[REQUEST] Refresh Windows 10 Help

[designwebs]

I have a client who has gotten a bug maybe on his pc. Here is what happened.

1. Client admits to clicking on a file on facebook.
2. Soon thereafter, client noticed some icons on his screen missing. These icons were linked to shortcuts such as gmail, yahoo mail, youtube,etc.
3. Now when client clicks on chrome or tries to start another application he gets a prompt for a password. There are no passwords other than his passwords to access gmail, etc.
4. Also windows defender has been disabled.
5. I tried to do a system refresh and it was prompting me for an admin password. The client does not know what this is.

Any suggestions

 

[donaldctu]

Are you able to install software to do a scan for bugs?

 

[designwebs]

Yes I was able to run malware-bytes and it did not detect anything.

 

[nlinecomputers]

1. Client admits to clicking on a file on facebook.

What exactly did he click on?

 

[cypress]

Seems like an obvious sign of infection.

You are going to need to run a lot more tools than MBAM. Such as JRT, rKill, Rogue Killer, Adwcleaner, Emsisoft, Autoruns.

 

[nlinecomputers]

Windows 10 can be installed so fast that a nuke and pave maybe better. A refresh would do much of that anyway. So what is the point. Image it and blow it away.

 

[designwebs]

Okay I will run those here shortly and let you know how it goes.

 

[cypress]

Windows 10 can be installed so fast that a nuke and pave maybe better. A refresh would do much of that anyway. So what is the point. Image it and blow it away.

Gah I forgot about it being Windows 10. lol. Seriously, back up the data and nuke and pave it with the latest ISO. You should be back up and running within 30 mins.

 

[designwebs]

Okay thanks...

 

[Porthos]

I tried to do a system refresh

Without seeing it if I were thinking refresh I would be backing up data and do a clean install especially if it has never had one since it was upgraded.

Too much time will end up going in to this to make it cost effective/profitable.

 

[designwebs]

When I tired to do a refresh but it keeps asking for the admin password and he lost it and does not remember it.

 

[Porthos]

When I tired to do a refresh but it keeps asking for the admin password and he lost it and does not remember it.

I got that. That is why I said clean install/nuke it.

 

[GTP]

NT Password Utility will get you past the "admin" password.

 

[ohio_grad_06]

Seriously man just back the data up and view it away. It will be a clean install that will get you up and running quickly. You'll be happy and your client well be glad it's working.

 

[frase]

Have you tried a sys restore?
Reboot system, press f8
Boot into CMD
Run from CMD Prompt and type rstrui.exe

 

[designwebs]

Thanks for all the tips. I just did a complete new install of windows. Came off with out a hitch.

 

[Porthos]

Thanks for all the tips. I just did a complete new install of windows. Came off with out a hitch.

Now doesn't that feel better and took less time than all the other stuff combined.