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Computer keeps shutting down


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14 replies to this topic

#1 ibleedpurple

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Posted 06 February 2011 - 04:12 PM

Hi! My name is Andrea and I have a small Acer netbook. I hope that I am in the right place and doing this correctly! My computer has been running slow for several weeks now. It also may never start up. If I turn the computer on it will sit on the screen loading the desktop virtually forever and never fully start up. I will have to manually turn it off and try again until it turns on. I cannot turn off my computer any other way than by manually hitting the off key, unless it re-starts on it's own and even then it won't always boot back up. I have been getting two consistent messages now before it will start to shut down. The first is a box saying "Generic Host Process for Win 32" it says in the box that Win32 services has encountered a problem and needs to shut down. Then a second box comes up with a 60 second countdown says "This system shut down is initiated by NT Authority System" and inside the box it states "Windows must now restart b/c DCOM server process launcher terminated unexpectedly" I hope this is enough info, let me know if I can find anything else! I will now attach the dds and gmer logs. I couldn't get the computer to stay on long enough to run a full gmer, so I have two partially completed ones. Thanks!!

Attached Files


Edited by ibleedpurple, 06 February 2011 - 04:16 PM.


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#2 etavares

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Posted 10 February 2011 - 06:26 PM

Hello and welcome to Bleeping Computer

We apologize for the delay in responding to your request for help. Here at Bleeping Computer we get overwhelmed at times, and we are trying our best to keep up. Please note that your topic was not intentionally overlooked. Our mission is to help everyone in need, but sometimes it takes just a little longer to get to every request for help. No one is ignored here.

If you have since resolved the original problem you were having, we would appreciate you letting us know. If not please perform the following steps below so we can have a look at the current condition of your machine.

If you have not done so, include a clear description of the problems you're having, along with any steps you may have performed so far.

Please refrain from running tools or applying updates other than those we suggest while we are cleaning up your computer. The reason for this is so we know what is going on with the machine at any time. Some programs can interfere with others and hamper the recovery process. Please also continue to work with me until I give you the all clear. Even if your computer appears to act better, you may still be infected.

Even if you have already provided information about your PC, we need a new log to see what has changed since you originally posted your problem.

Once we start working together, please reply back within 3 days or this thread may be closed so we can help others who are waiting.

We need to create an OTL report,
  • Please download OTL from this link.
  • Save it to your desktop.
  • Double click on the Posted Image icon on your desktop.
  • Click the "Scan All Users" checkbox.
  • Under the Custom Scan box paste this in:

    netsvcs
    msconfig
    drivers32 /all
    %systemroot%\system32\*.dll /lockedfiles
    %systemroot%\system32\*.sys /90
    %systemroot%\Tasks\*.job /lockedfiles
    %systemroot%\System32\config\*.sav
    %SYSTEMDRIVE%\*.*
    %systemroot%\system32\Spool\prtprocs\w32x86\*.dll
    %systemroot%\*. /mp /s
    HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate\AU
    CREATERESTOREPOINT

  • Click the Quick Scan button.
  • The scan should take a few minutes.
  • Please copy and paste both logs in your reply.

We also need a new log from the GMER anti-rootkit scanner. Please first disable any CD emulation programs using the steps found in this topic:

Why we request you disable CD Emulation when receiving Malware Removal Advice

Then create another GMER log and post it as an attachment to the reply where you post your new OTL log. Instructions on how to properly create a GMER log can be found here:

How to create a GMER log


In your reply, please post both OTL logs and the GMER log.


If I don't respond within 2 days, please feel free to PM me.
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#3 ibleedpurple

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Posted 12 February 2011 - 03:15 PM

Hi. I tried to run the OTL 3 times and my computer shut down before they ever finished. All three times they ran for over 20 mins and never finished. Here is the gmer log, it too didn't finish but I saved it where I could. i will keep trying. thanks!

Attached Files



#4 etavares

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Posted 13 February 2011 - 07:58 AM

Hello, ibleedpurple.

