I'll TRY to make this as short as I can--

Recently got high speed cable internet. Still wanted to use AOL but link thru broadband for speedier internet. Installed security software from the cable internet but it said I had to uninstall the McAfee I already had first. Did that. I then decided I didn't like the cable security software so I uninstalled it. Installed the AOL security software. After that, it said I had to restart computer. When I tried to reboot, the blue Fatal Error screen came up. I had no idea what to do. Called the 800 number for Dell support. The guy helped me get Windows and the internet back on.

After that, my desktop wallpaper didn't work anymore. Where it had the choices for 'browse' and 'stretch', it was not highlighted for you to click on. It is just a blue background. I called AOL support about issue of my internet being slow (I had high speed now--why is it still slow?). She told me to turn off the Windows Firewall. Tried to do that but got message that due to an unidentified problem Windows Firewall settings could not be displayed. Then she said to check my task manager. Pulled it up and told her there was no bar at top of task manager where it is supposed to say Proccesses and etc. She informed me that the task manager was not working properly and to call Dell back. Called Dell support again and guy had me insert the Drivers and Utilities Resource CD. Did that, task manager, Windows Firewall and desktop picture still not right. He said that my Windows XP operating system was corrupted and I needed to reinstall it. He told me to back up all my files on discs then call him back for help with reinstalling the system.

Here are my questions---

How do I back up my files? I have NO idea how to do that! I have over 700 songs in the iTunes and numerous photos saved on the pc. Is there a software out there for dummies that will do it for me? I know I should know how to do that but I just never learned.

Also, does it sound like the operating system is corrupted? My computer has been doing some weird things and I'm getting really nervous about a crash. Any help would be greatly appreciated. I am this close to calling the Computer Geek fixer people and spending hundreds for their help. Sorry this is so long. Thanks!

You have mentioned at least three things that point to malware causing the problem .

Try this , download , install and update these :

http://www.download.com/SUPERAntiSpyware-Free-Edition/3000-8022_4-10564983.html?tag=lst-0-1

http://www.download.com/Ewido-Security-Suite/3000-8022_4-10543926.html?tag=lst-0-1

http://www.download.com/Spybot-Search-Destroy/3000-8022_4-10401314.html?tag=lst-0-1

Now reboot into safemode (tap f8 while booting and select safemode from the menu) .

Run each scanner one at a time (in the order I posted them) and remover everything that they find . Reboot into safemode in between each scan .

Now reboot into regular mode .

Open the task manager again (press ctrl+alt+delete) . Now put the mouse on the gray border on the very top of the box and double click . This should bring back the tabs . The scans should have brought back firewall control .

For the record that was some of the worst phone support I have ever heard .

Dear nosirrah,

Thanks so very much for the help. I did everything you said, in the order you told me to. I rebooted into regular mode after the last scan. My desktop picture was back like I had it before---I had the palm trees in the blue ocean that came in the Windows XP. I went into the control panel to check & see if you could click on the other choices. You could, but most of the choices that were there before were gone. The only "real" picture to choose from was the blue sky, clouds and green grass. I'm partial to the palm trees & ocean and would like to get that back. What happened there?

I checked the windows firewall. Got the same message as before--due to unidentified problem windows firewall cannot be blah, blah, blah.

Opened the task manager, did what you said and the things at the top of the box came back.

There were lots of issues that came up with each scan I performed. Is there something else I can try to resolve the problems? Do you think my operating system is really corrupted? Can you come over to my house and fix my computer?

Again, any help you can give is appreciated. I am, as my user name implies, COMPUTERSTUPID.

The backup and reinstall was also bad advice . There is something called a repair install that will allow you to fix windows and keep all of your data and apps .

I am going to have you run two more scans and then have our hijackthis experts double check your system for malware . If you do seek their assistance make sure to direct them to this page or give them a synopsis of your problem and the scans you have tried .

Uninstall Ewido first . You can keep the other two .

Download , install and update these :

http://www.download.com/ZeroSpyware-Free-Edition/3000-8022_4-10549969.html?tag=lst-0-3

http://www.download.com/Kaspersky-Anti-Virus/3000-2239_4-10536845.html?tag=lst-0-3

As before run the scans from safemode and remove everything that they find .

Reboot into regular mode . Keep Kaspersky for now , it is one of the top three antispyware apps there is . Uninstall zerospyware .

Go to start , run , type services.msc and press enter . Scroll down to "Firewall service" on the list and double click it . The box that pops up should report that its startup type should be automatic . If it is not then change it , click apply and reboot .

If the problems problems persists head over here : /f67-Hijackthis_Spyware_Viruses_Worms_Trojans_Oh_My.html and ask for assistance double checking your system for malware . If they can confirm that you are malware free and your problems still persist then and only then will we try a repair install . A repair install on a "dirty" machine will cause problems .

It is always good to back up your data before you try this even though the failure rate is less than 1% . To do a repair install boot your system . Once the desktop is done loading put your xp disk into your cd drive . When the installer appears click install windows xp . On the next screen make sure that the "upgrade" option is highlighted in the installation type . If it is , it is safe to proceed . The next screen will ask you for the code on the sticker on the side of your machine . It is a good idea to copy it down ahead of time so you don't have to keep going back and fourth while typing . From this point the rest is mostly auto pilot .

