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Computer Security & Viruses/virus on son's computer after installing McAfee
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Question
48 hours ago, my son bought and downloaded McAfee Security and almost exactly 24 hours later computer had a critical system shutdown.
When he rebooted a message from McAfee popped up saying that he had a trojan.
There were two options - "reboot and run virus scan", and the other was
"ignore".
He rebooted and ran virus scan, and when the computer restarted, the Windows XP
screen looked like a very old version of Windows, no programs will run including McAfee Security. The graphics setting maximum color is 16 Bit, the sound doesn't
work, no internet browers will open, and the network connections settings show an empty folder.
Spent almost 3 hours with mcafee tech support. We have rebooted in safe mode to try to access system restore, but get message that "systme restore" cannot protect his computer. McAfee wanted $89.95 for further help - but that is not an option - as we had just paid for the McAfee only 24 hours earlier.
I'm at wits end - nothing seems to work.
At the present, reformatting isn't an option since it is my older son's Dell, and he is away at school, and evidently the Dell restore disc is with him.
What can we possibly do now?
Thanks for any and all help.
Cindy
Hi Cindy
I will send you some files that you can run from a CD. Send an email to me at numbersix6@yahoo.com. Once I get that, I will attach a few programs with instructions in a reply. Once you get the files, burn them to a CD, take them to the affected computer, and run them as instructed. I promise not to charge you anything more than a thank you upon fixing ;-)
$89.95 to fix something that wasn't broke before installing their software is outrageous.
Brian
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| Rating(1-10) | Knowledgeability = 10 | Clarity of Response = 10 | Politeness = 10 |
| Comment | I can't say enough about Brian. The computer we're working on has evidently been intruded by a very, very ugly virus. It has disabled every fix we've tried. I have been on the verge of giving up so many times, but Brian has encouraged me at every turn. And his willingness to continue to donate his precious time and effort to combat this problem is refreshing and appreciated - and McAfee Support could take a few lessons from him. Anyone on this site who has Brian working with them should consider themselves considerably lucky. I wish I could adopt him. I gladly nominate him for Volunteer Of All Time! Cindy | ||
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Answers by Expert:
Brian Benosky
Expertise
I will help you in eradicating malware and all forms of virus/trojans/adware. I can answer all PC-related hardware issues. I can also troubleshoot Windows OS errors (all versions) and other software problems. HijackThis logs are a MUST for virus related help. If you do not know how to do this, I have posted easy-to-follow instructions on the Ask a Question page. Every computer infection is different, so I will give you personal instructions on how to remove the malware, not a 'pat' answer. You can be assured of a prompt, polite, and knowledgeable response in all regards.
Experience
I have over 25 years experience in using, building, and repairing computers. I have helped over two thousand people here on AllExperts, with consistent Top Feedback Scores. Please look at my answers here:
http://en.allexperts.com/q/Computer-Security-Viruses-1737/indexExp_84308.htm
I am also a Top Contributor of General Computing answers in Yahoo! Questions.
Education/Credentials
College Educated
Self-taught Computer Skills
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