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Norton 360 is turned off and can't access the site


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21 replies to this topic

#1 aizu

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Posted 20 August 2009 - 03:57 PM

Notice this problem when suddenly Norton 360 shows a red X icon and won't respond the normal interface is totally blank and somehow manage to completely remove it, then tried to reinstall it from the site but it just stuck at waiting for the site to respond.

Also when tried using window update it just stops at 0% download.
So far there is no trouble such as slow connection or pc becomes slow.

Edited : OS: Vista Ultimate

Edited by aizu, 20 August 2009 - 04:04 PM.


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#2 DaChew

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Posted 20 August 2009 - 05:52 PM

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 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. 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.
Chewy

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

#3 aizu

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Posted 21 August 2009 - 12:01 AM

Thanks for the help, manage to run windows update and such properly now.

Malwarebytes' Anti-Malware 1.40
Database version: 2667
Windows 6.0.6001 Service Pack 1

2009/08/21 13:36:28
mbam-log-2009-08-21 (13-36-28).txt

Scan type: Full Scan (C:\|E:\|F:\|)
Objects scanned: 310879
Time elapsed: 33 minute(s), 14 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:\Warcraft III\warcraft3 keygen.exe (Trojan.Agent) -> Quarantined and deleted successfully.

Edited by aizu, 21 August 2009 - 03:14 AM.


#4 aizu

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Posted 21 August 2009 - 03:14 AM

Few hours later a blue screen appear saying a driver is not installed properly and went on restarting the pc after dumping memory, upon log in back the firewall and norton is disabled along with the windows defender but manage to turn it back on(windows security related, firewall and defender) and it doesn't appear to disrupt any connection to norton site as last time.Norton is broken again seem it is totally disabled. Currently obtaining the norton recovery file at this point.

#5 DaChew

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Posted 21 August 2009 - 03:28 AM

Please download Sophos Anti-rootkit & save it to your desktop.
alternate download link
Note: If using the vendor's download site you will be asked to register with MySophos so an email containing an activation link can be sent to your email address.

Be sure to print out and read the Sophos Anti-Rookit User Manual and Release Notes.
  • Double-click sar_15_sfx.exe to begin the installation, read the license agreement and click Accept.
  • Allow the default location of C:\Program Files\Sophos\Sophos Anti-Rootkit and click Install.
  • A message will appear "Sophos Anti-Rootkit was successfully installed. Click 'yes' to start it now".
  • Click Yes and allow the driver and its randomly named .tmp file (i.e. F.tmp) to load if asked.
  • If the scan did not start automatically, make sure the following are checked:
    • Running processes
    • Windows Registry
    • Local Hard Drives
  • Click Start scan.
  • Sophos Anti-Rootkit will scan the selected areas and display any suspicious files in the upper panel.
  • When the scan is complete, a pop-up screen will appear with "Rootkit Scan Results". Click OK to continue.
  • Click on the suspicious file to display more information about it in the lower panel which also includes whether the item is recommended for removal.
    • Files tagged as Removable: No are not marked for removal and cannot be removed.
    • Files tagged as Removable: Yes (clean up recommended) are marked for removal by default.
    • Files tagged as Removable: Yes (but clean up not recommended) are not marked for removal because Sophos did not recognize them. These files will require further investigation.
  • Select only items recommended for removal, then click "Clean up checked items". You will be asked to confirm, click Yes.
  • A pop up window will appear advising the cleanup will finish when you restart your computer. Click Restart Now.
  • After reboot, a dialog box displays the files you selected for removal and the action taken.
  • Click Empty list and then click Continue to re-scan your computer a second time to ensure everything was cleaned.
  • When done, go to Start > Run and type or copy/paste: %temp%\sarscan.log
  • This should open the log from the rootkit scan. Please post this log in your next reply. If you have a problem, you can find sarscan.log in C:\Documents and Settings\\Local Settings\Temp\.
Before performing an ARK scan it is recommended to do the following to ensure more accurate results and avoid common issues that may cause false detections.
  • Disconnect from the Internet or physically unplug you Internet cable connection.
  • Clean out your temporary files.
  • Close all open programs, scheduling/updating tasks and background processes that might activate during the scan including the screensaver.
  • Temporarily disable your anti-virus and real-time anti-spyware protection.
  • After starting the scan, do not use the computer until the scan has completed.
  • When finished, re-enable your anti-virus/anti-malware (or reboot) and then you can reconnect to the Internet.

