Expert: Brian Benosky - 8/14/2009

Question
Hi Brian,
To begin with, my knowledge and understanding of computers and how they work could be written on a postage stamp!

I have an Acer lap-top, Windows XP, Internet Explorer 8.  Over the past few weeks my computer has been going so slowly. It seems to be getting worse daily. I frequently get error messages saying that Internet Explorer can't find the web page I am looking for. I also frequently get - after minutes of watching the blue revolving circle - 'Oops, could not connect, try again, Google.'  That in fact just happened when clicking on your 'ask a question' link. I have had to attempt this contact three times, and it has taken five minutes to get to this screen.  My brother tried to 'defrag'(?), but that hasn't helped at all. I also keep getting the computer freezing completely, and at times it has even shut itself down. Someone suggested a cleaning programme, but from what I have read they can cause more problems than you began with. Also it is very difficult to find one that is wholly reliable.

After clicking the 'send' button to get this to you, instead of going, I got a message: "Internet explorer has ...." then something to do with 'cross scripting'??????  So will try again, but no idea if you will ge this.

Sorry that I can't explain the problems with greater clarity or with more technical information. Total computer numpty!  Thanks for any advice you can give.  Tina

Answer
Hi Tina

I'd be happy to try and help you with this problem.  It sounds like a possible virus infection along with some corrupt Windows files.  Let's do this step-by-step...best to print it out to follow along.

Restart the computer in Safe Mode by continuously tapping the F8 key on boot until a black screen with a menu appears.  Choose to Start Windows in Safe Mode with Networking.  Log on as usual.  

Please download Malwarebytes' Anti-Malware to your desktop from here:

http://www.besttechie.net/tools/mbam-setup.exe

Double-click mbam-setup.exe and follow the prompts to install the program.
* At the end, be sure a checkmark is placed next to
o Update Malwarebytes' Anti-Malware
* then click Finish.
* If an update is found, it will download and install the latest version.
*Run a Full Scan.
* When the scan is complete, click OK, then Show Results to view the results.
* Be sure that everything is checked, and click Remove Selected.
* When completed, a log will open in Notepad.  Save that log and reboot normally.

Download and install HijackThis:

http://www.trendsecure.com/portal/en-US/_download/HJTInstall.exe

Make sure you close EVERY open window and ALL browser windows. The only thing that should be open is the HijackThis program.
Double-click on the file you just downloaded.
Click on the "Install" button.
Upon install, HijackThis should open for you.
Should it not open, go to C:\Program Files\Trend Micro\HijackThis and double click on HijackThis.exe
Choose 'Do a system scan and save a log file'.
Copy the text file which opens in Notepad and paste it in your follow-up, along with the Malwarebytes log.
* Do not fix any entries in HijackThis, as they may be harmless.

Brian