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unable to open HR Block software


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8 replies to this topic

#1 scott oak

scott oak

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  • Local time:02:58 PM

Posted 27 December 2011 - 12:58 PM

I am not able to open my HR Block software. I attempted to reinstall the software and it does not fix the problem. The following message pops up when I try to open the software. (WinFileWriterImpl::open0)
Attached are my log files.
.
DDS (Ver_2011-08-26.01) - NTFSx86
Internet Explorer: 8.0.6001.19088
Run by computer at 10:45:32 on 2011-12-27
Microsoft® Windows Vista™ Home Premium 6.0.6002.2.1252.1.1033.18.1015.176 [GMT -5:00]
.
AV: Norton 360 *Enabled/Updated* {63DF5164-9100-186D-2187-8DC619EFD8BF}
SP: Windows Defender *Disabled/Updated* {D68DDC3A-831F-4fae-9E44-DA132C1ACF46}
SP: Norton 360 *Enabled/Updated* {D8BEB080-B73A-17E3-1B37-B6B462689202}
FW: Norton 360 *Enabled* {5BE4D041-DB6F-1935-0AD8-24F3E73C9FC4}
.
============== Running Processes ===============
.
C:\Windows\system32\wininit.exe
C:\Windows\system32\lsm.exe
C:\Windows\system32\svchost.exe -k DcomLaunch
C:\Windows\system32\svchost.exe -k rpcss
C:\Windows\System32\svchost.exe -k LocalServiceNetworkRestricted
C:\Windows\System32\svchost.exe -k LocalSystemNetworkRestricted
C:\Windows\system32\svchost.exe -k netsvcs
C:\Windows\system32\svchost.exe -k GPSvcGroup
C:\Windows\system32\SLsvc.exe
C:\Windows\system32\svchost.exe -k LocalService
C:\Windows\system32\svchost.exe -k NetworkService
C:\Windows\System32\spoolsv.exe
C:\Windows\system32\svchost.exe -k LocalServiceNoNetwork
C:\Program Files\Common Files\ArcSoft\Connection Service\Bin\ACService.exe
C:\Windows\System32\bgsvcgen.exe
C:\Program Files\Canon\IJPLM\IJPLMSVC.EXE
C:\Program Files\Common Files\LightScribe\LSSrvc.exe
C:\Program Files\Norton 360\Engine\5.1.0.29\ccSvcHst.exe
C:\Windows\system32\svchost.exe -k NetworkServiceNetworkRestricted
C:\Windows\system32\svchost.exe -k imgsvc
C:\Program Files\CA\SharedComponents\TMEngine\UmxEngine.exe
C:\Windows\System32\svchost.exe -k WerSvcGroup
C:\Windows\system32\SearchIndexer.exe
C:\Windows\system32\DRIVERS\xaudio.exe
C:\Windows\system32\WUDFHost.exe
C:\Windows\system32\DllHost.exe
C:\Program Files\Norton 360\Engine\5.1.0.29\ccSvcHst.exe
C:\Windows\system32\taskeng.exe
C:\Windows\system32\Dwm.exe
C:\Windows\Explorer.EXE
C:\Windows\system32\taskeng.exe
C:\hp\support\hpsysdrv.exe
C:\Windows\RtHDVCpl.exe
C:\Windows\System32\hkcmd.exe
C:\Windows\System32\igfxpers.exe
C:\Windows\system32\igfxsrvc.exe
C:\Windows\system32\schtasks.exe
C:\Program Files\Common Files\Adobe\ARM\1.0\AdobeARM.exe
C:\Program Files\Common Files\ArcSoft\Connection Service\Bin\ACDaemon.exe
C:\Program Files\HP\HP Software Update\hpwuschd2.exe
C:\Program Files\Canon\MyPrinter\BJMYPRT.EXE
C:\Program Files\Windows Sidebar\sidebar.exe
C:\Windows\ehome\ehtray.exe
C:\Program Files\Windows Media Player\wmpnscfg.exe
C:\Program Files\Panasonic\PHOTOfunSTUDIO 4.0 HD\AutoStartupService.exe
C:\Windows\ehome\ehmsas.exe
C:\Program Files\Windows Media Player\wmpnetwk.exe
C:\Program Files\Common Files\ArcSoft\Connection Service\Bin\ArcCon.ac
C:\Windows\system32\svchost.exe -k LocalServiceAndNoImpersonation
c:\Program Files\Hewlett-Packard\HP Health Check\hphc_service.exe
C:\Windows\system32\wuauclt.exe
C:\Program Files\Mozilla Firefox\firefox.exe
C:\Program Files\Mozilla Firefox\plugin-container.exe
C:\Windows\system32\wbem\wmiprvse.exe
C:\Windows\system32\SearchProtocolHost.exe
C:\Windows\system32\SearchFilterHost.exe
