Missing *everything*, all she sees is her desktop picture.

[waterbaby]

Hi there. Okay, this is a shot in the dark, but I will explain what I can.
My mom has somehow messed her computer up, usually when she does this, I am near by to try to help, but she lives 5 hours away now, and just called me for help, but I am lost.
She says that all she can see from her computer is her desktop picture, no icons, no start menu, nothing. If she puts her arrow to where the start would be, it comes up and she can get to some things that way. She cannot e-mail, nor can she access the net. She is saying she thinks it has something to do with Zone Alarm because it was half way through downloading something and just stopped. I guess she was on the phone to some tech guy (don't ask me who, I have no idea) and he said she'd probably have to take her computer in to get fixed (which is mighty inconvenience since she lives in the middle of nowhere.). She says a warning comes up that says "TrueVector Service has encountered a problem and needs to close, we are sorry for the inconvenience....would you like to send an error report....". She uses XP. That is all I know, my mom isn't the greatest at explaining things to me, so that's all I could get out of her, lol. Oh, and she said she tried System Restore already.
Any suggestions would be helpful, and thanks.

[brett]

Get her to follow the instructions here (http://www.nohold.net/noHoldCust25/Prod_1/Articles55646/CompleteUninstallNonNT.html) to uninstall ZoneAlarm. Should the uninstallation fail, she'll need to perform a manual uninstall. (http://www.nohold.net/noHoldCust25/Prod_1/Articles55646/manualuninstall.html)

To access her desktop and Start Menu, she should hit Ctrl+Alt+Del, click the Task Manager's Applications tab, click the New Task button, type "explorer.exe" (without the quotes) and then click OK (this might or might not work - it depends on the cause of the problem - and even if it does work, it'll probably only be temporary).

BTW, what happened when she tried System Restore? Did it restore the system to an earlier date (but the problem was still present)? Or ... ?

[Crockett]

Yep, probably a corrupt/incomplete ZA. After she does the uninstall as per Brett's link's, give her this link (http://download.zonelabs.com/bin/free/1012_zl/zlsSetup_60_667_000.exe) to get the new download file. Choose to SAVE it first to her computer. Once downloaded, then double click on that file to install it or Start > Run .....browse for the file

[brett]

... give her this link (http://download.zonelabs.com/bin/free/1012_zl/zlsSetup_60_667_000.exe) to get the new download file. Choose to SAVE it first to her computer. Once downloaded, then double click on that file to install it or Start > Run .....browse for the file
Click (http://www.after16.org.uk/images/1_8spare.gif) :)

[Crockett]

Click (http://www.after16.org.uk/images/1_8spare.gif) :)
LOL...it's no mistake. ;)

[waterbaby]

*Sigh*
Thanks for your suggestions, I guess tonight when I get home from work, I'll have to have a drink, grab my smokes and prepare for a long phone call with my mom....nobody else wants to do this, eh? ;)

[waterbaby]

Oh! I know!
TEEEEERRRRRIIIIIIII!!!!!!!
*starts kissing arse* :p

[waterbaby]

BTW, what happened when she tried System Restore? Did it restore the system to an earlier date (but the problem was still present)? Or ... ?
I just talked to her on the phone,she says "Yeah, I tried system restore to put it back like a week, and it looks like it is doing it and it restarts the computer, but then it doesn't do it, it like, just nothing happens." :p Those were her words, not mine. Lol.
Also, she said she managed to get into her e-mail this morning, but she knows she isn't receiving all of them, and she can't send any out.

[brett]

I just talked to her on the phone,she says "Yeah, I tried system restore to put it back like a week, and it looks like it is doing it and it restarts the computer, but then it doesn't do it, it like, just nothing happens."
Once she's removed ZA and the system is back to normal (said with confidence!), simply disabling and re-enabling System Restore should get it functioning (How to turn on and turn off System Restore in Windows XP (http://support.microsoft.com/default.aspx?scid=kb;%5BLN%5D;310405)).

