Hello NicoleD and welcome to WTT.
My name is Satchfan and I would be glad to help you with your computer problem.
Please read the following guidelines which will help to make cleaning your machine easier:
- please follow all instructions in the order posted
- please continue to review my answers until I tell you your machine appears to be clear. Absence of symptoms does not mean that everything is clear
- all logs/reports, etc. must be posted in Notepad. Please ensure that word wrap is unchecked. In Notepad click Format, uncheck Word wrap if it is checked
- if you don't understand something, please don't hesitate to ask for clarification before proceeding
- the fixes are specific to your problem and should only be used for this issue on this machine.
- please reply within 3 days. If you do not reply within this period I will post a reminder but topics with no reply in 4 days will be closed!
IMPORTANT:
Please DO NOT install/uninstall any programs unless asked to.
Please DO NOT run any scans other than those requested
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Note: Please complete these tasks in the order given in the instructions.
If you can’t use Edge, try using Firefox to download the programmes.
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Download and run AdwCleaner
Download AdwCleaner from here and save it to your desktop.
- run AdwCleaner by clicking on Scan Now
- when it has finished, leave everything that was found checked, (ticked), then click on Clean and Repair
- if it asks to reboot, allow the reboot
- on reboot a log will be produced; please attach the content of the log to your next reply.
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Run Malwarebytes Anti-Malware
Please download and run the installer for Malwarebytes 3.0.
- follow the prompts to install the program, (Malwarebytes 3.0 will automatically upgrade Malwarebytes Anti-Malware 2.x to Malwarebytes 3.0)
- Launch Malwarebytes Anti-Malware
- a 14 day trial of the Premium features is pre-selected: deselect this if you don’t want it, (it won’t diminish the scanning and removal capabilities of the program).
- click Finish.
- on the Dashboard, click Update Now
- after the update completes, click the Scan Now' button.
- if an update is available, clicking the Update Now button will update it
- a Threat Scan will begin.
- when the scan is complete, if malware has been detected, click Apply Actions to allow MBAM to clean what was found
- when the prompt to restart the computer appears, click Yes.
- after the restart once you are back at your desktop, open MBAM once more
- click on the ‘History’ tab, the ‘Application Logs’
- double-click on the scan log which shows the date and time of the scan just performed.
- click Copy to Clipboard
- please paste the contents of the clipboard into your reply.
Logs to include with the next post:
AdwCleaner log
Mbam.txt
Thanks
Satchfan