C:\Windows\system32\wbem\wmiprvse.exe
.
============== Pseudo HJT Report ===============
.
uStart Page = hxxp://www.rr.com/
uWindow Title = Road Runner High Speed Online
mStart Page = hxxp://ie.redirect.hp.com/svs/rdr?TYPE=3&tp=iehome&locale=en_us&c=81&bd=Presario&pf=desktop
mDefault_Page_URL = hxxp://ie.redirect.hp.com/svs/rdr?TYPE=3&tp=iehome&locale=en_us&c=81&bd=Presario&pf=desktop
uSearchURL,(Default) = hxxp://search.yahoo.com/search?fr=mcafee&p=%s
BHO: &Yahoo! Toolbar Helper: {02478d38-c3f9-4efb-9b51-7695eca05670} - c:\program files\yahoo!\companion\installs\cpn\yt.dll
BHO: Adobe PDF Link Helper: {18df081c-e8ad-4283-a596-fa578c2ebdc3} - c:\program files\common files\adobe\acrobat\activex\AcroIEHelperShim.dll
BHO: {45011cf5-e4a9-4f13-9093-f30a784eb9b2} - CA Anti-Phishing Toolbar Helper
BHO: Symantec NCO BHO: {602adb0e-4aff-4217-8aa1-95dac4dfa408} - c:\program files\norton 360\engine\5.1.0.29\coIEPlg.dll
BHO: Symantec Intrusion Prevention: {6d53ec84-6aae-4787-aeee-f4628f01010c} - c:\program files\norton 360\engine\5.1.0.29\ips\IPSBHO.DLL
BHO: SSVHelper Class: {761497bb-d6f0-462c-b6eb-d4daf1d92d43} - c:\program files\java\jre6\bin\ssv.dll
BHO: Java™ Plug-In 2 SSV Helper: {dbc80044-a445-435b-bc74-9c25c1c588a9} - c:\program files\java\jre6\bin\jp2ssv.dll
TB: Yahoo! Toolbar: {ef99bd32-c1fb-11d2-892f-0090271d4f88} - c:\program files\yahoo!\companion\installs\cpn\yt.dll
TB: CA Anti-Phishing Toolbar: {0123b506-0ad9-43aa-b0cf-916c122ad4c5} -
TB: Norton Toolbar: {7febefe3-6b19-4349-98d2-ffb09d4b49ca} - c:\program files\norton 360\engine\5.1.0.29\coIEPlg.dll
uRun: [Sidebar] c:\program files\windows sidebar\sidebar.exe /autoRun
uRun: [ehTray.exe] c:\windows\ehome\ehTray.exe
uRun: [WMPNSCFG] c:\program files\windows media player\WMPNSCFG.exe
mRun: [Windows Defender] %ProgramFiles%\Windows Defender\MSASCui.exe -hide
mRun: [hpsysdrv] c:\hp\support\hpsysdrv.exe
mRun: [RtHDVCpl] RtHDVCpl.exe
mRun: [SunJavaUpdateReg] "c:\windows\system32\jureg.exe"
mRun: [IgfxTray] c:\windows\system32\igfxtray.exe
mRun: [HotKeysCmds] c:\windows\system32\hkcmd.exe
mRun: [Persistence] c:\windows\system32\igfxpers.exe
mRun: [Adobe Reader Speed Launcher] "c:\program files\adobe\reader 9.0\reader\Reader_sl.exe"
mRun: [Adobe ARM] "c:\program files\common files\adobe\arm\1.0\AdobeARM.exe"
mRun: [ArcSoft Connection Service] c:\program files\common files\arcsoft\connection service\bin\ACDaemon.exe
mRun: [HP Software Update] c:\program files\hp\hp software update\HPWuSchd2.exe
mRun: [<NO NAME>]
mRun: [CanonSolutionMenu] c:\program files\canon\solutionmenu\CNSLMAIN.exe /logon
mRun: [CanonMyPrinter] c:\program files\canon\myprinter\BJMyPrt.exe /logon
StartupFolder: c:\progra~2\micros~1\windows\startm~1\programs\startup\photof~1.lnk - c:\program files\panasonic\photofunstudio 4.0 hd\AutoStartupService.exe
mPolicies-explorer: BindDirectlyToPropertySetStorage = 0 (0x0)
mPolicies-system: EnableUIADesktopToggle = 0 (0x0)
IE: E&xport to Microsoft Excel - c:\progra~1\micros~3\office12\EXCEL.EXE/3000
IE: {2670000A-7350-4f3c-8081-5663EE0C6C49} - {48E73304-E1D6-4330-914C-F5F514E3486C} - c:\progra~1\micros~3\office12\ONBttnIE.dll
IE: {92780B25-18CC-41C8-B9BE-3C9C571A8263} - {FF059E31-CC5A-4E2E-BF3B-96E929D65503} - c:\progra~1\micros~3\office12\REFIEBAR.DLL
DPF: {CAFEEFAC-FFFF-FFFF-FFFF-ABCDEFFEDCBA} - hxxp://java.sun.com/update/1.6.0/jinstall-1_6_0_23-windows-i586.cab
DPF: {E2883E8F-472F-4FB0-9522-AC9BF37916A7} - hxxp://platformdl.adobe.com/NOS/getPlusPlus/1.6/gp.cab
TCP: DhcpNameServer = 209.18.47.61 209.18.47.62
TCP: Interfaces\{9BE3DF79-C44F-4DB0-844E-2BCA8DF01560} : DhcpNameServer = 209.18.47.61 209.18.47.62