[dragonfly]

Ok, the arse kissin' worked.. ;) I called waterbaby's mom and spent considerable time on the phone trying to get this sorted out. Brett, I followed your instructions and I think we managed to get ZA uninstalled, but the problems that are present are the following:

No task bar what so ever along the bottom. I tried looking everywhere I could think of to try and fix it and bring it back, to no avail.

Cannot connect to the internet, but if she uses Google Desktop, she can connect up to a point there. She can enter search criteria, find items and go to the web page, but then looses the connection shortly after that.

E-mail retrieval is hit or miss. Sometimes she gets it, other times it tries to check and just can't connect to the server. I tried an ip release/renew, but that didn't work either.

I think this is beyond my scope of knowledge on how to help with this. I'm at a loss. Anyone have any ideas or information? :rolleyes:

[brett]

How to determine and recover from Winsock2 corruption. (http://support.microsoft.com/?kbid=811259)

I'll get back to you regarding the taskbar problem.

EDIT: Should she not be using SP2 - and so be unable repair Winsock using the NETSH command - she might find it easier to use this (http://www.snapfiles.com/get/winsockxpfix.html) utility (if she can download it) rather than trying to following the instructions in the article.

[brett]

Okay, see whether running the attached - courtesy of the illustrious Kelly Theriot - helps (any warnings thrown out by an antivirus utility can safely be ignored). Reboot after it's been run.

If not, put in the Windows CD, hit Ctrl+Alt+Del to call up the Task Manager and click File > New Task (Run). Type CMD and click OK. In the CMD window, type the following:-

expand x:\i386\explorer.ex_ c:\windows\explorer.exe

(note that the "x" in the above line should be changed to match the letter of the CD/DVD drive).

This command can also be run from the Recovery Console. To access the Console, reboot with Windows CD in the drive and choose the first repair option.

Reboot and see what happens. Should things still not be fixed, take a gander at this article:- Taskbar Is Missing When You Log On to Windows. (http://support.microsoft.com/default.aspx?scid=kb;EN-US;Q318027)

Good luck!

[waterbaby]

*hides in a corner*

[Crockett]

She is saying she thinks it has something to do with Zone Alarm because it was half way through downloading something and just stopped.
Being that Rhonda's mom is pretty computer illiterate how do we know that Zone Alarm was downloading a new version?
It's quite possible (and more likely) it was a ZA popup asking for permission for access from an undesirable program and she allowed it.
Once she's removed ZA and the system is back to normal (said with confidence!)
Ya, OK....read on.....:)
Brett, I followed your instructions and I think we managed to get ZA uninstalled, but the problems that are present are the following:

No task bar what so ever along the bottom. I tried looking everywhere I could think of to try and fix it and bring it back, to no avail.

Cannot connect to the internet, but if she uses Google Desktop, she can connect up to a point there. She can enter search criteria, find items and go to the web page, but then looses the connection shortly after that.

E-mail retrieval is hit or miss. Sometimes she gets it, other times it tries to check and just can't connect to the server. I tried an ip release/renew, but that didn't work either.
Does Brett still have his confidence..... :rolleyes: :p

Rhonda or dragonfly...get her to post a HijackThis (http://www.spywareinfo.com/~merijn/files/HijackThis.exe) log please if she can get the download.

[dragonfly]

Rhonda or dragonfly...get her to post a HijackThis (http://www.spywareinfo.com/~merijn/files/HijackThis.exe) log please if she can get the download.

