HP COMPAQ FACTORY RESTORE DESKTOP. [approx three yrs young]

[GRANDAD]

A friend has the above named desktop with multiple faults,at this time, and therefore needs to complete a full restore/format. [windows7]

To my knowledge they don’t have set up discs—question please— I have the same desktop and the recovery manager says that this unit does not have an HD portion to recover from but needs the discs. [Yes I have done minefrom new]

In its current state would it be safe to create these discs albeit there are several faults on the desktop.?

[The unit runs slowly, has loads of pop ups, has no antivirus,which had been installed, the fire wall does not work, the PC does not recognize the disc drive or most external USB drives, this includes an external HD which all files were backed up on, will not load an ANTI VIRUS from the net or from a disc or usb drive. The home page has been changed. MWB has been run which did show two Trojans subsequently removed. There may be other faults I have missed but the above outlines some major problems.]

Any response from myself will take time as I would need a coupleof day’s in-between each trial.

Thanking you all in anticipation.

[Plastic Nev]

Hi Grandad, welcome back.

There are two things come to mind and no doubt one of our other members may come up with more.

Firstly is do you think it is worth the trouble of saving as it is?

If so look in our malware removal forum, follow all instructions and post the resulting logs in there, you never know it may be simple for one of our malware removal guys to sort out.

If on the other hand it becomes obvious that a restore back to factory condition is the best, providing you still have the product key on the Microsoft label, that can be done by downloading and burning an ISO of windows 7 to disk or flash drive. Then use that and the original product key to install Windows 7 again.

Let us know which way you think best and we can go from there.

 

Nev.

[GRANDAD]

Hi Nev once again,---------- providing I can get the disc drive to work do you think I would be able to use MY back up discs but use there original product key or they do have a usb drive which is recognized hence could I save the set up system to that and at some time restore from that?.

Cheers.

[Plastic Nev]

Hi again, if your computer is exactly the same model, plus also exactly the same operating system, as in either home, or professional, there is a chance they might work.

On the problem machine, you need to change the boot order to boot from the hard drive to boot from the disk drive in the BIOS first. You should then be able to open the drives tray, pop in the disk, then press the enter key or whatever instructions are in the BIOS.

Worth a try any way.

Is everything backed up and safe?

 

Nev.

[GRANDAD]

Yip, most items backed up from a 3/4 weeks ago, my only problem may be now to get the PC to recognise the cd/dvd drive. Cheers.

[Plastic Nev]

Hi Grandad, the BIOS should be able to do so, it is only once Windows has loaded that the malware takes over and prevents Windows from recognising it.

 

To get into the BIOS in the first place, it may be the F10 key, keep tapping the key straight from pushing the start button. If it isn't F10, have a look at this for other HP combinations.

 

http://pcsupport.about.com/od/fixtheproblem/a/biosaccess_pc.htm

 

Once the BIOS page is open, you need to navigate to the page for the boot sequence, and then to move the CD/DVD drive to the top of the list.

 

Some more good information about navigating round the BIOS here,

 

http://www.maximumpc.com/article/features/ultimate_bios_guide_every_bios_setting_revealed

 

Scroll down to the sixth picture under "Advanced BIOS Features", that picture shows a page view similar to what you should be looking for. To make CD/DVD ROM drive the top of the list, use up and down keys to highlight it, press enter, then move it up the list with the up down keys again, once at the top press enter again. If a different procedure to that, it usually does tell you on that page.

 

Just one small thought now about the disks you made for your own computer. The product key for your computer may be embedded within those disks, so therefore will not work with the product key for your friends. It will come up with "Product Key Invalid"

 

If that happens, we will need to download the ISO image from Digital River, that is a full Windows copy that is then ready to be activated by the computers product key.

Do not try to use your own product key, that will later result in both computers being locked with the "This is not a valid copy of Windows" messages.

 

Nev.

[KenB]

Hi GRANDAD

 

Nev has given you some useful information to be getting on with.

 

Just one or two points in addition:

 

Nev has said to try your install disk if the two systems are the same.

If they are both Win 7 Home ( for instance ) and your friend's is an OEM version ( installed by HP ) and yours is a full version ....this may not work.

It is worth a try as Nev has suggested.

 

There is another option which Nev has mentioned - and this is an ISO (legal downloaded version) of Win 7.

I outlined how to do this here:

click here

 

This all depends on having the CDROM Drive working.

[Starbuck]

Hi GRANDAD

 

Just to add my little bit here.

You say that everything has been backed up from 3 - 4 weeks ago.

I presume that what ever trojans MBAM removed, where actually active then.

There are trojans that will infect your files.

So we need to be sure that the backed up files are not going to re-infect the system once they are put back on.

We could really do with knowing what the trojans were.

MBAM saves the reports.... do you know which version of MBAM was installed?

 

If it was version 1:

 

Start Malwarebytes AntiMalware.

Click on the logs tab.

The logs are date stamped ... double click on the log that showed the infection items.

 

http://img.photobucket.com/albums/v708/starbuck50/new/mbamlog.png

 

It'll open in notepad.

 

Please copy/paste the report in your next reply.

 

 

If it was the newer version 2:

 

Restart MBAM

• Click on the History tab >> Application Logs.
  
• Double click on the scan log which shows the Date and time of the scan that showed the infections.
   
  http://img.photobucket.com/albums/v708/starbuck50/mbamlog_zpsa7413aad.png
   
  
• Click 'Copy to Clipboard'
   
  http://img.photobucket.com/albums/v708/starbuck50/mbamhis_zps7bfe6503.png
   
  
• Paste the contents of the clipboard into your reply.
  

 

Once we know the names of the trojans, we'll be in a better position to advise you on whether to use the backups or not.

[GRANDAD]

Due to a recent family bereavement I am unable to complete this thread. Could you please close it down. Many thanks for your help in this matter.

[Starbuck]

Hi Grandad,

 

I'm sorry to hear of your bereavement.

Due to the circumstances and your request, i will close this thread.

My condolences to you and your family.

If you need this topic reopened, please contact one of the moderating team by PM and we will reopen it for you.