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So confused

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So confused

Unread postby Vanilla-krypton » August 11th, 2015, 12:09 pm

So I just got my laptop like two days ago, and my first priority was to download all my sims 2 games, so I did. After downloading them, I played them to see how they ran. They ran like crap. The game didn't freeze or crash, but the graphics were really glitchy. So I tried to find an easy solution online and apparently a lot of people have problems with sims 2 with the graphics card I have. Anyways, I contacted HP to see if they could help me with the graphics card issue because I honestly know nothing about all that stuff. So I go into an online chat with this chick named Febe (A tech support lady) and she asked me to download a program that's like Teamviewer. She starts clicking around on my computer and stuff and then she goes to my program list and she's like, yo you have malware, and I was like what how like I just got this computer and she was like, aye it's chill I can take care of it. So she starts uninstalling it and then she opens up a window and she types in temp and deletes all the files in it and she types in other stuff and deletes all those files too. Then she started changing other stuff that I don't even remember how to get to, and she disabled a bunch of stuff like my firewall and virus protection. So then since she changed all these settings a thing came up and was like aye you gotta restart your computer for all this stuff to activate and save so Febe was like, ok so I'm gonna restart your computer and I'll be here when it starts back up. So I was like, aight cool, but when I started my computer back up she disappeared. So I was like yo how do I find her again, I searched everwhere and I called like three numbers and listened to stupid holding music and got redirected millions of times and wow I've never talked to so many foreigners in my life. So I let this Debjit guy (another support tech) do the teamviewer type thingy on my computer too and he just fiddled around with some settings and honestly he had no clue what he was doing obviously. So then he was like aight it's fixed have a nice day, and I was like um ok thanks. So here I am because I'm pretty sure they jacked up my computer and I don't think they entirely uninstalled the malware so I just wanna be sure that they did. I'm apparently Windows 8.1 so I can't run the dds, but I can run Frst. I'm sorry this is so long but I wanted to really explain my situation. I was like 400,000 characters over the limit so I have to attach my logs.
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Vanilla-krypton
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Re: So confused

Unread postby mAL_rEm018 » August 14th, 2015, 2:56 pm

Please note that all instructions given are customised for this computer only, the tools used may cause damage if used on a computer with different infections.

If you think you have similar problems, please post a log in the Malware Removal forum and wait for help.

Failure to post replies within 3 days will result in this thread being closed.

Hello Vanilla-krypton,

My name is mAL_rEm018, but feel free to call me mAL :). I'm an undergraduate trainee and as such my posts to you have to first be checked by a Teacher, because of this my replies to your posts may be slightly delayed. Please be patient and I'm sure we'll be able to resolve your problems.

Please be aware that removing Malware is a potentially hazardous undertaking. I will take care not to knowingly suggest courses of action that might damage your computer. However it is impossible for me to foresee all interactions that may happen between the software on your computer and those we'll use to clear you of infection, and I cannot guarantee the safety of your system. It is possible that we might encounter situations where the only recourse is to re-format and re-install your operating system, or to necessitate you taking your computer to a repair shop.


Because of this, I advise you to backup any personal files and folders before you start.

To make sure everything goes smoothly, I would like you to observe the following rules:
  • You must have Administrator rights, permissions for this computer.
  • Please reply to this thread. Do not start another topic.
  • Perform all actions in the order given.
  • If you don't know, stop and ask!
  • DO NOT run any other fix or removal tools unless instructed to do so!
  • Don't attempt to install any new software (other than those I ask you to) until your computer is clean.
  • DO NOT post for help at any other forum. Applying fixes from multiple help sites can cause problems.
  • I advise you to print the instructions if possible, since your internet connection might not be available during some of the fixes.
  • Absence of symptoms does not mean that everything is clear, therefore stick with this topic until I give you the "all clear".

I am currently reviewing you logs and will return as soon as possible, with additional instructions. In the meantime I would like you to read and get acquainted with the following topic: HOW TO GET HELP IN THIS FORUM - everyone must read this, where the conditions for receiving help here are explained.
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Re: So confused

Unread postby Vanilla-krypton » August 14th, 2015, 4:16 pm

Alrighty
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Re: So confused

Unread postby mAL_rEm018 » August 17th, 2015, 1:31 am

Hello Vanilla-krypton,

Before we proceed any further it is necessary that you backup your registry in case anything goes wrong.


Backup your registry using TCRB
  • Download TCRB from the following link TCRB
  • Open Tweaking.com Registry Backup.
  • Click on the Backup Registry tab and ensure that all options are checked.
  • Press on Backup Now.
  • Wait until the backup is complete and exit the program.


I noticed that McAfee has not been re-enabled. If you have not already re-enabled it, please follow the steps below..
  • Please navigate to the system tray.
  • Right-click on the McAfee symbol and select Open McAfee Internet Security.
  • Open Navigation.
  • In the Navigation Center select Real-Time Scanning.
  • Click Turn On.


A lot of services on your computer have been disabled with MSConfig. MSConfig should only be used as a troubleshooting tool and if used incorrectly could cause a lot of damage to your computer. In the next step we will re-enable them and we can disable them via other means later if you wish.

  • Open the Start Menu.
  • In the Search Box, type msconfig and press enter.
  • A window will appear, select the General tab.
  • Put checkmark next to Normal Startup.
  • Select Apply and OK.

Please reboot your computer before proceeding with the next steps.


Adwcleaner
  • Please download AdwCleaner to your Desktop from here.
  • Close all your programs and right-click AdwCleaner.exe and select Run as administrator.
  • Click on Scan.
  • After the scan is over, select Logfile.
  • A notepad window will open. Please copy/paste the contents in your next reply.
    Note: do not select Cleaning at this point

I need to see a fresh FRST scan..
  • Right-click FRST64.exe and select Run as administrator.
  • Put a checkmark next to Addition.txt
  • Select Scan.
  • Once the scan is complete two windows will open, FRST.txt and Addition.txt.
  • Please post both logs in your next reply.


    -----------------------------------------
    In your next reply, I would like to see..
    • Did you have trouble performing any of the steps?
    • AdwCleaner log
    • FRST.txt
    • Addition.txt
      Please post everything in the order given.
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Re: So confused

Unread postby Vanilla-krypton » August 17th, 2015, 6:58 pm

Sigh. I don't need help anymore. I'm returning the laptop tomorrow and getting a different one. I'm sorry for wasting your time.
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Re: So confused

Unread postby mAL_rEm018 » August 17th, 2015, 7:09 pm

No problem :) I really appreciate you letting me know. Take care and stay safe!
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Re: So confused

Unread postby Gary R » August 18th, 2015, 1:22 am

As your problems appear to have been resolved, this topic is now closed.

We are pleased we could help you resolve your computer's malware issues.

If you would like to make a comment or leave a compliment regarding the help you have received, please see Feedback for Our Helpers - Say "Thanks" Here.
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