Hi Crockett. Just got off the phone with Rhonda's mom. She's going to see if she can get on the internet/email and let me know. If so, we will do a HJT log and post. If not, I don't know how we can get the results posted here. Will keep you posted ;)

[Crockett]

Hi Crockett. Just got off the phone with Rhonda's mom. She's going to see if she can get on the internet/email and let me know. If so, we will do a HJT log and post. If not, I don't know how we can get the results posted here. Will keep you posted ;)
Do you live closeby her? If so...it will fit on a floppy you can bring over. I'm not saying this is the answer, but I can't take this standing still....LOL :D

[dragonfly]

Do you live closeby her? If so...it will fit on a floppy you can bring over. I'm not saying this is the answer, but I can't take this standing still....LOL :D

I hear ya! :rolleyes: I wish I did live close by. Unfortunately, they are about 3 hours drive away. She thinks she has HJT on her computer, the problem is getting the connection to the internet to post. I told her if she can at least get email, to email me and let me know, then I will get her to do the log, email it to me and I will post it. That's about all I can do at this point. It's too bad she isn't very literate when it comes to computers. Makes the task more of a challenge.. :o

Oh, but one thing I forgot to mention, when I read part of your post to her about ZA asking for permission, she said she does remember something coming up, but she doesn't remember if she said "allow" or "don't allow".......you may be on the right track here (I hope) ;)

[brett]

>>Does Brett still have his confidence.....<<

Yup ;) I have seen mention of ZA causing this type of issue on a number of occasions. In fact, click on the link I provided to WinSock XP Fix (post #11) and then click on the link to user opinions and you'll find ...

Had problem with uninstalling Zonealarm firewall. Spent 3 days trying to fix errors. Was unable to use 'system restore'. Finally took the gamble and used Winsock XP fix and rebooted. All done! Fixed! All back to normal. What a relief! Thanks for this excellent program.

>>It's quite possible (and more likely) it was a ZA popup asking for permission for access from an undesirable program and she allowed it.<<

Seems a tad unlikely, IMO. Top o' my head, I can't think of any malware which would have such an impact on a system. 'Tis possible tho' that this (http://forum.worldstart.com/showpost.php?p=736538&postcount=27) post could be of some relevance here. Could it be that ZA's scan removed something which hooks into the Winsock2 LSP chain, such as NewNet? Hmmm. Maybe, but that wouldn't explain the loss of the taskbar and desktop. I still suspect ZA ;)

[dragonfly]

'Tis possible tho' that this (http://forum.worldstart.com/showpost.php?p=736538&postcount=27) post could be of some relevance here. Could it be that ZA's scan removed something which hooks into the Winsock2 LSP chain, such as NewNet? Hmmm. Maybe, but that wouldn't explain the loss of the taskbar and desktop. I still suspect ZA ;)

Did you see what I added to my last post here? She still thinks it has something to do with ZA too. Especially after I asked her about ZA asking permission for something. We may get to the bottom of this yet.. :rolleyes:

[brett]

Did you see what I added to my last post here? She still thinks it has something to do with ZA too. Especially after I asked her about ZA asking permission for something. We may get to the bottom of this yet.. :rolleyes:
Should SP2 be installed, simply running the netsh winsock reset command from a command prompt (to get to the command prompt, click Start > Run > type CMD > click OK) followed by a reboot might be enough to restore her connectivity.

Should SP2 not be installed ... well, the steps are described are in the article to which I linked if you fancy talking her through 'em :)

[dragonfly]

Should SP2 be installed, simply running the netsh winsock reset command from a command prompt (to get to the command prompt, click Start > Run > type CMD > click OK) followed by a reboot might be enough to restore her connectivity.

Thanks Brett! That worked for her connectivity problem :D Now, for the taskbar problem. I emailed her the zip file, and she ran it, rebooted, but it did nothing. Crockett suggested getting her to post a HJT log. Should I still try to do that, or should we go through the steps here: Taskbar Is Missing When You Log On to Windows (http://support.microsoft.com/default.aspx?scid=kb;EN-US;Q318027) Hopes she can get away with not doing this.... :p

[Crockett]

No harm in showing me a log. :)
At the very least, it will rule out foistware.

[dragonfly]

Hi Crockett! I will give her a call and walk her through a HJT log. I'll be glad when we get this one figured out.... :p :D

[Crockett]

Hi Crockett! I will give her a call and walk her through a HJT log. I'll be glad when we get this one figured out.... :p :D
I'll be up for another 1 1/2 hours (10 PM your time)
Brett's asleep so let's see how much damage we can do...LOL :D (Kidding)

[dragonfly]

Brett's asleep so let's see how much damage we can do...LOL :D (Kidding)
:D :D That's funny!

