Solve : computer hangs when trying to follow directions for malware removal?

Hi: I don't know how to run it in safe mode. Can you explain that to me please and I will try


DrDHere's how to get into Safe Mode.Hi Dave: I'm just about giving up here. I should say that this is a computer that I use for work. As a virtual employee it's very important to me, as you can imagine. You have been very generous with your time and patient. However,, you and I are in different time zones, I think, so it's like you tell me what to do, and I do it 12 hours later, and then you tell me the next thing, and that takes another 12 hours.

ANYWAY, I can't get the computer to go into Safe Mode. It doesn't really obey commands and stuff.

Question: I have copied all my documents and desktop stuff onto an external drive. Can I just do something like reformat or whatever else would work? Whatever has gotten into the computer is still there after all this time. And I'm ready to try something drastic to fix it.

What do you think?

Dr. DOK: So I was able to start it in Safe Mode. There is not audio. I guess that's normal for safe mode? Is there anything else I should be looking for in particular? It seems to be working at a normal speed.

Thanks. What next?

Dr. D
Quote

Can I just do something like reformat or whatever else would work? Whatever has gotten into the computer is still there after all this time. And I'm ready to try something drastic to fix it.

Yes, a system recovery should take your computer back to the day it was purchased. If you don't have the OS disk here's some information that may be helpful.
Also here.Hi: did you see the note that said that it works fine in safe mode? Will system recovery still be the best thing to do?

thanks

Dr. DQuote

Hi: did you see the note that said that it works fine in safe mode? Will system recovery still be the best thing to do?

Only a mimimal amount of services run in Safe Mode. That's why it worked better in safe mode.

Download Process Explorer: http://technet.microsoft.com/en-us/sysinternals/bb896653.aspx
Unzip ProcessExplorer.zip, and double click on procexp.exe to run the program.
Click on VIEW > Select Colunms.
In addition to already pre-selected options, make sure, the Command Line is selected, and PRESS OK.
Go File>Save As, and save the report as Procexp.txt.
Attach the file to your next reply.Dave: In safe mode I don't have any internet to do the things you mentioned. Outside of Safe Mode, I don't think I can actually do all of that. I'm a bit stumped.

Dr. DQuote from: Drd on February 11, 2014, 09:04:56 AM

Dave: In safe mode I don't have any internet to do the things you mentioned. Outside of Safe Mode, I don't think I can actually do all of that. I'm a bit stumped.

Dr. D

If you can't access the internet with your infected computer you will have to download and transfer any programs to the computer you're using now and transfer them to the infected computer with a CD-RW or a USB storage device. I prefer a CD because a storage device can get infected. If you use a storage device hold the shift KEY down while inserting the USB storage device for about 10 secs. You will also have to transfer the logs you receive back to the good computer using the same method until we can get the computer back on-line.
Thanks, Dave. I will try this.

Dr. D