Can't Download any programs!!!

[Nikki]

My computer was working just fine and the other day i went to download a program and it wont let me download anything!!! I tried several different sites but it just doesn't do anything. The download box shows up but it never does anything after i click on save or run!!! Please help! :(

[maynardvdm]

Hi

 

If possible download this from another computer and copy it to the computer with the problems.

[Nikki]

Hi

 

If possible download this from another computer and copy it to the computer with the problems.

Hi Goku and maynardvdm.I cant download from the site you gave. Also i don't have another computer that i can use to download it. :( What do i do now?

[Nikki]

Hello and Welcome to Extreme Tech Support - Free PC Help Nikki. :)

 

You seem to be have a nasty infection of malware. Lets see what is running in your computer.

 

Please download the latest version of HijackThis from Trend Micro and click on Download Hijack This Installer and save it to your desktop.

• Doubleclick HJTInstall.exe to install HijackThis.
  
• By default it will install to C:\Program Files\Trend Micro\HijackThis.
  
• Click on Install.
  
• It will create a HijackThis icon on the desktop.
  
• Once installed, it will launch Hijackthis.
  
• Click on the Do a system scan and save a logfile button. It will scan and the log should open in Notepad. Include this log by copying and pasting in your next reply.
  

Notes:

 

• Do not use the AnalyseThis button, its findings are dangerous if misinterpreted.
  
• Do not have Hijackthis fix anything yet. Most of what it finds will be harmless, or required for your computer to run like it should.
  

 

Please post the log in your next reply and wait for our Malware expets to respond. Thank you for your patience and co-operation. :)

 

-- Goku

Oh my! What kind of Malware? :confused:

[Nikki]

Please dear sir i am an old woman and i don't know anything about computers. My computer was a gift to me from my son and it's my very first computer. I am very sorry that i don't understand. :confused:

[Guest Wolfeymole]

Reboot nikki and tap F8 to get into Safe Mode, once in there choose "Last Known Good Configuration"

[Nikki]

I me back here and sir i think your writing is missing!:confused:

[Nikki]

Reboot nikki and tap F8 to get into Safe Mode, once in there choose "Last Known Good Configuration"

Can you please explain that to me because i don't understand. What is safe mode? :confused:

[Nikki]

IS F8 the top buttons?

[Guest Wolfeymole]

Hi Nikki

 

On the top of of your keyboard are function keys called F keys, certain F keys will perform certain functions.

 

When rebooting press F8 like I have said and it will take you into Safe Mode like the shot below.

 

http://i192.photobucket.com/albums/z144/Wolfeymoles-Pics/FPCH%20files/win2ksafemode2.jpg

[Nikki]

Hi Nikki

 

On the top of of your keyboard are function keys called F keys, certain F keys will perform certain functions.

 

When rebooting press F8 like I have said and it will take you into Safe Mode like the shot below.

 

http://i192.photobucket.com/albums/z144/Wolfeymoles-Pics/FPCH%20files/win2ksafemode2.jpg

Oh my! I will try that but where is last known configuration sir? Thank you very much for the picture. :)

[Guest Wolfeymole]

You need to use your keyboard Up/Down Arrows to highlight Last Known Good Config, then press Enter.

[Nikki]

You need to use your keyboard Up/Down Arrows to highlight Last Known Good Config, then press Enter.

So do i do safe mode or last known configuration? I am so confused and i am so sorry. Thank you so much for your patience with me.

[Guest Wolfeymole]

As are listed Nikki, Last Known good config is a parameter or option once in Safe Mode.

[Nikki]

As are listed Nikki, Last Known good config is a parameter or option once in Safe Mode.

Ok sir. I'm going to try that now. I hope i make it back! Thank you again for your patience with me. :)

[Nikki]

Hi...I went into that black screen for safe mode but boy let me tell you it was hard to get into. I think i hurt a finger hitting that F8 button. :) I found last configure and i did that. It was a very scary thing for me. My son will be so upset if he finds out i have broken this computer gift. Now what do you want me to do? Thank you again so very very much for your assistance.

[Guest Wolfeymole]

Is the computer back to normal now?

[Nikki]

Is the computer back to normal now?

Hi Sir. I went to download a Pogo Game and it still wont download. So I'm afraid that the problem is not fixed. Oh my! What do I do now? :(

[Guest Wolfeymole]

Run this

 

Your computer could be infected with Malware.

 

• Malware is software designed to infiltrate or damage a computer system without the owner's informed consent.
  It is a combination of the words malicious and software.
  The expression is a general term used by computer professionals to mean a variety of forms of hostile, intrusive, or annoying software or program code.
  

