IE stopped working - constant reboot

B

biayacollins

New Member
I wonder if somebody can help. My very elderly dad who is not pc literate seems to have a trojan. It's difficult to tell as I don't live nearby so have been unable to look at his laptop. My sister-in-law visited at the weekend and tried to download some media software and half way through she told my dad it couldn't be done and left it. Since then he's been unable to access the internet - error message "IE has stopped working" and the laptop just continually reboots. He is running Vista Home. Somebody else had a look and told him he has a trojan. He can't actually get the laptop to start up so that he can run an anti-virus (not even sure if he has one).
I need something simple and easy that I can talk him through over the phone. He has contacted PC world but can't afford their health check at the moment.
Any help would be much appreciated.

thanks caroline
 

My Computer

System One

try one of the antivirus web sites like norton or panda.com and do there free virus scans some of them will remove them for free they all will tell you if there is a virus or trojan. then go from there.
 

My Computer

System One

thanks for your reply - he can't get on the internet though because windows just keeps rebooting. I talked him how to go to last known good configuration but it still does system reboot. He says there is an icon of a shield in the bottom middle of the screen. Could it be a dodgy microsoft update?
 

My Computer

System One

biyacollins,

This is difficult. I would really want to help, but I find it very risky to advice under these circumstances. I think someone has to sit by the computer, or at least nearby, and report back what is going on, and what happens as we troubleshoot.
 

My Computer

System One

  • Manufacturer/Model
    Dell XPS720
    CPU
    Intel Quad Q6600 2.40GHz
    Motherboard
    Dell 0YU822, NVIDIA nForce 680i SLI SPP / SLI MCP
    Memory
    4GB DDR2 800MHz
    Graphics Card(s)
    Gainward GeForce GTX 560 Ti, 1024 MB GDDR5
    Sound Card
    Creative SB X-Fi Xtreme Gamer
    Monitor(s) Displays
    Dell 2407WFP-HC
    Screen Resolution
    1920x1200
    Hard Drives
    NVIDIA 640GB SATA Raid 0 (2x320GB) (7200 rpm) for Vista,
    Intel X25-M G2 160 GB for W7,
    Maxtor OT III External HDD,
    WD Elements 1 TB External HDD
    Internet Speed
    100/20
    Other Info
    M779 PCIe PAL/SECAM/DVB-T Desktop TV Tuner. Broadcom NetXtreme 57xx Gigabit Controller.
What color is the sheild? i hope it is not a green one and ask him if it is system guard?. i think that is the name of the fake anit virus program. well here it goes try to talk him through boot up to safe mode. If he can try a system restore point to right before all this happened by date.
 

My Computer

System One

forget pc world their useless , they'll most likely just reformat it , or replace hardware till it fixes itself

who told him he has a trojan? how did they figure that one out?


can he boot into safemode? (continually tap F8 OR F5 at bootup then select safemode from the resulting list (using the up down arrows on his keyboard and enter to select)

if he can we can then tell you how to disable the reboot on serious error option in windows (one of the most pointless options) and disable all his startup items and try and troubleshoot from there
 

My Computer

System One

  • Manufacturer/Model
    Custom Build
    CPU
    Intel Q9550 @ 4Gig / Titan Fenir
    Motherboard
    XFX 780i
    Memory
    4GB OCZ PC2-8500C5 DDR2
    Graphics Card(s)
    Gainward GTX260/216 SLI
    Sound Card
    Creative X-FI Xtreme Gamer
    Monitor(s) Displays
    Dell UltraSharp 2209WA 22"
    Screen Resolution
    1680x1050
    Hard Drives
    western digital raptor 10000rpm sata
    PSU
    OCZ Modstream 700w
    Cooling
    Titan Fenir
    Keyboard
    Razer Reclusa
    Mouse
    Logitech G5 Gamer
    Internet Speed
    8mb
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