win10 mystery- restored to fix probs, but now PIN doeesn't work?

berbes · 29 Aug 2018

i did a full clean-up on a working hp envy 23 for a client, and as expected, they had a wide assortment of malware/virus. after cleaning them out everything worked...until the reboot.

then, no internet. the sign-on icon had a red 'x' thru it, so i figured it was an easy lost/mutated driver fix, but i ran driver booster and found no missing drivers. i then attempted to install a usb-based wireless connection to figure things out, but then the program that runs the USB wireless connection wouldn't install. i got a couple of "windows socket" error windows.

i then tried restoring to before the virus cleanse, it seemed to work, and when i got to the sign-in, i could then 'see' the lower left-hand icon that showed there was now at least a connection of some sort to the net (no red x). when signing in, the wheel went round & orund for 20 minutes and said the PIN wouldn't work! i undid that restore, the PIN worked, but back to no drivers for the internet connection. i then figured i'd turn off the PIN since i was in windows (such as it was), but when trying to open the window to do just that, it kept closing after 5 seconds, so i couldn't do that! client says the PIN has never changed.

(of course) the laptop has a rare program on it, so reformatting and installing a fresh O/S isn't the best solution here. what is my next step? will scannow or DCIM help?

as always, thanks for the ideas!!!
berbes

simrick · 01 Sep 2018

berbes said:

i did a full clean-up on a working hp envy 23 for a client, and as expected, they had a wide assortment of malware/virus. after cleaning them out everything worked...until the reboot.

then, no internet. the sign-on icon had a red 'x' thru it, so i figured it was an easy lost/mutated driver fix, but i ran driver booster and found no missing drivers. i then attempted to install a usb-based wireless connection to figure things out, but then the program that runs the USB wireless connection wouldn't install. i got a couple of "windows socket" error windows.

i then tried restoring to before the virus cleanse, it seemed to work, and when i got to the sign-in, i could then 'see' the lower left-hand icon that showed there was now at least a connection of some sort to the net (no red x). when signing in, the wheel went round & orund for 20 minutes and said the PIN wouldn't work! i undid that restore, the PIN worked, but back to no drivers for the internet connection. i then figured i'd turn off the PIN since i was in windows (such as it was), but when trying to open the window to do just that, it kept closing after 5 seconds, so i couldn't do that! client says the PIN has never changed.

(of course) the laptop has a rare program on it, so reformatting and installing a fresh O/S isn't the best solution here. what is my next step? will scannow or DCIM help?

as always, thanks for the ideas!!!
berbes

Hi.
I'd be interested to know which viruses/malware you found on the system, and what your method was for cleaning? Perhaps I could suggest another approach, depending on what has infected it.

Another thought: You could enable the Hidden Admin Account, go into it, and run an in-place repair.
Enable or Disable Elevated Administrator account in Windows 10 | Windows 10 Tutorials
Repair Install Windows 10 with an In-place Upgrade | Windows 10 Tutorials

.

mrgeek · 01 Sep 2018

"

i then tried restoring to before the virus cleanse, it seemed to work"

How? You don't know exactly when the system was infected and registry entries doctored by viruses or malware, so if System Restore used, it's almost guaranteed to fail. Fastest and safest to just reinstall Windows, either by Repair Upgrade while keeping no applications or Clean Install.

"

the laptop has a rare program on it, so reformatting and installing a fresh O/S isn't the best solution here"

What program ? The owner doesn't have a backup installation file ? What would happen if the hard drive died and the program and it's data needed to be put on the new laptop (or if you reinstall Windows on this one?)

simrick · 01 Sep 2018

mrgeek said:

"

i then tried restoring to before the virus cleanse, it seemed to work"

How? You don't know exactly when the system was infected and registry entries doctored by viruses or malware, so if System Restore used, it's almost guaranteed to fail. Fastest and safest to just reinstall Windows, either by Repair Upgrade while keeping no applications or Clean Install.

I think he made a restore point before starting the cleaning, then restored it to that point, and was able to get the internet connection working again (but all the infections were restored as well).