 

• Required Cleanup Steps
  
  1. Disable the Spybot Search & Destroy TEA TIMER if you use it and if it is enabled
     
  2. Run a Temporary file and cache cleaner (ATF)
     
  3. Run 2 Anti-Malware scanners (Listed Below)
     
  4. Run an Online Anti-Virus / Anti-Malware Scanner (Listed Below)
     
  5. Clear out old System Restore points
     
  6. If continued Malware type activity is present you may be asked to post a TrendMicro™ HijackThis™ Log file, do not do so unless requested.
     

   

The reason to run multiple scanners is to ensure that no single scanner is missing something.

The time it takes will vary depending on your system and your internet connection speed.

Typically the SUPERAntiSpyware and Malwarebytes scanners will take between 10 to 90 minutes.

The ESET online scan should take between 1 to 3 hours.

In most cases, these scans will suffice to clean and disinfect your computer.

Heavily infected systems or slower PCs can take much longer to scan and clean.

 

For best results print the following instructions and bookmark this Web page

To keep this guide printer-friendly, use your cursor to highlight the contents below.

From your browser select File - Print and in the printer dialog box under "Print range"

click the

Selection

choice to print out these instructions for removal of malware.

http://kixhelp.com/wr/images-freepchelp/printer-selection.gif

__________________________________________________

STEP 1

• Disable Spybot Search & Destroys' TEA TIMER: (if installed)
  
  
  1. Run Spybot-S&D in Advanced Mode.
     
     
  2. If it is not already set to do this Go to the Mode menu select "Advanced Mode"
     
     
  3. On the left hand side, Click on Tools
     
     
  4. Then click on the Resident Icon in the List
     
     
  5. Uncheck "Resident TeaTimer" and OK any prompts.
     
     
  6. Restart your computer.
     
     
   

__________________________________________________

STEP 2

• Follow these instructions carefully.
  
  
• Download ATF-Cleaner from
  Snapfiles.com
  to remove un-needed temporary files from your computer that may contain malware.
  
  
• You can also download it from
  Majorgeeks.com
  
  
• When you run ATF-Cleaner, check the items as shown below for Main.
  
  
• For FireFox, be sure to click on the FireFox tab on top and check the items as shown below for FireFox
  
  
• NOTE:
  If you don't have FireFox or Opera installed then they will be grayed out and can be ignored
  
  
• Then click on "Empty Selected".
  
  

http://kixhelp.com/wr/images-freepchelp/atf-cleaner01.gif

.

http://kixhelp.com/wr/images-freepchelp/atf-cleaner02.gif

__________________________________________________

STEP 3

• Install and run the free version (not the Professional version) of SUPERAntiSpyware from
  SUPERAntiSpyware.com
  
  
  • Accept any prompts to allow SUPERAntiSpyware to install the latest rules and infection definition files.
    
    
  • You do not have to send them your e-mail address, just click next.
    
    
  • You can leave the automated check for updates on.
    
    
  • You can uncheck "Send a diagnostic report to research center" if you don't want to send the information.
    
    
  • DO NOT
    allow SUPERAntiSpyware to protect your Home Page settings.
    
    
  • On the
    Top Left
    select the
    Scan your computer
    button.
    
    
  • Make sure there is a CHECK MARK on all
    Fixed Drives
    .
    
    
  • Click "Perform a Complete Scan". Click "Next" to Repair issues found and reboot the computer when prompted to do so.
    
    
   

__________________________________________________

STEP 4

• Install and run
  Malwarebytes' Anti-Malware
  from
  Malwarebytes - (direct download)
  
  
  • Accept all defaults for the installer
    
    
  • Allow the program to update the definitions
    
    
  • Click on the
    Quick Scan
    and click Next.
    
    
  • If any items are found allow it to clean them and then Reboot your computer.
    
    
   

__________________________________________________

STEP 5

• Run an online scan with ESET from
  Free Virus Scan: Use ESET's Online Antivirus Scanner
  
  
  • You
    must
    use Internet Explorer for this online scan. FireFox, Opera, etc will not work for this scan.
    
    
  • If your computer is running Window's Vista, then you
    must first
    start Internet Explorer as an Administrator. To do so, right-click on the
    Internet Explorer
    icon in the Start Menu and select "
    Run as administrator
    " from the popup context menu.
    
    
   
  • Accept the terms and click "Start".
    
    
  • Once the scanner is ready, check "Remove found threats" AND "Scan unwanted applications".
    
    
  • Click "Start" to begin the scan.
    
    
  • When completed restart your computer
    
    
   

__________________________________________________

Make sure your internet firewall security is enabled, and then please return to Extreme Tech Support - Free PC Help and tell us how the computer seems to be operating.

