virus on the laptop...

[03ozwhip]

so my wife's laptop won't let her do anything and keeps popping up with a constant message stating she's got a virus and to call some 1800 number.

I've talked to a guy where I live and he said it's anywhere between 150 and 250 to get it fixed and I think that's a huge range and I feel since I don't know much about it, he will just charge the max and give some sort of computer nerd excuse that I won't understand.

my question is, is it worth it? is he over charging and if it's not worth it, should I look into a new laptop?

I don't want to buy a new one, all the pics and music and shit is on that laptop, but it won't even allow me to back anything up I don't think.

opinions?

[jwslam]

Did it come with recovery disks?
Could just pop in a new hard drive and install a new OS fresh, then pull all the files off it using an adapter.

Also, that doesn't sound like a virus, more like malware. Have you tried safe mode?

[03ozwhip]

dude....just....I don't know lol I'm not a computer guy and don't know anything about them.

[03ozwhip]

he did say something about malware but I really don't know the difference. I don't use computers for much of anything that I do.

I wouldn't have a clue what to do.

[spikerS]

its called ransomware.

If you are lucky, it is just a program in the boot.ini file or whatever that stops it from loading until you do something provided by the 1800 number people.

if you are not so lucky, the malware encrypted your entire hard drive, and unless you pay, its all gone.

[msommers]

Download this for home use and see if it fixes the problem:

https://www.malwarebytes.com/products/

[03ozwhip]

Originally posted by msommers
Download this for home use and see if it fixes the problem:

https://www.malwarebytes.com/products/
on the laptop that has the issue or on another laptop?

[03ozwhip]

I got the 2 following errors.
http://i148.photobucket.com/albums/s5/cory_mr2/20160916_132614_zps61at8gri.jpg (http://s148.photobucket.com/user/cory_mr2/media/20160916_132614_zps61at8gri.jpg.html)
http://i148.photobucket.com/albums/s5/cory_mr2/20160916_132804_zpsm8vksdzj.jpg (http://s148.photobucket.com/user/cory_mr2/media/20160916_132804_zpsm8vksdzj.jpg.html)

[03ozwhip]

it only happens when I go to the Internet, no matter if it's Explorer or chrome. i can't download anything because of it, but I think I can go into anything else on the computer that doesn't use Web.

[Mitsu3000gt]

Run Malwarebytes on the infected PC. Looks more to me like malware than a virus just based on your last image. It reeks of a fake virus scam.

If all else fails, lots of laptops also have a recovery partition, which let you do a fresh-start with the PC with the click of a button.

Also if it's Windows 10, try starting up a new browser using Cortana and see if the same thing happens.

More options:
https://malwaretips.com/blogs/remove-tech-support-scam-popups/#windows

[03ozwhip]

lol I don't have a clue how to run this malware bytes

[Mitsu3000gt]

Originally posted by 03ozwhip
lol I don't have a clue how to run this malware bytes

1) Go here and click "free download" at the bottom of the page
https://www.malwarebytes.com/mwb-download/

2) Open the program and hit "scan"

[03ozwhip]

I can't open the Internet on getting laptop.

[darthVWader]

Tell your wife to stop watching all that porn.

[Mitsu3000gt]

Originally posted by 03ozwhip
I can't open the Internet on getting laptop.

Do you have Windows 10? If so try opening the internet through Cortana.

You can also try another browser like Chrome/Firefox/Edge if you already have it installed.

You can also try right clicking on the task bar at the bottom of your screen and going into "task manager". Then under "applications", hit "end task" on anything internet related and try reopening it.

I'd try a few more things before you go with a full blown system refresh.

[Seth1968]

OP:

Best choice for now is to run a System Restore if possible.

What's the make and model of the the laptop?

[03ozwhip]

Originally posted by Mitsu3000gt


Do you have Windows 10? If so try opening the internet through Cortana.

You can also try another browser like Chrome/Firefox/Edge if you already have it installed.

You can also try right clicking on the task bar at the bottom of your screen and going into "task manager". Then under "applications", hit "end task" on anything internet related and try reopening it.

I'd try a few more things before you go with a full blown system refresh.
Thanks man. I only have windows 7 and I've tried ending tasks and reopening and restarting etc so I'm stuck here. I'm scared to do a restore because there are important things on this laptop.

[spikerS]

reboot the laptop into safe mode, do this by rebooting the computer, and rapidly tap F8 key while it is booting up until you get a prompt.

Select safe mode with networking

open chrome, and download malware bytes and install it

may have to reboot again, not sure, and run malware bytes, and see if it can clean the malware.

[03ozwhip]

Originally posted by Seth1968
OP:

Best choice for now is to run a System Restore if possible.

What's the make and model of the the laptop?
It's a gateway nv55s12h

[HomespunLobster]

Originally posted by 03ozwhip
I can't open the Internet on getting laptop.

download on uninfected computer, put on USB stick, put usb stick in infected computer, install malware bytes

[Mitsu3000gt]

Originally posted by 03ozwhip

Thanks man. I only have windows 7 and I've tried ending tasks and reopening and restarting etc so I'm stuck here. I'm scared to do a restore because there are important things on this laptop.

No problem.

If you can get an internet browser to work in safe mode you should might be able to install it still. Reboot, and hit F8 until safe mode comes up and go into safe mode with networking. Then try and install malwarebytes with the same instructions as earlier. Your resolution will probably be all messed up in safe mode, don't worry about that.

On that same menu, you might have a "repair your computer" option which accesses the recovery partition if it gets to that point.

[msommers]

Another option would be to download the installer using another computer, put it on a USB and install it.

It's honestly dead easy.

Edit: Oops, saw someone mentioned it already.

[03ozwhip]

well I got it. cost me $30 and it's scanning. we will see what comes of the from here.

[Mitsu3000gt]

You don't need to pay to scan - it's free. The link I posted was to the free download. When you pay I think it's for real time monitoring which you don't really need. See if you can get a refund maybe.

[03ozwhip]

lol nice.

[shakalaka]

:rofl:

Sorry bud.

[Seth1968]

It's unlikely Malwarebytes will remove that browser hijack.

If it doesn't, reset the browsers:

http://www.howtogeek.com/171924/how-to-reset-your-web-browser-to-its-default-settings/

Then run Hitman Pro:

http://www.surfright.nl/en/hitmanpro

To activate the free license for Hitman Pro, just type in a fake email addy.

If that fails, use the F8 boot menu to run a System Restore on a date just prior to the infection being installed. If System Restore claims it failed, ignore the message and restart the computer. Reason being, System Restore has a bug that claims it couldn't complete, but often does complete successfully despite the message that it didn't.

[cidley69]

I got hit with the same malware.

Op, any update on how you made out?

[revelations]

I took a look at OPs lapper back in October I think - it was pretty badly infected (this wasn't the only issue with it). I recall it took almost a weekend to run all the scans and sort everything out.

Definitely get Malware-bytes. I am seeing it (from viewing logs from various clients) catching more and more Ransomware / Trojans - but it needs to be SETUP to do a comprehensive, scheduled scan (why it doesn't just automatically, weekly, do it at 1am is beyond me).