Cannot open www.msn.com in Windows 10 laptop

Shiv Saha
Shiv Saha used Ask the Experts™
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I have a situation that I need help with. Can someone please advise?

All of a sudden, one of my users cannot browse "www.msn.com". Neither in IE11 nor in Chrome. It says either "Page cannot be displayed" or "open https://msn.com ( eventually, that is also not working) . Any other websites are opening fine. All other users (on the same network) can open msn just fine.

Here are some information about the system:

- It's a Dell Laptop with Windows 10 Pro on it
- Kesperesky Antivirus is installed and other regular office software

Tried the following troubleshooting steps:

1. Turned off the Firewall and Kesperesky antivirus
2. Reset IE Settings / Deleted IE Cache etc..
3. Check for any Windows update
4. I can ping www.msn.com but just cannot open in browser


Any help will be highly appreciated.

Thanks
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This sounds suspiciously like a browser hijack/DNS virus or trojan

When you ping msn.com, what is the IP address that comes back?
Shiv SahaIT Consultant - Systems and Networking

Author

Commented:
@mortimer452: 204.79.197.203
That is the same IP address I get, so that's may rule out DNS hijack.  Have you tried just "msn.com" without the "www" in the front?
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Distinguished Expert 2018

Commented:
Try from another user account.
Eng. Nidal KamalInformation Consultant

Commented:
Good day,

Can you try to scan the laptop with a second opinion cloud anti-malware such as http://www.surfright.nl/en  , BTW the scan will not take much time?
Shiv SahaIT Consultant - Systems and Networking

Author

Commented:
@Nidal - Ran HitmanPro Anti-Malware from Surfright ....in the 1st Run it found about 1200 cookies ..After Deleting them , restarted and ran the anti-malware again. Now it's coming with 0 infections but still cannot access msn.com.

Thanks
Distinguished Expert 2018

Commented:
Please give feedback on all suggestions, mine included :)
Eng. Nidal KamalInformation Consultant

Commented:
Good day,

I agree with Expert comment McKnife , by logging with a different user on this machine, then try to browse www.msn.com from within the new user.  

If that doesn't work, try to download and install https://www.malwarebytes.org/ this anti-Malware works with Kaspersky. Use full scan and look at the results.
IT Consultant - Systems and Networking
Commented:
Did not get any reasonable solution. I had to re-image the machine. All working good after that. Thanks for all the inputs though.
Distinguished Expert 2018

Commented:
It would have been nice to write if you tried the suggestions at least. Did you try another user profile?
Shiv SahaIT Consultant - Systems and Networking

Author

Commented:
@McKnife - Yes, I tried but that didn't help.
Shiv SahaIT Consultant - Systems and Networking

Author

Commented:
I had to find my own solution by reimaging the computer.

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