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1380431
How to restore original factory settings when Windows won't load?
I'm trying to recover a friend's laptop (Dell Inspiron N5010) that was infected with a ransom malware (ICE Cyber Crime Center - Backdoor.Win32.ZAccess.erds). I've used the Kapersky Rescue Disk to remove the ransom virus but now Windows will not load and I suspect the MBR has been affected. On bootup, the Dell logo appears and the Window loading appears briefly, but then you get the "blue screen of death" flashes and the cycle repeats. The bsod error is:
A PROBLEM HAS BEEN DETECTED AND WINDOWS HAS BEEN SHUT DOWN TO PREVENT DAMAGE
TO YOUR COMPUTER
IF THIS THE FIRST TIME YOU' VE SEEN THIS STOP ERROR SCREE,
RESTART YOUR COMPUTER. IF THIS SCREEN APPEARS AGAIN, FOLLOW
THESE STEPS:
CHECK FOR VIRUSES ON OUR COMPUTER. REMOVE ANY NEWLY INSTALLED
HARD DRIVES OR HARD DRIVE CONTROLLERS. CHECK HARD DRIVE
TO MAKE SURE IT IS PROPERLY CONFIGURED AND TERMINATED.
RUN CHKDISK /F TO CHECK FOR HARD DRIVE CORRUPTION, AND THEN RESTART YOUR COMPUTER.
TECHNICAL INFORMATION
*** STOP: 0X0000007B (0XF78D2524, 0XC0000034, 0X00000000, 0X00000000)
The F2 and F12 keys work , but the F8 key will not open the "Advanced Boot Options", so I can't get to the "Dell DataSafe Restore and Emergency Backup" or any other advanced option. System Restore will not work either.
I ran chkdsk and sfc on the hard drive (via the Kapersky Rescue disk) and neither fixed the problem. Then I copied his data off the hard drive.
I'd like to restore the laptop back to the factory settings (assuming that would be better than reinstalling Windows since the Dell drivers would be included already?). There is a folder on the hard drive called "Emergency" and contains a Backup*.exe file and multiple Backup*.dsb files.
Given this scenario, is there a way to restore to the original factory settings? Or am I forced to reinstall Windows from scratch?
RoHe
10 Elder
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44.6K Posts
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November 19th, 2013 10:00
What version of Windows?
The 7B error message suggests the SATA Operation (SATA Mode) setting got changed in BIOS Setup or possibly the hard drive may be toast.
Reboot and press F2 before Windows starts to load to open BIOS Setup. Look for the SATA Operation or SATA Mode option (different models name it differently). I don't see BIOS screen options in the online manual but options for this setting may be: RAID Autodetect/ATA, AHCI or RAID. Post back and tell us exactly what options are available and how it's set now.
While you're in BIOS setup, also look for the Boot Sequence option and make sure the internal hard drive is listed as first on the list. If it's not first, move it to first, save the change, and exit setup. See if it boots now.
If you reinstall Windows using a Dell Windows Reinstallation disk, it shouldn't ask you for the product key. It should install automatically by itself. HOWEVER, you will need to have product keys for any other apps you want on this system, eg Microsoft Office, so be sure you have those product keys and installation disks before you wipe the hard drive.
ky331
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November 19th, 2013 09:00
For your privacy/protection, please edit the post, to remove the service tag number.
steinj14
4 Posts
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November 19th, 2013 09:00
Thanks for the replies. The virus was the ICE Cyber Crime Center ransom one (Backdoor.Win32.ZAccess.erds).
If I reinstall, I can use the Product Code on the sticker that's attached on the bottom of the laptop, yes?
And should I download all the drivers from the Dell site or just let Windows figure it out?
Sorry for the basic questions, but I'm a software geek, not a hardware/OS person... so any re-installation tips would be welcome :emotion-1:
Bugbatter
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November 19th, 2013 09:00
Hi steinj14,
If I were you, I would reinstall Windows. You did not mention which ransomware you had, but at this point you will have more peace of mind knowing that it is gone if you start fresh. It may even be a shorter procedure than trying to troubleshoot all the errors that you are getting now.
steinj14
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November 19th, 2013 14:00
Windows is v. 7 Home Premium
SATA Mode is set to "AHCI". The only other option is "ATA".
If I attempt to change it to "ATA" a Warning pops up stating "Changing this setting may prevent your operating system from booting or require a reinstall." (I did not change it.)
The boot sequence was:
1 Diskette Drive
2 Hard Drive
3 USB Storage Device
4 CD/DVD Drive
5 eSATA
6 Network
Moved the Hard Drive to #1 and still no joy.
Not sure if he has the "Dell Windows Reinstallation" disk, but I'll ask.
RoHe
10 Elder
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November 19th, 2013 15:00
It doesn't boot now, so try changing SATA Mode to ATA, save the change and exit Setup. At worst it still won't boot and you can always set it back to AHCI.
The other thing to try since you can't use the factory restore image, before you wipe the drive and start over, is to boot from the Win 7 DVD and and run BootRec.exe (read this). It may fix the MBR, if that's the problem. (SATA Mode should be set to AHCI before running BootRec.)
Note: using BootRec will permanently prevent you from ever using the factory restore image again. But, if BootRec doesn't solve the problem, your only other option is to reinstall Windows which wlll also permanently prevent access to the factory image.
If the owner doesn't have the Win 7 disk and is in the US, they can contact Dell to request it. If the system isn't under warranty, Dell may charge for the disk.
steinj14
4 Posts
1
November 26th, 2013 12:00
Before I did anything else, I downloaded and booted to Hiren's Boot CD. From that I fired up MiniXP so I could see the laptop's hard drive. Then I ran "produkey" (http://www.nirsoft.net/utils/product_cd_key_viewer.html) with the /external option. This found the Windows and Office product keys for me, so if I needed to reinstall I could.
Tried changing the SATA Mode but that still didn't work.
Followed the instructions Rohe provided to fix/rebuild the MBR, and that worked!!
So, luckily, no need to reinstall anything.
Thanks to all who helped me with this!!
ky331
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November 26th, 2013 14:00
Great work, Ron!
RoHe
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November 26th, 2013 14:00
:emotion-21: :emotion-21:
Please mark this thread as "solved".
BJFox
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November 26th, 2013 15:00
Nice work Brother Ron!
Another one bites the dust. :emotion-11:
cnetinc
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January 17th, 2015 02:00
You can access recovery from outside Windows, which is useful if you can’t find the software, or if Windows won’t load. To do this, reboot your computer, and pay close attention to the boot screen that appears before Windows loads. Keep an eye out for a shortcut key that brings you to the recovery interface. In most cases, the key will be F11.