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Anti-Virus Software Ruined Computer!


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#1 Soriya

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Posted 09 February 2009 - 11:29 PM

Hi.

My roommate recently bought an "Eee PC 904HA" and has been loving it. However, she tried to install "Shield Deluxe 2009" and since then everything went downhill. Once installed, everything is really slow, our internet browser won't start. Freezes up every once in awhile. It won't shut down properly.... Just a mess.

We've tried removing the program but it just won't uninstall. Also tried running the XP Support DVD, which also won't work. (Tech support told her to hit ESC while Windows XP starts up, and boot from the USB? But we tried that and Windows just started as normal, no change.)

Can anyone help? :thumbsup:

Edited by Soriya, 09 February 2009 - 11:36 PM.


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#2 boopme

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Posted 10 February 2009 - 12:58 AM

Hello and welcome. I am moving this from the XP to the Am I Infected forum for scans. 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 Soriya

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Posted 11 February 2009 - 01:28 PM

Alrighty, did everything you said. Here is the MBAM report:

Malwarebytes' Anti-Malware 1.33
Database version: 1749
Windows 5.1.2600 Service Pack 3

2/11/2009 12:21:18 PM
mbam-log-2009-02-11 (12-21-18).txt

Scan type: Quick Scan
objects scanned: 51011
Time elapsed: 2 minute(s), 21 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 0
Registry Values Infected: 0
Registry Data Items Infected: 0
Folders Infected: 0
Files Infected: 0

Memory Processes Infected:
(No malicious items detected)

Memory Modules Infected:
(No malicious items detected)

Registry Keys Infected:
(No malicious items detected)

Registry Values Infected:
(No malicious items detected)

Registry Data Items Infected:
(No malicious items detected)

Folders Infected:
(No malicious items detected)

Files Infected:
(No malicious items detected)

#4 DaChew

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Posted 11 February 2009 - 01:41 PM

Download Startup Tracker3.zip and save to your desktop.
  • Unzip (extract) it to a new folder on your C: drive.
  • Open that folder, double-click StartupTracker3.exe and click "Continue" when it opens.
  • Click "View log".
  • Notepad will open displaying the results in startuplog.txt.
  • Save the log to your desktop and click "Exit".
  • Copy/paste the contents of the log in your next reply.

Chewy

No. Try not. Do... or do not. There is no try.

#5 Soriya

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Posted 11 February 2009 - 02:16 PM

Okay here is the log: :thumbsup:

2/11/2009 1:12:24 PM

-- Registry --
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\RunOnce

No Items Found

-- Registry --
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run

RTHDCPL RTHDCPL.EXE
Alcmtr ALCMTR.EXE
IgfxTray C:\WINDOWS\system32\igfxtray.exe
HotKeysCmds C:\WINDOWS\system32\hkcmd.exe
Persistence C:\WINDOWS\system32\igfxpers.exe
ETDWare C:\Program Files\Elantech\ETDCtrl.exe
ETDWareDetect C:\Program Files\Elantech\ETDDect.exe
AsusTray C:\Program Files\EeePC\ACPI\AsTray.exe
AsusACPIServer C:\Program Files\EeePC\ACPI\AsAcpiSvr.exe
AsusEPCMonitor C:\Program Files\EeePC\ACPI\AsEPCMon.exe
Adobe Reader Speed Launcher "C:\Program Files\Adobe\Reader 8.0\Reader\Reader_sl.exe"
egui "C:\Program Files\ESET\ESET NOD32 Antivirus\egui.exe" /hide /waitservice
BDAgent "C:\Program Files\PCSecurityShield\BitDefender 2009\bdagent.exe"
BitDefender Antiphishing Helpe"C:\Program Files\PCSecurityShield\BitDefender 2009\IEShow.exe"

-- Registry --
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\RunOnce

No Items Found

-- Start Menu - Current User --
No Items Found

-- Start Menu - All Users --
SuperHybridEngine.lnk

-- Disabled Items --
Reader_sl
MsnMsgr
Skype

-- Registry - Shell Value - HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon --
Explorer.exe

-- Running Processes --
System Idle Process
System
smss.exe \SystemRoot\System32\smss.exe
csrss.exe
winlogon.exe winlogon.exe
services.exe C:\WINDOWS\system32\services.exe
lsass.exe C:\WINDOWS\system32\lsass.exe
svchost.exe C:\WINDOWS\system32\svchost -k DcomLaunch
svchost.exe
svchost.exe C:\WINDOWS\system32\svchost.exe -k netsvcs
svchost.exe
svchost.exe
explorer.exe C:\WINDOWS\Explorer.EXE
wmiprvse.exe
StartupTracker3.exe "C:\Documents and Settings\Administrator.CATHY\Desktop\StartupTracker3\StartupTracker3.exe"

-- Running Services --

Name: CryptSvc
Description: Provides three management services: Catalog Database Service, which confirms the signatures of Windows files; Protected Root Service, which adds and removes Trusted Root Certification Authority certificates from this computer; and Key Service, which helps enroll this computer for certificates. If this service is stopped, these management services will not function properly. If this service is disabled, any services that explicitly depend on it will fail to start.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k netsvcs

