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  1. #1
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    Default Cannot watch videos or install Google Chrome

    Hello,

    I am unable to watch videos on BBC iplayer, youtube, etc.

    I have Windows 10, and have both Microsoft Edge and Google Chrome installed.

    If I try to watch a video through Edge, I keep getting a message saying the webpage cannot be displayed.

    If I tried to watch on Google chrome I got a message about needing Flash Player (which was already installed).

    I tried to uninstall Google Chrome and reinstall it, but when I reinstall it it no longer works (I simply get a blank page when I open it, rather than the Google homepage).

    Please can you help?
    Dave

  2. #2
    Member Spyware Fighter zep516's Avatar
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    Hello dave1978,

    Lets try an fix Chrome,

    Reset your Chrome browser settings
    1.In the top-right corner of the browser window, click the Chrome menu
    2.Select Settings.
    3.At the bottom, click Show advanced settings.
    4.Under the section "Reset settings,” click Reset settings.
    5.In the dialog that appears, click Reset.

    Resetting your browser settings will reset the unwanted changes caused by installing other programs. However, your saved bookmarks and passwords will not be cleared or changed.

  3. #3
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    Default

    Hi,

    Thanks for getting back to me.

    I cannot follow the steps because I don't get the Chrome menu when I open Chrome, just a blank page. I tried again in-installing and re-installing Chrome, both as 64- and 32-bit for Windows 10. But it makes no difference I only get the blank page.

    Dave

  4. #4
    Member Spyware Fighter zep516's Avatar
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    Hello,

    Lets check for any adware that could be present,

    Please download adwCleaner to your desktop.
    • Close all open programs and internet browsers.
    • Double click on AdwCleaner.exe to run the tool.
    • Click the Scan button and wait for the process to complete.
    • Click the logfile button and the log will open in Notepad.
    • Click on the Clean button follow the prompts.
    • A log file will automatically open after the scan has finished and the PC has rebooted.
    • Please post the content of that log file with your next answer.
    • The report will be saved in the C:\AdwCleaner folder.

  5. #5
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    Default

    Hello again,

    Thanks for that, I have followed your advice and the log is pasted below.

    Best wishes,
    Dave

    # AdwCleaner v6.041 - Logfile created 30/12/2016 at 22:16:35
    # Updated on 16/12/2016 by Malwarebytes
    # Database : 2016-12-29.2 [Server]
    # Operating System : Windows 10 Home (X64)
    # Username : Mabel - DESKTOP-FGTRHOL
    # Running from : C:\Users\Mabel\Downloads\adwcleaner_6.041.exe
    # Mode: Clean
    # Support : https://www.malwarebytes.com/support



    ***** [ Services ] *****



    ***** [ Folders ] *****



    ***** [ Files ] *****

    [-] File deleted: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Booking.com.lnk


    ***** [ DLL ] *****



    ***** [ WMI ] *****



    ***** [ Shortcuts ] *****



    ***** [ Scheduled Tasks ] *****



    ***** [ Registry ] *****

    [-] Key deleted: HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\EdpDomStorage\homes.trovit.co.uk
    [-] Key deleted: HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\EdpDomStorage\trovit.co.uk
    [-] Key deleted: HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\DOMStorage\homes.trovit.co.uk
    [-] Key deleted: HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\DOMStorage\trovit.co.uk
    [#] Key deleted on reboot: [x64] HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\EdpDomStorage\homes.trovit.co.uk
    [#] Key deleted on reboot: [x64] HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\EdpDomStorage\trovit.co.uk
    [#] Key deleted on reboot: [x64] HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\DOMStorage\homes.trovit.co.uk
    [#] Key deleted on reboot: [x64] HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\DOMStorage\trovit.co.uk


    ***** [ Web browsers ] *****



    *************************

    :: "Tracing" keys deleted
    :: Winsock settings cleared

    *************************

    C:\AdwCleaner\AdwCleaner[C0].txt - [2619 Bytes] - [30/12/2016 22:16:35]
    C:\AdwCleaner\AdwCleaner[S0].txt - [2873 Bytes] - [30/12/2016 22:15:48]

    ########## EOF - C:\AdwCleaner\AdwCleaner[C0].txt - [2765 Bytes] ##########

  6. #6
    Member Spyware Fighter zep516's Avatar
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    Hello,

    Better run a Malwarebytes scan.