Notify: igfxcui - igfxdev.dll
AppInit_DLLs: UmxSbxExw.dll
.
================= FIREFOX ===================
.
FF - ProfilePath - c:\users\computer\appdata\roaming\mozilla\firefox\profiles\md91qo5p.default\
FF - prefs.js: browser.startup.homepage - hxxp://www.yahoo.com/
FF - prefs.js: network.proxy.type - 0
FF - plugin: c:\program files\adobe\reader 9.0\reader\air\nppdf32.dll
FF - plugin: c:\program files\google\update\1.3.21.79\npGoogleUpdate3.dll
FF - plugin: c:\program files\java\jre6\bin\new_plugin\npdeployJava1.dll
FF - plugin: c:\program files\microsoft silverlight\4.0.60831.0\npctrlui.dll
.
============= SERVICES / DRIVERS ===============
.
R0 SymDS;Symantec Data Store;c:\windows\system32\drivers\n360\0501000.01d\SymDS.sys [2011-12-19 340088]
R0 SymEFA;Symantec Extended File Attributes;c:\windows\system32\drivers\n360\0501000.01d\SymEFA.sys [2011-12-19 744568]
R1 BHDrvx86;BHDrvx86;c:\programdata\norton\{0c55c096-0f1d-4f28-aaa2-85ef591126e7}\n360_5.1.0.29\definitions\bashdefs\20111221.003\BHDrvx86.sys [2011-12-21 819320]
R1 IDSVix86;IDSVix86;c:\programdata\norton\{0c55c096-0f1d-4f28-aaa2-85ef591126e7}\n360_5.1.0.29\definitions\ipsdefs\20111226.001\IDSvix86.sys [2011-12-26 368248]
R1 KmxFilter;HIPS Core Filter Driver;c:\windows\system32\drivers\KmxFilter.sys [2011-5-2 66128]
R1 SymIRON;Symantec Iron Driver;c:\windows\system32\drivers\n360\0501000.01d\Ironx86.sys [2011-12-19 136312]
R1 SYMTDIv;Symantec Vista Network Dispatch Driver;c:\windows\system32\drivers\n360\0501000.01d\symtdiv.sys [2011-12-19 331384]
R2 FontCache;Windows Font Cache Service;c:\windows\system32\svchost.exe -k LocalServiceAndNoImpersonation [2008-12-18 21504]
R2 N360;Norton 360;c:\program files\norton 360\engine\5.1.0.29\ccSvcHst.exe [2011-12-19 130008]
R2 UmxEngine;TM Engine;c:\program files\ca\sharedcomponents\tmengine\UmxEngine.exe [2011-4-4 662096]
R3 EraserUtilRebootDrv;EraserUtilRebootDrv;c:\program files\common files\symantec shared\eengine\EraserUtilRebootDrv.sys [2011-12-19 106104]
S2 gupdate;Google Update Service (gupdate);c:\program files\google\update\GoogleUpdate.exe [2011-9-8 136176]
S3 28368;28368;c:\windows\system32\drivers\28368 [2011-9-18 9072]
S3 gupdatem;Google Update Service (gupdatem);c:\program files\google\update\GoogleUpdate.exe [2011-9-8 136176]
.
=============== Created Last 30 ================
.
2011-12-20 03:49:47 126584 ----a-w- c:\windows\system32\drivers\SYMEVENT.SYS
2011-12-20 03:49:47 -------- d-----w- c:\program files\Symantec
2011-12-20 03:49:18 744568 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\SymEFA.sys
2011-12-20 03:49:18 516216 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\srtsp.sys
2011-12-20 03:49:18 50168 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\srtspx.sys
2011-12-20 03:49:18 340088 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\SymDS.sys
2011-12-20 03:49:18 331384 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\symtdiv.sys
2011-12-20 03:49:18 296568 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\symnets.sys
2011-12-20 03:49:18 136312 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\Ironx86.sys
2011-12-20 03:49:01 -------- d-----w- c:\program files\Norton 360
2011-12-20 03:48:11 -------- d-----w- c:\program files\NortonInstaller
2011-12-20 03:24:28 -------- d-----w- c:\programdata\PCSettings
.
==================== Find3M ====================
.
2011-11-25 04:45:50 414368 ----a-w- c:\windows\system32\FlashPlayerCPLApp.cpl
2011-10-06 20:40:17 1744912 ----a-w- c:\windows\system32\winsflt.dl1
.
============= FINISH: 10:48:25.31 ===============

