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trying to remove "AV Security 2011"


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#1 DGGibbons

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Posted 04 December 2011 - 05:36 PM

a few days ago I started getting pop-ups stating my computer was infected and I should register my copy of AV Security, the first problem was I never downloaded this program. It became apparent pretty quickly that this was Malware, and try as I might I haven't been able to get rid of it.

sadly my tech knowledge is several years out of date so I felt I should post here. I was able to generate a report from DDS (which is attached) but when I attempted to run GMER I would get a bout half an hour in then my computer would shut down; so i am begingn to think I might have somethng much worse then just AV security 2011.

Any Help is appreciated
-Dave

Attached File  dds-12-03-11.txt   14.16KB   4 downloads

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#2 HelpBot

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Posted 09 December 2011 - 05:40 PM

Hello and welcome to Bleeping Computer!

I am HelpBot: an automated program designed to help the Bleeping Computer Staff better assist you! This message contains very important information, so please read through all of it before doing anything.

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.

To help Bleeping Computer better assist you please perform the following steps:

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Posted Image In order to continue receiving help at BleepingComputer.com, YOU MUST tell me if you still need help or if your issue has already been resolved on your own or through another resource! To tell me this, please click on the following link and follow the instructions there.

CLICK THIS LINK >>> http://www.bleepingcomputer.com/logreply/430753 <<< CLICK THIS LINK



If you no longer need help, then all you needed to do was the previous instructions of telling me so. You can skip the rest of this post. If you do need help please continue with Step 2 below.

***************************************************

Posted Image If you still need help, I would like you to post a Reply to this topic (click the "Add Reply" button in the lower right hand of this page). In that reply, please include the following information:

  • If you have not done so already, include a clear description of the problems you're having, along with any steps you may have performed so far.
  • A new DDS and GMER log. For your convenience, you will find the instructions for generating these logs repeated at the bottom of this post.
    • Please do this even if you have previously posted logs for us.
    • If you were unable to produce the logs originally please try once more.
    • If you are unable to create a log please provide detailed information about your installed Windows Operating System including the Version, Edition and if it is a 32bit or a 64bit system.
    • If you are unsure about any of these characteristics just post what you can and we will guide you.
  • Please tell us if you have your original Windows CD/DVD available.
  • Upon completing the above steps and posting a reply, another staff member will review your topic and do their best to resolve your issues.

Thank you for your patience, and again sorry for the delay.

***************************************************

We need to see some information about what is happening in your machine. Please perform the following scan again:

  • Download DDS by sUBs from one of the following links if you no longer have it available. Save it to your desktop.
  • Double click on the DDS icon, allow it to run.
  • A small box will open, with an explanation about the tool. No input is needed, the scan is running.
  • Notepad will open with the results.
  • Follow the instructions that pop up for posting the results.
  • Close the program window, and delete the program from your desktop.
Please note: You may have to disable any script protection running if the scan fails to run. After downloading the tool, disconnect from the internet and disable all antivirus protection. Run the scan, enable your A/V and reconnect to the internet.

Information on A/V control HERE


We also need a new log from the GMER anti-rootkit Scanner.

Please note that if you are running a 64-bit version of Windows you will not be able to run GMER and you may skip this step.

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 DDS log. Instructions on how to properly create a GMER log can be found here:

How to create a GMER log


As I am just a silly little program running on the BleepingComputer.com servers, please do not send me private messages as I do not know how to read and reply to them! Thanks!

#3 ratman

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Posted 12 December 2011 - 06:52 PM

Hello DGGibbons,

My name is ratman and and I will be helping you with your computer problems.

Please take note:
  • If you have since resolved the original problem you were having, I would appreciate you letting me know.
  • If you are unable to create a log because your computer cannot start up successfully please provide detailed information about your installed Windows Operating System including the Version, Edition and if it is a 32bit or a 64bit system.
  • If you are unsure about any of these characteristics just post what you can and I will guide you.

