Connected to network but not to the Internet

I have a client with a Dell Desktop computer running the Dell OEM version of Windows 7.who received a malicious email last week. Unfortunately she opened it and ever since she has had problems with her computer. When she rebooted her PC she started seeing the message that she may be a victim of software counterfeiting and that her version of Windows is not genuine. We know that isn't the case because it is the original version installed by Dell 4 years ago. At the same time this happened she lost her ability to connect to the Internet. 6 other users connect to the same router (3 via Ehternet cables and 3 wireless) with no problems.

Here is what I have done so far -
1) Ran a full system scan with her Norton AV
2) Downloaded Superantispyware and Malewarebytes to a flash drive and the installed them and ran them on her PC. Could not update because we don't have an Internet connection
3) Found Teredo Tunneling Pseudo Interface error in device manager and repaired that.
4) Performed a power cycle of the PC, Modem and Router
5) Installed a wireless adapter and connected to the router but still could not get to the Internet.
6) Checked for the LAN and wireless adapters in Device manager and they are there and working properly
7) Checked the IP address on both adapters and both start with 169.xxx
8) Tried to run the Windows troubleshooter for network problems and it came back with a message that the problem could not be identified.
9) Tried running a System Restore to a date prior to the email she received but it failed with a message that a file in Norton is corrupt and system restore cannot complete.

Please advise. This lady is the secretary at our church and really can't afford to be down very long.

Thank you!

Robert
Robert EhingerIT specialistAsked:
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JohnBusiness Consultant (Owner)Commented:
A system restore has not worked. You can try System File Checker. Open cmd.exe with Run as Administrator and run SFC /SCANNOW twice. Close out, shut down, start up and then run TCP/IP Refresh and DNS Flush.

Open cmd.exe with Run as Administrator
Then  netsh int ip reset c:\resetlog.txt
Also, ipconfig /flushdns followed by net stop dnscache followed by net start dnscache
Then restart the computer

If this does not work, and with all you did, then back up all the data and install Windows fresh.
Peter HutchisonSenior Network Systems SpecialistCommented:
This is your problem:
Checked the IP address on both adapters and both start with 169.xxx

169 addresses are known as APIPA addresses which is a local address and non-routable, so you will not get onto the internet.
The address needs to be in the same address range as your ADSL Modem (usually 192.168.x.x or 10.x.x.x ranges).
If you run IPConfig /all it should be set to:

IPv4 Address:   x.x.x.x
Default Gateway: x.x.x.x (same as IP for modem)
DNS Servers: x.x.x.x (same as IP for modem usually or ISP's DNS servers)

where x.x.x.x is the address given to PC by your ADSL modem, if the DHCP service is running.
zalazarCommented:
You could try to do some basic scans like "sfc /scannow" as already mentioned.
Another option could be to run the "System Update Readiness tool" from Microsoft which can solve some inconsistencies.
System Update Readiness tool
https://support.microsoft.com/en-us/kb/947821
http://windows.microsoft.com/en-us/windows7/what-is-the-system-update-readiness-tool

But I agree with John here.
If a system restore and these basic scans do not work then the fastest and most reliable way is to backup all data and install Windows again. With a lot of malware it's unfortunately very difficult to completely remove it and get Windows back to what it was.
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Robert EhingerIT specialistAuthor Commented:
I tried the various suggestions from above and not worked. In fact, I got error messages that the various commands were not available.

But once I downloaded ComboFix to a USB stick, copied it to the desktop and then ran it, the network connection was restored, Windows no longer showed as not genuine and I was able to update and run Malwarebytes and Superantispyware.

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JohnBusiness Consultant (Owner)Commented:
So now with the system running, can you run the SFC and networking fixes suggested?
Robert EhingerIT specialistAuthor Commented:
yes
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Windows 7

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