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#1 Kryptonite

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Posted 01 June 2011 - 06:08 AM

My GF downloaded IE 9 on her Win7 laptop and now there seems to be problems signing into bank and credit card sites.

Chase, after the ordeal I elaborate on below, told me that " there are known issues with IE 9....download firefox.... "
( it's not MY computer. She often allows me to install programs that I think would help her and or her computer. But firefox troubles me almost as much as IE anything. )







When I think about the conversation that I had with internet support at Chase I realized that there are patterns and processes that those CS people use and/or do that IMHO automatically treats everyone who calls in as an idiot. They never ask " what would you say your level of computer understanding is? " and perhaps " can you describe the problem and what you did just before you encountered it and what did you do to resolve it " No, they do not do that because they probably have been told to handle all calls the same way which is to follow a procedure that has one doing many of the things that a bleepingcomputer ( and other tech forum HB ) would probably do before calling. In a way I actually understand why that procedure is used ( "the real idiot" factor ) it exists and effects the time it takes to resolve most if not all issues.....
.....but over time I have found myself getting upset before making the call. In fact just thinking about it has an immediate effect on my BP ( anxiety in the form of blood pressure change ( "change" being a free-floating variable that can "be good" or " be bad " in my case it is not good, so I often delay calling looking elsewhere for resolve.

I asked her at the end of the call: " If Chase 'knows of issues' wouldn't it make sense to immediately if not sooner, notify by email all of your customers that there are glitches or whatever you want to call them but that at the end of the proverbial day it won't work. I wasted hours trying to sign on and going around in circles following the instructions that Chase has put into effect that in ways that " the bad guy " would love to have/see/hear/know...to have it run across his peeping eye's helped by JP Morgan Chase which asks so many vital interest information questions just to get to a live person who then asks you the same questions again and maybe more....these are the roots of my anxiety....

Edited by Kryptonite, 01 June 2011 - 06:09 AM.


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#2 cryptodan

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Posted 01 June 2011 - 06:15 AM

Do you see the icon that looks like a torn page in the URL bar? If so click it, and it will be in Compatibility Mode.

What errors is she getting?

#3 Kryptonite

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Posted 02 June 2011 - 07:57 AM

Do you see the icon that looks like a torn page in the URL bar? If so click it, and it will be in Compatibility Mode.

What errors is she getting?


As far as I know there are no error messages per se'

Secure web address's ie banks, credit card, store account ( home depot ) it reacts as if I don't know my user name and or password and does that annoying thing of removing it from the places you sign in. Using there " forgot password or user name option " results in it recognizing that I know the email and or al email address and sends a code to enter to get in. However when following that method the message is the same that I somehow entered the infom wrong. It's week's now since I've been able to enter my accounts except on my computer that has the Trojan horse/virus that seems obvious to avoiding using IT to get into the accounts.

No other browsers available where I am now except perhaps the library. How secure is that?
I may need to ask about installing firefox and uninstalling it when I leave.

#4 cryptodan

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Posted 02 June 2011 - 08:02 AM

Hello,

And welcome to BleepingComputer.com, before we can assist you with your question of: Am I infected? You will need to perform the following tasks and post the logs of each if you can.

Please run the following on the affected machine that is giving you issues.

Malwarebytes Anti-Malware

Please download Malwarebytes Anti-Malware and save it to your desktop.
Download Link 1
Download Link 2MBAM 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.
    For instructions with screenshots, please refer to the How to use Malwarebytes' Anti-Malware Guide.
  • 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 Full 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.


SUPERAntiSpyware:

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.
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.

Instructions:

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.


Now GMER

GMER does not work in 64bit Mode!!!!!!

Please download GMER from one of the following locations and save it to your desktop:

  • Main Mirror
    This version will download a randomly named file (Recommended)
  • Zipped Mirror
    This version will download a zip file you will need to extract first. If you use this mirror, please extract the zip file to your desktop.
  • Disconnect from the Internet and close all running programs.
  • Temporarily disable any real-time active protection so your security programs will not conflict with gmer's driver.
  • Double-click on the randomly named GMER file (i.e. n7gmo46c.exe) and allow the gmer.sys driver to load if asked.
  • Note: If you downloaded the zipped version, extract the file to its own folder such as C:\gmer and then double-click on gmer.exe.

    Posted Image
  • GMER will open to the Rootkit/Malware tab and perform an automatic Full Scan when first run. (do not use the computer while the scan is in progress)
  • If you receive a WARNING!!! about rootkit activity and are asked to fully scan your system...click NO.
  • Now click the Scan button. If you see a rootkit warning window, click OK.
  • When the scan is finished, click the Save... button to save the scan results to your Desktop. Save the file as gmer.log.
  • Click the Copy button and paste the results into your next reply.
  • Exit GMER and be sure to re-enable your anti-virus, Firewall and any other security programs you had disabled.
-- If you encounter any problems, try running GMER in safe mode.
-- If GMER crashes or keeps resulting in a BSODs, uncheck Devices on the right side before scanning
.



#5 cafejose

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Posted 04 June 2011 - 02:44 AM

Kryptonite, you are right. The bank should have given some display to warn online users to not use IE 9. I went through a problem like this for a different website which was incompatible with IE 9 but compatible with Firefox. I now have Firefox so the problem does not stop me from using the website; the site was good in IE 8 and 7, but there was no information on the site saying that IE 9 was not compatible.

