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Unable to update antivirus software

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8 replies to this topic

#1 Falk25


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Posted 14 June 2009 - 06:21 AM

Greetings to all. I have heard great things about the analysts on this forum being able to help people solve problems they are having with their computers, so I have no doubt mine will be resolved.
I am using Windows Vista and lately I have noticed that I can no longer update my antivirus software. Every time the program informs me that there is an update I click on the OK button and my browser opens up to the page where the update can be found. Unfortunately now it simply takes me to a page that IE says doesn't exist. "Internet Explorer cannot display the webpage". Also when I go to the home page of my antivirus software most if not all of the images refuse to display. All these things makes me think I have some sort of bug or malware that will need to be removed from my computer in order to let me properly update my antivius software.
Thanks in advance for the help you provide.

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#2 MalwareMutilator


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Posted 14 June 2009 - 08:20 AM

Hello Falk25,
My name is MalwareMutilator (MM for short). Welcome to Bleeping Computer. :flowers:

Let's see if we can get a better handle on what's happened to your computer. Please proceed as follows:

Step #1

Download and run MBAM:

Because some types of malware can be easily removed, I recommend Malwarebytes Anti-Malware be run. MBAM is an advanced piece of software which may possibly resolve a number of the issues on your machine. It's important to let me know, however, if you experience any trouble accessing the site, downloading from it, or actually opening the program to run. Some rootkits specifically target MBAM, thus, the inability to run the program may possibly indicate a more serious problem.

Please download Malwarebytes Anti-Malware (v1.37) 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.
  • Please save the contents of that report as it will needed with your next reply. Now, 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.

Step #2

Before continuing with the next step, you should print out these instructions or copy them to a NotePad file so they will be accessible. Some steps will require you to disconnect from the Internet or use Safe Mode and you will not have access to this page.
  • Please download Dr.Web CureIt and save it to your desktop. DO NOT perform a scan yet.

    alternate download link

    Note: The file will be randomly named (i.e. 5mkuvc4z.exe).

  • 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".
Scan with Dr.Web CureIt:

NOTE: This scan may take several hours to complete. Please perform the scan allowing for the time.
  • Double-click on the randomly named file to open the program and click Start. (There is no need to update if you just downloaded the most current version).
  • Read the Virus check by DrWeb scanner prompt and click Ok where asked to Start scan now? Allow the setup.exe to load if asked by any of your security programs.
  • The Express scan will automatically begin.
    (This is a short scan of files currently running in memory, boot sectors, and targeted folders).
  • If prompted to dowload the Full version Free Trial, ignore and click the X to close the window.
  • If an infected object is found, you will be prompted to move anything that cannot be cured. Click Yes to All. (This will move any detected files to the C:\Documents and Settings\userprofile\DoctorWeb\Quarantine folder if they can't be cured)
  • After the Express Scan is finished, put a check next to Complete scan to scan all local disks and removable media.
  • In the top menu, click Settings > Change settings, and uncheck "Heuristic analysis" under the "Scanning" tab, then click Apply, Ok.
  • Back at the main window, click the green arrow "Start Scanning" button on the right under the Dr.Web logo.
  • Please be patient as this scan could take a long time to complete.
  • When the scan has finished, a message will be displayed at the bottom indicating if any viruses were found.
  • Click Select All, then choose Cure > Move incurable.
  • In the top menu, click file and choose save report list.
  • Save the DrWeb.csv report to your desktop.
  • Exit Dr.Web Cureit when done.
  • Important! Reboot your computer because it could be possible that files in use will be moved/deleted during reboot.
  • After reboot, post the contents of the logs from Dr.Web, and from MBAM in your next reply. (You can use Notepad to open the DrWeb.cvs report)
After reviewing your logs I will furnish you with additional instructions. :thumbsup:



Edited by MalwareMutilator, 14 June 2009 - 08:24 AM.

#3 Falk25

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Posted 15 June 2009 - 08:43 PM

Thanks for helping. I followed your step by step instructions and will post the MBAM and Dr. Web logs below. Only one thing you requested of me I could not do. After the Dr. Web scan finished, and found viruses, I could not click on Select All because the button was greyed out.

