No google,gmail,web pages won't open

[reyne]

toshiba laptop L500 2yrs old. windows 7 premium, up until 2 days ago it started when i couldn't access windows updates, error #80070422, tried to do restore point, error #81000203 with 'error in the property page' msg. google search won't open pages just spinnng wheels, unable to open gmail, it appears to start to load but nothing. other programs not requiring google or other search providers are running o.k. at this time. i've no idea as to what has happened & i need help please. look forward to any & all help. thank you. reyne.

 

[dvk01]

that suggests a Trojan or virus
follow advice here and post the logs those programs make

 

[reyne]

to dvkO1, i'm truly sorry, i sent reports of logs that you asked for but i sent them in an email which will not be answered & i'm having trouble sending same 'logs' here in this instance so not to sure if you will get the information. as i've said, 'computer pyqmy' when it comes to more than opening an email. i am trying as i really need your help.how do i add logs here? thank you. reyne.

 

[dvk01]

Please download Junkware Removal Tool to your desktop.

• Shut down your protection software now to avoid potential conflicts.
• Run the tool by double-clicking it. If you are using Windows Vista, 7, or 8; instead of double-clicking, right-mouse click JRT.exe and select "Run as Administrator".
• The tool will open and start scanning your system.
• Please be patient as this can take a while to complete depending on your system's specifications.
• On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
• Post the contents of JRT.txt into your next message.

 

[reyne]

thank you for interrupting your christmas day to give me help. enclosed is 'jrt' log. do i turn software back on? does it look like you may be able to fix up this mess i've got? thank you. reyne

 

[dvk01]

that cleared quite ait

did it cure it all

next step
Run tdss killer from http://support.kaspersky.com/viruses/solutions?qid=208280684

let it cure anything it fnds ( except SPTD.SYS or anything detected as UnsignedFile.Multi.Generic, which should be ignored) & then reboot

post back with its log

By default, the utility outputs the log into system disk (it is usually the disk with installed operating system, C:\) root folder.
Logs have names like: UtilityName.Version_Date_Time_log.txt.
E.g. C:\TDSSKiller.2.4.7_23.07.2010_15.31.43_log.txt

 

[reyne]

hi, unfortunately no luck yet. here's hoping for some light on problem. reyne.

 

[dvk01]

that didn't find anything wrong
lets see what this might be able to do

Delete any existing version of ComboFix you have sitting on your desktop

Please read and follow all these instructions very carefully​

Do not edit or remove any information or user names etc, otherwise we cannot fix the problem. If you insist on editing out anything then I will close the topic & refuse to offer any help.

Download ComboFix from Hereto your Desktop.

**Note: It is important that it is saved directly to your desktop and run from the desktop and not any other folder on your computer**
--------------------------------------------------------------------
1. Close/disable all anti virus and anti malware programs so they do not interfere with the running of ComboFix.

• Very Important! Temporarily disable your anti-virus and anti-malware real-time protection and any script blocking components of them or your firewall before performing a scan. They can interfere with ComboFix or remove some of its embedded files which may cause "unpredictable results" or stop combofix running at all
• Click on THIS LINK to see instructions on how to temporarily disable many security programs while running combofix. The list does not cover every program. If yours is not listed and you don't know how to disable it, please ask.
• Remember to re enable the protection again after combofix has finished

--------------------------------------------------------------------
2. Close any open browsers and any other programs you might have running

Double click on renamed combofix.exe & follow the prompts.​

If you are using windows XP It might display a pop up saying that "Recovery console is not installed, do you want to install?"
Please select yes & let it download the files it needs to do this. Once the recovery console is installed Combofix will then offer to scan for malware. Select continue or yes.
When finished, it will produce a report for you.
Please post the "C:\ComboFix.txt" for further review


****Note: Do not mouseclick combofix's window while it's running. That may cause it to stall or freeze ****

Note: ComboFix may reset a number of Internet Explorer's settings, including making it the default browser.
Note: Combofix prevents autorun of ALL CDs, floppies and USB devices to assist with malware removal & increase security.Read HERE why we disable autoruns

Please do not install any new programs or update anything (always allow your antivirus/antispyware to update) unless told to do so while we are fixing your problem. If combofix alerts to a new version and offers to update, please let it. It is essential we always use the latest version.

Please tell us if it has cured the problems or if there are any outstanding issues

*EXTRA NOTES*

• If Combofix detects any Rootkit/Bootkit activity on your system it will give a warning and prompt for a reboot, you must allow it to do so.
• If Combofix reboot is due to a rootkit, the screen may stay black for several minutes on reboot, this is normal
• If after running Combofix you receive any type of warning message about registry key's being listed for deletion when trying to open certain items, reboot the system and this will fix the issue (Those items will not be deleted)

Post the log in next reply please...

 

[reyne]

to dvk01, reading last msg. i felt as if i was being chastised for not following instructions. why would i do this as i'm trying to get laptop sorted. as for downloading, i told you i'm unable to open 'any' web pages on laptop so i have to get programs to load to 'usb' on my 'acer' then run then on 'toshiba' load results back to 'usb' then send all information to you via 'acer'. if you see me doing things wrong then perhaps you can tell me quietly, not in red capitals. thought that was yelling. i'm not that stupid to try & sabotage my own machines & i'm not anywhere computer literate, i'm doing my best. do hope log helps you to help me. will let you know if i see any positive action. thank you for your assistance. reyne.

 

[dvk01]

that isn't showing anything wrong either

I don't see what you are seeing as insulting you or shouting at you. The highlighted portions of the Combofix instructions are like that for everybody, to draw attention to those very important parts

I think the only thing that you can do here is restore the laptop to factory settings

 

[reyne]

to dvk01,
thank you for all your assistance & apologies if i read things wrong. are you able to help with restoring settings or would i better contacting someone over here to talk me through it. can i do a partial reset or is it total or nothing. reyne.

 

[dvk01]

It is probably safer & better to do a full restore or reset
You can try a non destructive restore, which is supposed to save all personal files and settings and only reinstall windows, but it does depend on the restore discs that came with your computer, how efficient or effective that is
I would normally back up any documents, pictures, movies, music etc that you need or want to keep to either DVD or external hard disc or even a USB thumb drive & then use the laptops inbuilt restore to factory settings to put it back to the pristine state it was when you got it

 

[reyne]

to dvk01,
there was no restore discs that came with laptop, they no longer give you anything, they leave it up to the poor unsuspecting buyer to know what they are doing & make their own recover discs. boy were they wrong as far as me so i guess it's back to the raw state then to the 'pristine' state as you put it.
many thanks for all your help. bye for now. reyne.

 

[dvk01]

has it got a restore partition then, you can normally get to it by following this ( or something very similar)
1. Restart the computer.

2. Repeatedly tap the F8 key until you see the Advanced Boot Option Screen.

3. Select Repair Your Computer and hit Enter.

4. Select your country >> OK.

5. On the System Recovery Options Screen select Restore Application.

6. Follow the on-screen instructions.

8. When prompted, select on "Full Factory Recovery"

9. Select Next >> Yes.

10. After a couple of minutes the recovery will be completed.

or the other version of that is here
http://aps2.toshiba-tro.de/kb0/HTD7C02140000R01.htm ( press & hold the 0 key when booting to get to recovery options )

 

[reyne]

dvk01,
back again. did the reset yesterday, your guide was very helpful as was all of your responses. didn't realise how slow my laptop was running so will try & take things with caution. thanks again.