Attached Files



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#3 scott oak

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Posted 03 January 2012 - 12:29 PM

I am still unable to open my HR Block software. When I try to open the software I get a pop up with the following message (WinFileWriterImpl::open0) I have tried to reinstall the software and I get the same message.
Attached are my log files.

.
DDS (Ver_2011-08-26.01) - NTFSx86
Internet Explorer: 8.0.6001.19088
Run by computer at 11:04:42 on 2012-01-03
Microsoft® Windows Vista™ Home Premium 6.0.6002.2.1252.1.1033.18.1015.157 [GMT -5:00]
.
AV: Norton 360 *Enabled/Updated* {63DF5164-9100-186D-2187-8DC619EFD8BF}
SP: Windows Defender *Disabled/Updated* {D68DDC3A-831F-4fae-9E44-DA132C1ACF46}
SP: Norton 360 *Enabled/Updated* {D8BEB080-B73A-17E3-1B37-B6B462689202}
FW: Norton 360 *Enabled* {5BE4D041-DB6F-1935-0AD8-24F3E73C9FC4}
.
============== Running Processes ===============
.
C:\Windows\system32\wininit.exe
C:\Windows\system32\lsm.exe
C:\Windows\system32\svchost.exe -k DcomLaunch
C:\Windows\system32\svchost.exe -k rpcss
C:\Windows\System32\svchost.exe -k LocalServiceNetworkRestricted
C:\Windows\System32\svchost.exe -k LocalSystemNetworkRestricted
C:\Windows\system32\svchost.exe -k netsvcs
C:\Windows\system32\svchost.exe -k GPSvcGroup
C:\Windows\system32\SLsvc.exe
C:\Windows\system32\svchost.exe -k LocalService
C:\Windows\system32\svchost.exe -k NetworkService
C:\Windows\System32\spoolsv.exe
C:\Windows\system32\svchost.exe -k LocalServiceNoNetwork
C:\Program Files\Common Files\ArcSoft\Connection Service\Bin\ACService.exe
C:\Windows\System32\bgsvcgen.exe
C:\Program Files\Canon\IJPLM\IJPLMSVC.EXE
C:\Program Files\Common Files\LightScribe\LSSrvc.exe
C:\Program Files\Norton 360\Engine\5.1.0.29\ccSvcHst.exe
C:\Windows\system32\svchost.exe -k NetworkServiceNetworkRestricted
C:\Windows\system32\svchost.exe -k imgsvc
C:\Program Files\CA\SharedComponents\TMEngine\UmxEngine.exe
C:\Windows\System32\svchost.exe -k WerSvcGroup
C:\Windows\system32\SearchIndexer.exe
C:\Windows\system32\DRIVERS\xaudio.exe
C:\Windows\system32\WUDFHost.exe
C:\Windows\system32\DllHost.exe
C:\Program Files\Norton 360\Engine\5.1.0.29\ccSvcHst.exe
C:\Windows\system32\taskeng.exe
C:\Windows\system32\Dwm.exe
C:\Windows\Explorer.EXE
C:\hp\support\hpsysdrv.exe
C:\Windows\RtHDVCpl.exe
C:\Windows\System32\hkcmd.exe
C:\Windows\system32\taskeng.exe
C:\Windows\System32\igfxpers.exe
C:\Windows\system32\schtasks.exe
C:\Windows\system32\igfxsrvc.exe
C:\Program Files\Common Files\ArcSoft\Connection Service\Bin\ACDaemon.exe
C:\Program Files\HP\HP Software Update\hpwuschd2.exe
C:\Program Files\Canon\MyPrinter\BJMYPRT.EXE
C:\Program Files\Windows Sidebar\sidebar.exe
C:\Windows\ehome\ehtray.exe
C:\Program Files\Windows Media Player\wmpnscfg.exe
C:\Program Files\Panasonic\PHOTOfunSTUDIO 4.0 HD\AutoStartupService.exe
C:\Program Files\Windows Media Player\wmpnetwk.exe
C:\Windows\ehome\ehmsas.exe