Here is her log:
Logfile of HijackThis v1.99.1
Scan saved at 9:10:51 PM, on 30/10/2005
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP2 (6.00.2900.2180)

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\Explorer.EXE
C:\WINDOWS\system32\spoolsv.exe
C:\Program Files\Hewlett-Packard\HP Share-to-Web\hpgs2wnd.exe
C:\program files\quicktime\qttask.exe
C:\Program Files\Picasa2\PicasaMediaDetector.exe
C:\Program Files\Google\Google Desktop Search\GoogleDesktop.exe
C:\WINDOWS\system32\ctfmon.exe
C:\Program Files\Hewlett-Packard\AiO\hp psc 700 series\Bin\hpobrt07.exe
C:\Program Files\Google\Google Desktop Search\GoogleDesktopIndex.exe
C:\Program Files\Hewlett-Packard\AiO\hp psc 700 series\Bin\hpobrt07.exe
C:\PROGRA~1\HEWLET~1\HPSHAR~1\hpgs2wnf.exe
C:\Program Files\Google\Google Desktop Search\GoogleDesktopCrawl.exe
C:\PROGRA~1\INCRED~2\bin\IMApp.exe
C:\WINDOWS\LogWatNT.exe
C:\WINDOWS\system32\pctspk.exe
C:\PROGRA~1\HEWLET~1\AiO\Shared\Bin\hpoevm07.exe
C:\WINDOWS\System32\svchost.exe
C:\Program Files\Hewlett-Packard\AiO\Shared\bin\hpOSTS07.exe
C:\Program Files\IncrediMail\bin\IncMail.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\DOCUME~1\Crow1\LOCALS~1\Temp\Temporary Directory 1 for hijackthis.zip\HijackThis.exe
C:\DOCUME~1\Crow1\LOCALS~1\Temp\Temporary Directory 2 for hijackthis.zip\HijackThis.exe

