white blank page appears after Windows 7 desktop loads

Hello and Good Morning Everyone,

           Last night, I was watching a television show on one of my DVDs when suddenly a page appeared for a few seconds indicating the following information: "This computer has been blocked... In order to unblock it, you must pay a MoneyPak of $100. At the top of this page, there is an IP address given, the name of the ISP of AT & T, the Operating System of Windows 7, and the name of my computer on the network.  At the bottom of this page, there are links to go to which indicate how to pay the fine using MoneyPak.  While I was able to successfully resolve a similiar issue through the assistance of other EE advisers from a previously closed post, this situation is unique for several reasons.  I will now begin to explain why this situation is different.

              First, the message itself no longer appears.  In its place, there is nothing but a blank, white page which appears after the Windows 7 desktop loads in both, Safe and Normal Mode.  When the white page loads, it locks the computer.  The only options offered when I press Ctrl. Alt. Del, is to either restart Windows or shut down Windows.  

               Secondly, I can not access any of the desktop environment icons to execute HitmanPro, 64 bit version to remove the actual infection causing this issue.  However, I was able to use the Windows Defender on a bootable CD to detect and remove the infection it found.  Unfortunately, the problem is still there.  

                 At this point, it looks like I have one of three options: First, I can try a different bootable utility program which might possibly remove the infection causing the blank white page.  I do have Ultimate Boot CD.  Secondly, I might can possibly create a virtual box on a USB drive which contains Windows 7.  I do have Windows 7, same version, on my laptop in addition to instructions for creating a virtual machine.  Theoretically speaking, perhaps I can install and run HitmanPro from the USB flash drive containing the installed Windows 7 onto the infected desktop hard drive.  And, finally, there is always the option of wiping and reloading.  Personally, I prefer to not go in that direction because I am not sure if I have everything backed up.  As such, I prefer to entertain any and all troubleshooting options available in dealing with this issue.  

                   In closing, I hope to hear back from someone soon regarding this concern.  As always, any suggestion or suggestions will certainly be appreciated and needed.  

                   Thanks in advance for review and attention given to this question.

                   George
GMartinAsked:
Who is Participating?
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

OllarConsultingCommented:
Do you by any chance have more than one user account on that computer that you can log into?  

Often times, those scareware viruses infect the currently-logged in account and if you can log in as another user, you can access utilities ( ie., malwarebytes/ tdsskiller ) to remove it.
0
aadihCommented:
If you can, restore your computer to an earlier time (before the problem occurred).  That'd be the easiest and quickest solution.

Scan with Malwarebytes Antimalware (free) after the system restore.

(Note: Run MBAM anyway, but it may not be able to clean the ransom-ware virus
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
wshtyCommented:
please try the kaspersky rescue disk - it has a built in windows unlocker which deals with these kind of problems.
http://support.kaspersky.com/viruses/rescuedisk/

regards
0
Redefine Your Security with AI & Machine Learning

The implications of AI and machine learning in cyber security are massive and constantly growing, creating both efficiencies and new challenges across the board. Check out our on-demand webinar to learn more about how AI can help your organization!

Michael MachieIT SupervisorCommented:
Sounds like a Virus to me! Whatever you do, DO NOT click that link!!

Scan for viruses as suggested. Another alternative is to run ComboFix, DownLoad Here!

This program has saved hundreds of people LOTS of headaches. Make sure to disable your AV as the AV may have locked some folders. ComboFix will tell you to disable it.

Be patient and start there - 99% of the time most issues are resolved by running this scanner/repairer. I LIVE with this tool on my flash drives...
0
GMartinAuthor Commented:
Hello Everyone,

            There is only one user account for this computer which can not be accessed.  Under the current circumstances, I do not see any way of creating a new user account to try out.  

             With regards to restoring the computer back to an earlier time like before the problem happened, how can I carry out that goal?  I can access a menu of options by pressing F8 at bootup.  I remember seeing Restore from last good known configuration.  Perhaps we are talking about the same thing here.  