Malwarebytes' Anti-Malware 1.37
Database version: 2202
Windows 6.0.6001 Service Pack 1

6/15/2009 7:20:06 AM
mbam-log-2009-06-15 (07-20-06).txt

Scan type: Quick Scan
Objects scanned: 79068
Time elapsed: 3 minute(s), 40 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 0
Registry Values Infected: 0
Registry Data Items Infected: 3
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:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{fd094a14-ab1d-42c4-83eb-d71713ee434d}\NameServer (Trojan.DNSChanger) -> Data:, -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\Tcpip\Parameters\Interfaces\{fd094a14-ab1d-42c4-83eb-d71713ee434d}\NameServer (Trojan.DNSChanger) -> Data:, -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Services\Tcpip\Parameters\Interfaces\{fd094a14-ab1d-42c4-83eb-d71713ee434d}\NameServer (Trojan.DNSChanger) -> Data:, -> Quarantined and deleted successfully.

Folders Infected:
(No malicious items detected)

Files Infected:
(No malicious items detected)

f_00bc37\data012;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Google\Chrome\User Data\Default\Cache\f_00bc37;Adware.Coupons.34;;
f_00bc37\data013;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Google\Chrome\User Data\Default\Cache\f_00bc37;Adware.Coupons.34;;
f_00bc37\data015;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Google\Chrome\User Data\Default\Cache\f_00bc37;Adware.Coupons.34;;
f_00bc37\data016;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Google\Chrome\User Data\Default\Cache\f_00bc37;Adware.Coupons.34;;
f_00bc37;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Google\Chrome\User Data\Default\Cache;Container contains infected objects;Moved.;
390F8863d01\data012;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Mozilla\Firefox\Profiles\0oqxhvkd.default\Cache\39;Adware.Coupons.34;;
390F8863d01\data013;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Mozilla\Firefox\Profiles\0oqxhvkd.default\Cache\39;Adware.Coupons.34;;
390F8863d01\data015;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Mozilla\Firefox\Profiles\0oqxhvkd.default\Cache\39;Adware.Coupons.34;;
390F8863d01\data016;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Mozilla\Firefox\Profiles\0oqxhvkd.default\Cache\39;Adware.Coupons.34;;
390F8863d01;F:\Seagate Backup\OWNER-D1F303F77\History\Level2\C\Users\Owner\AppData\Local\Mozilla\Firefox\Profiles\0oqxhvkd.default\Cache;Container contains infected objects;Moved.;

#4 MalwareMutilator


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Posted 16 June 2009 - 10:12 AM

Hello Falk25, :flowers:

Your MBAM log indicates that you were infected with a DNS Changer. That infection could easily explain why you were being directed to non-existent pages, but it also appears that MBAM corrected the issue. In light of that, are you now able to update your programs?

Let's run another scanner to see what it uncovers. Please proceed as follows:

Please download and scan with SUPERAntiSpyware Free
  • Double-click SUPERAntiSypware.exe and use the default settings for installation.
  • An icon will be created on your desktop. Double-click that icon to launch the program.
  • If it will not start, go to Start > All Prgrams > SUPERAntiSpyware and click on Alternate Start.
  • If asked to update the program definitions, click "Yes". If not, update the definitions before scanning by selecting "Check for Updates". (If you encounter any problems while downloading the updates, manually download them from here. Double-click on the hyperlink for Download Installer and save SASDEFINITIONS.EXE to your desktop. Then double-click on SASDEFINITIONS.EXE to install the definitions.)
  • In the Main Menu, click the Preferences... button.
  • Click the "General and Startup" tab, and under Start-up Options, make sure "Start SUPERAntiSpyware when Windows starts" box is unchecked.
  • Click the "Scanning Control" tab, and under Scanner Options, make sure the following are checked (leave all others unchecked):
    • Close browsers before scanning.
    • Scan for tracking cookies.
    • Terminate memory threats before quarantining.
  • Click the "Close" button to leave the control center screen and exit the program.
  • Do not run a scan just yet.
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".