C:\Program Files\Common Files\ArcSoft\Connection Service\Bin\ArcCon.ac
C:\Windows\system32\svchost.exe -k LocalServiceAndNoImpersonation
C:\Program Files\Mozilla Firefox\firefox.exe
c:\Program Files\Hewlett-Packard\HP Health Check\hphc_service.exe
C:\Program Files\Mozilla Firefox\plugin-container.exe
C:\Windows\system32\wuauclt.exe
C:\Windows\System32\mobsync.exe
C:\Windows\system32\wbem\wmiprvse.exe
.
============== Pseudo HJT Report ===============
.
uStart Page = hxxp://www.rr.com/
uWindow Title = Road Runner High Speed Online
mStart Page = hxxp://ie.redirect.hp.com/svs/rdr?TYPE=3&tp=iehome&locale=en_us&c=81&bd=Presario&pf=desktop
mDefault_Page_URL = hxxp://ie.redirect.hp.com/svs/rdr?TYPE=3&tp=iehome&locale=en_us&c=81&bd=Presario&pf=desktop
uSearchURL,(Default) = hxxp://search.yahoo.com/search?fr=mcafee&p=%s
BHO: &Yahoo! Toolbar Helper: {02478d38-c3f9-4efb-9b51-7695eca05670} - c:\program files\yahoo!\companion\installs\cpn\yt.dll
BHO: Adobe PDF Link Helper: {18df081c-e8ad-4283-a596-fa578c2ebdc3} - c:\program files\common files\adobe\acrobat\activex\AcroIEHelperShim.dll
BHO: {45011cf5-e4a9-4f13-9093-f30a784eb9b2} - CA Anti-Phishing Toolbar Helper
BHO: Symantec NCO BHO: {602adb0e-4aff-4217-8aa1-95dac4dfa408} - c:\program files\norton 360\engine\5.1.0.29\coIEPlg.dll
BHO: Symantec Intrusion Prevention: {6d53ec84-6aae-4787-aeee-f4628f01010c} - c:\program files\norton 360\engine\5.1.0.29\ips\IPSBHO.DLL
BHO: SSVHelper Class: {761497bb-d6f0-462c-b6eb-d4daf1d92d43} - c:\program files\java\jre6\bin\ssv.dll
BHO: Java™ Plug-In 2 SSV Helper: {dbc80044-a445-435b-bc74-9c25c1c588a9} - c:\program files\java\jre6\bin\jp2ssv.dll
TB: Yahoo! Toolbar: {ef99bd32-c1fb-11d2-892f-0090271d4f88} - c:\program files\yahoo!\companion\installs\cpn\yt.dll
TB: CA Anti-Phishing Toolbar: {0123b506-0ad9-43aa-b0cf-916c122ad4c5} -
TB: Norton Toolbar: {7febefe3-6b19-4349-98d2-ffb09d4b49ca} - c:\program files\norton 360\engine\5.1.0.29\coIEPlg.dll
uRun: [Sidebar] c:\program files\windows sidebar\sidebar.exe /autoRun
uRun: [ehTray.exe] c:\windows\ehome\ehTray.exe
uRun: [WMPNSCFG] c:\program files\windows media player\WMPNSCFG.exe
mRun: [Windows Defender] %ProgramFiles%\Windows Defender\MSASCui.exe -hide
mRun: [hpsysdrv] c:\hp\support\hpsysdrv.exe
mRun: [RtHDVCpl] RtHDVCpl.exe
mRun: [SunJavaUpdateReg] "c:\windows\system32\jureg.exe"
mRun: [IgfxTray] c:\windows\system32\igfxtray.exe
mRun: [HotKeysCmds] c:\windows\system32\hkcmd.exe
mRun: [Persistence] c:\windows\system32\igfxpers.exe
mRun: [Adobe Reader Speed Launcher] "c:\program files\adobe\reader 9.0\reader\Reader_sl.exe"
mRun: [Adobe ARM] "c:\program files\common files\adobe\arm\1.0\AdobeARM.exe"
mRun: [ArcSoft Connection Service] c:\program files\common files\arcsoft\connection service\bin\ACDaemon.exe
mRun: [HP Software Update] c:\program files\hp\hp software update\HPWuSchd2.exe
mRun: [<NO NAME>]
mRun: [CanonSolutionMenu] c:\program files\canon\solutionmenu\CNSLMAIN.exe /logon
