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desktop unavailable, folders not opening - please help

Discussion in 'Virus & Other Malware Removal' started by kb2577, Apr 6, 2012.

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  1. kb2577

    kb2577 Thread Starter

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    Hi,

    I turned my computer on a few days ago after updating Divx which I think could be the problem and now a message pops up on start up it says

    location is not available c:\windows\system32\config\systemprofile\desktop refers to a location that is unavailable.

    I have tried downloading the programs recommended above but I am unable to save them in the default location.

    An error message came up

    DivX Update.exe Bad Image
    c:\windows\system32\NLAapi.dll...

    Please can anyone help me?

    Thank you

    Kelly
     
  2. kb2577

    kb2577 Thread Starter

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    I have tried to download the programs again. I was able to save Hijack this & DDS bu sUB's in my user folder but when I try to open the .exe files it says "choose which program you want to open these..." and I don't know what to do.
    Thanks,
     
  3. eddie5659

    eddie5659 Moderator Malware Specialist

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    Hiya and welcome to Tech Support Guy :)

    Please download exeHelper to your desktop.
    If your AV program throws up a warning about the program, ignore the warning. Some AV's flag this program because of how it works... that's all.
    • Double-click on exeHelper.com to run the fix.
    • A black window should pop up, press any key to close once the fix is completed.
    • Post the contents of exehelperlog.txt ( Will be created in the directory where you ran exeHelper.com and should open at the end of the scan)
    Note : If the window shows a message that says "Error deleting file", please re-run the program before posting a log - and post the two logs together ( they will both be in the one file ).

    In your next reply, please submit:
    exehelperlog.txt

    eddie
     
  4. kb2577

    kb2577 Thread Starter

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    Thank you!
    I've downloaded the exehelper file to my computer (not able to save to the desktop) but I am unable to open it. The file type is "file" and it asks me to choose which program I want to use to open the file.
    What should I do now?
    Thanks,
    Kelly
     
  5. eddie5659

    eddie5659 Moderator Malware Specialist

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    Okay, see if this one works. If not, we'll try something else :)


    This tool will reset your exe file associations to default.

    Please download exe_fix to your desktop. (Use your flash drive to transfer it)

    Double click on exe_fix.com to run it.

    Type the number 1 at the prompt and allow the tool to run.

    This should allow you to run .exe files.
     
  6. kb2577

    kb2577 Thread Starter

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    I can download it to the flash drive but when I try to drag it to the desktop it doesn't appear.
    If I go to the desktop folder I can see that the file is there but it won't open.

    Thanks :)
     
  7. eddie5659

    eddie5659 Moderator Malware Specialist

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    Okay, lets try this instead :)


    Note: If using Firefox right-click on any download links and choose Save As

    Please download OTH to your desktop
    Please download OTL to your desktop

    Double click the OTH file to run it and click Kill All Processes, your desktop will go blank.

    [​IMG]

    Then select Start OTL. OTL will now run

    • Click the Quick Scan button. Do not change any settings unless otherwise told to do so. The scan wont take long.
      • When the scan completes, it will open two notepad windows. OTL.Txt and Extras.Txt. These are saved in the same location as OTL.
    • Click the Internet Explorer button, post these logs in your Virus Removal topic.

    eddie
     
  8. kb2577

    kb2577 Thread Starter

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    Hi Eddie,
    I've downloaded them to my USB but when I drag them over they don't appear on the desktop.'
    I can place them in the desktop folder but when I double click on OTH to open it it says
    "Choose the program you want to use to open this file"

    Thanks for your time.
    Kelly
     
  9. eddie5659

    eddie5659 Moderator Malware Specialist

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    Can you delete the two you have on the computer, and on the good computer, can you rename the files:

    OTH.scr to csrss.scr
    OTL.scr to explorer.scr

    Then, copy them across and put them in a folder on the Destop, and see if they will run.

    eddie
     
  10. kb2577

    kb2577 Thread Starter

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    Thanks Eddie,
    I have renamed the files on my usb. I transfered them to a new folder in my desktop folder but they don't appear on the actual desktop. When I tried to open them from the folder in my desktop folder the following message appeared.

    "The dependency service or group failed to start"

    Thanks again for your continued help with this.
     
  11. eddie5659

    eddie5659 Moderator Malware Specialist

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    Does it say anything else, as in what service/group it needs? We'll get this working if it kills me :p

    Hmm, just had another look. Whilst I look into this, can you delete them, and on the oiginal files, rename them to

    OTH.scr to football.scr
    OTL.scr to tennis.scr

    and try again. If still no joy, I'll look at other options :)
     
  12. kb2577

    kb2577 Thread Starter

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    no, it doesn't say anything else. just the file name and a red cross.
    i've tried football & tennis to no avail.
    thamks Eddie
     
  13. eddie5659

    eddie5659 Moderator Malware Specialist

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    Okay, can you download the attached file to your clean computer, and then see if the following works.

    To get it uploaded here I have zipped it up. If you open up the zip on your clean computer, and extract the file it will be called this:

    UnHookExec.inf

    However, by default Windows hides known file extensions, so this is in fact:

    UnHookExec.inf.txt

    And looks like a Notepad file.

    So, on your infected computer, can you open up Windows Explorer, and at the top in the menu select Tools | Folder Options.

    In there, click on the View tab, and untick Hide Extensions For Know File Types, Apply and OK.

    Now, place your UnHookExec file on the computer, either in a folder or in the C drive itself.

    Then, right-click on it and select Rename.

    Delete the .txt extension, and press Enter. A box will appear saying this can cause problems etc, just say Yes, and it will change to UnHookExec.inf

    Right-click the UnHookExec.inf file and click install. (This is a small file. It does not display any notice or boxes when you run it.)

    Then see if that helps. A reboot may be needed.

    eddie
     

    Attached Files:

  14. kb2577

    kb2577 Thread Starter

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    Hi Eddie,
    I followed all of the steps above. When I tried to put the file into the c drive an error appeared..."DEstination folder access denied You'll need administrator permission to copy to this folder" I clicked continue but nothing happened so I put it in a folder in user folder then right click, install (I didn't have to rename the file) and "The dependency service or group failed to start"

    THanks for your help! Sorry for the late reply (managing 2 little ones)
     
  15. eddie5659

    eddie5659 Moderator Malware Specialist

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    Are you the Admin on the computer? Also, did you mean that the "The dependency service or group failed to start" error popped up when trying to run the UnhookExec.inf?
     
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