Sister messed up her computer, looking for help

So my sister just came back from college while I'm visiting my folks and the usual have the brother look at the computer and fix it has commenced. The only problem, she really messed it up this time. Viruses, adware, stalling applications, the works.

I don't really feel like spending the hours finger picking out the issues with a slow constantly freezing computer so I just want to reinstall the OS cleanly. Done this plenty of times on an old Dell I had and a Sager. I've had two Sagers, one that came with an OEM OS and one without. What I've noticed (from the Dell and one Sager) is that when a computer includes an OEM OS on it, when you clean install the OS you don't need to input the key. The difference with my sister's Dell is that of course it has no media.

I'm thinking of downloading one of the Windows 7 OS files that is linked on the forum and burning it to disc to install, the only issue though is that the Windows Key on the computer is nearly wiped off and illegible. I don't know if clean installing the OS on this computer will require me to re-input the security key or not since it won't be the OEM media. If it does, I'll have wiped the harddrive by then and that'll be no good.

So what are my options with this? Thanks!

 

hi
you could try jelly bean keyfinder to get the windows key https://www.magicaljellybean.com/keyfinder/

is there anything on the drive she needs to save as if there is theres always a risk of copying a virus or dodgy code to an external drive and then once put back on a clean drive it could start the problems again.

ive had people with so many trojans that a clean install didnt even work and i had to nuke the drive first with dban Darik's Boot And Nuke | Hard Drive Disk Wipe and Data Clearing

also before you start make sure you have all the relevant Dell drivers burnt to disc first.

im not sure if the windows 7 link from digital river is still active on here but you can try a search.

good luck

 

Well, the digital river downloads are down but I found a Sager OEM OS disc, just used it to fix boot up on her computer after messing something up in the registry. Any idea if I'll be able to reinstall windows 7 on a Dell with a Sager OEM Windows 7 disc?

 

If it's simply Windows on it, absolutely.

 

Awesome! Ok, backed up her files, mostly images, word docs, powerpoints. Scans from different software say they are all clean, hopefully that is the case. Spent awhile going through it. Was not happy when I found a Rich Text Document called Important Document (one of the Nigerian scam things). Got the windows key and her office key with the key finder software. Downloaded and burned all the latest drivers from the dell website. Running the boot and nuke software now. Takes surprisingly longer than expected. Doing a 3 pass DoD method which was default.

Hopefully all goes well with installing the OS, shouldn't be an issue since I've done it dozens of times. Thanks for the help guys!

One last question, any recommendations for security software for her? I just use Windows Defender for myself. We were using Norton Security Suite (through Comcast) for her (somehow she had McAfee installed too). Don't really know of good free security software options. Norton was removing the same files over and over when I was originally trying to clean her computer which also was preventing uninstalling some of the adware causing issues

 

Microsoft Security Essentials (MSE). Free download from Microsoft, and does all you ever need. Nobody in his right mind buys antivirus software. You should use it on your own computer as well. Defender isn't really a security solution, unless you really know what you are doing (meaning, you are comfortable having no virus protection at all).

 

Or Bitdefender Free edition... that's a good free option too.

 

I thought defender in Win 8 is MSE. But yeah, I'm thinking of MSE. Been using it on my dad's computer without any issues so far.

 

Yea, defender in 8 is MSE. Avast free is also an option. That said, malwarebytes is a good measure as well.

However, it seems the biggest threat in this case is your sister. Make her use a standard user account for the day to day stuff. Try to give her tips too, but if she's the don't want to hear it type, I'd altogether stop providing support or start charging what a shop would charge for fixing her issues. Providing that the case you describe is a frequent occurrence. I know it's harsh, but when confronted by people who just can't be bothered to learn, sometimes they become more receptive to good practices. If they don't, it's either out of your hands or,you're getting paid for it.

