Infected and Malware Premium won't find it

[CarmenN]

I have a cursor exploit on my computer and can't get it off. Have factory reset computer and it's still there. Help me please

 

 

[CarmenN]

There's a file called Windows Explorer and I end tasked it and the screen went black

[1PW]

Hello @CarmenN and :

If the computer can restart Windows® in the normal mode, please do so and continue on. If you are unable to restart the computer in the Windows normal mode, please try restarting in the Windows safe mode and continue on. If the computer does not restart Windows in either mode, please wait for your helper to weigh-in.

While you are waiting for the next qualified/approved malware removal expert helper to weigh in on your topic, and even though you may have run the following Malwarebytes utility, please carefully follow these instructions:

1. Download the Malwarebytes Support Tool.
2. In your Downloads folder, open the mb-support-x.x.x.xxx.exe file.
3. In the User Account Control (UAC) pop-up window, click Yes to continue the installation.
4. Run the MBST Support Tool.
5. In the left navigation pane of the Malwarebytes Support Tool, click Advanced.
6. In the Advanced Options, click only Gather Logs. A status diagram displays the tool is Getting logs from your computer.
7. A zip file named mbst-grab-results.zip will be saved to the Public desktop, please attach that file in your next reply to this topic. Please do NOT copy and paste.

For the short time between when you post the diagnostic logs, and when your helper weighs in, please take no further self-directed remedial actions that will invalidate the diagnostic logs you will have sent.

Thank you.

Edited January 30, 2023 by 1PW

[1PW]

Hello @CarmenN:

Are you still with us?

[AdvancedSetup]

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.

Tips to help protect from infection

Thanks