Expert: Brian Benosky - 6/13/2011

Question
QUESTION: Hi Brian,
I am hoping that you will be able to help me with the problem I am having with my computer. At the beginning of June my computer is unable to turn on, it says that there is an error on the computer. I have questioned a few friends about the problem and they were convinced that it was a virus. However, I have run my virus scanner in safe mode and nothing came up. I have also restored my computer to a few days before this incident occurred. But the same problem has persisted. I just recently ran, what I believe is called the check disk option at the start, as obviously the start windows normally function did not work and received the following error:

startup repair diagnosis and repair log

last successful boot time: 2011-6-3, 627pm
number of repair attempts

session details:
system disk = \Device\Harddisk0
windows directory =C:\Windows
autochk run = 1
number of root causes = 1

test performed (successfully):
system disk test, disk failure diagnosis, disk metadata test, target OS test, volume content test, boot manager diagnosis, system boot diagnosis, event log diagnosis, internal state test, boot status check, setup state test, registry hives test, windows boot log diagnosis, bugcheck analysis,

root cause found:
a recent driver instalation or upgrade may be preventing the system from starting
repair action: system restore
result: cancelled
repair action: system files integrity check and repair
reult: failed. error code =0x2
times taken = 704064 mins

Nothing new has been installed on my computer, and the only updates that I have been doing are the ones that Windows tells me about. I'm hoping you can tell me if I have a virus or if something is wrong with my OS (Oh I am running Windows Vista if I did not mention it above). I do not have Hijackthis program on my computer and I would install it but there is the pesky problem of my computer not turning on....lol (I laugh though not really funny)
Hope to hear back from you soon
Thank you in advance

Janine

ANSWER: Hi Janine

It's very difficult to diagnose and repair start-up problems without physically being there.  I'll try to help as best I can.  We can't be certain that it's not a virus causing this, so let's run a scan with Malwarebytes first.  You mentioned that you can boot into Safe Mode, so I would like for you to boot into Safe Mode With Networking.  Download, install, and run a complete system scan of all attached drives with Malwarebytes Anti-Malware:

http://malwarebytes-anti-malware.en.softonic.com/download

Remove any detected files, then try rebooting normally.  Copy and paste the log file (opens automatically upon completion) to me in a follow-up.  We'll go from there.  Also, let me know the make and model of your computer.  Other owners may have had a similar problem, so it's always good to check the manufacturer's forums.

Brian

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

QUESTION: Hi Brain,
Thank you for getting back to me in a timely way.
I attempted to run the malware program that you suggested. My computer will only let me have access in normal mode any where between 30 seconds to 10 minutes. It does not respond to ctrl, alt, delete and I am forced to hold down the power button in order to turn off the computer. Therefore I first attempted to run the program in safe mode. Before I believe the scan was done the computer restarted itself and started the checking file system process. After this was completed and I attempted to run the program in regular mode just to check, however, this time I received the following error message:

C:\\Windows\system32\config\systemprofile\desktop refers to a location that is unavailable. It could be on a hard drive on this computer or on a network. Check to make sure that the disk is properly inserted or that you are connected to the internet or your network and then try again. If is still cannot connect or be located the information might have been moved. Failure to connect to Window Services.

The screen then stayed grey with only a modified task bar at the bottom. I was forced to hold down the power button in order to do anything else on the computer. Sorry but i was unable to get a log report for you, I did notice the highest number of possible infected files was 26, but i was unable to see what they were.
Does this confirm if I have a virus issue or and OS issue?
Thank you for your help

J

ANSWER: Hi Janine

Well, we know there are infections, and most likely the infections have corrupted the Windows system files to the extent that you are experiencing.  We can try fixing this desktop error, but I am beginning to believe that you may need to reinstall Vista and start from scratch.  First, try the steps below:

a. Open C:\Users\<Your_folder> and check if there are two Desktop folders. If yes, then delete the blank Desktop folder.

b. Open C:\windows\system32\config\systemprofile and delete the Desktop folder if exists.

c. Open C:\Users\<Your_folder> and copy Desktop folder and paste at location C:\windows\system32\config\systemprofile

d. When prompted, replace or overwrite file desktop.ini

e. Restart the computer and check the difference.

Brian

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

QUESTION: Hi Brian,
Thank you for getting back to me so quickly again. I have tried what you suggested above and no luck. I had started thinking along the same lines as you about reinstalling everything on my computer (Oh Fun, lol). Would you be able to walk me through deleting and reinstalling everything on my hard drive. I have found all the drivers and disks that I believe are associated with my laptop.
Thank you for all your help

J

Answer
Hi Janine

Reinstalling Windows is not difficult.  As you have already accessed Startup Repair, you know the basics.  Put the Vista disk in, boot from that disk, and choose to install instead of repair.  Microsoft spells out the steps here:
http://windows.microsoft.com/en-US/windows-vista/Installing-and-reinstalling-Win
Scroll down to the bottom of the page and follow "To reinstall Windows Vista"
After installing Vista, you may need to install specific drivers for your brand of computer.  You may have disks that came with it, or you can get the drivers from the manufacturers website.  
Just make sure that your laptop is plugged in and not running on battery power, as the install can take a while, and you wouldn't want it to go dead in the middle.
I'll be around most of the week if you need help, or you can reach me directly at numbersix6@yahoo.com if you are having a panic attack during the process :-)

Brian