cant conect to internet on a laptop that had win32.2urface.bho and win32.downloader

[eddiemac1]

ok i tried that

the service status was set to stopped

wheni tried to restart it i got tyhe error message "Windows could not start the DHCP Client on Local Computer Error 5: Access Denied"

[OCD]

Hi eddiemac1,

1. System File Checker (SFC)

• Click on the Start button and in the Search programs and files box type the following:
  
  
  • command
  
  
• Don't press Enter, just let the search results populate above.
• In the search results, locate the Programs section.
• Locate the Command Prompt shortcut and right-click on it.
• Select Run as administrator.
• Click Yes on the User Account Control window that appears.
• Important: If you are see a User Account Control window but also a message that says To continue, type an administrator password, and then click Yes, then your user account must be a standard account, not an administrator account. Before you can click Yes and open an elevated command prompt, you'll need to type the password of another user on your Windows 7 computer that has administrator level privileges.
• Note: You will not see this window at all if your User Account Control settings are turned all the way down. See How To Disable User Account Control in Windows 7 for more information.
• An elevated Command Prompt window will appear.
  
  
  • Type: sfc /scannow (There's a space between sfc and /scannow.) , then hit Enter
  
  
• After the scan runs type exit to close the command prompt window
• Include the findings in your next reply

=========================

2. Reset Winsock

Go to Start - type in cmd and click OK.

At the command prompt type in:

netsh winsock reset catalog

Press enter.

then type in:

netsh int ip reset resetlog.txt

Press enter.

You will need to reboot afterwards.

=========================

3. Network Services are Started

Click on start and type services.msc press enter.

• COM+ Event System (for WZC issues)
• Computer Browser
• DHCP Client
• DNS Client
• Network Connections
• Network Location Awareness
• Remote Procedure Call (RPC)
• Server
• TCP/IP Netbios helper
• WLAN AutoConfig
• Workstation

=========================

Update on which Services you are unable to start, if any (error message also if shown)

[eddiemac1]

hi again

i ran the syatem file checker and it ran with no issues and at the end this message was displayed

Windows resource protection did not find any integrrity violations


i was then able to reset the winsock as instructed

the follwoing are the result of the services check you asked me to carry out



COM+ Event System (for WZC issues) - was salready started
Computer Browser - i satrted
DHCP Client - got the error windows could not start the DHCP Client service on the local computer access denied
DNS Client - was already started
Network Connections - was already started
Network Location Awareness - windows could not start the Network awareness on local computer. For more information. review the system event log. If this is a non microsfot service,contact the service vendor and refer to service specific error code -1073741288
Remote Procedure Call (RPC) - was already started
Server - was already started
TCP/IP Netbios helper - was already started
WLAN AutoConfig - was already started
Workstation - was already started

i hope these results help and are not going to cause even more confusion.

thanks again.

[OCD]

Hi eddiemac1

Can you tell me the make, model of the computer we are working with?

[eddiemac1]

sure

its a Lenovo G550 Model 2958

[OCD]

Hi eddiemac1,

Lenovo G550 Model 2958

Is there a 3 character (letter/number combination) Model Type listed? The Model 2958 is the Machine Type.

=========================

We might be dealing with a hardware issue, so if we can rule out malware that would be helpful.

Can you download Malwarebytes' to a flash drive and transfer to the infected computer, obviously skip the update step and run a scan and post the log.

=========================

1. Malwarebytes' Anti-Malware

Locate Malwarebytes' Anti-Malware (it should be on your desktop).
If not, download it here

• Right click and select "Run as Administrator" mbam-setup.exe and follow the prompts to run the program..
• Select Perform quick scan, then click Scan.
  
  
  
  
• When the scan is complete, click OK, then Show Results to view the results.
• Be sure that everything is checked, and click Remove Selected .
• When completed, a log will open in Notepad. Please save it to a convenient location and post the results.
• Note: If you receive a notice that some of the items couldn't be removed, that they have been added to the delete on reboot list, please reboot.

=========================

In your next post please provide the following:

• MBAM log

[eddiemac1]

ok i got this off the sticker on the base of the pc

Lenovo G550

Model Name 2958

Factory id PRC4

and the scan came up clean

Malwarebytes Anti-Malware 1.75.0.1300
www.malwarebytes.org

Database version: v2013.04.04.07

Windows 7 Service Pack 1 x86 NTFS
Internet Explorer 10.0.9200.16576
Tara :: TARA-PC [administrator]

04/08/2013 17:41:54
mbam-log-2013-08-04 (17-41-54).txt

Scan type: Quick scan
Scan options enabled: Memory | Startup | Registry | File System | Heuristics/Extra | Heuristics/Shuriken | PUP | PUM
Scan options disabled: P2P
Objects scanned: 203528
Time elapsed: 4 minute(s), 54 second(s)

Memory Processes Detected: 0
(No malicious items detected)

Memory Modules Detected: 0
(No malicious items detected)

Registry Keys Detected: 0
(No malicious items detected)

Registry Values Detected: 0
(No malicious items detected)

Registry Data Items Detected: 0
(No malicious items detected)

Folders Detected: 0
(No malicious items detected)

Files Detected: 0
(No malicious items detected)

(end)

[eddiemac1]

hi there

just to let you know

Tara has found her windows disk and we have reinstalled win7 and it seems to working as normall

i have ran malware bytes after succesfully updating it and it came up clean again.

we are currently runing all the windows updates and once complete will install spybot and update that as well.

i would like to thank you for all your effort and patience in dealing with our issues.

but you will be glad i am sure that you can finally close this issue off.

thanks again.

[OCD]

Hi eddiemac1,

You're very welcome. Glad you have resolved the issue. Have a great day.

Since this issue appears to be resolved ... this Topic has been closed.