R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://gold-river.cablerocket.com/
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://home.excite.ca
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.google.ca
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Window Title = Microsoft Internet Explorer provided by Shaw High Speed Internet
R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Int ernet Settings,ProxyServer = proxy:8080
O2 - BHO: (no name) - {53707962-6F74-2D53-2644-206D7942484F} - C:\PROGRA~1\SPYBOT~1\SDHelper.dll
O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - c:\program files\google\googletoolbar1.dll
O3 - Toolbar: (no name) - {BA52B914-B692-46c4-B683-905236F6F655} - (no file)
O3 - Toolbar: &Google - {2318C2B1-4965-11d4-9B18-009027A5CD4F} - c:\program files\google\googletoolbar1.dll
O4 - HKLM\..\Run: [WCOLOREAL] "C:\Program Files\COMPAQ\Coloreal\coloreal.exe"
O4 - HKLM\..\Run: [srmclean] C:\Cpqs\Scom\srmclean.exe
O4 - HKLM\..\Run: [NeroCheck] C:\WINDOWS\system32\NeroCheck.exe
O4 - HKLM\..\Run: [Share-to-Web Namespace Daemon] C:\Program Files\Hewlett-Packard\HP Share-to-Web\hpgs2wnd.exe
O4 - HKLM\..\Run: [QuickTime Task] "C:\program files\quicktime\qttask.exe" -atboottime
O4 - HKLM\..\Run: [MCAgentExe] c:\PROGRA~1\mcafee.com\agent\mcagent.exe
O4 - HKLM\..\Run: [MCUpdateExe] C:\PROGRA~1\mcafee.com\agent\McUpdate.exe
O4 - HKLM\..\Run: [Picasa Media Detector] C:\Program Files\Picasa2\PicasaMediaDetector.exe
O4 - HKLM\..\Run: [Google Desktop Search] "C:\Program Files\Google\Google Desktop Search\GoogleDesktop.exe" /startup
O4 - HKCU\..\Run: [CTFMON.EXE] C:\WINDOWS\system32\ctfmon.exe
O4 - HKCU\..\Run: [MoneyStartUp] c:\Program Files\Microsoft Money\System\Money Startup.exe
O4 - HKCU\..\Run: [IncrediMail] C:\Program Files\IncrediMail\bin\IncMail.exe /c
O4 - Global Startup: HPAiODevice(hp psc 700 series) - 1.lnk = C:\Program Files\Hewlett-Packard\AiO\hp psc 700 series\Bin\hpobrt07.exe
O4 - Global Startup: HPAiODevice(hp psc 700 series) - 3.lnk = C:\Program Files\Hewlett-Packard\AiO\hp psc 700 series\Bin\hpobrt07.exe
O8 - Extra context menu item: &Add animation to IncrediMail Style Box - C:\PROGRA~1\INCRED~2\bin\resources\WebMenuImg.htm
O8 - Extra context menu item: &Google Search - res://C:\Program Files\Google\GoogleToolbar1.dll/cmsearch.html
O8 - Extra context menu item: &Translate English Word - res://C:\Program Files\Google\GoogleToolbar1.dll/cmwordtrans.html
O8 - Extra context menu item: Backward Links - res://C:\Program Files\Google\GoogleToolbar1.dll/cmbacklinks.html
O8 - Extra context menu item: Cached Snapshot of Page - res://C:\Program Files\Google\GoogleToolbar1.dll/cmcache.html
O8 - Extra context menu item: Similar Pages - res://C:\Program Files\Google\GoogleToolbar1.dll/cmsimilar.html
O8 - Extra context menu item: Translate Page into English - res://C:\Program Files\Google\GoogleToolbar1.dll/cmtrans.html
O9 - Extra button: (no name) - {CD67F990-D8E9-11d2-98FE-00C0F0318AFE} - (no file)
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra button: Shaw Help - {7F1F5B1F-1EDE-4E2C-A21B-DCEEDE8D02D1} - http://support.shaw.home.com (file missing) (HKCU)
O14 - IERESET.INF: START_PAGE_URL=http://home.excite.ca
O16 - DPF: {00B71CFB-6864-4346-A978-C0A14556272C} (Checkers Class) - http://messenger.zone.msn.com/binary/msgrchkr.cab31267.cab
O16 - DPF: {14B87622-7E19-4EA8-93B3-97215F77A6BC} (MessengerStatsClient Class) - http://messenger.zone.msn.com/binary/MessengerStatsPAClient.cab31267.cab
O16 - DPF: {17492023-C23A-453E-A040-C7C580BBF700} (Windows Genuine Advantage Validation Tool) - http://go.microsoft.com/fwlink/?linkid=39204
O16 - DPF: {2917297F-F02B-4B9D-81DF-494B6333150B} (Minesweeper Flags Class) - http://messenger.zone.msn.com/binary/MineSweeper.cab31267.cab
O16 - DPF: {4ED9DDF0-7479-4BBE-9335-5A1EDB1D8A21} (McAfee.com Operating System Class) - http://download.mcafee.com/molbin/shared/mcinsctl/en-us/4,0,0,84/mcinsctl.cab
O16 - DPF: {8E0D4DE5-3180-4024-A327-4DFAD1796A8D} (MessengerStatsClient Class) - http://messenger.zone.msn.com/binary/MessengerStatsClient.cab31267.cab
O16 - DPF: {B8BE5E93-A60C-4D26-A2DC-220313175592} (ZoneIntro Class) - http://messenger.zone.msn.com/binary/ZIntro.cab32846.cab
O16 - DPF: {BCC0FF27-31D9-4614-A68E-C18E1ADA4389} (DwnldGroupMgr Class) - http://download.mcafee.com/molbin/shared/mcgdmgr/en-us/1,0,0,20/mcgdmgr.cab
O16 - DPF: {EF791A6B-FC12-4C68-99EF-FB9E207A39E6} (McFreeScan Class) - http://download.mcafee.com/molbin/iss-loc/vso/en-us/tools/mcfscan/2,0,0,4400/mcfscan.cab
O16 - DPF: {F00F4763-7355-4725-82F7-0DA94A256D46} (IMDownloader Class) - http://www2.incredimail.com/contents/setup/downloader/imloader.cab
O23 - Service: Event Log Watch (LogWatch) - Unknown owner - C:\WINDOWS\LogWatNT.exe
O23 - Service: McAfee SecurityCenter Update Manager (mcupdmgr.exe) - McAfee, Inc - C:\PROGRA~1\McAfee.com\Agent\mcupdmgr.exe
O23 - Service: PCTEL Speaker Phone (Pctspk) - PCtel, Inc. - C:\WINDOWS\system32\pctspk.exe