    If you already have malwarebytes you may skip the download part of these instructions.

    • Please download Malwarebytes Anti-Malware to your desktop.
    • Double-click mbam-setup-version.exe and follow the prompts to install the program.
    • Launch Malwarebytes Anti-Malware
    • Then click Finish.
    • If an update is found, you will be prompted to download and install the latest version.
    • Once the program has loaded, select Scan now. Or select the Threat Scan from the Scan menu.
    • When the scan is complete , make sure that that all Threats are selected, and click Remove Selected.
    • Reboot your computer if prompted.



    Posting the Malwarebytes log.

    • After the restart once you are back at your desktop, open MBAM once more.
    • Click on the History tab > Application Logs.
    • Double click on the Scan Log which shows the Date and time of the scan just performed.
    • Click 'Export'.
    • Click 'Text file (*.txt)'
    • In the Save File dialog box which appears, click on Desktop.
    • In the File name: box type a name for your scan log.
    • A message box named 'File Saved' should appear stating "Your file has been successfully exported".
    • Click Ok
    • post that saved log to your next reply.

  7. #7
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    Hi,

    The Malwarebytes seemed slightly different to described, and it initially didn't appear to scan. But I shut down and reopened and now I think I have the log, which I have pasted below

    Many thanks for your ongoing help,
    Dave


    Malwarebytes
    www.malwarebytes.com

    -Log Details-
    Scan Date: 12/31/16
    Scan Time: 2:36 PM
    Logfile: Malwarebytes scan.txt
    Administrator: Yes

    -Software Information-
    Version: 3.0.5.1299
    Components Version: 1.0.43
    Update Package Version: 1.0.899
    License: Trial

    -System Information-
    OS: Windows 10
    CPU: x64
    File System: NTFS
    User: DESKTOP-FGTRHOL\Mabel

    -Scan Summary-
    Scan Type: Threat Scan
    Result: Completed
    Objects Scanned: 373167
    Time Elapsed: 2 min, 2 sec

    -Scan Options-
    Memory: Enabled
    Startup: Enabled
    Filesystem: Enabled
    Archives: Enabled
    Rootkits: Disabled
    Heuristics: Enabled
    PUP: Enabled
    PUM: Enabled

    -Scan Details-
    Process: 0
    (No malicious items detected)

    Module: 0
    (No malicious items detected)

    Registry Key: 0
    (No malicious items detected)

    Registry Value: 0
    (No malicious items detected)

    Data Stream: 0
    (No malicious items detected)

    Folder: 0
    (No malicious items detected)

    File: 0
    (No malicious items detected)

    Physical Sector: 0
    (No malicious items detected)


    (end)

  8. #8
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    Default

    Hi,

    A quick update.

    Microsoft edge is now running videos, but I still cannot download Google Chrome properly (I download it and then get the blank page,)
    Dave

  9. #9
    Member Spyware Fighter zep516's Avatar
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    Default

    Hello,

    Try uninstalling Chrome again and delete the user profile information.This will totally remove Chrome in case your Chrome profile is broken.

    To do that:

    1.Close all Chrome windows and tabs.
    2.Go to the Start menu > Control Panel. (Windows 8 users: Learn how to access the Control Panel)
    3.Click Programs and Features.
    4.Double-click Google Chrome.
    5.Click Uninstall from the confirmation dialog. Delete your user profile information, like your browser preferences, bookmarks, and history, select the "Also delete your browsing data" checkbox.

    If you have Bookmarks that you want to save, you want to do that first.

    Export / Import Bookmarks.
    https://support.google.com/chrome/answer/96816?hl=en


    Then try reinstalling Chrome from here-->Chrome Web Browser

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  11. #10
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    Default

    That seems to have worked, thank you very much,

    Best wishes,
    Dave

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