john2054 wrote:Can we fix this issue with my antivirus software before continuing please?
Thank you for letting me know about this issue. Browsing the web without a working antivirus is an easy way to get infected so we will definitely fix this first.
john2054 wrote:What would you recommend to do this??
The easiest way is to uninstall and reinstall AVG.
Step one...
Uninstall and Reinstall AVG
- Press the Windows Key + R.
- Enter appwiz.cpl into the text box and click OK.
- Locate the following programs:
AVG
AVG Protection - Press the Uninstall or Uninstall/Change button and carefully follow any prompts to uninstall the program.
- Take care to read through any prompts completely! Some uninstallers may attempt to trick you into keeping the program.
- Do this for every program listed.
- Don't worry if you can't find one of the programs. Just be sure to let me know in your reply.
- Once finished reboot your computer.
Download the current copy of AVG from HERE. Double-click the instller and follow any prompts to install the program. If you have a paid license you may have to reactivate it.
If the problem persists let me know. Otherwise, we can contiue with ESET. I'd like a new JRT log as well.
Step two...
Junkware Removal Tool (JRT)
- First, if you already have any copies of JRT.exe delete them.
- Please download Junkware Removal Tool (JRT) by Malwarebytes.
- Close all open programs.
- Right click on JRT.exe and select Run as administrator.
- When the tool loads press any key to start the scan.
- When JRT finishes it will open a log in Notepad, JRT.txt. Copy and paste the contents in your reply.
Step three...
ESET Online Scanner
NOTE: ESET Online Scanner can be run from Internet Explorer, Firefox, or Chrome.
- First please disable any antivirus you have active, as shown in this topic.
- Close all open programs and windows.
- Open your browser by right clicking and selecting Run as administrator.
- Go to the ESET Online Scanner site.
- Click on the green Run ESET Online Scanner button.
- If using Firefox or Chrome, you will need to download a small utility.
Double-click esetsmartinstaller_enu.exe to run it.
- If using Firefox or Chrome, you will need to download a small utility.
- Check the box to agree to the terms of use and click Start.
- If using Internet Explorer, click Install when prompted to install the add-on.
- Check Enable detection of of potentially unwanted applications.
- Click Advanced settings.
- UNCHECK Remove found threats.
- Ensure the following are checked:
- Scan archives
- Scan for potentially unsafe applications
- Enable Anti-Stealth technology
- Click Start.
- ESET Online Scanner will download its virus signature database then automatically start the scan.
The scan will take a while. Please be patient and do not use your computer during the scan. Some people find it best to let the scan run overnight. - When the scan completes press the text:
- Press the text: then save the file to your desktop as ESETScan.txt.
- Press the Back button then press the Finish button.
- Copy and paste the contents of ESETScan.txt in your next reply.
Note: If no threats are found, there is no option to create a log. Just report back to me there was nothing found.
Step four...
Windows 10 by default comes with additional "virtual desktops". Let's check those to see if your icons got moved to one of them.
How To Hide/Show All Icons on the Desktop
- Right click or press and hold on your desktop (Shift+F10)
- Click/Tap on View
- Click/Tap on Show desktop icons to check it (or uncheck if you would like to hide icons) afterwards.
Note: Existence of mark is system default setting!
Check Alternate Desktops
- Click on the Task View button (it is the right one in this picture).
- Above the task bar towards the middle of the screen you should see Desktop 1, Desktop 2, etc.
- Click on each and see if your icons appear in any of them.
- Once finished click Task View again to return to your Desktop.
Step five...
Please answer this question: how many monitors are connected to your computer?
Please post each log separately to prevent it being cut off by the forum post size limiter.
Check each after you've posted it to make sure it's all present, if any log is cut off you'll have to post it in sections...
In your next reply please include:
- Did you have any problems with the instructions?
- JRT.txt
- ESETScan.txt
- Was the Show Icons box checked? If not did checking it restore your desktop?
- Were your icons present on any of the other desktops?
- An answer to my question about monitors.
- Are there any changes in computer behavior?