I'm trying to solve a computer problem for my wife's employer. I have limited knowledge of the computer other than it is a Dell OptiPlex with Vista Business 64 bit running on it. I am unsure what service pack is on it or all of the programs. It is running Symantec antivirus (current definitions), Quicken and a couple of medical office programs. About 1-2 weeks ago, the owner fell for a pop up for Alpha Antivirus and installed it on the computer. This led to the computer booting in safe mode only. To fix the problem, they registered the copy of Alpha, which obviously did not solve the problem. This led to my involvement.
When I first booted the computer it did boot in Normal mode. My first step was to try to remove the Alpha. Only a portion would remove and I downloaded Malwarebyte Anti-malware to complete the removal. It said it was complete and then it went to restart the computer. I got to the famous black screen before it froze. I then rebooted in Safe mode and there was no trace of the Alpha. I then tried to reboot again and it still would not boot in normal mode. I then went to a system restore point before the Alpha was downloaded. The computer would still not boot in Normal mode and the Alpha was again present (at a restore point before it was installed.) I tried a couple of other restore points and the results were the same. I did a diagnostic check on Vista and it said it was working fine. However, it never did boot in Normal mode. Is there something else to try before I do a clean install? Thanks!
Rob
When I first booted the computer it did boot in Normal mode. My first step was to try to remove the Alpha. Only a portion would remove and I downloaded Malwarebyte Anti-malware to complete the removal. It said it was complete and then it went to restart the computer. I got to the famous black screen before it froze. I then rebooted in Safe mode and there was no trace of the Alpha. I then tried to reboot again and it still would not boot in normal mode. I then went to a system restore point before the Alpha was downloaded. The computer would still not boot in Normal mode and the Alpha was again present (at a restore point before it was installed.) I tried a couple of other restore points and the results were the same. I did a diagnostic check on Vista and it said it was working fine. However, it never did boot in Normal mode. Is there something else to try before I do a clean install? Thanks!
Rob