OK, we'll move on. You definitely have a virus. Here's one trick too. When the shutdown timer starts, go to Start --> Run, type shutdown -a in the box and click OK to abort the shutdown process.


ComboFix will not run until AVG is uninstalled as a protective measure against the anti-virus. This is because AVG "falsely" detects ComboFix (or its embedded files) as a threat and may remove them resulting in the tool not working correctly which in turn can cause "unpredictable results". Since AVG cannot be effectively disabled before running ComboFix, the author recommends you to uninstall AVG first. We can reinstall it when we're done with CF. Please let me know if you do uninstall it.

Next, please download ComboFix from one of these locations:
* IMPORTANT !!! Save ComboFix.exe to your Desktop as etavaresCF.exe
  • Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. (Click on this link to see a list of programs that should be disabled. The list is not all inclusive.)
  • Double click on etavaresCF.exe & follow the prompts.
  • As part of it's process, ComboFix will check to see if the Microsoft Windows Recovery Console is installed. With malware infections being as they are today, it's strongly recommended to have this pre-installed on your machine before doing any malware removal. It will allow you to boot up into a special recovery/repair mode that will allow us to more easily help you should your computer have a problem after an attempted removal of malware.
  • Follow the prompts to allow ComboFix to download and install the Microsoft Windows Recovery Console, and when prompted, agree to the End-User License Agreement to install the Microsoft Windows Recovery Console.
**Please note: If the Microsoft Windows Recovery Console is already installed, ComboFix will continue it's malware removal procedures.


Posted Image
Once the Microsoft Windows Recovery Console is installed using ComboFix, you should see the following message:

Posted Image

Click on Yes, to continue scanning for malware.

When finished, it shall produce a log for you. Please include the C:\ComboFix.txt in your next reply, along with any symptoms that are present after it runs.

Note: After running Combofix, you may receive an error about "illegal operation on a registry key that has been marked for deletion." If you receive this error, please reboot and it should disappear.

etavares


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#5 ibleedpurple

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Posted 13 February 2011 - 03:04 PM

Hi! Thanks for the help! No new symptoms have appeared. I did get the OTL to finish as well as combofix.

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#6 etavares

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Posted 14 February 2011 - 07:04 PM

Hello, ibleedpurple.
It appears you had the TDL rootkit. That is a backdoor rootkit.

Backdoor Warning
One or more of the identified infections is a backdoor trojan.

This allows hackers to remotely control your computer, steal critical system information and download and execute files.

I would counsel you to disconnect this PC from the Internet immediately. If you do any banking or other financial transactions on the PC or if it should contain any other sensitive information, please get to a known clean computer and change all passwords where applicable, and it would be wise to contact those same financial institutions to apprise them of your situation.

Though the trojan has been identified and can be killed, because of it's backdoor functionality, your PC is very likely compromised and there is no way to be sure your computer can ever again be trusted. Many experts in the security community believe that once infected with this type of trojan, the best course of action would be a reformat and reinstall of the OS. Please read these for more information:

How Do I Handle Possible Identify Theft, Internet Fraud and CC Fraud?
When Should I Format, How Should I Reinstall

We can still clean this machine but I can't guarantee that it will be 100% secure afterwards. Let me know what you decide to do. If you do decide to proceed, please continue with the fix below.



Step 1


How is your computer running now? Did the other symptoms disappear?