 

Here another better and faster solution to fix her virus/malware for next time...create another account one with the main account with password protection since that account will have admin rights and a second account specifically just a limited user account. That way when she uses that account if virus/malware installs or tries to install with admin priviledges it will ask for password and she can block it from installing but should it get past her limited account and install for her account just log out of that account and log into the Admin password protected account and wipe that limited user account out and clean it out and the virus/malware will screem a slow death. That would be the smart move to do besides get MSE.

I am in agreement Defender in W8 is too scrapped down I would put MSE on there for the extra protection it gives. I have MSE on all my laptops and Desktop and family computers and so far they work fine and no problems. The program itself is doesn't make it a memory intensive running program. A bigger plus compared to bloat Norton and MacAF()))()*bee[[p.....

 

Honestly, I don't any security suite will prevent your sister from installing the wasteland of the internet on her computer.


Plus, unless things changed from 2013, isn't MSE's baseline so low that it only recommend for people, you know... Not op's sister?

 

Yep, unless she stops clicking "You're the 99999th visutor, you won" and "OMG, free ticket for Bieber concert", no amount of AV madness would "fix" the computer. You need to fix the user first.

 

Fix it and then image the drive. That way next time you just have to wipe and re-image..

 

Haha. Seconded. The UAC in Windows is more of an annoyance than a security feature, though. But I do the same thing when installing Windows for people. Add another account, require password to install something. And insist that whenever you put in the password, you give that program the same opportunity to screw with the computer that you have yourself in the file explorer. ...usually seems to get the message across.

But relying on the windows security, or some form of firewall or active malware protection in windows just doesn't work - unless you simply require the user to make do with the programs you install for them, and forbid everything else, including right-clicking and inserting any usb-stick with a script or an auto-run prompt, or anything whatsoever that exploits auto-run routines in Windows (of which there are approximately a billion variants of).

So you can probably drop that approach, and just add that second user-level account, and force the password on installing new applications.

Also recommend installing ad-aware. Surprisingly little nag for home-users, in spite of being free and automatic, and so on. Also possible to turn all kinds of "real-time" protection off. And essentially get reminded it's time to run a scan once a month or something like that. It quarantines viruses, malware, tracking cookies, the usual. But it doesn't give you a false sense of security, or nag you to death. Use it myself too - it's useful.

 

Since your Sis may be signed up for some sketchy site emails, I would recommend Sandboxie also Sandboxie - Download Sandboxie

 

It's an extra thin layer, but for people who like to "install all the things", the prompt is a good reminder to think twice.

Also, have your sister read this: Download me—Saying “yes” to the Web’s most dangerous search terms | Ars Technica

 

Great suggestions by everyone! Thought I'd chip in and suggest you get a custom hosts file to "block" ads and popups limiting what she can click on by mistake
Check this link:
http://winhelp2002.mvps.org/hosts.htm

 

Ok, some update on the progress, the Sager OEM Disc installed windows but made it show the Sager icon under the System Info page and sages it's the manufacturer. I tried to change the windows key to the one Magical Jelly Bean found but it wasn't good. I compared the code to the worn sticker under the laptop and some characters didn't match up. I attempted to salvage the worn code but no success. I decided to nuke her HDD again and am burning a Windows 7 HP SP1 x64 copy right now from digital river (found off-site). I'm going to install from a non-OEM disc this time. Will try the activation keys again. Hope it works. If not, I don't really know what to do. I believe my father bought this from Best Buy for her so only thing I can think of is if the package contents have the code. I will ask him to try and find it. If not, all I'm not sure what to do from there other than purchasing a new license. I'll probably try calling Dell first to see if the laptop is under warranty or if they can somehow provide me the key or a key. This is becoming ridiculous for something that should have been nothing more than a simple backup, make sure backup is clean, nuke, and reinstall. This is why I hate today's laptops do not come with recovery media.

 

Of course format that crap. If shes going to act like a child than you should treat her like one. Install Windows 7 or 8 (8 pref) and than install Windows Family Safety. FS has AD like functions that will allow you to lock down her computer so she doesn't do anything stupid - best of all, you can monitor certain things from its webgui.