[dragonfly]

Crockett, I wanted to let you know that the ONLY way we could get this to work was to d/l the newest version of HJT, save it to the desktop, run it from the desktop and then save the log to the desktop. She cannot get into "my computer" at all, cannot add a new folder to the desktop, nothing. I didn't know what else to do, or any other way to run and save this log. Hope this is still usefull... ;)

[Crockett]

That's OK...I'm just getting it now. How did she download it if she couldn't surf?

[Crockett]

OK...I don't see a firewall (unless using Windows Firewall), nor do I see an AntiVirus running?
I do see remnants of McAfee, but not working. It's virus scan online is in startup, but I don't see it running.

What's with all the instances of Internet Explorer?

With all other windows closed, including Internet Explorer, run HijackThis again and get it to fix the following cosmetic entries if present:
O3 - Toolbar: (no name) - {BA52B914-B692-46c4-B683-905236F6F655} - (no file) ...this is a remnant of McAfee
O4 - HKLM\..\Run: [NeroCheck] C:\WINDOWS\system32\NeroCheck.exe -unnecessary but not a problem
O4 - HKLM\..\Run: [QuickTime Task] "C:\program files\quicktime\qttask.exe" -atboottime -unnecessary but not a problem
O4 - HKCU\..\Run: [MoneyStartUp] c:\Program Files\Microsoft Money\System\Money Startup.exe -unnecesary, available via start > Programs.
O9 - Extra button: (no name) - {CD67F990-D8E9-11d2-98FE-00C0F0318AFE} - (no file) -can be fixed...related to Real Player
O14 - IERESET.INF: START_PAGE_URL=http://home.excite.ca Fix only if you didn't set this as your start page

Go to Start | Run and type in the box: cleanmgr. Press 'OK'. Let it scan your system for files to remove. Make sure these 3 are checked and then press "ok" to remove:

Temporary Files
Temporary Internet Files
Recycle Bin

Reboot.

[brett]

OK...I don't see a firewall ...
Given that there’s been no connectivity since the removal of ZA, that’s hardly surprising :D

DF,

Does the original (Windows) installation CD include SP2? If so, simply follow the steps I outlined in post #12 (repeated below).

... put in the Windows CD, hit Ctrl+Alt+Del to call up the Task Manager and click File > New Task (Run). Type CMD and click OK. In the CMD window, type the following:-

expand x:\i386\explorer.ex_ c:\windows\explorer.exe

(note that the "x" in the above line should be changed to match the letter of the CD/DVD drive).

This command can also be run from the Recovery Console. To access the Console, reboot with Windows CD in the drive and choose the first repair option.

Should the CD not include SP2 (IOW, if SP2 were added at some stage after the original installation), try the following command:-

expand c:\windows\servicepackfiles\i386\explorer.ex_ c:\windows\explorer.exe

Again, this could be run either at a command prompt or from the Recovery Console.

[dragonfly]

Thank you for replies Brett and Crockett. I don't seem to be getting notification in my email when someone replies to this thread.. :confused: Just happen to come here and saw both of your replys.

