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
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
SOLUTION
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ASKER CERTIFIED SOLUTION
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SOLUTION
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ASKER
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
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
Yes. That's what was meant.
ASKER
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
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
You got it working. Great idea to do a thorough cleanup. :-)
that is what we are here for and you are welcome!
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
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
ASKER
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
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
ASKER
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