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Can't access help to remove malware/spyware

by vollynn / September 11, 2010 2:03 AM PDT

I've got Windows XP. Last week my Internet Explorer 7 started switching my active windows to passive for no reason every once in a while. Now it does it every two seconds, and I realized I have some kind of malware or spyware, in spite of having AVG antivirus and McAfee installed and running. Unfortunately, every time I have tried to download antispyware or antimalware software from CNET or Microsoft or even PCtools, my explorer refuses to display the page. I know what the issue is but I have no way of accessing help from the most obvious methods. HELP! I don't want to have to take my laptop to a repair shop for hundreds of dollars. Any suggestions?

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Do you have another computer you can use?
by MarkFlax Forum moderator / September 11, 2010 6:11 AM PDT

If so, use that to download the setup files for both Malwarebytes' Anti-malware and SUPERAntiSpyware.

You will also need the malware definitions.

For MBAM download the update file from

For SAS you can get the definitions from

Download and save those files on the spare computer to some convenient location, (eg the Desktop), then rename the MBAM installer, "mbam-setup.exe", to some other name, eg "Gogetum.exe" or whatever you choose. Copy all of those files onto a CD or memory stick or similar.

Take that to the infected computer and copy the files to the Desktop of that computer. Run Gogetum.exe, the MBAM installer, and when MBAM is isntalled, then run the definitions updater mbam-rules.exe.

When done, run a full scan with MBAM. If it doesn't run, you may need to find the main application file mbam.exe where you installed it to, and change the name of that as well. Anything will do as long as it has .exe at the end. Run that file and perform a full scan.

When MBAM has completed it's full scan, install SAS and then run the definitions updater. You may need to do the name changes for SAS as well. Run a full scan with SAS.

If neither of those run, reboot the computer into Safe Mode and run MBAM and SAS from there, one at a time.

My post below deals with if you do not have a relatives or friends computer to use.


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If you do not have access to another computer.
by MarkFlax Forum moderator / September 11, 2010 6:20 AM PDT

I've just noted you mentioned both AVG and McAfee.

If they are both anti-virus scanners, or both firewalls, or all of those, then this could be the cause of your windows losing focus or freezing. The general rule is, only one anti-virus and only one firewall.

If I misunderstood you, then read on.

No other computer you can use. Your own IE7 will not let you visit security download sites. My first answer would be to Reset IE back to default, and remove all the add-ons, toolbars, BHO's and ActiveX that may be preventing this. In the process you may lose all your Favorites, history, cookies and web site login saves, but hopefully IE will then work again as expected.

To do that, goto the Control Panel and open "Internet Options". Goto the Advanced tab and click the Reset button.

When done, update your current anti-virus scanner and run a full scan with it.

If the scanner fails, reboot the computer into Safe Mode and run the scanner from there.

See if any of that helps.


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