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windows 8.1 will not open IE or allow programs to install, access denied errors, can ping internet but not run updates

Posted on 2015-01-06
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Last Modified: 2015-01-11
Hello, I have a computer that is running win 8.1 x64
Toshiba Satellite P875-S7310

Problems:
-User noticed first problem when he could not open internet explorer. When you click on the windows icon, it flashes and then disappears. If you attempt to use the app for IE in the start menu, it just hangs on the blue page with the e icon in the center and will not go any further.
-F8 will not bring up boot options such as Safe mode
-Access denied when trying to install or remove programs, even when logged in under built-in admin acct
-When logging in to an account all you see is a black screen with the mouse, you then must use task manager to start explorer.exe before you see anything.
-Cannot connect to the internet through programs such as IE, windows update, updates for norton, etc  *you can ping through command prompt.   - I reset settings in internet options and there isn't a proxy being used


Attempted actions:
I attempted to install google chrome but it will not react to the installation.

-I ran malwarebytes in safemode and it came up with a few entries,

-I don't know if it is norton, but am trying one thing at a time..

-Cannot install Norton removal tool, access denied to temp folder  -I deleted everything in it and tried again, same error. i can in safemode

**-Pulled the hard drive and ran scans from desktop pc on it, found nothing with norton or malwarebytes

I just cannot get safemode with networking options while logged in, no boot options
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Question by:BriPC
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Expert Comment

by:McKnife
ID: 40534336
I am the last to jump the gun and scream "virus!" when it comes to symptoms like that, but...unfortunately this could be the case here. You already found "some entries", what were these, you should google their symptoms.
Offline scanning using boot CDs like windows defender offline or the like might help, but it would be wiser to use a backup to hold something you can fully trust again.
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Author Comment

by:BriPC
ID: 40534371
that was my initial thought too, mostly because in safe mode i am able to do most everything.... however symptoms are just all over the place..
Here is the malwarebytes log if you want to look it over...
clay-mb-log1.xml
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LVL 57

Expert Comment

by:McKnife
ID: 40534388
Use a backup or try a system restore point. Only if both aren't available you should try an offline scan as suggested.
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Accepted Solution

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BriPC earned 0 total points
ID: 40534398
No restore points available, I did do the offline scan , actually pulled the hard drive out and connected it to my other computer and did 2 full drive scans.. didn't find anything..

-I uninstalled Norton and Comodo firewall and am now able to install chrome and firefox, they open and internet explorer does also.. no access denied errors anymore either.. updates are running and am running a hitman pro scan as we speak.. wondering if it wasn't one of the AV or firewall programs...
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LVL 57

Expert Comment

by:McKnife
ID: 40534402
Anti virus software can produce very weird effects, too, right. Watch it for a while.
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Author Closing Comment

by:BriPC
ID: 40542935
uninstalling norton and comodo fixed the problem
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