At that time, you will receive instructions to assist you in removing malicious programs from your Add/Remove program list if warranted.

 

If required this is the download link for TrendMicro™ HijackThis™

Unless instructed to by the Technician helping you then do not download this tool.

 

Once you and the Technician agree that your system appears to be clean then you should delete all your System Restore points and recreate a new one.

Please follow the instructions here

How to turn off and turn on System Restore in Windows XP

How to turn off and turn on System Restore in Windows Vista

 

 

Then run this.

 

Please download the latest version of HijackThis from Trend Micro and click on Download Hijack This Installer and save it to your desktop.

• 
  
• Doubleclick HJTInstall.exe to install HijackThis.
  
• By default it will install to C:\Program Files\Trend Micro\HijackThis .
  
• Click on Install.
  
• It will create a HijackThis icon on the desktop.
  
• Once installed, it will launch Hijackthis.
  
• Click on the Do a system scan and save a logfile button. It will scan and the log should open in Notepad. Include this log by copying and pasting in your next reply.
  

Notes:

Do not use the AnalyseThis button, its findings are dangerous if misinterpreted.

Do not have Hijackthis fix anything yet. Most of what it finds will be harmless, or required for your computer to run like it should.

[Nikki]

Run this

 

Your computer could be infected with Malware.

 

• Malware is software designed to infiltrate or damage a computer system without the owner's informed consent.
  It is a combination of the words malicious and software.
  The expression is a general term used by computer professionals to mean a variety of forms of hostile, intrusive, or annoying software or program code.
  

 

• Required Cleanup Steps
  
  1. Disable the Spybot Search & Destroy TEA TIMER if you use it and if it is enabled
     
  2. Run a Temporary file and cache cleaner (ATF)
     
  3. Run 2 Anti-Malware scanners (Listed Below)
     
  4. Run an Online Anti-Virus / Anti-Malware Scanner (Listed Below)
     
  5. Clear out old System Restore points
     
  6. If continued Malware type activity is present you may be asked to post a TrendMicro™ HijackThis™ Log file, do not do so unless requested.
     

   

The reason to run multiple scanners is to ensure that no single scanner is missing something.

The time it takes will vary depending on your system and your internet connection speed.

Typically the SUPERAntiSpyware and Malwarebytes scanners will take between 10 to 90 minutes.

The ESET online scan should take between 1 to 3 hours.

In most cases, these scans will suffice to clean and disinfect your computer.

Heavily infected systems or slower PCs can take much longer to scan and clean.

 

For best results print the following instructions and bookmark this Web page

To keep this guide printer-friendly, use your cursor to highlight the contents below.

From your browser select File - Print and in the printer dialog box under "Print range"

click the

Selection

choice to print out these instructions for removal of malware.

http://kixhelp.com/wr/images-freepchelp/printer-selection.gif

__________________________________________________

STEP 1

• Disable Spybot Search & Destroys' TEA TIMER: (if installed)
  
  
  1. Run Spybot-S&D in Advanced Mode.
     
     
  2. If it is not already set to do this Go to the Mode menu select "Advanced Mode"
     
     
  3. On the left hand side, Click on Tools
     
     
  4. Then click on the Resident Icon in the List
     
     
  5. Uncheck "Resident TeaTimer" and OK any prompts.
     
     
  6. Restart your computer.
     
     
   

__________________________________________________

STEP 2

• Follow these instructions carefully.
  
  
• Download ATF-Cleaner from
  Snapfiles.com
  to remove un-needed temporary files from your computer that may contain malware.
  
  
• You can also download it from
  Majorgeeks.com
  
  
• When you run ATF-Cleaner, check the items as shown below for Main.
  
  
• For FireFox, be sure to click on the FireFox tab on top and check the items as shown below for FireFox
  
  
• NOTE:
  If you don't have FireFox or Opera installed then they will be grayed out and can be ignored
  
  
• Then click on "Empty Selected".
  
  

http://kixhelp.com/wr/images-freepchelp/atf-cleaner01.gif

.

http://kixhelp.com/wr/images-freepchelp/atf-cleaner02.gif

__________________________________________________

STEP 3

• Install and run the free version (not the Professional version) of SUPERAntiSpyware from
  SUPERAntiSpyware.com
  
  
  • Accept any prompts to allow SUPERAntiSpyware to install the latest rules and infection definition files.
    
    
  • You do not have to send them your e-mail address, just click next.
    
    
  • You can leave the automated check for updates on.
    
    
  • You can uncheck "Send a diagnostic report to research center" if you don't want to send the information.
    
    
  • DO NOT
    allow SUPERAntiSpyware to protect your Home Page settings.
    
    
  • On the
    Top Left
    select the
    Scan your computer
    button.
    