Step 2

Next, we need to update Java.
Your Java is out of date. Older versions have vulnerabilities that malicious sites can use to exploit and infect your system. Please follow these steps to remove older version Java components and update:
  • Download the latest version of Java Runtime Environment (JRE) Version 23 and save it to your desktop.
  • Scroll down to where it says "JDK 6 Update 23 (JDK or JRE)...allows end-users to run Java applications".
  • Click the "Download JRE" button to the right.
  • Select your Platform: "Windows".
  • Select your Language: "Multi-language".
  • Read the License Agreement, and then check the box that says: "Accept License Agreement".
  • Click Continue and the page will refresh.
  • Click on the link to download Windows Offline Installation and save the file to your desktop.
  • Close any programs you may have running - especially your web browser.
  • Go to Start > Settings > Control Panel, double-click on Add/Remove Programs and remove all older versions of Java.
  • Check (highlight) any item with Java Runtime Environment (JRE or J2SE) or Java™ in the name.
  • Click the Remove or Change/Remove button.
  • Repeat as many times as necessary to remove each Java version(s) shown below:
    Java 6 Update 17
  • Reboot your computer once all Java components are removed.
  • Then from your desktop double-click on jre-6u23-windows-i586-p.exe to install the newest version.




Step 3

Please pull anything out of the recycle bin that you want to save. Part of this fix will empty temp files, and that does include the recycle bin.

We need run an OTL Script
  • Please download OTL from one of the following mirrors if you do not still have it.
  • Save it to your desktop.
  • Double click on the Posted Image icon on your desktop.
  • Paste the following code under the Custom Scans/Fixes box at the bottom.
    :OTL
    IE - HKU\.DEFAULT\..\URLSearchHook: {A3BC75A2-1F87-4686-AA43-5347D756017C} - Reg Error: Key error. File not found
    IE - HKU\S-1-5-18\..\URLSearchHook: {A3BC75A2-1F87-4686-AA43-5347D756017C} - Reg Error: Key error. File not found
    IE - HKU\S-1-5-21-2008529862-2322020850-3885347533-1006\..\URLSearchHook: {0EBBBE48-BAD4-4B4C-8E5A-516ABECAE064} - Reg Error: Key error. File not found
    O2 - BHO: (no name) - {5C255C8A-E604-49b4-9D64-90988571CECB} - No CLSID value found.
    O3 - HKLM\..\Toolbar: (no name) - {CCC7A320-B3CA-4199-B1A6-9F516DD69829} - No CLSID value found.
    O4 - HKU\S-1-5-21-2008529862-2322020850-3885347533-1006..\Run: [imumnfqd]  File not found
    [2010/11/01 15:01:10 | 000,000,036 | ---- | M] ()(C:\WINDOWS\System32\?) -- C:\WINDOWS\System32\?
    [2010/11/01 15:01:10 | 000,000,036 | ---- | C] ()(C:\WINDOWS\System32\?) -- C:\WINDOWS\System32\?
    [2010/05/15 07:57:01 | 000,000,036 | ---- | M] ()(C:\WINDOWS\System32\??) -- C:\WINDOWS\System32\??
    [2010/05/15 07:57:01 | 000,000,036 | ---- | C] ()(C:\WINDOWS\System32\??) -- C:\WINDOWS\System32\??
    [2010/02/28 13:39:01 | 000,000,036 | ---- | M] ()(C:\WINDOWS\System32\?) -- C:\WINDOWS\System32\?
    [2010/02/28 13:39:01 | 000,000,036 | ---- | C] ()(C:\WINDOWS\System32\?) -- C:\WINDOWS\System32\?
    @Alternate Data Stream - 110 bytes -> C:\Documents and Settings\All Users\Application Data\TEMP:798A3728
    @Alternate Data Stream - 104 bytes -> C:\Documents and Settings\All Users\Application Data\TEMP:ADE16379
    :Commands
    [EmptyTemp]
    
    
  • Click the Run Fix button at the top.
  • let the program run unhindered and reboot when it is done.
  • You will get a log when it is done, please post that in your reply.
  • Please then create a new OTL report....
  • Click the "Scan All Users" checkbox.
  • Push the Posted Image button.
  • A report will open, copy and paste it in a reply here.



Step 4

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.



