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Nearly Bald - Pulling my hair out!


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#1 SherylEber

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Posted 10 October 2011 - 04:55 PM

My dear sweet mother clicked or opened something that started to run AV Guard Online and scare the bejeesus out of her. Fortunately, she is a fairly savvy senior and promptly alerted me to the shenanigans. I immediately isolated her laptop from our home network (turned off the wireless access)and began researching the removal.

I am a former IT Weenie, so feel quite comfortable following removal instructions and cautiously noodling around in registries.

I have carefully:

[list]
[*]followed the removal instructions for AV Guard Online in the Spyware Removal Tab
[*]Installed and run Malwarebytes - several times
[*]Installed and run TDSSkiller
[*]Installed run Super Anti Spyware
[*]Run McAfee Stinger
[*]I did run ComboFix
[*]I have reconfigured IP several times
[*]Tried system restore to previous date - now it no longer works
[*]Installed and run MiniToolBox
[/list}

The last run of malwarebytes still finds PUM.Hijack.StartMenu even though I remove it every run.

Unfortunately, I think that because she alerted me so quickly, AV Guard Online didn't really have time to fully install, so I'm wrestling some bastardized corrupt version. I am unable to get internet connectivity, so have been using my laptop to research and download onto a thumb drive...she's busily searching for her disks that came with the system in the event that we go ahead and format and re-install.

Any more ideas? Any help at all is much appreciated! I've been wrestling this for 4 days, now and she's getting cranky because I won't let her use my computers to get e-mail... (does that mean I'm a bad daughter?)

Many thanks!
Warm hearts wait...

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#2 boopme

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Posted 10 October 2011 - 08:52 PM

Hello having run ComboFix we need to see that and a 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 and instead post the ComboFix log you have.

Let me know if that went well.
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#3 boopme

boopme

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Posted 10 October 2011 - 08:54 PM

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 MRL 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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