Inactive [InActive] Could these problems be caused by a virus?

I have a friend that is having trouble with her computer, and I don't know how to help her... I was hoping someone here would. Here is an exerpt from an email she sent me:

There are viruses in the computer. BAD ONES!!! And i've tried to fix it with the system restore, but its only showing current date as the last restore point!!!!! I can't set it back!!!! OH-H-H When I turn the pc on it beeps twice & a black screen with grey lettering comes up...with a message like "F1 & F2 - F2 is to resume" ...so I have to press F2 to go on....there is something not right with the computer. I've gone online to try to find free virus remover but I have had no luck!!! they say they are free until I get to page two. The scan is free, but to fix it ...29.95, blah, blah, blah....I have one I'm going to try today - www.pctools.com - fingers crossed this one works....

If you have any ideas, PLEASE let me know and I will relay your answers.

I thank you in advance,
Jackie

 

Hi
We strongly recommend that you have the person with the problem register and post here in the Malware and Virus Removal Forums to receive help.

Some fixes have to do with registry changes and instructions for these and to run the tools needed to complete a fix have to be followed exactly. Any mis-steps could result in possible damage to a system and we need responses from the person on how and what their system is doing.

So we recommend that a go between is not used to receive help. If a person is not able to get on the Internet then let us know and we will try to make it so they can, and then we would like them to post in the thread you started and let us know that it is them posting.

Thanks!

 

Dear Staff member,

Please forgive me for posting in this manner. I had no idea, it would be a problem. I will refrain from doing so again. I had already suggested that she register but she is having problems with her computer which make it hard for her to maintain Internet access. I will inform her of the situation and see if she has the ability to connect to this site. I am willing to act as a go between until such time as she is able to resolve the issue, enough that she can register to your site and get the help she needs.

With regards,
JP

 

Hi JP
It's not a problem or against the rules of the board, it is just safer for her to do it that way.

Have her do this.

Download Malwarebytes' Anti-Malware (MBAM) from here or here and save the file to your desktop.

Double click mbam-setup.exe to install the application.

• Make sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.
• If an update is found, it will download and install the latest version.
• Once the program has loaded, select 'Perform Quick Scan', then click Scan.
• The scan may take some time to finish,so please be patient.
• When the scan is complete, click OK, then Show Results to view the results.
• Make sure that everything is checked, and click Remove Selected.
• When disinfection is completed, a log will open in Notepad and you may be prompted to Restart. (See Note below)
• The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.
• Post the entire report in your next reply.

Note: If MBAM encounters a file that is difficult to remove, you will be presented with 1 of 2 prompts. Click OK to either and let MBAM proceed with the disinfection process. If asked to restart the computer, please do so immediately.

Now this also.

• Download RSIT by random/random and save it to your desktop.
• Double click RSIT.exe to start the tool.
• At the disclaimer, please use the drop down box to select 3 months for the file/folder search, then click Continue.
• If prompted by your firewall to allow RSIT to access the internet, please allow it. It will be updating yourr version of HijackThis.
• When the scan completes it will open a log named log.txt maximized, and a log named info.txt minimized.
• Please post the contents of log.txt here in your next reply.

Please post the MBAM log and the log.txt from RSIT.

Now if she can get here that would be good.

Thanks
Geri

 

Hello Geri,

Thank you for your help thus far. I have relayed your message to her and am awaiting a reply. She gave me a little more information about the problem (before I received your message and relayed it to her) describing the situation further. She wrote down, verbatim, the information that pops up on the boot screen. It consists of an error message that is as follows:

Error Message:

"Error
0251:system CMOS checksum bad-default configuration used. Press F1 to reconfigure or F2 to resume. "

I have done a little research on the error message and, from what I have read, it looks as if it could be a problem with her CMOS configuration or the BIOS. Possibly that A BIOS update has gone awry, a recently installed program incorrectly modified the BIOS, or the computer battery is running out of power. I emailed her my findings but I also told her to contact you to confirm or deny their validity and possibly take her thru resolving the issue, as I have knowledge of these terms and there use, but no technical background. (My background consists of a Computer Repair Course and an associates in CIS.)I am still learning. She has some basic knowledge of her PC but not a lot and she could use someone that can patiently guide her thru the steps.

I will await your message on how to proceed. If you want me to relay the above message then I will be happy to do so, just until she can register and pick up the thread from there. I will be sure to relay the importance of her gaining this knowledge first hand.

Your help and patience is appreciated,
JP

 

Hi
Tell her to go ahead and follow through with your instrctions and see if it helps.

Geri

 

Hello,

I didn't really give her instructions on how to fix it. I only informed her of my findings concerning the error message. I don't really know how to reconfigure the BIOS settings. As I said my knowledge is limited. There were links on the site, from which I obtained the information, offering help on what the problem is and how to fix it but it only mentions contacting the BIOS developer to gain access to the BIOS Setup utility, and configure the BIOS accordingly, but not how to obtain the information and make the changes personally. Likewise, if she recently installed a program that may have modified the BIOS, how does she contact the software developer for assistance in reconfiguring the BIOS for the new program, when she doesn't know what program could have caused the problem or how to find that information? The problem is that neither she, nor I, know where the fault occurred.

I will tell her to contact you for more information. Thank you again, (she was on the verge of "putting out a hit" on her computer) LOL I will inform her that there is hope.

You are a life saver (Her computer thanks you, I'm sure)
Jackie

 

Have her replace the battery first, especially if it is losing time. and have her run those two programs I posted.

Geri

 

I can't thank you enough,

I have relayed your message and I am waiting for her response.

Jackie

 

OK I'll be waiting.
Thanks
Geri