Step 5

I'd like us to scan your machine with ESET OnlineScan
  • Hold down Control and click on the following link to open ESET OnlineScan in a new window.
    ESET OnlineScan
  • Click the Posted Image button.
  • For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)
    • Click on Posted Image to download the ESET Smart Installer. Save it to your desktop.
    • Double click on the Posted Image icon on your desktop.
  • Check Posted Image
  • Click the Posted Image button.
  • Accept any security warnings from your browser.
  • Check Posted Image
  • Push the Start button.
  • ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
  • When the scan completes, push Posted Image
  • Push Posted Image, and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
  • Push the Posted Image button.
  • Push Posted Image

etavares


If I don't respond within 2 days, please feel free to PM me.
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#7 ibleedpurple

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Posted 15 February 2011 - 08:44 PM

Yikes! Thanks for all the info and help! The ESET scan found no threats, so i never got a log. Thanks!

Attached Files


Edited by ibleedpurple, 15 February 2011 - 08:44 PM.


#8 etavares

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Posted 16 February 2011 - 06:33 PM

Hello, ibleedpurple.
How is it running now?



We need run an OTL Script
  • Please download OTL from one of the following mirrors if you do not still have it.
  • Save it to your desktop.
  • Double click on the Posted Image icon on your desktop.
  • Paste the following code under the Custom Scans/Fixes box at the bottom.
    :FILES
    c:\windows\system32\? /U
    
  • Click the Run Fix button at the top.
  • let the program run unhindered and reboot when it is done.
  • You will get a log when it is done, please post that in your reply.
  • Please then create a new OTL report....
  • Click the "Scan All Users" checkbox.
  • Push the Posted Image button.
  • A report will open, copy and paste it in a reply here.

etavares

Edited by etavares, 16 February 2011 - 06:33 PM.


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#9 ibleedpurple

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Posted 16 February 2011 - 09:33 PM

Hi! I haven't done a whole lot with it other than scans, but it appears to be much smoother. It starts up and shuts down quickly, and seems to run a lot faster. It doesn't shutdown anymore either.

Attached Files



#10 etavares

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Posted 17 February 2011 - 06:54 PM

Do you know what these files are? They don't appear to be legitmate.

C:\WINDOWS\System32\췘
C:\WINDOWS\System32\嗐›
C:\WINDOWS\System32\落


If you don't know what they are, please delete them.


If I don't respond within 2 days, please feel free to PM me.
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#11 ibleedpurple

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Posted 17 February 2011 - 07:39 PM

Hi. I went ahead and deleted them as I didn't know what they are.

#12 etavares

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Posted 18 February 2011 - 06:40 PM

Hello, ibleedpurple.
OK, one final question before we clean up. In your first post, it looks like you had AdAware AntiVirus and AVG installed and running. Having two antiviruses is not a good idea. Instead of double-protection, they conflict with each other and slow down yoru system and create false positives. Do you only have one antivirus installed at this point? The OTL logs show that, but I wanted to confirm and explain why having only one is the preferred option.

etavares


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#13 ibleedpurple

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Posted 18 February 2011 - 09:08 PM

Hi. Thanks so much for all your help! Yes, currently I only have AVG installed. I didn't realize that could happen. I only recently added Ad-aware before I came here to see if it would help me and as you could see it didn't. :)

#14 etavares

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Posted 19 February 2011 - 11:10 AM

Hello, ibleedpurple.

OK, great. In that case we can clean up.


Ok, good news. Your log appears clean. Let's clean up our mess. If your computer is running well; please do the steps listed below. At the end, I've also listed a few completely optional things you can do to further secure your computer. Safe surfing!



Step 1



Uninstall ComboFix and Clean Up
Click Start > Run and type combofix /Uninstall click OK (Note the space between combofix and /Uninstall) See below:
Posted Image
Please advise if this step is missed for any reason as it performs some important actions.

Download and Run OTC

We will now remove the tools we used during this fix using OTC.
  • Download OTC by OldTimer and save it to your desktop.
  • If that link doesn't work, try this one.
  • Double click Posted Imageicon to start the program. If you are using Vista, please right-click and choose run as administrator
  • Then Click the big Posted Image button.
  • You will get a prompt saying "Begin Cleanup Process". Please select Yes.
  • Restart your computer when prompted.