 

..question, though - does she play any games at all? Use any Windows programs? You could solve most of this stuff in about ten minutes by just installing Mint or Manjaro or something. Browser, word processor, pdf-viewer.. platform security that actually works.. if that's all she needs, there's really no need to go through the water torture every once in a while like this.

 

You should just tell her that she's damaged her laptop beyond recovery, and the only solution is to buy a new laptop. Then once she's done throwing a tantrum/pleading and begging tell her you discovered a "very risky and untested solution" and that it will likely only work once. That should take care of some problems.

 

FYI the webmaster no longer uses 127 they use 0.0 so they might want to use this alt hosts edit...I use it and it works great at killing those popsup and ads from coming through on sites and if the site is a spam site it will be a blank page or says this page is unreachable check your internet configuration. That is how you know the site is a malware infested site.

Using a Hosts File To Make The Internet Not Suck (as much)

 

hmm considering it works...that is one reason...also this MSE will keep her system Windows Update to Auto update for further protection should she forget to set it. Having a program like MSE is better then nothing...your ability is not going to help you beat those malware programs. But by having a limited user account that she uses is far better security and if that accounts is infected just delete that account from the Admin and anything on that account is gone then recreate the account again. But doing the PC hosts edit is probably the least costly fix and that will permanently kills those popsup as in another reply I replied to. I know I have it installed on my computer and laptop and my computers and the internet experience is night and day before the PC hosts edit.

 

Okay...

I'm not auguring with you. I just thought I pointed the fairly obvious out.

 

So update on the fubar situation. No activation key was the overall problem (because of it rubbing off and having no means to figure it out). I called Dell but they were going to charge me for the call since it was out of warranty. I decided to use Dell Online Chat and the rep wanted info I didn't have (I think my dad bought the laptop at Best Buy). I gave him the service tag and express service number and explained the situation. The name on records didn't match but I mentioned that it was potentially bought at Best Buy. He said he would send me a new activation key (no charge) but it would be through mail (tried to get it sent electronically). My sister leaves on Monday so the rep overnighted it at no cost. I had windows already installed thanks to an ISO from digital river, updated, and my sisters necessary stuff installed, and most settings configured. Unfortunately the item we received in the mail (within 24 hours which was nice) was not an activation key but OEM reinstall disc with the key built in (and not written anywhere), kind of frustrating since I only needed the key. Anyway, reinstalled windows using the OEM disc, windows is now activated, drivers installed, her software installed, settings configured. All set, no viruses. All that's left is to attempt to go over the computer and try to educate my stubborn sister. I know for a fact she won't understand the pain in the this was and of course won't respect the fact I just saved (not her but my dad) $200 from bringing it to geek squad. Of course, she's the type that loses her social security card and considers it no big deal when she gets a replacement (true story). And with that they all lived happily ever after.

 

until the next time she comes to visit and it will be de ja vu all over again

glad to hear you got it sorted at last.

 

Just for her own sake, you should probably let her know there's a lifetime maximum of 10 replacement cards. ( source)

So once she loses her 10th card, she's pretty much screwed for life.

 

Tell her to get a dummies book on using the Windows O/S this is what I tell people no matter how much you don't want to know about your computer you better or else someone else will teach themselves about your information and steal your identity and become her and ask what well she do then??? There is no excuse in this day and age not to "Educate" yourself about your computing needs and the security it takes which by the way is quite minimal to do yet people don't and this is how BOTNET/ZOMBIE computer networks get created for all the Crackers to use or your Personnel information to sell all over the world or create a NEW ID to sell to the highest bidders around the world. So either tell her the real deal about the computing nowday isn't Cinderella fairytale anymore. Harse but this is the reality they don't care and you better care.

 

This is why I don't do tech support for family anymore. Once I started charging them the same hourly rate I charge clients ($75), they wisened up real quick like. I suggest you adopt this policy as well.

 

I'm telling you guys - Family Safety makes supporting family members SOOO much easier. lol