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Inactive Problems with Son's College Laptop

Discussion in 'Malware and Virus Removal Archive' started by musicteacher, 2015/03/07.

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  1. 2015/03/07
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    [Inactive] Problems with Son's College Laptop

    My son arrived home from college today for Spring Break and has been showing me that his laptop, purchased in July, won't start up. The problem started last night when he was trying to finish assignments for a midnight deadline, of course.

    When he starts the computer, all we get is a grey screen. It won't go any further. I found info about the computer from when i purchased in last July. Here is what it has:

    It's an HP p6t with the following:

    Windows 8.1 64
    • AMD Quad-Core A8-6410 Processor + AMD Radeon(TM) R5 Graphics
    • 6GB DDR3L System Memory (2 Dimm)
    • 750GB 5400 rpm Hard Drive


    When we got the computer, I came here for help with what to put on it for virus protection and so forth before he took it away to college with him. I just asked him if he's been good about running scans, updating virus protection, etc . and I got a look that told me "No ".

    I wasn't sure which forum to post in, but since I assume he picked up a bug somewhere to make it act like this, I thought I'd start here.

    He did go to the HP website last night and read about "resetting" the computer. He tried taking the battery pack off, holding the start button down for several seconds, putting the battery pack back on and restarting it. Nothing.

    We've got just a few days to get this thing going again before he goes back to college. Help!

    Thank you,
    Betsy
     
    Last edited: 2015/03/08
    musicteacher,
    #1
  2. 2015/03/08
    broni

    broni Moderator Malware Analyst

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    Please, observe following rules:
    • Read all of my instructions very carefully. Your mistakes during cleaning process may have very serious consequences, like unbootable computer.
    • If you're stuck, or you're not sure about certain step, always ask before doing anything else.
    • Please refrain from running any tools, fixes or applying any changes to your computer other than those I suggest.
    • Never run more than one scan at a time.
    • Keep updating me regarding your computer behavior, good, or bad.
    • The cleaning process, once started, has to be completed. Even if your computer appears to act better, it may still be infected. Once the computer is totally clean, I'll certainly let you know.
    • If you leave the topic without explanation in the middle of a cleaning process, you may not be eligible to receive any more help in malware removal forum.
    • I close my topics if you have not replied in 5 days. If you need more time, simply let me know. If I closed your topic and you need it to be reopened, simply PM me.

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

    NOTE 1. Use another working computer to download Farbar Recovery Scan Tool. Use USB flash drive to transfer it from good computer to the bad one.
    NOTE 2. Install Panda USB Vaccine, or BitDefender’s USB Immunizer on GOOD computer to protect it from any infected USB device.

    For x32 (x86) bit systems download Farbar Recovery Scan Tool 32-Bit and save it to a flash drive.
    For x64 bit systems download Farbar Recovery Scan Tool 64-Bit and save it to a flash drive.

    Plug the flashdrive into the infected PC.

    If you are using Windows 8 consult How to use the Windows 8 System Recovery Environment Command Prompt to enter System Recovery Command prompt.

    If you are using Vista or Windows 7 enter System Recovery Options.

    [color= "#0000FF"]To enter System Recovery Options from the Advanced Boot Options:[/color]
    • Restart the computer.
    • As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
    • Use the arrow keys to select the Repair your computer menu item.
    • Select US as the keyboard language settings, and then click Next.
    • Select the operating system you want to repair, and then click Next.
    • Select your user account an click Next.

    [color= "#0000FF"]To enter System Recovery Options by using Windows installation disc:[/color]
    • Insert the installation disc.
    • Restart your computer.
    • If prompted, press any key to start Windows from the installation disc. If your computer is not configured to start from a CD or DVD, check your BIOS settings.
    • Click Repair your computer.
    • Select US as the keyboard language settings, and then click Next.
    • Select the operating system you want to repair, and then click Next.
    • Select your user account and click Next.

    [color= "#008000"]On the System Recovery Options menu you will get the following options:[/color]

    • Startup Repair
    • System Restore
    • Windows Complete PC Restore
    • Windows Memory Diagnostic Tool
    • Command Prompt
    • Select Command Prompt
    • In the command window type in notepad and press Enter.
    • The notepad opens. Under File menu select Open.
    • Select "Computer" and find your flash drive letter and close the notepad.
    • In the command window type [color= "#FF0000"]e[/color]:\frst (for x64 bit version type [color= "#FF0000"]e[/color]:\frst64) and press Enter
      Note: Replace letter [color= "#FF0000"]e[/color] with the drive letter of your flash drive.
    • The tool will start to run.
    • When the tool opens click Yes to disclaimer.
    • Press Scan button.
    • It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.
     
    broni,
    #2


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  4. 2015/03/08
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    I'm uncertain about your instructions. I used USB Immunizer on a flash drive, and I downloaded Farber Recovery Scan tool to it, as instructed.

    All I get on the bad computer is a blue/grey screen. I've read the instructions for Windows 8 System Recovery Options. I can't get to the Windows 8 start screen. I wasn't sure if I should do this, but I put in the flash drive, started the computer and tapped F8. It didn't do anything.

