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24x7 Help Removal Guide

By on August 19, 2013 @ 07:08 PM | Read 64,992 times.
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The 24x7 Help program is a small applet that displays contact information for a remote support company and suggests that you download a variety of security program. This program is typically bundled with other software that you can download for free from the Internet. Once installed, 24x7 will automatically start when you login to Windows and constantly display an icon of a support person's head on the title bar of the active Window. If you click on this head, you will be shown a screen that promotes their remote support services as well as a variety of security and backup products that they have developed. The products it promotes are PCRx Registry Cleaner, Spyware Terminator 2012, and Online Vault Backup.

 

24x7 Help screen shot
24x7 Help screen shot
For more screen shots of this infection click on the image above.
There are a total of 2 images you can view.

 

It is important to note that even though some may find this program to be misleading, it is not an actual computer infection that is installed through exploits or malware. Rather this program is installed by other programs that did not adequately disclose that other software would be installed along with it. Therefore, it is important that you pay attention to the license agreements and installation screens when installing anything off of the Internet. If an installation screen offers you Custom or Advanced installation options, it is a good idea to select these as they will typically disclose what other 3rd party software will also be installed. Furthermore, If the license agreement or installation screens state that they are going to install a toolbar or other unwanted adware, it is advised that you cancel the install and not use the free software.

This program does contain an uninstall entry within the Add or Remove Programs or Uninstall Programs control panel. Unfortunately, there have been many cases where the program did not fully remove itself when using the control panel or it encountered errors. For this reason we have created this guide in order to remove it even if the standard routine fails. Please use this guide to remove all remnants of the 24x7 Help program in the event that you are unable to uninstall it via normal methods.

 

Threat Classification:

 

Advanced information:

View 24x7 Help Adware files.
View 24x7 Help Adware Registry Information.

 

Entries for this program found in the Uninstall Programs control panel:

24x7 Help

 

Tools Needed for this fix:

 

Symptoms that may be in a HijackThis Log:

O4 - HKLM\..\Run: [24x7HELP] "C:\Program Files\24x7Help\App24x7Help.exe" /STARTUP
O23 - Service: 24x7HelpService (24x7HelpSvc) - PCRx.com, LLC - C:\Program Files\24x7Help\App24x7Svc.exe

 

Guide Updates:

08/19/13 - Initial guide creation.

 


Automated Removal Instructions for 24x7 Help Adware using JRT and Malwarebytes Anti-Malware:

 

  1. This removal process may appear overwhelming due to the amount of the steps and the various programs used. Please do not be concerned as it is only written this way to give you clear and easy instructions so that anyone can use this guide. Before using this guide, you should print out these instructions and close any open programs and files as your web browser will need to be closed and your computer rebooted later in this fix.

  2. Before we do anything we first want to download Rkill in order to terminate any programs that may interfere with the removal process. Rkill will search your computer for active malware infections and attempt to terminate them so that they wont interfere with the removal process. To do this, please download RKill to your desktop from the following link.

    RKill Download Link - (Download page will open in a new tab or browser window.)

    When at the download page, click on the Download Now button labeled iExplore.exe. When you are prompted where to save it, please save it on your desktop.

  3. Once it is downloaded, double-click on the iExplore.exe icon in order to automatically attempt to stop any processes associated with 24x7 Help Adware and other malware. Please be patient while the program looks for various malware programs and ends them. When it has finished, the black window will automatically close and a log file will open. Please review the log file and then close so you can continue with the next step. If you have problems running RKill, you can download the other renamed versions of RKill from the rkill download page. All of the files are renamed copies of RKill, which you can try instead. Please note that the download page will open in a new browser window or tab.

    Do not reboot your computer after running RKill as the malware programs will start again.


  4. When Rkill has finished, you now need to download Junkware Removal Tool, or JRT, and save it to your desktop. JRT will scan your computer for adware programs that may have been installed on your computer without your knowledge. You can download JRT from the following URL:

    http://www.bleepingcomputer.com/download/junkware-removal-tool/

  5. When JRT has finished downloading, please double-click on the JRT.exe icon that now appears on your desktop. Once you double-click on the icon Junkware Removal Tool will open and you will be presented with its start screen as shown below. If Windows prompts you as to whether or not you wish to run JRT, please allow it to run.


    JRT Start Screen

  6. Now press any key on your keyboard to continue with the cleaning process. The program will now start to search for known adware, PUPs, and junkware programs that may be installed on your computer. This process may take upwards to 20 minutes while it creates a registry backup and checks your startups, installed modules, processes, services, files, folders, and the Windows Registry.

  7. When it has finished it will display a notepad screen that contains a log file of all the adware programs, files, and registry keys that have been detected.



    JRT Log

    Please review this log file and then close the Notepad Window.

  8. You should now download Malwarebytes Anti-Malware, or MBAM, to scan your computer for any leftovers or infections to be safe. Please download Malwarebytes from the following location and save it to your desktop:

    Malwarebytes Anti-Malware Download Link (Download page will open in a new window)

  9. Once downloaded, close all programs and Windows on your computer, including any open browser windows.

  10. Double-click on the icon on your desktop named mbam-setup.exe. This will start the installation of MBAM onto your computer.

  11. When the installation begins, keep following the prompts in order to continue with the installation process. Do not make any changes to default settings and when the program has finished installing, make sure you leave both the Update Malwarebytes Anti-Malware and Launch Malwarebytes Anti-Malware checked. Then click on the Finish button. If MalwareBytes' prompts you to reboot, please do not do so.

