||[Jul. 19th, 2004|03:51 pm]
The Question Club
So my mom has Windows XP and seems to gotten some version of the Sasser worm. Now she can't even get Windows to load before she gets some "lsass.exe" error message and her machine starts rebooting itself over and over. She called Toshiba (her computer's manufacturer) and I guess they told her to go out and purchase new antivirus software, which she did. But this isn't very helpful, since she can't get the computer booted up to install the new software. I tried to get her to start her machine in safe mode to put the generic instructions of deleting File WhoKnows and running shutdown.exe or whatever, but the worm or whatever it is won't even let her do that. It pops up the same error message and sends her back to the Advanced Options screen (the one where you choose to put the machine in safe mode). Now I only know the basics about computers, and my mom knows even less (she asked me what the taskbar is). We're in two different states, too so I can't see exactly what happens. So if any of you could answer: What exact steps should she take to get the computer cleaned up and booting again? or Which company should she call for help: Toshiba, Microsoft, or her new Norton software people? or where should I go to get a helpful answer to these questions?