“total security” infected laptop HELP!!!

[SKA]

My mums laptop is infected with “total security” mcafee that we get with our internet provider (02) hasn’t detected it. Now it won’t let us log on to computer it says “access denied”. In safe mode it logs on but nothing works it won’t connect to the internet and can’t do anything on it.

(because it’s quite new from Currys like a month old I thought I could get “whatever happens” then call them up in a few days and get them to fix it, but only want to do that if I need to)

So any help would be much appreciated.

TIA

[pug100]

What you have is malware, the best way to remove it is by using Malwarebytes removal tool. Follow this guide which is reasonably straightforward to follow from geek police. Print off a copy first before you start so you know where you're up to.

http://www.geekpolice.net/malware-removal-guides-f12/remove-total-security-2009-removal-guide-t12831.htm

Malwarebytes site

http://www.malwarebytes.org/

[ignys]

Try booting your computer in "safe mode with networking", maybe then you will be able to download and run an anti-spyware application. Sometimes if you quickly open task manager when Windows starts up you can terminate Total Security main process which usually blocks everything on the infected computer. Detailed manual removal guide: http://www.2-spyware.com/remove-total-security.html and http://www.bleepingcomputer.com/virus-removal/remove-total-security
print our the instructions and try to remove those malicious files. Otherwise, I have to say that your situation is quite complicated. There is a great chance that you will have to reformat your computer. Anyway, good luck!