Urgent Help Please

[sapikest]

I worked on a customers laptop over the weekend, it was a toshiba a work computer, a corparate computer surprisingly he was not limited to do anything.. It was a virus removal (cyber virus that asks for$300)... i boot into safe mode disabled all services (exceppt microsoft) and startups restarted the laptop.. boot up into windows cleaned it up with malwarebytes, restarted it everything was fine.. i just got a call from the customer, hes air card is not working, and he has a docking station with two dual monitors, one of those monitors are not working... please help what did i do wrong?? also he does not leave the laptop with me he waits for it so i wont have too long of a time to work on it.. he will be coming back tomorrow :/

Thanks Everyone!

 

[ComputerRepairTech]

i boot into safe mode disabled all services (exceppt microsoft)

Perhaps this? .....................

 

[Xander]

^^^^^^^^^^that^^^^^^^^^^^^^

 

[sapikest]

Sorry i guys i should of mentioned i turned all the services and startup programs back on... btw its windows 7

 

[lcoughey]

If need be, connect the back clone you made to the system and confirm that these services worked before you looked at it.

 

[sapikest]

any other suggestions? this guy is up my butt when im working on it i swear i hate customers that try to rush but yeah any other suggestions that could be faster than putting the image back on and re cleaning

 

[NYJimbo]

any other suggestions? this guy is up my butt when im working on it i swear i hate customers that try to rush but yeah any other suggestions that could be faster than putting the image back on and re cleaning

Do you have the machine? Check the event logs for clues, look for nonstarting services or dependencies, run something like speccy (sometimes it will complain if it cant talk to something) or better any Toshiba diag software (Toshiba has a thing for this stuff) and see whats not working right.

Its only a couple of things so you just have to go after each individually. Something has to be leaving a clue somewhere.

 

[Majestic]

any other suggestions? this guy is up my butt when im working on it i swear i hate customers that try to rush but yeah any other suggestions that could be faster than putting the image back on and re cleaning

Have you checked device manager? Do you see any problems there? Are any device drivers not loading correctly? Have you tried reinstalling the driver?

Majestic

 

[DocGreen]

Personally I would want to look at the computer ON THE DOCK... but that's just me.

 

[nlinecomputers]

Personally I would want to look at the computer ON THE DOCK... but that's just me.

THIS. You are not going to be able to diagnose this properly without the actual hardware involved.

 

[sapikest]

im thinking its a basic driver or startup issue, he will be bringing the laptop in tomorrow he will NOT DROP IT OFF and leave worst case scenario im going to do system restore to two days ago.. he is bringing in the air card, but he cant bring in the docking station, hes work is 1.5-2 hours away but he lives in the town.. :/ i will keep you guys updated, he said he could have the IT Dept look at it but I declined that becuase that will make my job look bad we'll see how it goes..

 

[Metanis]

One step at a time...

Once in your possession look into the AirCard issue first since you'll have the hardware at hand. It's pretty damn hard to be responsible for troubleshooting hardware you don't have access to.

Since you won't be able to work on the monitor issue at your shop I would install something like LogMeIn on the laptop and ask him to call you when he's back at work.

Have the customer power cycle the docking station before inserting the laptop. Then it will be something simple like dual monitor mode got turned off in Display Settings.

 

[NYJimbo]

i boot into safe mode disabled all services (exceppt microsoft) and startups restarted the laptop.. boot up into windows cleaned it up with malwarebytes, restarted it everything was fine..

You might want to review this process. Booting into safemode, hitting it with MBAM, TDSSKILLER and maybe combofix and then booting back to normal would probably have done the job. Most, not all, of these money/warning viruses that can boot into safemode are usually killed with just a few tools in safe mode and then rebooted normal to do the remaining cleaning, updates, etc.

 

[sapikest]

You might want to review this process. Booting into safemode, hitting it with MBAM, TDSSKILLER and maybe combofix and then booting back to normal would probably have done the job. Most, not all, of these money/warning viruses that can boot into safemode are usually killed with just a few tools in safe mode and then rebooted normal to do the remaining cleaning, updates, etc.

i will keep that in mind, thanks for the info

 

[sapikest]

Once in your possession look into the AirCard issue first since you'll have the hardware at hand. It's pretty damn hard to be responsible for troubleshooting hardware you don't have access to.

Since you won't be able to work on the monitor issue at your shop I would install something like LogMeIn on the laptop and ask him to call you when he's back at work.

Have the customer power cycle the docking station before inserting the laptop. Then it will be something simple like dual monitor mode got turned off in Display Settings.

i guess thats what i will do tomorrow, take care of the air card first..

 

[Dr Tweak]

As others have said, you really need to troubleshoot this with the docking station. Also, the malware he was infected with can easily have corrupted needed Windows files, try running a chkdsk then sfc /scannow to fix/repair any system files. Also take a look at Tweaking.com's Windows Repair to fix possible file/folder permission issues.

 

[Rosco]

Personally I would want to look at the computer ON THE DOCK... but that's just me.

yea this is the only way for sure. If the problem is with the dock how can he expect you to daig it without the dock. This doesn't add up.

 

[KH58]

?......hitting it with MBAM, .......

In this context I assume you're saying Malwarebytes, not Microsoft BitLocker Administration and Monitoring? (Both referred to as MBAM)
Too many acronyms!

 

[brandonkick]

MalwareBytes Anti-Malware

 

[GeeksInKhakis]

Might do an 'in place upgrade / repair'of the OS, just to be sure all OS files are intact. Also, does it get updates? If not, then there might be a virus left.