If you ran Defogger and disabled your emulator, please don't forget to run it again and reenable it. See the instructions here to do so.


Optional Items

Please take the time to read below to secure your machine and take the necessary steps to keep it that way.


System Still Slow?
You may wish to try StartupLite. Simply download this tool to your desktop and run it. It will explain any optional auto-start programs on your system, and offer the option to stop these programs from starting at startup. This will result in fewer programs running when you boot your system, and should improve preformance. If you are running Windows Vista or Windows 7, please right-click on the icon, and select "Run As Administrator"; otherwise it won't work.
If that does not work, you can try the steps mentioned in Slow Computer/browser? Check Here First; It May Not Be Malware

Protect yourself from malicious sites

The HOSTS file can protect you from connecting to bad sites. See The Hosts File and what it can do for you for more background.

Please download HostMan. It safeguards you with a regularly updated Hosts-file that blocks dangerous sites from opening. This adds another bit of safety while surfing the Internet. For installlation and setting up, follow these steps:
  • Double-click the Downloaded installer and install the tool to a location of your choice
  • Via the Startmenu, navigate to HostsMan and run the program.
    • Click "Hosts" in the menu
    • Click "Manage Updates" in the submenu
    • Out of the three, select atleast one of the three (I have MVPS Host as my main one)
    • Click "Add Update." After that you will only need to click on the following button to retrieve updates:
      Posted Image
  • Click the X to exit the program.
  • Note: If you were using a custom Hosts file you will need to replace any of those entries yourself.


Keep Windows Up to Date
It is important that you visit http://www.windowsupdate.com regularly. This will ensure your computer has always the latest security updates available installed on your computer. If there are new updates to install, install them immediately, reboot your computer, and revisit the site until there are no more critical updates.



Update your AntiVirus Software

It is imperative that you update your Antivirus software at least once a week (Even more if you wish). If you do not update your antivirus software then it will not be able to catch any of the new variants that may come out. If you use a commercial antivirus program you must make sure you keep renewing your subscription. Otherwise, once your subscription runs out, you may not be able to update the programs virus definitions.


Make sure your applications have all of their updates

It is also possible for other programs on your computer to have security vulnerability that can allow malware to infect you. Therefore, it is also a good idea to check for the latest versions of commonly installed applications that are regularly patched to fix vulnerabilities. You can check these by visiting Secunia Software Inspector and Calendar of Updates.

Use a Firewall

I can not stress how important it is that you use a Firewall on your computer. Without a firewall your computer is susceptible to being hacked and taken over. I am very serious about this and see it happen almost every day with my clients. Simply using a Firewall in its default configuration can lower your risk greatly.

For a tutorial on Firewalls and a listing of some available ones see the link below:

Understanding and Using Firewalls

Install an AntiSpyware Program

A highly recommended AntiSpyware program isMalwarebytes Anti-Malware. You can download the free version..

Installing this program will provide spyware & hijacker protection on your computer alongside your virus protection. You should scan your computer with an AntiSpyware program on a regular basis just as you would an antivirus software.


Update all these programs regularly
Make sure you update all your programs regularly. Without regular updates you WILL NOT be protected when new malicious programs are released. You can use Secunia PSI to keep track of necessary updates. It can run in the background and constantly monitor your software; although I just run it once a week manually. It will alert you when an update is available for a variety of software. It is very useful.

Follow this list and your potential for being infected again will reduce dramatically.

Good luck!

etavares


If I don't respond within 2 days, please feel free to PM me.
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#15 etavares

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Posted 24 February 2011 - 06:51 PM

It appears that this issue is resolved, therefore I am closing the topic. If that is not the case and you need or wish to continue with this topic, please send me or any Moderator a Personal Message (PM) that you would like this topic re-opened.


If I don't respond within 2 days, please feel free to PM me.
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