Can anyone help me please?

babyemily

My son was given a laptop through the family fund as it only came on thurs we gave it to him this morning. it is a stone group laptop and came preinstalled with avast. My son was using it when it started warning about a virus - a trojan? All error messages were critical. My husband is running a background scan and so far it has found two trojans...prior to that the screen was blank - just a blue screen - no icons - every single thing is gone. My son does not understand and is having a full scale fit - i dont know what to do. I know its Christmas Day but a I am hoping someone is online here -

Geoffo_M

I would have thought you would have to return it, was it brand new? If it was, it wasn't fit for purpose & I would have thought you should be due a refund. Good luck, what a disappointing Christmas present for you

TakeThis

Download, install, update and run a Quick Scan with Malwarebytes' AntiMalware. When complete, choose 'Remove Selected' if there is anything to remove and Reboot your computer.

After restart, open the program again and go to 'Logs'. Double click on the log produced for today and post the contents here.

babyemily

Thank you TakeThis - It is still doing the scan thing I will do as you suggest as soon as I can.

Notmyrealname

Geoffo_M wrote: »

I would have thought you would have to return it, was it brand new? If it was, it wasn't fit for purpose & I would have thought you should be due a refund. Good luck, what a disappointing Christmas present for you

Rubbish. It is a software issue caused by malware and as such is not covered under SOGA. Putting in a claim as defective for a virus is like trying to get a refund on a petrol car because you put diesel in it.

Follow the advice from TakeThis.

TakeThis

babyemily wrote: »

Thank you TakeThis - It is still doing the scan thing I will do as you suggest as soon as I can.

Scanning with....?

babyemily

Thank you Notmyrealname - I know it is not a SOGA issue but I am desperate for help. I have never had anything to do with avast before nor have I ever seen this happen - I am also trying to deal with a very aggressive 6ft child!! Which to be honest is scary enough... Apparently he was trying to make a montage of pics for his movie - He went onto a webpage to download a picture and the laptop stated it had 19 updates. The laptop would not work until the updates were done so he allowed it to update and thats when it started a warning sound and lots of critical errors. I really dont understand any of this and I am genuinely grateful for ALL advice given on here especially today. From me and my son Thank you all very much

babyemily

TakeThis - My husband shut the system down as it had froze, when it was turned back on it started system scanning - it has now finished and everything is gone. No icons, no control panel - nothing...I cannot log onto the internet as there is no internet - I dont know what to do..........

TakeThis

Hmmmmm.

Turn the laptop on with the power button and start tapping F8 as soon as you do so.

Do you get to a screen like this?

babyemily

We have that screen - what do we do next? thank you

TakeThis

Click on the choice shown