The advice is good, to install Firefox if the bank knows it to be compatible with their online site. Having an alternative web browser such as Firefox is good. Firefox itself seemed to install fairly quickly, at least a little more quickly than IE 8 and IE 9. The download file is smaller also.

#6 Kryptonite

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Posted 05 June 2011 - 06:54 AM

[quote name='cryptodan' timestamp='1307019756' post='2273662']
Hello,

And welcome to BleepingComputer.com, before we can assist you with your question of: Am I infected? You will need to perform the following tasks and post the logs of each if you can.

Please run the following on the affected machine that is giving you issues.

Malwarebytes Anti-Malware
[quote]

Hey Cryp,

Thanks for the welcome and instructions. i've been around for a while now if you checked my profile but between being crazy busy and no computer problems that i can't ordinarily fix myself i haven't stopped by bleeping in a while. Helping others is an important part of being a bleeping member and in the so called "real world" i help people almost daily with computer issues. That said i have been given some really excellent advise from two bleeping members ( Grinler and Boopme ) One part of Grinler's instructions is to "back up" my computer continues to quit before many programs complete their process. i'm thinking that i need to get what information i have collected and get it posted before it stops running completely.

The programs that you suggest i already have on my computer so it's not too difficult to post a recent log from Mwbytes, hyjack this, my antivirus log and a few others that i've collected including a screen shot of the error message after a crash.

Any suggestions as to where to post that info?

Thanks

#7 Kryptonite

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Posted 05 June 2011 - 07:04 AM

Kryptonite, you are right. The bank should have given some display to warn online users to not use IE 9. I went through a problem like this for a different website which was incompatible with IE 9 but compatible with Firefox. I now have Firefox so the problem does not stop me from using the website; the site was good in IE 8 and 7, but there was no information on the site saying that IE 9 was not compatible.

The advice is good, to install Firefox if the bank knows it to be compatible with their online site. Having an alternative web browser such as Firefox is good. Firefox itself seemed to install fairly quickly, at least a little more quickly than IE 8 and IE 9. The download file is smaller also.


It's not my computer but i think my GF will allow me to install FF on it but i have been suspicious that FF is gathering more and more information than i am NOT happy about and consequently it takes forever for the page to load. ( The status bar at the bottom of the page tells me each company that is setting cookie. Yes i understand that this is one way companies pay the bills by selling advertising tracking to anyone who is willing to pay them bugs me. Shouldn't i have the right to say who gets to track me?

Does any one know the procedures and protocols that allows a user to be tracked?

Thanks for your feedback.

Edited by Kryptonite, 05 June 2011 - 07:06 AM.


#8 cryptodan

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Posted 05 June 2011 - 01:28 PM

Post the logs here all expect for the hijackthiis log.

#9 Kryptonite

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Posted 07 June 2011 - 06:57 AM

Post the logs here all expect for the hijackthiis log.


This Malwarebyte's log from yesterday:
( all other programs that you suggest need updating and one: SUperAntiSpywareFree, needs to be re-downloaded and installed.)

Will Re-read your post before i hit send. i see some VERY specific instructions for every program that you suggest. Great detailed instruction are essential to having a best shot at remedying problems; so thanks for such specific instructions.

That said, MBAM is set for a qucik scan. The log i will post is THAT log.

Long scan stops around 80% ( 6 hours ) restarts and presents they fatal error message. i will post that too.

suggestions?



short log:

Malwarebytes' Anti-Malware 1.51.0.1200
www.malwarebytes.org

Database version: 6785

Windows 5.1.2600 Service Pack 3
Internet Explorer 8.0.6001.18702

6/6/2011 7:48:13 AM
mbam-log-2011-06-06 (07-48-13).txt

Scan type: Quick scan
Objects scanned: 179209
Time elapsed: 16 minute(s), 19 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: 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:
(No malicious items detected)

Folders Infected:
(No malicious items detected)

Files Infected:
(No malicious items detected)

Edited by Kryptonite, 07 June 2011 - 08:40 AM.


#10 cryptodan

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Posted 07 June 2011 - 07:03 AM

Is Mbam updated?

#11 Kryptonite

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Posted 07 June 2011 - 08:42 AM

Is Mbam updated?


Yes

#12 cryptodan

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Posted 07 June 2011 - 08:53 AM

what file does it seem to hang on?

#13 Kryptonite

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Posted 07 June 2011 - 08:55 AM

Is Mbam updated?


Right after the virus detection ( Avira ) i ran an updated Mbam and got this:

Can't figure out how to insert a bmp of the screen shot or maybe attach it?

#14 cryptodan

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Posted 07 June 2011 - 09:02 AM

You upload it to say http://www.imageshack.us and post the link here.

#15 Kryptonite

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Posted 07 June 2011 - 09:06 AM

what file does it seem to hang on?


Is there a way to know that when it takes 6 hours or so to hit 80% then crashes. Would i need to run it again and try to time it to see where it's tripping out?

Dr Web does it too.

The back-up program that Grinler suggest for backing up before following his set of processes. There are over a half dozen programs that crash like that after running for hours. Even Adware in the complete mode crashes.

My thinking is that there may be a clue in the data that i have collected ( AutoRun gave me an interesting list of things running on my computer )
The Avira log is complete, and the mild version of adware is compete.

FYI. i have run the windows scan disk file correction programs several times and defragged after each scan disk.
None of those things help much. The general message mentions it can be hardware or software and mentions printers. Not that i know for sure but there are at least 6 printers ready for use depending on where i am visiting. Other than that i removed as many programs as i could that supposedly cause conflicts.




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