Device manager and my coputer issues - need help

[JayDee]

Hi Technibblers!

My name is JayDee ( Yes it's abbreviated), I have recently received my A+ certification, Network + certification, and currently in college to receive an Associates in Applied Science (last semester). I have since decided to start my own computer repair service in my local area. I have job related skills dealing with DSL Verizon tech support issues, VPN networks for a large variety of companies (Pepsi-co, Johnson & Johnson, Everex computers, Netnitoco ISP). Since starting up I have been successful in providing customer satisfaction by satisfying they're needs and was able to find a few strong Niche's to set me aside from the competition ( Game Console Repair, Free Device Give-aways, Competition shattering pricing, etc..).

I have come into an issue i absolutely cannot figure out, i absolutely don't want to refer the customer to someone else to resovle, and the customer is requesting that they're computer is fixed without formatting to resolve.

The Issues

The Customer advised that they kids had a CD that was burned with Pirated music. While trying to play these songs, they other had an audio recorded error message stating " You are listening to pirated music which is not allowed. please purchase your music", But was still able to listen to the majority of the CD. After while the CD rom Drivers became somehow corrupted and is now resulting in the following Issues

Device Manager is Blank!
My Computer takes an un-reasonably long time to load devices.
Not able to install any New programs.

To my understanding on the research i have done, it may be some type of virus. I have ran several AVG scans, Registry scans, Malware scans and did find a few seemingly minor issues ( runtime packets, Ad Remover, rootkits). I have done everything i can forseeably see as far as scanning, removing, and repairing. To my guess, i believe this may be some type of registry error, and i feel like the issue might be out of my realm of understanding and i don't wish to " Experiment" with a customer's computer even though i have taken back-ups of the computer.

I do believe that i once had the tool to fix this issue, but i have since lost it in the move. This Tool was a BartPE CD that had a copy of ERD commander on it. I found in the past that this tool was very good at repairing common issues and coupled with advanced tools for the more advanced technician. If had a Registry repair feature that computer original system files and Registry Hives with the files and hives that was current on the computer and make suggestions. It worked %100 of the time for me in fixing registry issues.

But NE WHO........ if someone has a way better answer plz let me know. The customer is not wanting to format and i do believe they're is an answer to fixing this problem with out formatting, i just don't know what that is right now.

NE ADVICE IS GREATLY APPRECIATED!

 

[MotzTech]

I few things, first off I gotta say that the "error message" seems very off to me. Maybe is was imbedded in part of the song but I highly doubt is was any type of error message.

Now you say they don't want to format, are you billing hourly? Because sometimes it's better to just convince the client that a reload is best, then to spend 10 hours on it and end up with with a huge bill. Are they worried they are going to lose data? If everything is backed up correctly they should be fine. You could even save the profile data and let them keep their desktops/favorites/ect...

What operating system is this? XP, Vista, 7??

Have you tried this for the blank device manager (if it is XP)?
http://support.microsoft.com/kb/311504

Have you done an offline virus scan? Many modern rootkits are able to hide from stuff run within windows.

I'm always weary of using any type of automatic registry fixer, you really have no idea what they are doing. It's better to learn how to edit the registry yourself and fix it manually (ALWAYS backup)

I'm not trying to sound like a jerk here, we all need to start somewhere, but have you done anything besides run automatic tools? Fixing computer issues, especially when it comes to a nasty virus or odd issue like this takes a lot more then running scan with automatic programs.

This post is getting kinda long so I'll stop here. I'll keep an eye on this thread but I won't be back until tomorrow.

 

[NETWizz]

I still think the best fix for this would be a Nuke and Pave if you can convince the customer. It is the ONLY reliable way to ensure 100% efficacy of fixing ALL the problems.

 

[JayDee]

reply

The audio error message was far fetched even in my opinion, i just assumed there was some new error i havent encountered.

OS is winXP sp3.

The reason he claims to not wanting to format is that he has programs installed and he does not have original install source any more, no product keys, no install CD's, no downloads to re-installed already installed programs.

I am billing him per job, and actually is offering him a HUGE discount to try to win is business over. He is an apartment building and hotel owner, and i was attempting to get his customers reffered to me ( Business men that go on the road, laptop breaks, need a local tech. Or, new college kid computer crashes the day before exam). His locations is uniquely placed in my home town of Indianapolis, that his apartment building offers dormitory or alternative Housing location for students attending I.U.P.U.I, and his Hotel is located right off of I-465. This issue he is having is i guess sort of his way of making me work for that connection.

MotzTech

Yes i have searched all through MS knowledge base and they keep reffering me to the same link you provided me. I have turned the the PnP service on. He doues have the Windows XP (KB953979) installed. This problem did not start after he updated WinXP.

i have'd tried it seems like everything, if you need me to post a complete list of things that did not work let me know. But, if you have a problem solving step i should follow, point the way.

 

[Xander]

I downloaded a song once (once) years ago and, halfway through it, the artists stopped singing and said something like "You've listened to this much, please go out and buy our album." Then, having wrecked the listenability of the song, played the rest.

So, an audio warning on a downloaded song seems perfectly plausible but, if that were the case, not a very likely source of a virus ... unless they DL'd it through the least trustworthy means possible (e.g. warez sites)

 

[SnoSalmon]

Firstly, play the CD in your car stereo - do you hear the pirated music message?
Also, finding 'rootkits' as stated in your post above aren't minor and would require some further investigation.

At the end of the day, it sounds a bit sketch. If this guy doesn't have original media or install keys available, why not? Was the software pirated to begin with?
There are times whereby you just need to be honest with yourself, and tell the customer a rebuild is the only reliable way to sort this. If the client doesn't have the disks or install keys any more he will need to re-purchase these unfortunately.
Especially if you are giving him some big discount to try and win his work - you could spend days not charging, running in circles etc. You are more likely to win his business by showing you are competent in diagnosing and sorting the most reliable solution.

Offering a massive discount really only shoots yourself in the foot in the long run - you could be spending that time you're not charging for working on other systems. I've been operating for a little over a year, and find I now only give discounts where they are warranted (eg a good client ordering several computers at once) rather than underselling my services. that's just my 2c though.

 

[JayDee]

We'll the CD is a MP3 CD, not audio device playable unless it's a MP3 player. Im sure there is a way for this to be fixed. In the steps taken from other sites i have been able to speed up little things like the MY Computer now populates a little bit faster, and restart moves faster. The computer is not having any other issues, The Currently installed programs works fine, Internet, All fine. I have even taken his hard drive out and docked with my HDD docking bay to scan for any types of errors and i get none.

This is an old, Seemingly disorganized old man. His wife which is also his secretary is the one who keeps the 2 buildings he is running in line. He has stock trading software, RossetaStone, Visual Basics, some poker application, quick books, Remote Surveillance software and alot more all installed. He has 2 boxes full of CD's in it and he is telling me he has lost his WinXP install CD with product code.

He has went to others in town and they are all telling him to format, he is looking for someone to fix without format. I understand all you guys are saying, but i truely do feel there could be something i can do to fix this issue. if i am able to fix his computer, he will recommend my services and allow me to host keyosk booths up when school start. Nice social advertisement oppurtunity.

 

[B Trevathan]

Have you ran any off line scans with AV CD's to check for rootkits?

Have you ran system file checker?

Have you ran Process Monitor to see if its trying to call a missing file, like a missing dll file?

If this just recently happened, have you tried just restoring to a recent system restore point?

I do believe that i once had the tool to fix this issue, but i have since lost it in the move. This Tool was a BartPE CD that had a copy of ERD commander on it.

Why don't you just download a new copy of ERD for XP?