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Norton Cannot remove these viruses


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#1 Younube

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Posted 04 February 2009 - 04:47 PM

Hello
currently Norton 360 has found a few viruses. Since its 100% usless and claims it cannot remove them on it own, i decided it would be best to just find the file that Norton said was a virus and delete it.

(BTW the virus is Trojan.Brisv.A!inf, just incase someone knows how to remove it)
I have downloaded tools on Nortons sites and followed steps suggested to remove these viruses, but they dont work :S.

Also

One virus is located in C:\ProgramData\Symantec\SRTSP\srtETmp folder. I follow the path but when i try and open that folder i get a message saying "You currently do not have permission to access this folder. Click continue to gain access with this folder." so i click the continue button, which has that little administrative shield sign beside it.
The User Account Control pop up comes and i hit continue to give myself access
Right after i get another message saying "You have been denied permission to access this folder. To gain access, use the security tab.

I would really appreciate some help as my computer was "owned" by a virus not even a month ago and i had to reformat.

Lastly, would manually deleting these completely remove the viruses?

Edited by Younube, 04 February 2009 - 05:11 PM.


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#2 boopme

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Posted 04 February 2009 - 05:11 PM

Hello and welcome please run these next. .Next run ATF:

Please download ATF Cleaner by Atribune & save it to your desktop.
  • Double-click ATF-Cleaner.exe to run the program.
  • Under Main "Select Files to Delete" choose: Select All.
  • Click the Empty Selected button.
  • If you use Firefox browser click Firefox at the top and choose: Select All
  • Click the Empty Selected button.
    If you would like to keep your saved passwords, please click No at the prompt.
  • If you use Opera browser click Opera at the top and choose: Select All
  • Click the Empty Selected button.
    If you would like to keep your saved passwords, please click No at the prompt.
  • Click Exit on the Main menu to close the program.
Note: On Vista, "Windows Temp" is disabled. To empty "Windows Temp" ATF-Cleaner must be "Run as an Administrator".


Next run MBAM:
Please download Malwarebytes Anti-Malware (v1.32) and save it to your desktop.
alternate download link 1
alternate download link 2
If you have a previous version of MBAM, remove it via Add/Remove Programs and download a fresh copy.
  • 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 updates, manually download them from here and just double-click on mbam-rules.exe to install. Alternatively, you can update through MBAM's interface from a clean computer, copy the definitions (rules.ref) located in C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware from that system to a usb stick or CD and then copy it to the infected machine.
On the Scanner tab:
  • Make sure the "Perform Quick 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 and exit MBAM.
Note: If MBAM encounters a file that is difficult to remove, you may be asked to reboot your computer so it can proceed with the disinfection process. Regardless if prompted to restart the computer or not, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware. 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 after scanning with MBAM. Please temporarily disable such programs or permit them to allow the changes.
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#3 Michael York

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Posted 04 February 2009 - 07:57 PM

Hello
currently Norton 360 has found a few viruses. Since its 100% usless and claims it cannot remove them on it own, i decided it would be best to just find the file that Norton said was a virus and delete it.

(BTW the virus is Trojan.Brisv.A!inf, just incase someone knows how to remove it)
I have downloaded tools on Nortons sites and followed steps suggested to remove these viruses, but they dont work :S.

Also

One virus is located in C:\ProgramData\Symantec\SRTSP\srtETmp folder. I follow the path but when i try and open that folder i get a message saying "You currently do not have permission to access this folder. Click continue to gain access with this folder." so i click the continue button, which has that little administrative shield sign beside it.
The User Account Control pop up comes and i hit continue to give myself access
Right after i get another message saying "You have been denied permission to access this folder. To gain access, use the security tab.

I would really appreciate some help as my computer was "owned" by a virus not even a month ago and i had to reformat.

Lastly, would manually deleting these completely remove the viruses?


Hi Younube,

This is Mike from the Norton Authorized Support Team.

Make sure that Norton 360 2.0 is set for Automatic Updates, so that you always receive the most current product and definition updates. You should also schedule a "Comprehensive System Scan" on a weekly basis for maximum protection.

Symantec has developed a removal tool for the Trojan.Brisv.A!inf infection.

Please carefully follow the information in the link below for instructions on downloading the tool, turning off system restore and other information related to this infection.

Symantec Removal Tool for Trojan.Brisv.A!inf

If by chance Norton 360 still finds remnants of this infection, please follow the steps in the following document.

Instructions to manually remove Trojan.Brisv.A!inf

Let me know if you still have problems removing the infection.

Thank you,
Mike





Edited by Michael York, 04 February 2009 - 08:00 PM.

Michael York
Norton Authorized Support Team
Symantec Corporation
http://service.symantec.com/priority

#4 Midinut

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Posted 05 February 2009 - 11:40 AM

Mike

While you are about it, I have NIS2009 installed and fully updated. It did not pick up the trojan WinNT/Alureon.C or Seneka Rootkit. I am also very disappointed with NIS - I have been a loyal paying user for the past 5 or 6 years. What gives?




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