Solved before crashes scroll down and drop down blocked

[ellyb]

Hi folks. I started having problems with not being able to get the drop-down menus when clicking on the arrows then not being able to pull down or scroll down pages. Then yesterday three crashes with blue screen. Should I eliminate the mini-dump files which it says explain the problem?
C:\Windows\Minidump\Mini053011-03.dmp
Or these files?
AppData\Local\Temp\WER-67049-0.sysdata.xml
AppData\Local\Temp\WERE040.tmp.version.txt
I also cannot run dr web cureit, which I hoped might put me on the right track. When I try, I get another crash.
Thanks for any help.

 

[richc46]

Welcome
If you post the minidumps and some other information, I am sure that we can help
http://www.vistax64.com/crashes-debugging/282419-blue-screen-death-bsod-posting-instructions.html

 

[ellyb]

Here it is. Hope it works, it is getting worse and more difficult to do anything. Thank you

 

[richc46]

What anti virus are you using?

 

[ellyb]

avg

 

[richc46]

Have anything by this company? Be sure of answer.
Product name: DrWeb Anti-Virus
Description: DrWeb Protection for Windows
Manufacturer: Doctor Web, Ltd.

 

[ellyb]

I tried running it--did so yesterday in safe mode and their enhanced mode--nothing found. However, a complete scan request caused crashes and the blue screen every time. They don't seem to have it installed on the hard drive anymore but it is in my downloads folder.

 

[richc46]

Heres the story
The dump reports are not usually definitive. They only give clues that lead us to the problem. You have given us three reports and. although, unusual, all three were the same they give this driver as the cause:
dwprot.sys
It is a driver that is part of Dr Web.
It must be removed or you will continue to have the BSODs.
Try these steps and see what works
Go to the website of DRWeb and see if there is an uninstall tool; most AV have them. If there is one use it to remove the driver. If no tool, just uninstall.
Download and use Ccleaner to hopefully remove the driver.
If that does not work
Download and try driver sweeper to remove driver
www.guru3d.com/category/driversweeper/
Finally as a last resorrt go to the driver and change .sys to.bup. Location of drivers.
C-->Windows-->System 32-->drivers.
After each step. check to see if the driver is gone. You can do this by going to search by the start button
type cmd
in cmd type driverquery.
Before doing anything check to be sure the driver is there. If not post for further instructions.
Finally, thank you for the rep very much appreciated. That being said, if this does not work, no refunds LOL. Seriously, I wish you luck.

Just like to say hi to someone. Hi K.

 

[ellyb]

Hi I did what you said, although the scroll down and drop-down problem existed before downloading dr web. These problems continue--should i start a new thread?

 

[richc46]

The analysis that I gave you was only for the BSOD.
What did you do about the driver and did you check to see if it is gone? Did you uninstall DrWeb?
After your reply, we can then discuss the other problems
What do you mean by drop down arrows?

 

[ellyb]

I used the dr web removal tool on their site. How do I know if that worked?
For any address bar, input box with the little arrow to make a choice at the right of the box, I click on the arrow and either nothing happens or their is a flash of the choices but no way to get to them. (Therefore I cannot now download dr. web!) Also the bar at the side of a document or window to go down the page usually does not work--it keeps going back up to the top and I cannot access views lower down (even with the keyboard or the scroll wheel). Is it a virus or what?

 

[richc46]

First
Go to search type cmd and in cmd type driverquery to make sure that driver is gone.
If it is you should not be getting BSODs anymore (hopefully)
You do not want DRWeb it causes BSODs, if you download it again you will have problems again. When we are done I will tell you how to maintain your computer without those gimmicks.
Your other problems are with the broswer and not Dr Web, correct?

 

[ellyb]

Ok, I don't see the driver in that list, which is good. For the drop-down arrows and the pull-down bar, etc., that is not only for browsers (IE and Firefox) but also any other window (windows updates list for example). Sometimes they will work but seldom.

 

[richc46]

Sorry for the delay had to leave for a while.
If you are certain that the software and driver are removed, you should be BSOD free.
We can now discuss the other problems.
The safe place to start, in this uncertain world, is to make a full, updated anti virus scan.

Download and run a full scan with malwarebytes. Be sure to update first. Report back.
Can you download malwarebyes?

 

[ellyb]

Scanning with malware bytes. Couldn't do it at first since I couldn't choose a language other than the first one. Then I found that if I hold the shift key down I can at least reach the menu options to choose the language. Telling you this just in case it provides the answer. It is up to date.

 

[richc46]

Run the two scans and then get back. If you are infected Ill get the experts, in the security area, to help out, if not I have a few ideas.

 

[ellyb]

Malware found 1 infected file in audioconverter and it is now removed. I did a restart and tried changing the screen resolution by moving the arrow along the line and the same problem is still there--for this one it actually goes to the beginning of the line and stays there. Scroll down does work for the first three times in the first window then goes up to the top and won't allow any going down. Of course, I can at times change the view but obviously I would like this fixed. When I tried to click on a smilie just now I don't get the name of the smilie when the mouse passes over it. These are examples to give you an idea of the problem.

 

[richc46]

Ellyb
Right off the top, sounds like it may be the mouse. Try another mouse
You can also go to search by the go button and type device manager
Click on the mouse icon in Device manger. Make sure there are no yellow arrows and make sure that drivers are up to date.

 

[ellyb]

I feel like an idiot! I didn't think it could be the mouse because the synaptic pad was acting up too. The drivers were up to date, but I tried another mouse and it works fine! :D
Thank you so much!

 

[richc46]

You are not an idiot. This happens so many times. You were too close to the problem. I looked at it objectively and was able to solve it. Glad that it worked out for you.