Computer unuseable after malware infection [Solved]

My mother got on her computer to find a program she didn't recognize called something like "pro-antivirus" telling her to scan her computer. She tried to remove the program, but then something like "clean sweep" popped up and wanted her to type the words "clean sweep". She tried restarting and now it won't go past the "welcome" start up screen. She tried starting it in safe mode, but the moment the desktop loads, the computer restarts in normal mode. What do you suggest we do?

We are going to try System Restore to restore the system prior to the infection.

Depending on your Windows version.


Disconnect from the internet and reboot in Safe Mode.


Press F8 after the Power-On Self Test (POST) is done. If the Windows Advanced Options Menu does not appear, try restarting and then pressing F8 several times after the POST screen.
Choose the Safe Mode option from the Windows Advanced Options Menu then press Enter.
This can take several miniutes to load.

Windows XP
Option 1.

Step 1: Use F8 to Boot to SafeMode With Command Prompt
At the command prompt type in: rstrui.exe

Restore Computer to a Date you know you were virus free

Option 2.

Step 1: Use F8 to Boot to SafeMode With Command Prompt
Step 2: Use ctrl/alt/del (keys) to get task manager opened
Step 3: choose file and create new task
Step 4: Then Navigate to:
C:\windows\system32\restore\rstrui.exe and press Enter and press Enter (double click rstrui.exe) and press Enter (double click rstrui)
Step 5: Restore Computer to a Date you know you were virus free


Let us know if that solves the issue.

Support requests which have received no customer response within 3 days will be closed automatically.


Disconnect from the internet and reboot in Safe Mode.

Vista / Windows 7

Disconnect from the internet and reboot in Safe Mode.

We are going to try System Restore to restore the system prior to the infection.

Try rebooting in Safe Mode.

Press F8 after the Power-On Self Test (POST) is done. If the Windows Advanced Options Menu does not appear, try restarting and then pressing F8 several times after the POST screen.
Choose the Safe Mode option from the Windows Advanced Options Menu then press Enter.
This can take several miniutes to load.

Option 1.

Step 1: Use F8 to Boot to SafeMode With Command Prompt
At the command prompt type in: rstrui.exe

Restore Computer to a Date you know you were virus free

Option 2.

Step 1: Use F8 to Boot to SafeMode With Command Prompt
Step 2: Use ctrl/alt/del (keys) to get task manager opened
Step 3: choose file and create new task
Step 4: Then Navigate to:
C:\windows\system32\restore\rstrui.exe and press Enter and press Enter (double click rstrui.exe)
Step 5: Restore Computer to a Date you know you were virus free


Let us know if that solves the issue.

As stated in th e original post: She tried starting it in safe mode, but the moment the desktop loads, the computer restarts in normal mode.

Do you have the pc with you? What version of Windows does she have? Do you have the Windows os cd/dvd? Does she have a restore cd/dvd that came with the computer?

Pc is not w me. Its running Vista I believe. I will ask if she still has the windows and recovery discs.

I will ask if she still has the windows and recovery discs.

She'll need to use those.

A system restore or a Repair Install would save he data / programs.

Okay. She looked, but can't find the discs.

What options does it show using the F8 key when starting the pc? If it won't boot to the desktop using any of the boot options and she doesn't have any of the disk's, her only option is to take it to a repair shop.

After pressing F8 she found a "repair" option and clicked it. She says everything is back to normal.

Great

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