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c0000021a Fatal System Error


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#1 Minty1

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Posted 04 January 2011 - 01:54 AM

I have a Sony Vaio Desktop with Windows XP Professional and using a wireless USB for internet. It got an Antivirus 2011 type problem, a false "Resident Shield" alert and Google redirect problem, all which started at the same time. I think it (they) may have come from a PDF I downloaded.

I tried to troubleshoot on my own with Malwarebytes, which found trojan.dropper and 2 registry errors I think. When I tried to shutdown and restart it would restart like it had been in hibernation. My USB ports were not working so I used the hosts fix found on this site.

After many failed tries in regular and Safe Mode, it would shut down and restart the same way. I ended up trying to restart from last known good configuration in order to follow the directions here and post logs to this forum, but now the Fatal System Error.

I'm worried it's hacked because it doesn't seem to reboot correctly and the remote desktop was checked and I did uncheck it, but it really worries me because I don't think I had it active before.

Also, I tried to install Microsoft's Hive Recovery, but it said it was blocked by the Administrator. I was using the administrator account and checked the settings and it shouldn't have been blocked. I think my computer has been taken over :o


If anyone can help I would be so thankful!

Minty1

Edited by Minty1, 04 January 2011 - 02:10 AM.


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#2 boopme

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Posted 04 January 2011 - 10:32 PM

Hello. If you are able to boot to the desktop and you get this error message while working on a particular application I would recommend a system restore.

How to restore Windows XP to a previous state
http://support.microsoft.com/kb/306084

Reboot into Safe Mode with Networking
How to enter safe mode(XP/Vista)
Using the F8 Method
Restart your computer.
When the machine first starts again it will generally list some equipment that is installed in your machine, amount of memory, hard drives installed etc. At this point you should gently tap the F8 key repeatedly until you are presented with a Windows XP Advanced Options menu.
Select the option for Safe Mode with Networking using the arrow keys.
Then press enter on your keyboard to boot into Safe Mode
.


>>>> Download this file and doubleclick on it to run it. Allow the information to be merged with the registry.

RKill....

Download and Run RKill
  • Please download RKill by Grinler from one of the 4 links below and save it to your desktop.

    Link 1
    Link 2
    Link 3
    Link 4

  • Before we begin, you should disable your anti-malware softwares you have installed so they do not interfere RKill running as some anti-malware softwares detect RKill as malicious. Please refer to this page if you are not sure how.
  • Double-click on Rkill on your desktop to run it. (If you are using Windows Vista, please right-click on it and select Run As Administrator)
  • A black screen will appear and then disappear. Please do not worry, that is normal. This means that the tool has been successfully executed.
  • If nothing happens or if the tool does not run, please let me know in your next reply

Do not reboot your computer after running rkill as the malware programs will start again. Or if rebooting is required run it again.


If you continue having problems running rkill.com, you can download iExplore.exe or eXplorer.exe, which are renamed copies of rkill.com, and try them instead.



Next run Superantisypware (SAS):

Download and scan with SUPERAntiSpyware Free for Home Users
  • Double-click SUPERAntiSpyware.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 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 Scanning Control tab.
  • 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.
  • 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.
  • Click "Next" to start the scan. Please be patient while it scans your computer.
  • 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".
  • 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.
If you have a problem downloading, installing or getting SAS to run, try downloading and using the SUPERAntiSpyware Portable Scanner instead. Save the randomly named file (i.e. SAS_1710895.COM) to a usb drive or CD and transfer to the infected computer. Then double-click on it to launch and scan. The file is randomly named to help keep malware from blocking the scanner.


Rerun MBAM (MalwareBytes) like this:

Open MBAM in normal mode and click Update tab, select Check for Updates,when done
click Scanner tab,select Quick scan and scan (normal mode).
After scan click Remove Selected, Post new scan log and Reboot into normal mode.

Please ask any needed questions,post logs and Let us know how the PC is running now.
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

#3 Minty1

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Posted 05 January 2011 - 09:06 PM

Thanks for your reply and help.

When I start up the computer and press F8, I can select the restart in safe mode option, then it loops twice through the Vaio screen, some blank screens and then the Windows screen with the loading bar and two single beeps. Then it ends with the STOP: c000021a.

I'm waiting for your next recommendation.

#4 boopme

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Posted 05 January 2011 - 09:32 PM

Ok .I am going to research this error a bit. Let's run those 2 in Normal mode for now and see if somethings shows.
How opposed are you to changeing your AVG to another?

I have coied our quietman7's comments on this for you....

I have been disappointed with AVG ever since they made a decision in April 2010 to partner with LimeWire and promote the use of peer-to-peer (P2P) file sharing, a security risk which can make your system susceptible to a smörgåsbord of malware infections, remote attacks, and exposure of personal information.

With the release of AVG 2011, there have been numerous complaints about issues and conflicts with other security tools like Malwarebytes' Anti-Malware. Unlike previous versions, AVG 2011 cannot be effectively disabled to prevent it from interfering with other security tools...after restarting the computer, AVG re-enables all protections. Read these related discussions:

There have been reports of issues with the computer starting properly on 64-bit Windows sytems for which AVG has had to release these fix instructions.