mRun: [CanonMyPrinter] c:\program files\canon\myprinter\BJMyPrt.exe /logon
StartupFolder: c:\progra~2\micros~1\windows\startm~1\programs\startup\photof~1.lnk - c:\program files\panasonic\photofunstudio 4.0 hd\AutoStartupService.exe
mPolicies-explorer: BindDirectlyToPropertySetStorage = 0 (0x0)
mPolicies-system: EnableUIADesktopToggle = 0 (0x0)
IE: E&xport to Microsoft Excel - c:\progra~1\micros~3\office12\EXCEL.EXE/3000
IE: {2670000A-7350-4f3c-8081-5663EE0C6C49} - {48E73304-E1D6-4330-914C-F5F514E3486C} - c:\progra~1\micros~3\office12\ONBttnIE.dll
IE: {92780B25-18CC-41C8-B9BE-3C9C571A8263} - {FF059E31-CC5A-4E2E-BF3B-96E929D65503} - c:\progra~1\micros~3\office12\REFIEBAR.DLL
DPF: {CAFEEFAC-FFFF-FFFF-FFFF-ABCDEFFEDCBA} - hxxp://java.sun.com/update/1.6.0/jinstall-1_6_0_23-windows-i586.cab
DPF: {E2883E8F-472F-4FB0-9522-AC9BF37916A7} - hxxp://platformdl.adobe.com/NOS/getPlusPlus/1.6/gp.cab
TCP: DhcpNameServer = 209.18.47.61 209.18.47.62
TCP: Interfaces\{9BE3DF79-C44F-4DB0-844E-2BCA8DF01560} : DhcpNameServer = 209.18.47.61 209.18.47.62
Notify: igfxcui - igfxdev.dll
AppInit_DLLs: UmxSbxExw.dll
.
================= FIREFOX ===================
.
FF - ProfilePath - c:\users\computer\appdata\roaming\mozilla\firefox\profiles\md91qo5p.default\
FF - prefs.js: browser.startup.homepage - hxxp://www.yahoo.com/
FF - prefs.js: network.proxy.type - 0
FF - plugin: c:\program files\adobe\reader 9.0\reader\air\nppdf32.dll
FF - plugin: c:\program files\google\update\1.3.21.79\npGoogleUpdate3.dll
FF - plugin: c:\program files\java\jre6\bin\new_plugin\npdeployJava1.dll
FF - plugin: c:\program files\microsoft silverlight\4.0.60831.0\npctrlui.dll
.
============= SERVICES / DRIVERS ===============
.
.
=============== Created Last 30 ================
.
2011-12-20 03:49:47 126584 ----a-w- c:\windows\system32\drivers\SYMEVENT.SYS
2011-12-20 03:49:47 -------- d-----w- c:\program files\Symantec
2011-12-20 03:49:18 744568 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\SymEFA.sys
2011-12-20 03:49:18 516216 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\srtsp.sys
2011-12-20 03:49:18 50168 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\srtspx.sys
2011-12-20 03:49:18 340088 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\SymDS.sys
2011-12-20 03:49:18 331384 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\symtdiv.sys
2011-12-20 03:49:18 296568 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\symnets.sys
2011-12-20 03:49:18 136312 ----a-r- c:\windows\system32\drivers\n360\0501000.01d\Ironx86.sys
2011-12-20 03:49:01 -------- d-----w- c:\program files\Norton 360
2011-12-20 03:48:11 -------- d-----w- c:\program files\NortonInstaller
2011-12-20 03:24:28 -------- d-----w- c:\programdata\PCSettings
.
==================== Find3M ====================
.
2011-11-25 04:45:50 414368 ----a-w- c:\windows\system32\FlashPlayerCPLApp.cpl
2011-10-06 20:40:17 1744912 ----a-w- c:\windows\system32\winsflt.dl1
.
============= FINISH: 11:07:51.93 ===============

