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.