in execute time.

NOTE-1:  This script will  attempt to remobe 2 obsolete Run settings for 2 apps that no longer are around. This is more like a small housekeeping.

 

 

  • Please be sure to Close any open work files, documents, any apps you started yourself before starting this.

 

  • If there are any CD / DVD / or USB-flash-thumb or USB-storage drives attached,  please disconnect any of those.
  • Please save the (attached file named) FIXLIST.txt   to the   Downloads   folder

Fixlist.txt           <<< - - - - -

Then, Start the Windows Explorer and then, go  to the Downloads   folder.


RIGHT click on FRSTENGLISH    and select RUN as Administrator and allow it to proceed.  Reply YES when prompted to allow to run.
  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
IF Windows prompts you about running this, select YES to allow it to proceed.

  • IF you get a block message from Windows about this tool......

               click line More info information on that screen
               and click button Run anyway on next screen.

  • on the FRST window:

Click the Fix button just once, and wait.

frst-fix.jpg.f6a25291b39a03d418acc9a3b7136900.jpg

 

PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. 
If you receive a message that a reboot is required, please make sure you allow it to restart normally.
The tool will complete its run after restart.
When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.

Please attach the FIXLOG.txt with your next reply later, at your next opportunity.

*

Let me suggest that you get your browsers each, as applicable, to have the Malwarebytes Browser Guard.

See Support article how-to

https://support.malwarebytes.com/hc/en-us/articles/360038520374-Install-Malwarebytes-Browser-Guard

For Firefox, get the Firefox extension.
The Windows EDGE browser is capable of using the same extension as the Chrome one.
Note: If your pc also has Opera or Brave or Vivaldi browser, you can install the Chrome version of the Malwarebytes Browser Guard ( on each as appropriate).

Edited by AdvancedSetup
Corrected font issue
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Okay, Chrome became an extreme pain; wouldn't update and kept locking up.

So, I am on Edge now..I did the above and although you said it would take a while to run this? It took 2 minutes top (it is attached). Every time I have to reboot, pc gets stuck at shutting down and I have to power the pc down to but up. I have tried booting in safe mode and running chkdsk. 

It's my husbands pc and I have told him that Windows 7 is defunct... maybe I should just scrap this pc. I can't even get Chrome to install again. 

Fixlog.txt

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Good run. Lets just gather other reports so I can review.

This Windows operating system is way past its "safe-use" date. It is risky to be using it. We can run a different report and get current information about the  current status of this machine.

This tool will run in Windows , even if you have to do it through an elevated command prompt.

 

  • 1: Please download & Save DDS from this link  and save it to your desktop:

Don't click any flashing ads  ( if any show up).   The download will begin on its own thru your browser.

  • 2: Before running DDS, please disable any security software (excluding Malwarebytes ). If you are unsure of how to disable your security software, please skip this step and continue without doing so.
  • 3: RIGHT-click dds.com and select OPEN.  (If prompted,  reply YES and allow the tool to run.)
  • Next click the Start button.

This scan will produce 2 logs, DDS.txt and Attach.txt, and save them to your desktop.

When the report has finished, the 2 report files will show in your default text application.

Just Close those 2 windows.

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I had meant to mention this earlier.This Windows operating system is way past its "safe-use" date. It is risky to be using it.
Adding another note now.
I just was looking over earlier reports. I notice this is a Dell pc with a i-3 INTEL micro-processor & 6 GB of RAM memory.
This system should be able to be upgraded to Windows 10. From Microsoft and at no cost.
I can guide you on that.
Let me know if you would consider that. The upgrade is possible & should be able to keep what is currently on this rig.
Then later, to see about getting the latest Chrome release ....that is, if you still want to use it. Though in my opinion, it is safer to use the EDGE browser on Windows 10 or the BRAVE browser ( which I have found to be great in that it has good built-in ability to keep out intrusive advertising).

 

Edited by Maurice Naggar
update & added notes
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  • Root Admin

Due to the age of the machine it will not fully, properly support Windows 10. You might be able to put in an SSD and install Windows 10 but it may not work as well as expected.

BIOS: Dell Inc. A09 09/30/2011
Motherboard: Dell Inc. 034W60

 

Edited by AdvancedSetup
Updated information
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@jessmills Good morning. I would mention that I have a Dell Studio 1558 notebook from around 2010 that is running Windows 10. It would be worthwhile to go for the upgrade to Windows 10 on yours. One, you would have a operating system that is supported and it should be without the apparent glitch. Plus you'd gain the enhanced security of the current Windows OS. I will post a later reply with the proposed steps to accomplish the upgrade.
Can you refresh my memory. Is this machine a notebook or is it a desktop type or a mini-tower type ?
Can you look around the case and see if you can spot the Dell sticker with the Dell model information ?

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@jessmills Please download HWiNFO the Professional System Information and Diagnostics program. ( no cost download)
HWiNFO Portable for Windows

Unzip the program to its own folder such as: C:\HWiNFO
Go to the new folder and locate the file C:\HWiNFO\HWiNFO64.exe and double-click to run it.
Click the RUN button.
Ignore the update, click close.
Click on Save Report and choose HTML and click Next, then Finish
By default, it will create a new report named COMPUTER.HTM in the same folder as the program. C:\HWiNFO
Please zip that file and attach it to your next reply.

My hope is to see just exactly what model of Dell hardware this machine is. Plus if I am right, there is a much more recent BIOS you can get & apply from Dell. That alone will get this machine in better stead. Then later I will provide the procedures to get this rig updated to Windows 10.

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