Attached Files



#4 Elise

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Posted 04 January 2012 - 03:33 PM

Hello, I see some evidence of rootkit remnants, so lets address that first.

COMBOFIX
---------------
Please download ComboFix from one of these locations:
Bleepingcomputer
ForoSpyware
  • Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. (Click on this link to see a list of programs that should be disabled. The list is not all inclusive.)
  • Double click on Combofix.exe and follow the prompts.
  • As part of it's process, ComboFix will check to see if the Microsoft Windows Recovery Console is installed. With malware infections being as they are today, it's strongly recommended to have this pre-installed on your machine before doing any malware removal. It will allow you to boot up into a special recovery/repair mode that will allow us to more easily help you should your computer have a problem after an attempted removal of malware.
  • Follow the prompts to allow ComboFix to download and install the Microsoft Windows Recovery Console, and when prompted, agree to the End-User License Agreement to install the Microsoft Windows Recovery Console.
**Please note: If the Microsoft Windows Recovery Console is already installed, or if you are running Vista, ComboFix will continue it's malware removal procedures.

Posted Image


Once the Microsoft Windows Recovery Console is installed using ComboFix, you should see the following message:

Posted Image


Click on Yes, to continue scanning for malware.

When finished, it shall produce a log for you. Please include the C:\Combofix.txt in your next reply.
regards, Elise

"Now faith is the substance of things hoped for, the evidence of things not seen."


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#5 scott oak

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Posted 04 January 2012 - 11:24 PM

Hello Elise,
I ran combofix and had a problem with my Horton 360. I followed the instructions to disable it but a warning came up that it was not disabled. The log indicates that the Norton 360 spyware was still enabled during the scan. I am still unable to open my HR Block software. The log is attached.

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#6 Elise

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Posted 05 January 2012 - 02:27 AM

Besides this problem, do you have any other problem, any indication this might be malware related?
regards, Elise

"Now faith is the substance of things hoped for, the evidence of things not seen."


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#7 scott oak

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Posted 05 January 2012 - 01:14 PM

Hello Elise,
My daughter was on deviant art and the computer basically crashed. It went black and I was unable to restart it. I had to go into recovery and recover to an earlier recovery point just to restart the computer. After that I ran a scan and Norton found a Trojan and other problems. Since then I have found where some files were missing. I figured out that if I hid all the files in the folder then unhid them the files would reappear in the folders. The current problem has just showed itself recently when I began to prepare my taxes. I searched the problem and that is what led me to bleeping computer. So, I do not know what is causing it. I just need help to insure that my computer is clean.
Scott

#8 Elise

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Posted 05 January 2012 - 01:28 PM

Even though I see no direct cause for your problem, lets make sure it is safe and malware clean.