Chewy

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

#6 aizu

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Posted 21 August 2009 - 05:42 AM

Sophos Anti-Rootkit Version 1.5.0 © 2009 Sophos Plc
Started logging on 2009/08/21 at 18:27:25
User "MercuryLampe" on computer "MERCURYLAMPE-PC"
Windows version 6.0 SP 1.0 Service Pack 1 build 6001 SM=0x100 PT=0x1 Win32
Info: Starting process scan.
Info: Starting registry scan.
Info: Starting disk scan of C: (NTFS).
Hidden: file C:\Windows\System32\drivers\sptd.sys
Info: Starting disk scan of E: (NTFS).
Info: Starting disk scan of F: (NTFS).
Stopped logging on 2009/08/21 at 18:43:38

Sophos Anti-Rootkit Version 1.5.0 © 2009 Sophos Plc
Started logging on 2009/08/21 at 18:54:42
User "MercuryLampe" on computer "MERCURYLAMPE-PC"
Windows version 6.0 SP 1.0 Service Pack 1 build 6001 SM=0x100 PT=0x1 Win32
Info: Starting process scan.
Info: Starting registry scan.
Info: Starting disk scan of C: (NTFS).
Hidden: file C:\Windows\System32\drivers\sptd.sys
Info: Starting disk scan of E: (NTFS).
Info: Starting disk scan of F: (NTFS).
Stopped logging on 2009/08/21 at 19:13:05

While clearing the temp folder a file FXSAPIDebugLogFile.txt cant be deleted even after restarting. Since sptd is not recomeded for removable i didnt remove it and do think its a file related to deamon tool.

#7 aizu

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Posted 23 August 2009 - 08:15 AM

Installed spybot and i can't seem to permanently delete a few entries using spybot, it keep showing up the same result thing upon starting up the pc again although it say it has successfully fix the problem.

Double click
Right media
Fast Click
Statcounter

Spybot manage to delete them but it keep showing up after stating the pc again. Scaned using all previous method shows no infection. I set the spybot to scan upon starting window.

#8 DaChew

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Posted 23 August 2009 - 08:24 AM

Let's uninstall spybot, it will cause more harm than good in your case

It's hard enough to clean a computer with Norton's installed

Use safe mode and run a scan with norton's

http://www.malwareremoval.com/tutorials/safemodeboot.php
Chewy

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

#9 DaChew

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Posted 23 August 2009 - 08:28 AM

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".

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.

Chewy

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

#10 aizu

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Posted 23 August 2009 - 09:22 AM

I can't download superantispyware. The site taking too long to respond.

#11 DaChew

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Posted 23 August 2009 - 09:30 AM

It won't download for me either, we will need to ty later
Chewy

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

#12 DaChew

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Posted 23 August 2009 - 09:32 AM

Before we start fixing anything 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 as follows:
  • 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 log from Dr.Web in your next reply. (You can use Notepad to open the DrWeb.cvs report)

Chewy

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

#13 aizu

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Posted 23 August 2009 - 02:28 PM

Process.exe;F:\Softdl\Smitfroud\SmitfraudFix;Tool.Prockill;Incurable.Moved.;
restart.exe;F:\Softdl\Smitfroud\SmitfraudFix;Tool.ShutDown.14;Incurable.Moved.;

Those are the result. Also forgot to mention can't use norton at the moment, it will always crash with the blue screen saying the the driver is broken.

#14 DaChew

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Posted 23 August 2009 - 07:31 PM

SAS seems to be back online
Chewy

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#15 aizu

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Posted 24 August 2009 - 03:29 AM

SUPERAntiSpyware Scan Log
http://www.superantispyware.com

Generated 08/24/2009 at 04:19 PM

Application Version : 4.27.1002

Core Rules Database Version : 4068
Trace Rules Database Version: 2008

Scan type : Complete Scan
Total Scan Time : 00:21:05

Memory items scanned : 300
Memory threats detected : 0
Registry items scanned : 7724
Registry threats detected : 0
File items scanned : 26496
File threats detected : 9

Adware.Tracking Cookie
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@content.yieldmanager[6].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@content.yieldmanager[5].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@ad.yieldmanager[4].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@ad.yieldmanager[3].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@ad.yieldmanager[1].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@ad.yieldmanager[2].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@content.yieldmanager[1].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@content.yieldmanager[3].txt
C:\Users\MercuryLampe\AppData\Roaming\Microsoft\Windows\Cookies\mercurylampe@content.yieldmanager[4].txt

Log from SAS.




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