Hello all.
Please excuse the extensively long post.
Hannah Day and myself are trying to help a friend,
Kashley, with her laptop, which is absolutely full of
problems. The laptop is running Windows 7 Ultimate 32
bit. Her screen reader is NVDA 2011.1. When the computer starts up,
randomly a blue screen will
appear and the system reboots. When it eventually does
reboot, it can take what feels like ten minutes for the
whole system to load. Even NVDA takes some time to start.
During her Windows session, she may have problems ranging
from her antivirus (Avast!) to stop working to something
as serious as some websites failing to load and instead
displays a website restore error web page.
I tried to help her do some maintenance last night. When
she ran CCleaner, it attempted to clean both the files
ane registry entries, but CCleaner actually won't touch
what it has found. For example, she may have 381 registry
issues to start with, but the next time she does a scan,
there are still 381 issues, even if she chooses to fix
all issues found. I have managed to help her download and install
MalwareBytes. She ran both a database update and a quick
scan. Although it removed some or all of the infection,
her computer is still having problems. Hannah and I therefore have three
questions.
1. What do you think is clearly wrong with this laptop?
2. Is there any way at all, short of going into safe
mode, of removing Avast! from the laptop? We have heard
of a removal tool, but we are not sure if it requires
going into safe mode. 3. What other programs, other than Microsoft
Security
Essentials, could Kashley use?
Unfortunately Kashley doesn't have any sighted assistance
at all. Or, she does, but they are not interested in
helping her fix this computer. Many thanks in advance.
Once again, I apologize for the lengthy post, but as you
can see this is serious, and the more ideas you can send
the better. Hannah and I look forward to hearing from you all very
soon. Take care.
--
Chris Hallsworth
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