Keep us informed .

Hi nosirrah,

I printed out your reply. Uninstalled Ewido and downloaded and updated the Zerospyware and Kaspersky. Ran both--the Kaspersky one took 5 and 1/2 hours to run. Rebooted into regular mode. Windows took an eternity to allow me click on anything on the desktop---I mean it was SLOW. I was finally able to uninstall the Zerospyware like you said. Then went to start to find the Firewall thing you mentioned. I typed in exactly what you said but when the box came up, there was nothing on that list that said Firewall. I looked all down that list but could not find it. Could it be listed under something else besides Firewall or Windows?

The desktop picture choices are the same. Still can't get my palm trees and blue ocean back.

Had a weird thing happen when I was in between all this. An error message from AOL came up that said "The main.idx database file is damaged. Error: 65-FONL". It said I had to insert an AOL disc and then run. Have any idea what that's about? Yesterday when I went to sign on AOL two of the screen names on there were old ones I had months ago, not the ones I have now. After I signed on to AOL from any of the other screen names, I was able to switch screen names and it gave the current ones as choices. Weird.

Where do you think I need to go from here? I am beating my head against the wall with all these problems. This computer is only 2 1/2 years old so I don't really want to buy a new one now. I have HijackThis on the computer that I installed two years ago---I am sure I need to uninstall it and get a newer version. Thank you for your help again!!

Hello nosirrah,

I had to sleep on this one. I guess I will have to do the restore thing you said. Should I run a Highjack This first and post it on their forum? I did uninstall the Kaspersky already. I had to do a restore thing on the AOL thru their website in regards to the error code I got yesterday.

I understand what you said about AOL being sneeky in their tactics---I have heard that before. I am keeping the AOL account simply because we've had it for over six years and it is just plain simple for us and our kids to manuever (remember I am computer stupid). I am using the broadband modem to connect to the internet. I thought it would be a lot faster than it is honestly. My friend's who have the same set-up as me say their internet is faster. Perhaps there is some setting that needs to be changed that I am missing.

Lastly, I will back up all my files before I do the restore. As I said before, I have no idea how to do that myself. Is there some software or other device that I can buy that will do it for me? I need the simplest, most dummy friendly thing out there. I am most concerned about the 700+ songs in the iTunes and photos I have saved. The support guy from Dell that I talked to the other night told me to save everything to a disc. I know that the 700 iTunes songs would take lots of discs. After I save all that, then I am not sure how to get it back on to the computer. I think I am one of those people who have no business having a computer.

Thank you again for your assistance and patience. I must be one of those people that make you cringe with their lack of compuer skills.

I went to Office Max yesterday and asked the guy there what to buy. I was looking at some software to back up files and he directed me over to an external hard drive. I ended up buying a Seagate 120 GB hard drive. You should have seen the look on his face when I asked him if all my files would be "in that little box" now. I haven't opened the box yet but I am hoping it comes with simple directions for ease of use. I will tackle the back up this weekend and then do the system restore as per nisirrah's instructions.

I am still struggling with the whole AOL vs. broadband thing. There are two different AOL icons on my desktop. One is the old blue triangle one that allows you to sign on and chose which one of your seven screen names to go on to. You can switch back and forth between the screen names pretty easily. The other says AOL Explorer Browser with a little globe icon. That one is more like the cable broadband. You have to sign out of your screen name and sign back on with another screen name to check your mail. I guess we have gotten too used to the old one. But, I still think the internet browsing should be quicker regardless of which AOL sign on screen I choose. There must be some setting somewhere I have not changed to accomodate the broadband connection.

Hello,

I have installed the external hard drive I bought and backed up my computer files. I had to call the 800 number on the box for help as this hard drive didn't come with instructions on how to do it. The guy there told me the person at Office Max sold me the wrong kind for someone like me. He said the employee should have sold me the hard drive that came with software to do the stuff for you. I had to do it manually with the guy on the phone. That was hard but it is done. I unhooked the hard drive from the computer like he said and now I am ready to move forward with my computer fix.

I posted a HiJack This log over at that forum. I do not know how to insert a link in a post directing them to this forum & my posts. I did tell in my post that I had posted here and what my topic was called. I will now wait for some advice. Thanks to the ones that helped me here. I really appreciate your help!!

I have an update on my computer problems. I followed some of the directions in the Malware & Spyware removal process in the HiJack This forum. After reading about the possible computer infections, I remembered that the Spy Sheriff thing popped up on my computer several weeks back. Don't know where it came from--I never downloaded it knowingly.

After doing the Smitfraudfix thing, my desktop pictures are now back. However, I still have the issue with the Windows Firewall. It still gives me the message that "Due to an unidentified problem, Windows cannot display Windows Firewall settings". I believe this is my last issue to be fixed---I hope.

I posted a HiJack This log a few days ago and am still waiting for it to be recognized. I know you guys are just crazy busy! I am wondering if I need to post a new HiJack This log in my post as I have done some of the Malware removal stuff. Thanks again for the help---I really appreciate it!