Expert: Lorry - 11/2/2010

Question
QUESTION: My mother's computer has locked up.  She was on the
computer, doing work related work, clicked on an image in
google, and something (She said some java program) started
to download, she exited that, tried to bring up Task Manager
to close down any related processes, when the computer froze
for a second.  At that point, the speakers started emitting,
in a female voice, Virus Found.  She shut down the computer
and called me.  Well, I can't get the OS to come up (Windows
XP home) It'll load the motherboard boot screen, and I can
access Boot Config, Bios and Windows Boot Menu (Where you
can select safe mode and etc)
I looked on Google and I can't find anything like this, and
I'm hesitant to hook her HDD up to my computer to run a scan
on.
Please help

ANSWER: Hi Christopher,

Assuming that there is an anti-virus program installed, start Windows in Safe Mode and run a scan. If there isn't any installed, would suggest downloading Norton™ AntiVirus 2011 Trial Software from:

http://us.norton.com/downloads/trialsoftware/offer.jsp?pvid=nav2011

Make sure you opt out before 30 days are up or you will end up paying for it.

If you don't want to do that, check out Norton Power Eraser at:

http://security.symantec.com/nbrt/npe.asp?lcid=1033

The above is a free tool.

Hope this helps!
Lorry



---------- FOLLOW-UP ----------

QUESTION: Safe mode wont even come up at all.  I can get to the menu
(Pressing F8 at the startup) and I can select the option, Safe
Mode, but once I hit enter, it goes back to a blank screen

Answer
Hi Christopher,

If there is information on your Mother's computer that she wants to save, I would suggest taking it to the local repair shop where they can backup everything of importance and then reinstall Windows.

If she doesn't care if she loses the information, you or her could recover Windows by using the CD or by using the Recover partition. Not knowing the brand, model number, etc., really can't say more. The odds are there is a Recover area on the hard drive.

Many people when they get a new computer, copy the Recover to a CD before doing anything else, so she might have that.

Hope this helps!
Lorry