    I'm unsure what to do next. Please advise.
     
    musicteacher,
    #3
  5. 2015/03/08
    broni

    broni Moderator Malware Analyst

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    broni,
    #4
  6. 2015/03/08
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    I'll have access to a computer with Windows 8 tomorrow and will attempt to do this.
     
    musicteacher,
    #5
  7. 2015/03/08
    broni

    broni Moderator Malware Analyst

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    No problem :)
     
    broni,
    #6
  8. 2015/03/09
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    I've got a Recovery Drive made on a flash drive from another laptop with Windows 8. What do I do now to get it to work? I plugged it into my son's laptop and turned it on but it's not doing anything. I'm searching online for instructions on what to do next.
     
    musicteacher,
    #7
  9. 2015/03/09
    broni

    broni Moderator Malware Analyst

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    You have to restart computer with USB flash drive in.
    It should boot to USB and you should see Advanced Boot Options.
    If it doesn't work you have to check "boot order" in BIOS to make sure USB device is listed before hard drive.
     
    broni,
    #8
  10. 2015/03/09
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    With the USB inserted, I restarted and pressed the F2 key. On the screen now is something called "HP PC Hardware Diagnostics UEFI" with several options listed below it. I am unsure what to do at this point. It is huge that I'm able to save my son's college work that is on the hard drive so I'm hesitant to move forward without some advice. Thanks.
     
    musicteacher,
    #9
  11. 2015/03/09
    broni

    broni Moderator Malware Analyst

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    broni,
    #10
  12. 2015/03/09
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    Yes, those are the options that are listed.
    I put the flash drive in and started the computer and just got the same blue/grey screen. So I had read somewhere about holding down the F2 button so I tried it and got this HP screen. I didn't see anything about advanced boot options.
    I will admit I got curious so I just ran a quick scan and this is what came up:
    Processor Check: PASSED
    Memory Quick Check PASSED
    Hard Drive SMART Check: PASSED
    Hard Drive Short DST Check: FAILED

    then it gives me a FAILURE ID #

    Awaiting further instructions.
     
    musicteacher,
    #11
  13. 2015/03/09
    broni

    broni Moderator Malware Analyst

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    Not good.
    It looks like hard drive problem.

    To double check....

    Run hard drive diagnostics: http://www.bleepingcomputer.com/forums/topic28744.html/page__view__findpost__p__160520
    Make sure, you select tool, which is appropriate for the brand of your hard drive.
    Depending on the program, it'll create bootable floppy, or bootable CD.
    If downloaded file is of .iso type, use ImgBurn: http://www.imgburn.com/ to burn .iso file to a CD (select "Write image file to disc" option), and make the CD bootable.
    For Toshiba hard drives, see here: http://storage.toshiba.com/storage-services-support/warranty-support/software-utilities#diagnostic

    Note : If you do not know how to set your computer to boot from CD follow the steps here
     
    broni,
    #12
  14. 2015/03/09
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    I was searching this online and found this on the Microsoft forums:

    DST Short Test Failed

    If a DST Short Test fails on your computer, and you receive an error message or log entry that reflects the failure, this is likely caused by a failing hard drive. However, certain software will also cause the DST Short Test to fail. McAfee and other anti-virus programs may cause the DST Short Test Failure error to generate. Other corrupted applications may also throw the error. Re-install the anti-virus program, or return your computer to an earlier point in time with System Restore.

    So this doesn't mean absolutely that the hard drive is bad, right? What does one do to retrieve stuff off a hard drive in this case?

    I still can't get to anything else. When I start it up I still get just that blue/grey screen. So I'm not sure how to follow your instructions. Sorry!
     
    musicteacher,
    #13
  15. 2015/03/09
    broni

    broni Moderator Malware Analyst

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    If you read my reply carefully you'll see that hard drive diagnostic tool will create bootable CD. You'll boot from it and it'll test your drive.
     
    broni,
    #14
  16. 2015/03/10
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    I'm having trouble finding the manufacturer of the hard drive to do this. Any suggestions?
     
    musicteacher,
    #15
  17. 2015/03/10
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    Using F2 while it started, I got back to the HP Diagnostics and found that it's a Western Digital hard drive. I followed the link you gave me and found the Data Lifeguard tool. Upon reading the instructions it says to back up info on the hard drive before running it, which brings us back to the original problem of not wanting to chance losing whatever may be able to be recovered from the hard drive.
    Is there a way that we can get to the hard drive to do this ourselves? I was in Best Buy today and they told me they could try for $100.

    Thanks,
    Betsy
     
    musicteacher,
    #16
  18. 2015/03/10
    broni

    broni Moderator Malware Analyst

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    broni,
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  19. 2015/03/10
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    It's a Western Digital hard drive. I followed the link you gave me and found the Data Lifeguard tool. Upon reading the instructions it says to back up info on the hard drive before running it, which brings us back to the original problem of not wanting to chance losing whatever may be able to be recovered from the hard drive.

    Is there a way that we can get to the hard drive to do this ourselves?

    Thanks,
    Betsy
     
    musicteacher,
    #18
  20. 2015/03/10
    broni

    broni Moderator Malware Analyst

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    broni,
    #19
  21. 2015/03/10
    musicteacher

    musicteacher Well-Known Member Thread Starter

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    That's what I was thinking. If I open it up and take out the drive, will that void the warranty on the computer?
     
    musicteacher,
    #20
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