  12. MBAM will now automatically start and you will see a message stating that you should update the program before performing a scan. As MBAM will automatically update itself after the install, you can press the OK button to close that box and you will now be at the main program as shown below.


    MalwareBytes Anti-Malware Screen

  13. On the Scanner tab, make sure the the Perform full scan option is selected and then click on the Scan button to start scanning your computer for 24x7 Help Adware related files.

  14. MBAM will now start scanning your computer for malware. This process can take quite a while, so we suggest you go and do something else and periodically check on the status of the scan. When MBAM is scanning it will look like the image below.


    MalwareBytes Anti-Malware Scanning Screen

  15. When the scan is finished a message box will appear as shown in the image below.


    MalwareBytes Anti-Malware Scan Finished Screen

    You should click on the OK button to close the message box and continue with the 24x7 Help removal process.

  16. You will now be back at the main Scanner screen. At this point you should click on the Show Results button.

  17. A screen displaying all the malware that the program found will be shown as seen in the image below. Please note that the infections found may be different than what is shown in the image.


    MalwareBytes Scan Results


    You should now click on the Remove Selected button to remove all the listed malware. MBAM will now delete all of the files and registry keys and add them to the programs quarantine. When removing the files, MBAM may require a reboot in order to remove some of them. If it displays a message stating that it needs to reboot, please allow it to do so. Once your computer has rebooted, and you are logged in, please continue with the rest of the steps.

  18. When MBAM has finished removing the malware, it will open the scan log and display it in Notepad. Review the log as desired, and then close the Notepad window.

  19. You can now exit the MBAM program.

  20. As many malware and unwanted programs are installed through vulnerabilities found in out-dated and insecure programs, it is strongly suggested that you use Secunia PSI to scan for vulnerable programs on your computer. A tutorial on how to use Secunia PSI to scan for vulnerable programs can be found here:

    How to detect vulnerable and out-dated programs using Secunia Personal Software Inspector

 

Your computer should now be free of the 24x7 Help program. If your current anti-virus solution let this infection through, you may want to consider purchasing the PRO version of Malwarebytes Anti-Malware to protect against these types of threats in the future.

If you are still having problems with your computer after completing these instructions, then please follow the steps outlined in the topic linked below:

Preparation Guide For Use Before Using Malware Removal Tools and Requesting Help

 


 

Associated 24x7 Help Adware Files:

%AppData%\24x7 Help\
%AppData%\24x7 Help\skin\
%AppData%\Microsoft\Internet Explorer\Quick Launch\24x7 Help.lnk
%CommonDesktop%\24x7 Help.lnk
%CommonStartMenu%\Programs\24x7 Help\
%CommonStartMenu%\Programs\24x7 Help\24x7 Help.lnk
%CommonStartMenu%\Programs\24x7 Help\24x7Help.org.url
%CommonStartMenu%\Programs\24x7 Help\Uninstall 24x7 Help.lnk
c:\Program Files\24x7Help\
c:\Program Files\24x7Help\24x7desk.64.dll
c:\Program Files\24x7Help\24x7desk.dll
c:\Program Files\24x7Help\App24x7Help.exe
c:\Program Files\24x7Help\App24x7Hook.dll
c:\Program Files\24x7Help\App24x7Hook.exe
c:\Program Files\24x7Help\App24x7Svc.exe
c:\Program Files\24x7Help\unins000.dat
c:\Program Files\24x7Help\unins000.exe
c:\Program Files\24x7Help\unins000.msg
c:\Program Files\24x7Help\Update\

File Location Notes:

%CommonDesktop% means that the file is located directly in the Desktop folder for the All Users profile. This is c:\Documents and Settings\All Users\Desktop in Windows 2000/XP, and C:\Users\Public\Desktop in Windows Vista, Windows 7, and Windows 8.

%AppData% refers to the current users Application Data folder. By default, this is C:\Documents and Settings\<Current User>\Application Data for Windows 2000/XP. For Windows Vista and Windows 7 it is C:\Users\<Current User>\AppData\Roaming.

%CommonStartMenu% refers to the Windows Start Menu for All Users. Any programs or files located in the All Users Start menu will appear in the Start Menu for all user accounts on the computer. For Windows XP, Vista, NT, 2000 and 2003 it refers to C:\Documents and Settings\All Users\Start Menu\, and for Windows Vista, Windows 7, and Windows 8 it is C:\ProgramData\Microsoft\Windows\Start Menu\.

 

Associated 24x7 Help Adware Windows Registry Information:

HKEY_CURRENT_USER\Software\24x7HELP
HKEY_CLASSES_ROOT\CLSID\{865D7100-82C7-42F4-9C06-860DEC0871B2}
HKEY_LOCAL_MACHINE\SOFTWARE\24x7HELP
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{A957F04C-49F4-4375-8C8A-D04B769EFE47}_is1
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\24x7HelpSvc
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run "24x7HELP" = ""C:\Program Files\24x7Help\App24x7Help.exe" /STARTUP"

 


 

This is a self-help guide. Use at your own risk.

BleepingComputer.com can not be held responsible for problems that may occur by using this information. If you would like help with any of these fixes, you can ask for malware removal assistance in our Virus, Trojan, Spyware, and Malware Removal Logs forum.

If you have any questions about this self-help guide then please post those questions in our Am I infected? What do I do? and someone will help you.


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