    
  • Make sure there is a CHECK MARK on all
    Fixed Drives
    .
    
    
  • Click "Perform a Complete Scan". Click "Next" to Repair issues found and reboot the computer when prompted to do so.
    
    
   

__________________________________________________

STEP 4

• Install and run
  Malwarebytes' Anti-Malware
  from
  Malwarebytes - (direct download)
  
  
  • Accept all defaults for the installer
    
    
  • Allow the program to update the definitions
    
    
  • Click on the
    Quick Scan
    and click Next.
    
    
  • If any items are found allow it to clean them and then Reboot your computer.
    
    
   

__________________________________________________

STEP 5

• Run an online scan with ESET from
  Free Virus Scan: Use ESET's Online Antivirus Scanner
  
  
  • You
    must
    use Internet Explorer for this online scan. FireFox, Opera, etc will not work for this scan.
    
    
  • If your computer is running Window's Vista, then you
    must first
    start Internet Explorer as an Administrator. To do so, right-click on the
    Internet Explorer
    icon in the Start Menu and select "
    Run as administrator
    " from the popup context menu.
    
    
   
  • Accept the terms and click "Start".
    
    
  • Once the scanner is ready, check "Remove found threats" AND "Scan unwanted applications".
    
    
  • Click "Start" to begin the scan.
    
    
  • When completed restart your computer
    
    
   

__________________________________________________

Make sure your internet firewall security is enabled, and then please return to Extreme Tech Support - Free PC Help and tell us how the computer seems to be operating.

At that time, you will receive instructions to assist you in removing malicious programs from your Add/Remove program list if warranted.

 

If required this is the download link for TrendMicro™ HijackThis™

Unless instructed to by the Technician helping you then do not download this tool.

 

Once you and the Technician agree that your system appears to be clean then you should delete all your System Restore points and recreate a new one.

Please follow the instructions here

How to turn off and turn on System Restore in Windows XP

How to turn off and turn on System Restore in Windows Vista

 

 

Then run this.

 

Please download the latest version of HijackThis from Trend Micro and click on Download Hijack This Installer and save it to your desktop.

• 
  
• Doubleclick HJTInstall.exe to install HijackThis.
  
• By default it will install to C:\Program Files\Trend Micro\HijackThis .
  
• Click on Install.
  
• It will create a HijackThis icon on the desktop.
  
• Once installed, it will launch Hijackthis.
  
• Click on the Do a system scan and save a logfile button. It will scan and the log should open in Notepad. Include this log by copying and pasting in your next reply.
  

Notes:

Do not use the AnalyseThis button, its findings are dangerous if misinterpreted.

Do not have Hijackthis fix anything yet. Most of what it finds will be harmless, or required for your computer to run like it should.

Why that is such a long list of things to do. I would like to do all of this but I don't have spybot. I think I have SASuper Spyware. And sir i can't download any programs. I tried to download some of the programs you gave me but when i click on save it doesn't do anything. I'm so confused about the rest of your directions. OH my what am I going to do? My son is going to be so upset with me! :(

[Nikki]

Thank you for your help sir but i think i have fixed it myself. I ran that SASuper Spyware and my friend told me to run ESET online scanner. I had 6 trojans and 124 tracking cookies. :eek:

 

I can now download my games and everything is running much faster too. My son will be so proud of me when i tell him that I fixed my computer all on my own!. Have a nice day! And thanks again! You have a great site here and a lot of patience! :D

[RandyL]

Hi Nikki;

I'm glad you got it sorted for now. The fact that ESET found 6 trojans means there is still a high probability you have other infections.

 

Please look at the guide again and follow all the steps exactly. Make sure you update Malwarebytes and Superantispyware before you run the scans.

 

Also note that it's recommended you turn System Restore off. Then turn it back on. The instructions are near the end of the guide.

 

Now is also a good time to examine your antivirus program and it's settings.

[Nikki]

Hi Nikki;

I'm glad you got it sorted for now. The fact that ESET found 6 trojans means there is still a high probability you have other infections.

 

Please look at the guide again and follow all the steps exactly. Make sure you update Malwarebytes and Superantispyware before you run the scans.

 

Also note that it's recommended you turn System Restore off. Then turn it back on. The instructions are near the end of the guide.

 

Now is also a good time to examine your antivirus program and it's settings.

Oh my! Oh My ! I went to download that Malwarebyes and i got the same problem! It won't download!!! When it said save it did nothing!!! Oh My! What do I do now? :(

[RandyL]

Select run instead of save.

[Nikki]

Select run instead of save.

Hi Randy. I tried to select Run but still nothing. The screen never changes. :( I don't understand it was just working to download my game from Pogo. :confused: