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Ask Viet - Computer Tech Your Own Question

Viet - Computer Tech
Viet - Computer Tech, Other
Category: Laptop
Satisfied Customers: 36472
Experience:  Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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I have an acer aspire e571-sb7l and there is a virus stopping

Resolved Question:

I have an acer aspire e571-sb7l and there is a virus stopping me getting onto the internet and avg is not finding it. Should I give up and get a new hd?
Submitted: 2 years ago.
Category: Laptop
Expert:  Viet - Computer Tech replied 2 years ago.

Viet - Computer Tech :

Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.

Viet - Computer Tech :

I'm sorry about the issue. Can you confirm that the acer aspire e571-sb7l laptop has windows xp? How do you know there is a virus? Are you able to to get to the internet in Safe mode with Networking?

Customer:

The aspire desktop e571-sb7l does have xp. I am pretty sure it has a virus as it is blocking me from the internet all together. And it is not letting start up in safe mode.

Viet - Computer Tech :

Click on Start, All programs, Accessories, Command Prompt, then type icponfig then press Enter, then tell me the result.

Viet - Computer Tech :

sorry, type ipconfig then press Enter key.

Customer:

Windows IP configuration

Viet - Computer Tech :

does it show IP address?

Customer:

No it doesnt

Viet - Computer Tech :

Right-click on My Computer, then click on Manage, then click on Device Manager

Viet - Computer Tech :

, then let me know if there is any problematic / yellow item in it.

Customer:

There are three marked.

Viet - Computer Tech :

please let know know those 3 items

Customer:

Atapi ihas124 w disk drive, generic marvell yukon based ethernet controller - mcafee core ndis intermediate filter miniport, wan miniport (ip) - mcafee core ndis intermediate filter miniport.

Viet - Computer Tech :

Do you have a usb drive?

Customer:

Yes I do

Viet - Computer Tech :

Please download and save the file below:
http://www.marvell.com/support/downloads/driverDownload.do?driverId=175&action=1

Viet - Computer Tech :

the file should be called setup_v11.45.4.3

Viet - Computer Tech :

, then transfer over via the USB drive, then open it, then run the setup file

Customer:

that is all complete

Viet - Computer Tech :

when you installed on the desktop, what happened? Did it install successfully?

Customer:

yes it did

Viet - Computer Tech :

Check in Device Manager again to see if it still show problem with the ethernet controller

Customer:

there is a problem on the generic marvell yukon chipset based ethernet controller and with the wan miniport

Viet - Computer Tech :

that's strange.

Customer:

the one just installed though is fine

Viet - Computer Tech :

on the desktop, can you right-click on the file setup_v11.45.4.3 and extract to a folder

Viet - Computer Tech :

actually, have you tried to do a system restore yet?

Viet - Computer Tech :

Can you click Start->All programs->Accessories->System Tools->System Restore and restore the computer to any date before this issue has occurred, and check?

Customer:

i have and that did nothing at all

Viet - Computer Tech :

Sorry, do you have a USB wireless adapter?

Customer:

i have one though am not currently using it

Viet - Computer Tech :

Can you install the wireless adapter software first on the desktop?

Customer:

will see if i can find a download of it

Viet - Computer Tech :

yes, what's the brand/model of the wireless adapter?

Customer:

netgear wg111t

Viet - Computer Tech :

Please download the version 2.1 at

Customer:

thats done

Viet - Computer Tech :

install it on the desktop, then when prompted, insert the usb wireless adapter

Customer:

done

Viet - Computer Tech :

see if you can connect the desktop to your wireless network name

Customer:

it isn't connecting

Viet - Computer Tech :

Does it see your wireless network name?

Customer:

yep i have put the network password XXXXX then it just sits there waiting for the network to be ready

Viet - Computer Tech :

restart the computer, then see if you can connect

Customer:

ok

Viet - Computer Tech :

thanks

Customer:

it is not liking my network

Viet - Computer Tech :

Sorry, it still sits there waiting for the network to be ready?

Customer:

yes

Customer:

something seems to be blocking any connection

Viet - Computer Tech :

disconnect power cord from router for a few minutes, then reconnect, then check.

Customer:

i just thought to check the windows firewall and a message has come up when i clicked on it saying Due to an unidentified problem, windows cannot display windows firewall settings

Viet - Computer Tech :

something is corrupted

Viet - Computer Tech :

did you install windows xp, or did the computer came with windows xp originally?

Customer:

it came with it originally

Viet - Computer Tech :

Can you back up any files you need to a usb drive?

Customer:

yes i can

Viet - Computer Tech :

then try this:

Viet - Computer Tech :

turn off the desktop, then turn it back on, then press at the same time the two keys Alt and F10 when the computer logo (or the first thing) that appears on the screen in order to do a system recovery.

Customer:

ok cheers

Viet - Computer Tech :

ok thanks

Customer:

it has not done anything

Viet - Computer Tech :

Sorry, turn off the desktop, then turn it on, then right away, keep pressing & releasing at the same time the two keys Alt and F10 quickly and repeatedly for about 20 seconds, then see what happens.

Customer:

nothing it is just starting up as normal

Viet - Computer Tech :

Do you have the windows xp disk or recovery/restore disk?

Customer:

no i do not

Customer:

it got lost moving houses

Viet - Computer Tech :

when you connect the desktop to your wireless network name, did it ask for the password?

Customer:

yes it did

Viet - Computer Tech :

Can I connect remotely to your working computer, so I can check on some router's compatibility settings? Are you chatting with me on a windows or mac computer?

Customer:

i am on a windows computer and sure thing

Viet - Computer Tech :

Please click on the website below, then join session, and allow the ScreenConnect program to run:
http://166.78.231.170:8040/?Session=4eccf5c0-7a4a-4952-bd9c-85003c892a8e

Viet - Computer Tech :

By the way, are you using Internet Explorer (the big 'e' program icon), or Firefox, or Chrome, etc.?

Customer:

firefox

Customer:

just waiting for java to update

Viet - Computer Tech :

Can you go to that website or the shorter website below in Internet Explorer?
http://tinyurl.com/mzvuzfm

Customer:

i am at that website

Viet - Computer Tech :

in Internet Explorer? then join session, and run it

Viet - Computer Tech :

I have helped via remote support. If you need anything else later, please let me know any time. Also, can you please take a moment to rate my service by clicking on a face icon / service option below, then click on Submit / OK when it shows up. Thank you,

Customer:

Cheers XXXXX XXXXX thanks very much

Viet - Computer Tech :

You're welcome. Cheers!

Viet - Computer Tech, Other
Category: Laptop
Satisfied Customers: 36472
Experience: Ten years of computer software and hardware support; Windows 10 8 7 Vista XP & Mac.
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