Your version of Adobe Reader is out of date. Older versions have vulnerabilities that malicious sites can use to exploit and infect your system. Please follow these steps to remove older version Adobe components and update:
  • Download the latest version of Adobe Reader Version X. and save it to your desktop.
  • Uncheck the "Free McAfee Security plan Plus" option or any other Toolbar you are offered
  • Click the download button at the bottom.
  • If you use Internet Explorer and do not wish to install the ActiveX element, simply click on the click here to download link on the next page.
  • Remove all older version of Adobe Reader: Go to Add/remove and uninstall all versions of Adobe Reader, Acrobat Reader and Adobe Acrobat.
    If you are unsure of how to use Add or Remove Programs, the please see this tutorial:How To Remove An Installed Program From Your Computer
  • Then from your desktop double-click on Adobe Reader to install the newest version.
    If using Windows Vista and the installer refuses to launch due to insufficient user permissions, then Run As Administrator.
  • When the "Adobe Setup - Welcome" window opens, click the Install > button.
  • If offered to install a Toolbar, just uncheck the box before continuing unless you want it.
Your Adobe Reader is now up to date!


Your version of Java is out of date. Older versions have vulnerabilities that malicious sites can use to exploit and infect your system.
  • Download the latest version of Java Runtime Environment (JRE) Version 7u2.
  • Look for "JDK 7u2 (JDK or JRE).
  • Click the "Download JRE" button at the right.
  • Read the License Agreement, and then check the box that says: "Accept License Agreement".
    • Select "Windows x86 Offline" and click on jre-7-windows-i586.exe
  • Save it to your desktop
  • Close any programs you may have running - especially your web browser.
  • Uninstall all older versions of Java (any item with Java Runtime Environment, JRE or J2SE in the name).
  • Reboot your computer once all Java components are removed.
  • Install the newest version by double clicking (run as Administrator for Windows Vista/Seven) the downloaded file.


MALWAREBYTES ANTIMALWARE
-------------------------------------------
Please download Malwarebytes Anti-Malware and save it to your desktop.
alternate download link 1
alternate download link 2

MBAM may "make changes to your registry" as part of its disinfection routine. If using other security programs that detect registry changes (ie Spybot's Teatimer), they may interfere or alert you. Temporarily disable such programs or permit them to allow the changes.
  • Make sure you are connected to the Internet.
  • Double-click on mbam-setup.exe to install the application.
  • When the installation begins, follow the prompts and do not make any changes to default settings.
  • When installation has finished, make sure you leave both of these checked:
    • Update Malwarebytes' Anti-Malware
    • Launch Malwarebytes' Anti-Malware
  • Then click Finish.
MBAM will automatically start and you will be asked to update the program before performing a scan.
  • If an update is found, the program will automatically update itself. Press the OK button to close that box and continue.
  • If you encounter any problems while downloading the definition updates, manually download them from here and just double-click on mbam-rules.exe to install.
On the Scanner tab:
  • Make sure the "Perform Full Scan" option is selected.
  • Then click on the Scan button.
  • If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
  • The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
  • When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  • Click OK to close the message box and continue with the removal process.
Back at the main Scanner screen:
  • Click on the Show Results button to see a list of any malware that was found.
  • Make sure that everything is checked, and click Remove Selected.
  • When removal is completed, a log report will open in Notepad.
  • The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
  • Copy and paste the contents of that report in your next reply. Be sure to post the complete log to include the top portion which shows MBAM's database version and your operating system.
  • Exit MBAM when done.
Note: If MBAM encounters a file that is difficult to remove, you will be asked to reboot your computer so MBAM can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware.
regards, Elise

"Now faith is the substance of things hoped for, the evidence of things not seen."


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#9 Elise

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Posted 26 January 2012 - 05:13 AM

Due to the lack of feedback, this topic is now closed.In the event you still have problems, please send me or any Moderator a Private Message and ask them to reopen this topic within the next 5 days. Please include a link to your topic in the Private Message. Thank you.
regards, Elise

"Now faith is the substance of things hoped for, the evidence of things not seen."


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