Crockett, no there is no firewall as we uninstalled ZA. She has Avast! Antivirus. It's really difficult to do anything cuz she has NO taskbar. And alot of the programs she can't seem to close out completely cuz she can't see/find the "X" to close. Which is why you see the multiple instances of IE. We managed to snag a copy of HJT after we fixed the winsock thingy, but I told her she is not protected w/o a firewall and not to surf. Will have her fix what you have posted and let you know from there how it goes.

Brett, she doesn't have a Windows Installation CD. It's one of those damn restore disk that I hate cuz they are useless in situations like this. What shall we do now?

[MNGAL]

This might be really dumb with all the major things you all have been doing, but could her lack of task bar and the close out X be because she has accidentally hit the F11 and has a full page screen? :confused:

[dragonfly]

This might be really dumb with all the major things you all have been doing, but could her lack of task bar and the close out X be because she has accidentally hit the F11 and has a full page screen? :confused:

IF this is the case, what do you do to disable that?

[sharber60]

Hit the F11 key.

Also get her to check her display, see if the resolution has changed to the large low resolution.

[waterbaby]

*pokes Terri and whispers*
Should I tell her to unplug her modem at night (and when she isn't on it), since she has no protection, and even if her computer is turned off, there is still access because of the modem?

Oh, and thank you everyone for saving me from doing this...I could help her if she was here and I could go on the computer myself to try things, but with her being 5 hours away, I can't do the phone thing with her, and I must give Terri *huge* credit for being able to do so (wink, wink).

[dragonfly]

Hit the F11 key.

Also get her to check her display, see if the resolution has changed to the large low resolution.

Tried the F11 key and no go. :( Ok, I know this may sound dumb, but where do we go to check this. She.....erm.........said she was pushing those buttons a few days ago. Might be the problem...... :rolleyes:

[sharber60]

Right click on the desktop left click properties then the settings tab

If it is set at 16 colors and 640 resolution pull the bar down to set to 16 bit or 32 bit colour and slide the bar to 1024X768 and see if that helps.

Hopefully her video driver hasn`t been corrupted and needing to be reinstalled.

[waterbaby]

Terri, are you on the phone to mom *right* now?
I need to borrow her for a minute...I'm going in...*takes a deep breath and tried calling her mommy*

[dragonfly]

Thanks Sharon! This seems to have worked!!! :) :) I'm hoping anyway. She seems really happy to have all her stuff back. Thanks! :D

[sharber60]

Oh, so good to hear, the settings must have changed.. We will never know
how, but so glad she can access things now.

[dragonfly]

Well, lets keep our fingers crossed that it stays fixed. I managed to get ZA d/l and reinstalled and Avast running again. I told her to do a complete scan asap to make sure nothing squeaked in.. :p I also told her if any pop up comes up from ZA about security suite or antivirus to NOT accept it. Thank you everyone for all your help!! :D :D

[brett]

I managed to get ZA d/l and reinstalled ...
:rolleyes: :D

BTW, what about the missing desktop icons? Are they still missing?

[Crockett]

dragonfly
I managed to get ZA d/l and reinstalled ...
:rolleyes: :D
:D :p

[waterbaby]

*snigger*
You guys are *so* cute! LOL!!!!
Oh, and thanks for all your help!

[dragonfly]

:rolleyes: :D

BTW, what about the missing desktop icons? Are they still missing?

No, apparently she says they are all there again. I told her I will have to go up to her place for a visit real soon and have a good look at her computer to see for myself if everything is A-OK.. :p

[waterbaby]

No, apparently she says they are all there again. I told her I will have to go up to her place for a visit real soon and have a good look at her computer to see for myself if everything is A-OK.. :p
Well, before you do that, make sure I have visited you first, so I can give you Stinky to plant in her house somewhere. :p

[dragonfly]

Well, before you do that, make sure I have visited you first, so I can give you Stinky to plant in her house somewhere. :p
:confused: :confused: :D