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google redirect, mcafee disabled - mcafee customer service is awful


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#1 markmoore

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Posted 04 October 2010 - 10:08 AM

this is quite a long story so thanks for reading it.

hi, i need some help with some issues ive been having over the last couple of days. im going to explain everything,some parts may be irrelevant but i dont want to leave anything out.

On the 29th of september whilst on a website java 6 popped up as if to install then disappeared. my mcafee notified me it had removed a trojan ,after that it kept popping up to tell me it had removed a trojan and i continued viewing the site, i pressed stop notifying me presuming it would continue to remove trojans. later i tried to start a game i have, called minecraft, an error popped up saying couldnt start java virtual machine(maybe this isnt that relevant and could be an entirely different problem but it happened after the trojan incident and was working fine before).
i decided to restart hoping all would be well but when i shutdown windows notified me i had updates to install, i said ok. instead of saying "windows is installing update 1 of 5" etc, it just said windows is shutting down and froze. i forced a shutdown by holding the power button and when i restarted my start bar and icons where missing.

i started again in safe mode and tried restoring my pc to earlier that day and restarted again. the icons where not there nor the startbar and task manager was "disabled by my administrator" i went back to safe mode and ran superantispyware which found some horrible things like "disabletaskmanger" some tracking cookies and other things( i have a log which can be provided if necassary) the day after on the 30th i thought everything was back to normal as i checked my internets and ate my breakfast(task manager was back and fine although minecraft.exe still wouldnt start due to java virtual machine fault-relevance unkown) after returning to my computer that night i started up my pc to find my task bar missing and no icons again(task manager was still fine though). i went to safe mode and ran another scan with malwarebytes anti malware and superantivirus, the latter only turning up a few tracking cookies.

On the 1st of october, 2 out of 2 boots of my computer have been successful in that my start bar and icons have appeared as normal. HOWEVER, mcafee realtime scanning is turned off and when i turn it on it goes off again, and if i try to run any sort of scan with it it says cannot complete and that i have to check my internet and stuff. it looks as though something has hold of my mcafee virus software. the second major problem im finding is that when i search in google, particularly when searching for mcafee help, i get redirected to some wierd ,seemingly random, website, upon clicking the links. on one occasion internet explorer popped up on its own with a wierd website.

im at a complete loss, after trying mcafee's virtual technition help and that not working i tried chatting with a helper online. the conversation i had with them was absolutely useless and i might aswell of asked my dog for help.

i would REALLY appreciate any help with getting to the bottom of this.

also im aware this problem seems to be quite common but ive been reluctant to try any fixes ive found on this internet because it seems like the help is tailor made, i have hijack this, combofix, antimalware, superanti spyware but havent used combofix or hijack this yet because i dont know what im doing with them.

thanks for any help or comments! (and thanks for reading this mighty essay)
-mark

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#2 Orange Blossom

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Posted 04 October 2010 - 08:42 PM

Hello,

Please follow the instructions in ==>This Guide<==. If you cannot complete a step, skip it and continue.

Once the proper logs are created, then make a NEW TOPIC and post it ==>HERE<== Please include a description of your computer issues and what you have done to resolve them.

If you can produce at least some of the logs, then please create the new topic and explain what happens when you try to create the log(s) that you couldn't get. If you cannot produce any of the logs, then still post the topic and explain that you followed the Prep. Guide, were unable to create the logs, and describe what happens when you try to create the logs.

Orange Blossom :thumbsup:
Help us help you. If HelpBot replies, you MUST follow step 1 in its reply so we know you need help.

Orange Blossom

An ounce of prevention is worth a pound of cure

SpywareBlaster, WinPatrol Plus, ESET Smart Security, Malwarebytes' Anti-Malware, NoScript Firefox ext., Norton noscript

#3 markmoore

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Posted 08 October 2010 - 11:05 AM

thanks for getting back to me!

its taken me a while to run the scans but they can be found here

thanks again.

-mark

#4 Orange Blossom

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Posted 12 October 2010 - 02:40 PM

Hello,

Now for the hard and frustrating part: waiting. (I would have posted this reply sooner a few days ago, however, I got a face full of gasoline the night you posted your new topic).

Now that you have posted a log, you should NOT make further changes to your computer (install/uninstall programs, use special fix tools, delete files, edit the registry, etc) unless advised by a MRT Team member, nor should you ask for help elsewhere. Doing so can result in system changes which may not show in the log you already posted. Further, any modifications you make on your own may cause confusion for the helper assisting you and could complicate the malware removal process which would extend the time it takes to clean your computer.

From this point on the MRT Team should be the only members that you take advice from, until they have verified your log as clean.

Please be patient. It may take a while to get a response because the MRT Team members are EXTREMELY busy working logs posted before yours. They are volunteers who will help you out as soon as possible. Once you have made your post and are waiting, please DO NOT make another reply until it has been responded to by a member of the MRT Team. Generally the staff checks the forum for postings that have 0 replies as this makes it easier for them to identify those who have not been helped. If you post another response there will be 1 reply. A team member, looking for a new log to work may assume another MRT Team member is already assisting you and not open the thread to respond.

Please be patient. It may take a few more days to get a response but your log will be reviewed and answered as soon as possible. I advise checking your topic once a day for responses as the e-mail notification system is unreliable.

To avoid confusion, I am closing this topic. Good luck with your log.

Orange Blossom :thumbsup:
Help us help you. If HelpBot replies, you MUST follow step 1 in its reply so we know you need help.

Orange Blossom

An ounce of prevention is worth a pound of cure

SpywareBlaster, WinPatrol Plus, ESET Smart Security, Malwarebytes' Anti-Malware, NoScript Firefox ext., Norton noscript




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