Scan with SUPERAntiSpyware as follows:
  • Launch the program and back on the main screen, under "Scan for Harmful Software" click Scan your computer.
  • On the left, make sure you check C:\Fixed Drive.
  • On the right, under "Complete Scan", choose Perform Complete Scan and click "Next".
  • After the scan is complete, a Scan Summary box will appear with potentially harmful items that were detected. Click "OK".
  • Make sure everything has a checkmark next to it and click "Next".
  • A notification will appear that "Quarantine and Removal is Complete". Click "OK" and then click the "Finish" button to return to the main menu.
  • If asked if you want to reboot, click "Yes" and reboot normally.
  • To retrieve the removal information after reboot, launch SUPERAntispyware again.
    • Click Preferences, then click the Statistics/Logs tab.
    • Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.
    • If there are several logs, click the current dated log and press View log. A text file will open in your default text editor.
    • Please copy and paste the Scan Log results in your next reply.
  • Click Close to exit the program.
After running that scan, please perform a full-scan using MBAM, and then post both logs along with your next reply. :thumbsup:



Edited by MalwareMutilator, 16 June 2009 - 10:16 AM.

#5 Falk25

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Posted 16 June 2009 - 11:37 PM

It seems that I am able to update software with no problems now. I'll let you be the final judge if my computer is clean after you check the two logs that follow.

SUPERAntiSpyware Scan Log

Generated 06/16/2009 at 10:16 PM

Application Version : 4.26.1004

Core Rules Database Version : 3941
Trace Rules Database Version: 1883

Scan type : Complete Scan
Total Scan Time : 01:38:38

Memory items scanned : 272
Memory threats detected : 0
Registry items scanned : 7865
Registry threats detected : 2
File items scanned : 218477
File threats detected : 73

Adware.Tracking Cookie

Trojan.DNS-Changer (Hi-Jacked DNS)

Malwarebytes' Anti-Malware 1.37
Database version: 2291
Windows 6.0.6001 Service Pack 1

6/17/2009 12:27:53 AM
mbam-log-2009-06-17 (00-27-53).txt

Scan type: Full Scan (C:\|F:\|)
Objects scanned: 299034
Time elapsed: 1 hour(s), 26 minute(s), 7 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: 1

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:
f:\seagate backup\owner-d1f303f77\History\Level2\C\Users\Owner\Desktop\Avenger\avenger.exe (Trojan.Agent) -> Quarantined and deleted successfully.

#6 MalwareMutilator


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Posted 17 June 2009 - 10:57 AM

Hello again Falk25, :trumpet:

Those logs look much better. :flowers:
  • At this point, and if you are no longer experiencing obvious problems or signs of infection, you should create a New Restore Point to prevent possible reinfection from an old one.

  • Some of the malware you picked up could have possibly been backed up, renamed, and saved in System Restore. Since that is a protected directory, your tools cannot access it to delete those files, and they can sometimes reinfect your system if you accidentally use an old restore point.

  • Setting a new restore point AFTER cleaning your system will help prevent this, and it will enable your computer to "roll-back" to a clean working state if needed.

  • Because you are running Vista, you should refer to the links below to guide you:
Create a New Restore Point in Vista and Disk Cleanup in Vista.

So, Falk25, your computer now appears to be clean. If you are no longer experiencing difficulties, please reply to this thread stating so and I will have the topic closed.

Glad I was able to help! :thumbsup:


#7 Falk25

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Posted 17 June 2009 - 04:27 PM

I created a system restore point and deleted all others because of the possibility of reintroducing the malware back on my computer. As far as I can tell my PC is running fine. No difficulty in accessing sites or download locations to update programs on my computer. I'd like to thank you for your help in cleaning up my computer and if the need arises (hopefully not) to seek help in cleaning up my computer for some reason, I will not hesitate to come back to this site. Thanks!!!

#8 MalwareMutilator


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Posted 17 June 2009 - 09:31 PM

My pleasure Falk25,

Iíll have the topic closed. :thumbsup:


#9 harrythook


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Posted 20 June 2009 - 05:36 AM

As this issue seems to be resolved, this thread will now be closed.
If you need this topic reopened, please contact a member of the HJT Team and we will reopen it for you.
Include the address of this thread in your request.
For all others, if you have a similar issue please start a new topic.

Thanks for asking in BleepingComputer.com

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