After running antimalware program, cleaned up threats, but no internet connection

[fruit salad]

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I went to take care of a computer help ticket, virus threats on her computer. Porn pop-ups would pop-up, and many other symptoms. I ran antimalware program, pretty much took care of the problem. The lady wasn't in her office so I just sent her an email. She sent me back an email when she got in and said everything works fine and the threats were eliminated. Come Monday, she put in another ticket saying she doesn't have Internet connection on her browsers, IE and Firefox, but she can check her Outlook email fine.

How do you think I should solve this problem?

[obemon]

-You can try resetting the TCP/IP stack. --> MS KB Article Link
-If Zonealarm, other firewall, or any other Internet Security suites are installed, try disabling them
-If the network adapter is obtaining an IP address automatically, then try this on the command prompt...
ipconfig /flushdns
ipconfig /release
ipconfig /renew


Worst case scenario though, you think you got rid of the bugs but there might be some left that's screwing her connection. What tools did you use to remove malware on her machine? Combofix, MalwareBytes, then finishing it off with Spybot seems to do the job these days.

[fruit salad]

I used MalwareBytes... I've used that on a couple of machines that were infected by the AntiVirus 2009 trojan, no problems there so far, just this case. I usually ran spybot first, then pair it with malwarebytes, which kills the Antivirus 2009. I usually do this than reimaging.

I forgot to add that when other people login to the PC, browsers work fine, only when she's logged in.. it's not working. I solved the problem this morning though...

Here's what I did...

I renamed her profile and let her login with her login name... which creates "like new" profile under Documents and Settings. Transferred her files from her old profile, Email .pst, documents, and there it went. Browser connecting.

Maypa ni check ko ganiha I could have tried your suggestion.

[obemon]

Ahh ha. So it was a profile specific issue. Well you got it sorted now so that's all that matters.

[fruit salad]

Thanks obemon.