to BleepingComputer! Sorry for the delay.
Let's try rebooting into Safe Mode
This can be done tapping the F8 key as soon as you start your computer
You will be brought to a menu with several options. Press the down arrow key on your keyboard until Safe Mode with Networking
is selected. Press Enter. Please see here
for additional details.
Once in Safe Mode with Networking, download Rkill
Run Rkill (renamed iExplore.exe).
Please be patient while the Rkill looks for various malware programs and ends them. When it has finished, the black window will automatically close and you can continue with the next step. If it appears like Rkill did not stop the malware from running, please try running RKill again until the malware is no longer running. If you continue having problems running RKill, you can download the other renamed versions of RKill from the rkill download page. All of the files are renamed copies of RKill, which you can try instead. Please note that the download page will open in a new browser window or tab.
Do not reboot your computer after running RKill as the malware programs will start again!
As this infection is known to be bundled with the TDSS rootkit infection, you should also run a program that can be used to scan for this infection. Please follow the steps in the following guide:How to remove Google Redirects or the TDSS, TDL3, or Alureon rootkit using TDSSKiller
If after running TDSSKiller, you are still unable to update Malwarebytes' Anti-malware or continue to have Google search result redirects, then you should post a virus removal request using the steps in the following topic rather than continuing with this guide:Preparation Guide For Use Before Using Malware Removal Tools and Requesting Help Topic
Still in Safe Mode with Networking, open Malwarebytes. Select the Update tab, and click on Check for Updates.
- If an update is found, the program will automatically update itself. Press the OK button 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.
Note: If Malwarebytes' encounters a file that is difficult to remove, you will be asked to reboot your computer so it can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally will prevent Malwarebytes' from removing all the malware.
- Under the Scanner tab, make sure the "Perform Quick Scan" option is selected.
- Click on the Scan button.
- When 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, then click the Show Results button to see a list of any malware that was found.
- Make sure that everything is checked and then 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.
- 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 the database version and your operating system.
- Exit Malwarebytes' when done.
Reboot into Normal mode. 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 http://www.superantispyware.com/downloads/SASDEFINITIONS.EXE (copy and paste that website address) 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.
In your next reply, please include:
- Malwarebytes' log file
- SUPERantispyware log file
- TDSSKiller log file
- How's the computer running now? Please include a detailed description of anything out of the ordinary.