There have also been reported problems with computers after using new features like PC Analyzer and PC Tuneup which purport to fix registry errors in order to make the system more stable and various optimizing tools which can make changes to system settings.

I do not recommend the routine use of registry cleaners/optimizers as they are extremely powerful applications that can damage the Windows registry by using aggressive cleaning routines and cause your computer to become unbootable. Using registry cleaning tools unnecessarily or incorrectly could lead to disastrous effects on your operating system such as preventing it from booting properly. For routine use, the benefits to your computer are negligible while the potential risks are great.

Even MajorGeeks, a popular download hosting site has issued a Statement on AVG Free 2011 and recommends using other free alternatives.

For these reasons, I no longer recommend AVG as a free alternative.



EDIT: Let's see if it is the malware first..

This occurs when Windows switches into kernel mode and a user-mode subsystem, such as Winlogon or the Client Server Runtime Subsystem (CSRSS), is compromised. Security can no longer be guaranteed. Because Win XP can’t run without Winlogon or CSRSS, this is one of the few situations where the failure of a user-mode service can cause the system to stop responding. This Stop message also can occur as a result of malware infestation or when the computer is restarted after a system administrator has modified permissions so that the SYSTEM account no longer has adequate permissions to access system files and folders.


Edited by boopme, 05 January 2011 - 10:10 PM.

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

#5 Minty1

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Posted 05 January 2011 - 11:02 PM

Thanks, I'm not opposed at all to giving up AVG. I wonder if that was part org too problem, I still have the old version on that computer. I had the paid version of AVG, maybe that's why. My laptop had updated to the 2011 but this one never did.

I tried to start in last known good configuration and to start windows normally, but same results.

Should I try the AVG fix even though I have XP with the older AVG?

#6 boopme

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Posted 05 January 2011 - 11:17 PM

Hello Minty, I would use AppRemover ..Tutorial if needed to remove that then install either AntiVir or Avast. I use AntiVir. you can get the free app here and then buy it if you want to. I use the free for three years now.( Yes you get a nag screen once a day to buy) http://www.bleepingcomputer.com/forums/topic366982.html
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

#7 Minty1

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Posted 05 January 2011 - 11:32 PM

I will be switching for sure. Thanks for the recommendations too. How do I use the AppRemover from the blue screen start Sorry my question mark key isn't working on this laptop. I will do that on this computer right away though. Thank you! Love your signature quote by the way.

#8 boopme

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Posted 06 January 2011 - 12:06 AM

Thank you on the sig,it appears the ears are getting bigger now. I did not realise you had the Blue screen start. You will nee to do a Repair install first.
See http://www.michaelstevenstech.com/XPrepairinstall.htm. Scroll to XP Repair install.

I have to leave now.

Edited by boopme, 06 January 2011 - 12:06 AM.

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

#9 Minty1

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Posted 06 January 2011 - 04:53 PM

Ok, finished repair install. Computer restarted. Yay! What next
I turned on the windows firewall and unhooked my wireless usb adapter.

A box showing 2 computers came up saying: Status

The feature you are trying to use is on a network resource that is unavailable.
Click OK to try again, or enter an alternate path to a folder containing the installation package 'status.msi' in the box below.

Also, a box came up from AVG saying AVG License Error.

I left both boxes open and will await your next instructions.

UPDATE: now another box came up saying:

Status
C:\DOCUME~1\A***\LOCALS~1\Temp\7zS0B8D\setup\Status\status.msi cannot be found. Verify that you have access to this location and try again. of try to find the installation package 'status.msi' in a folder from which you can install the product Status.

Edited by Minty1, 06 January 2011 - 05:07 PM.


#10 boopme

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Posted 06 January 2011 - 08:54 PM

I am getting a bit of help here.
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

#11 Minty1

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Posted 06 January 2011 - 09:41 PM

Great, thanks

#12 boopme

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Posted 06 January 2011 - 10:18 PM

Ok, we don't want to lose this machine. It appears we still hav e atroublesome infection.

I want to move you,if we can post DDS log.

Please go here....
Preparation Guide ,do steps 6 - 9.

Create a DDS log and post it in the new topic explained in step 9,which is here Virus, Trojan, Spyware, and Malware Removal Logs and not in this topic,thanks.
Skip the GMER step.

Let me know if that went well.
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

#13 Minty1

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Posted 06 January 2011 - 10:57 PM

I tried to use an USB to save the programs downloaded from my other computer but even though the message came up that my software was installed and ready I could not open it. It did not appear in My Computer. I looked in the device manager and it showed up saying it was active. I then tried to restart and the computer would not. I hooked up my wireless, downloaded defogger and dds, ran defogger, said it needed a restart to finish, but would not restart.

Ran dds.scr will post logs now.

Thanks!

Edited by Minty1, 06 January 2011 - 11:34 PM.


#14 boopme

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Posted 07 January 2011 - 12:35 PM

Good job Minty,It'll be a couple days but you will be answered,just very busy.

Now that your log is properly posted, 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 Malware Removal Team member, nor should you continue to ask for help elsewhere. Doing so can result in system changes which may not show it 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 Malware Removal 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 Malware Removal Team members are very 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 Malware Removal 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 HJT Team member is already assisting you and not open the thread to respond.

To avoid confusion, I am closing this topic.
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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