              About  kaspersky rescue disk, that certainly sounds like a very fruitful avenue to try out.  Since I have never used this utility, would you mind providing some tips for the operational use of this utility?  Or, maybe a tutorial link which contains the instructions for using it so I can print it out?  

                In closing, I am sorry for having so many followup questions.  Given my limitations here, I am sure everyone understands though.  

                Thanks

                George
0
aadihCommented:
How to do system restore?: rstrui.exe from the command prompt in safe mode.
0
GMartinAuthor Commented:
Hello

           Unfortunately, desktop icons do not stay on the screen even in Safe Mode.  It only appears for about 2 seconds, disappears, and the screen locks into a white blank page.  Can I possibly choose Comman Prompt Only from the list of options and use the command referenced?

            Thanks
           
            George
0
aadihCommented:
Yes. That's what was meant.
0
GMartinAuthor Commented:
Hello and Good Afternoon Everyone

             I have some very good news which I need to share with everyone.  The problem is now fixed.  Using aadih's suggestion to restore the computer to an earlier time (before the problem occurred) within Safe Mode with Command Prompt Only, I was able to quickly and easily  fix the problem.  Due to the fact that the desktop environment would not load in both, Safe and Normal Mode, the problem situation was a bit tricky.  However, when I repeatedly pressed the F8 key at the startup of the computer, I was given a menu of options.  I selected Safe Mode with Command Prompt Only.  Once everything loaded within Safe Mode, I was given a black screen with the path of c:\windows\system32.  At that point, I was at the Command Prompt and ready to enter the command of rstrui.exe given by aadih.  Within a few seconds I was at the System Restore Screen which gave a list of Restore Points to use.  At the bottom of the screen, it gave an option to go to for selecting earlier restore points as well.  At any rate, I selected 8/20/13 because I knew everything was running great from that date and earlier.  Once selected, the System Restore carried out its task and restarted the computer.  To my pleasant surprise, I was at the desktop environment with all of its icons without the blank white page appearing.  

             While I acknowledged  the problem itself was fixed, I knew deep down the cause of the problem was likely to still be on the computer.  As such, I ran a battery of cleanup utilities including Malwarebytes, Combo Fix, HitmanPro 64 bit version, CCleaner, tdsskiller, and Panda Cloud Antivirus.  Each utility found objects such as files, registry entries, and even folders which were needed to be removed.  After taking the time to run all of these utilities, this computer is now working better than ever.  

                On a personal note, I sincerely want to thank everyone for your help.  Without the feedback given, I certainly would not have made it through this problem.  Words can never fully convey my deep appreciation each and every time guidance and advisement is given.  Despite of this, I do sincerely thank each and everyone for always being there for me.  
You guys are the greatest!!!!!

                 Thanks so much once again.

                 George
0
aadihCommented:
You got it working.  Great idea to do a thorough cleanup.  :-)
0
Michael MachieIT SupervisorCommented:
that is what we are here for and you are welcome!
0
wshtyCommented:
sorry for the late response and great that you were able to fix it!
just for the protocol so that my solution may be added to the knowledgebase - in this link everything about the windowsunlocker feature of kaspersky rescue disk, including a step by step guide is explained:
http://support.kaspersky.com/us/8005?el=88501

regards
0
GMartinAuthor Commented:
Hello and Good Morning,

              Thank you so  much for the followup tutorial link for Kaspersky Rescue Disk 10.  I meant to include within my closing comments a word or two about it.  Within the link http://support.kaspersky.com/viruses/rescuedisk/ that you supplied, there were additional embedded links which provided instructions for using it.  I apologize for this oversight on my part when I requested additional information for using this utility.  Also, I did download the ISO file for Kaspersky Rescue Disk 10 and burned it to CD for future troubleshooting purposes.  

                Thanks once again for the tip.  It is really a great suggestion : - )

                George
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Anti-Virus Apps

From novice to tech pro — start learning today.