Malware stop IE use?

[EdEllingham]

So, my brother called me and got an anti-virus virus. Anyway, he asked if I can fix it remotely like I've done before. Sure, I can fix that I say. I ask him to open his web browser and go to touch11.com...ah, but the anti-virus virus wont let him access any webpages. It just keeps giving him errors about removing the malware. Well, this isn't good...not much of a problem since I can just grab the PC and fix it for him in person, but it got me thinking. Maybe I can't think of a work around for this right now, but...yes...that's right...I can just ask one of your brilliant people about what ideas and work arounds you may have came up with for this. Any ways you've gotten a remote connection to people that can't use their web browser?

Thanks,

Ed

 

[Knightsman]

Try safe mode with networking.

 

[Cambridge PC Support]

ftp maybe

never done it myself though

 

[ZenTree]

Be worth having a batch script to reset some network settings and email it over to them if they can access that still.
You can also get some reverse connect vnc packages out there that you could email over and he could run and it would do all the work.

However if they're that bad we normally just get them to bring in.

 

[Martyn]

I suspect it's the proxy or hosts file, get him to check those. It's a fairly standard thing for those to be changed.

 

[numnutz]

Depends on the client and their ability to take commands over the phone. A lot of end users find it difficult to press F8 while the pc is rebooting and get to safe mode with networking. But if they can sometimes you get in remotely. Other things like an alternate browser other than IE if installed already. Other than if they have another pc avail and a flash drive u can walk them through a few other things but usually way before that the user is frustrated and either wants to drop it off to you or have you come onsite..

 

[EdEllingham]

After I got it, his browser was working. People get so flustered when all these errors and things are popping up they just assume they can'y do anything I guess. Like I said, it wasn't a huge problem this time, but thought I'd bring it up to see what kinda suggestions everyone could pull together for when it does come up.

Ed

 

[frenchscottie]

So, my brother called me and got an anti-virus virus. Anyway, he asked if I can fix it remotely like I've done before. Sure, I can fix that I say. I ask him to open his web browser and go to touch11.com...ah, but the anti-virus virus wont let him access any webpages. It just keeps giving him errors about removing the malware. Well, this isn't good...not much of a problem since I can just grab the PC and fix it for him in person, but it got me thinking. Maybe I can't think of a work around for this right now, but...yes...that's right...I can just ask one of your brilliant people about what ideas and work arounds you may have came up with for this. Any ways you've gotten a remote connection to people that can't use their web browser?

Thanks,

Ed

I had the same problem yesterday. My mate called and said he had the System Tools 2011 virus. Normally I would go round but i've damaged the tendons in my foot so i'm stuck in especially with the snow. So I asked him to check his internet and it wasn't working. I know if you reboot and be very quick to open up task manager and go to processes and look for a random 10 letter and number .exe and stop it. But you only got seconds to do it. And over the phone to someone who is pc illiterate - not so easy.
He hardly got as far as the task manager running before the virus popped up. So I told him how to boot into safe mode with networking but no network still, so couldn't do a remote fix. then I told him to do a system restore from safe mode and that worked, so I was able to remote fix it.

 

[BOSS]

I also had System Tools 2011, I had them boot up in safe mode with networking, connect to my website, and run my remote.exe. Then I just installed my remote service. The one I use you do not have to install to use, then rebooted in normal mode. It reconnected just fine, and I was able to work on it all I wanted.

 

[ZenTree]

I also had System Tools 2011, I had them boot up in safe mode with networking, connect to my website, and run my remote.exe. Then I just installed my remote service. The one I use you do not have to install to use, then rebooted in normal mode. It reconnected just fine, and I was able to work on it all I wanted.

Make up your mind

 

[iisjman07]

I suspect it's the proxy or hosts file, get him to check those. It's a fairly standard thing for those to be changed.

Easiest and often most effective thing to do is talk them through getting to the internet options and disabling proxy

 

[BOSS]

Make up your mind

The service I use, you do not have to install, but you can for reboot and reconnect in between normal mode, and safe mode. The issue did not arise in safe mode, so I wanted to be able to reconnect after a reboot in normal user mode. That is where installing the service came into play. The service was installed, and called home, even though I could not get on the internet until I had removed the System Tools 2011, and I was able to connect through a predetermined port and remove the infection.

 

[Cambridge PC Support]

didn't I see you helping out on the egg sucking forum that my granny frequents?

 

[Painless]

Looks like a copy and paste job.

 

[Cambridge PC Support]

Looks like a copy and paste job.

and not a very good one, where are the secret registry entries?

 

[Asrial]

I suspect it's the proxy or hosts file, get him to check those. It's a fairly standard thing for those to be changed.

Another spot to check is the TCP/IP DNS settings and the Task Scheduler. I've seen both of those areas used to re-infect a computer.

 

[sys-eng]

When I read posts such as the one by SofiaBrown, I really wish we had an "Ignore User" button on this forum.

At the least, how about an unhelpful button. The lower right has fo the post has: "Did you find this post helpful? Yes"

No way to respond as "No"

 

[MobileTechie]

didn't I see you helping out on the egg sucking forum that my granny frequents?

Heh heh very droll.

Yep it's a cut and paste from Microsoft Answers.

I looked up the roots of the phrase teaching granny to suck eggs and according to wikipedia, it goes back to 1707. That's a long time for a phrase to keep going!

 

[Xander]

When I read posts such as the one by SofiaBrown, I really wish we had an "Ignore User" button on this forum.

Not a button exactly but, if you go to their profile, near the top is a "User Lists" dropdown which includes an Ignore list.

At the least, how about an unhelpful button. The lower right has fo the post has: "Did you find this post helpful? Yes"

No way to respond as "No"

Yeah, that'd be nice, too.