Name: DcomLaunch
Description: Provides launch functionality for DCOM services.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost -k DcomLaunch

Name: Dhcp
Description: Manages network configuration by registering and updating IP addresses and DNS names.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k netsvcs

Name: Dnscache
Description: Resolves and caches Domain Name System (DNS) names for this computer. If this service is stopped, this computer will not be able to resolve DNS names and locate Active Directory domain controllers. If this service is disabled, any services that explicitly depend on it will fail to start.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k NetworkService

Name: Eventlog
Description: Enables event log messages issued by Windows-based programs and components to be viewed in Event Viewer. This service cannot be stopped.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\services.exe

Name: helpsvc
Description: Enables Help and Support Center to run on this computer. If this service is stopped, Help and Support Center will be unavailable. If this service is disabled, any services that explicitly depend on it will fail to start.
Startup Mode: Auto
Run from: C:\WINDOWS\System32\svchost.exe -k netsvcs

Name: LanmanServer
Description: Supports file, print, and named-pipe sharing over the network for this computer. If this service is stopped, these functions will be unavailable. If this service is disabled, any services that explicitly depend on it will fail to start.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k netsvcs

Name: lanmanworkstation
Description: Creates and maintains client network connections to remote servers. If this service is stopped, these connections will be unavailable. If this service is disabled, any services that explicitly depend on it will fail to start.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k netsvcs

Name: LmHosts
Description: Enables support for NetBIOS over TCP/IP (NetBT) service and NetBIOS name resolution.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k LocalService

Name: Netman
Description: Manages objects in the Network and Dial-Up Connections folder, in which you can view both local area network and remote connections.
Startup Mode: Manual
Run from: C:\WINDOWS\System32\svchost.exe -k netsvcs

Name: PlugPlay
Description: Enables a computer to recognize and adapt to hardware changes with little or no user input. Stopping or disabling this service will result in system instability.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\services.exe

Name: RpcSs
Description: Provides the endpoint mapper and other miscellaneous RPC services.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost -k rpcss

Name: SharedAccess
Description: Provides network address translation, addressing, name resolution and/or intrusion prevention services for a home or small office network.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k netsvcs

Name: srservice
Description: Performs system restore functions. To stop service, turn off System Restore from the System Restore tab in My Computer->Properties
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k netsvcs

Name: TermService
Description: Allows multiple users to be connected interactively to a machine as well as the display of desktops and applications to remote computers. The underpinning of Remote Desktop (including RD for Administrators), Fast User Switching, Remote Assistance, and Terminal Server.
Startup Mode: Manual
Run from: C:\WINDOWS\System32\svchost -k DComLaunch

Name: winmgmt
Description: Provides a common interface and object model to access management information about operating system, devices, applications and services. If this service is stopped, most Windows-based software will not function properly. If this service is disabled, any services that explicitly depend on it will fail to start.
Startup Mode: Auto
Run from: C:\WINDOWS\system32\svchost.exe -k netsvcs

Name: WZCSVC
Description: Provides automatic configuration for the 802.11 adapters
Startup Mode: Auto
Run from: C:\WINDOWS\System32\svchost.exe -k netsvcs

#6 DaChew

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Posted 11 February 2009 - 02:36 PM

This is just a theory or a hunch but I suspect from the symptoms that you have 2 or more seccurity programs overlapping with their protection.
Too much can be as bad or worse as too little. I would test by disabling or uninstalling some.
Chewy

No. Try not. Do... or do not. There is no try.

#7 Soriya

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Posted 11 February 2009 - 02:40 PM

I've tried uninstalling both "Shield Deluxe 2009" and "ESET Nod32" but both get about 3/4 through the process before it stops and freezes up.

#8 DaChew

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Posted 11 February 2009 - 02:41 PM

If the computer is too locked up with these programs struggling you might try safe mode

Reboot your computer in "Safe Mode" using the F8 method. To do this, restart your computer and after hearing your computer beep once during startup (but before the Windows icon appears) press the F8 key repeatedly. A menu will appear with several options. Use the arrow keys to navigate and select the option to run Windows in "Safe Mode".

http://www.computerhope.com/issues/chsafe.htm
Chewy

No. Try not. Do... or do not. There is no try.

#9 boopme

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Posted 11 February 2009 - 02:49 PM

A nother suggestion. Is the icon still active in the system tray, by the clock? if so right click it and select EXIT. That will stop the program. Then it should uninstall.
How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook

#10 Soriya

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Posted 11 February 2009 - 03:03 PM

A nother suggestion. Is the icon still active in the system tray, by the clock? if so right click it and select EXIT. That will stop the program. Then it should uninstall.


Thanks that did it!

Thank you both very much everything is back to normal. :thumbsup:

#11 boopme

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Posted 11 February 2009 - 03:26 PM

You're welcome from both of us :thumbsup:
How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook




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