Acer Aspire E15 laptop -suddenly all videos are mute but there's more

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1

I am running windows 10 and was trying to find a solution on Google. I was advised to check the volume mix. There was 'WebHelper' and after a bit more research it appeared this is a malware with a high danger level. How do I get rid of it, who can I trust to give me the right information and I'm surprised it has not been picked up by Norton, if indeed it is a malware. And would this malware be the culprit with the volume problem?

2

Hello curly wurly. Can we assist you further?

Cheers

3

cw

I donn't know if you cme across this link:

https://www.lifewire.com/fix-no-sound-windows-10-4587022

but I would definitely try 5 6 & 7

You have done 3.

4 is overkill certainly at this moment (or in their series!)

I have run into situations where there is a second volume control within an app that is set to mute and overrides the volume control link on the System Tray but I get the impression that this is not the case for you.

4

Again thank you. I did as suggested, I uninstalled uTorrent rebooted and did a scan including rootkits. The end result was another PUP that was got rid of.I checked on the Open Volume Mixer and the WebHelper was gone. So I thought I was OK to reinstall uTorrent, but NO I ended up with WebHelper X 2 on my open volume mixer. So I uninstalled uTorrent and the WebHelper X 2 disappeared. I will leave things as they are for a while, even though I still haven't got the volume on my videos, I have got rid of the malware thanks to you.

5

WebHelper will log keystrokes and other activity on the computer and also suggests to me that a torrent of some sort imay be installed on the system, are you using a torrent?  If so remove it and reboot. Re-run Malwarebytes again to see whether it will detect additional issue. Make sure MBAM runs its check to look for rootkits as well. That setting is in the MBAM settings area.

MBAM rootkit check setting.png

Cheers

6

Many thanks SoulAsylum, I followed your reccommendation and the scan showed 73 PUPs which I quarantined. I did not have any PUMs.Having restarted laptop and looking at volume mixer, it still shows WebHelper, is this a concern, it shows to be muted.I still have no sound on my videos.

7

Hello curly wurly. Download Malwarebytes here and run a full scan. It will look for things Norton doesn't concentrate on as Norton primarily protects the operating system in general. Please let us know your results.

Cheers