Please tell me if you have your original Windows CD/DVD available.
<li>If you are unable to perform the steps I have recommended please try one more time and if unsuccessful alert us of such and I will design an alternate means of obtaining the necessary information.
<li>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.
<li>Upon completing the steps below I will review your topic an do my best to resolve your issues.
<li>If you have already posted a DDS log, please do so again, as your situation may have changed.
<li>Use the 'Add Reply' and add the new log to this thread.


I need to see some up to date information about what is happening in your machine. Please perform the following scan again:
  • Download DDS by sUBs from one of the following links if you no longer have it available. Save it to your desktop.
  • Double click on the DDS icon, allow it to run.
  • A small box will open, with an explanation about the tool. No input is needed, the scan is running.
  • Notepad will open with the results.
  • Follow the instructions that pop up for posting the results.
  • Close the program window, and delete the program from your desktop.

Please note: You may have to disable any script protection running if the scan fails to run. After downloading the tool, disconnect from the internet and disable all antivirus protection. Run the scan, enable your A/V and reconnect to the internet.

Information on A/V control HERE


I also need a new log from the GMER anti-rootkit Scanner.

Please note that if you are running a 64-bit version of Windows you will not be able to run GMER and you may skip this step.

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 DDS log. Instructions on how to properly create a GMER log can be found here:

How to create a GMER log




In your next reply, please copy/paste the contents of the following:
  • DDS.txt
  • Attach.txt
  • GMER.Log

regards, ratman

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#4 ratman

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Posted 14 December 2011 - 07:40 PM

Hello DGGibbons,

I have not had a reply from you for 3 days. Can you please tell me if you still need help with your computer as I am unable to help other members with their problems while I have your topic still open. The time taken between posts can also change the situation with your PC making it more difficult to help you.
regards, ratman

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#5 DGGibbons

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Posted 15 December 2011 - 07:04 PM

I apologize for not replying sooner, the problem is with my home PC, so I am typing this on a friends laptop.

I am running Windows XP; which I believe is 32 bit, but I am not certain. I have been unable to complete a GMER scan. I no longer have the Windows disc. Any help is appreciated

Attached Files



#6 ratman

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Posted 15 December 2011 - 07:35 PM

Hi DGGibbons,

Got your Attach.txt but I also need your DDS.txt log.

Please run DDS again and copy/paste result in your next reply.

=========================================================

Let's try GMER in Safe Mode


Reboot your computer in Safe Mode.
  • If the computer is running, shut down Windows, and then turn off the power.
  • Wait 30 seconds, and then turn the computer on.
  • Start tapping the F8 key. The Windows Advanced Options Menu appears. If you begin tapping the F8 key too soon, some computers display a "keyboard error" message. To resolve this, restart the computer and try again.
  • Ensure that the Safe Mode option is selected.
  • Press Enter. The computer then begins to start in safe Mode.
  • Login on your usual account.

Now please try running GMER again and copy/paste report in your next reply.

Can you describe what issues you still have?

====================================================================================
P.S. No need to PM me when you make a reply - automatically happens!

Edited by ratman, 15 December 2011 - 07:41 PM.

regards, ratman

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#7 ratman

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Posted 19 December 2011 - 05:48 AM

Hello DGGibbons,

I have not had a reply from you for 3 days. Can you please tell me if you still need help with your computer as I am unable to help other members with their problems while I have your topic still open. The time taken between posts can also change the situation with your PC making it more difficult to help you.
regards, ratman

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#8 DGGibbons

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Posted 21 December 2011 - 11:49 AM

I finely got GMER to run! I have attached the results

Attached File  dds-12-15-11.txt   14.16KB   3 downloads

Attached File  GMER-12-20-11.log   5.18KB   7 downloads

#9 ratman

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Posted 21 December 2011 - 07:22 PM

Hello DGGibbons,

Backdoor Warning

One or more of the identified infections (ZeroAccess) 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.

===================================================================================



Going over your logs I noticed that you have uTorrent installed.
  • Avoid gaming sites, pirated software, cracking tools, keygens, and peer-to-peer (P2P) file sharing programs.
  • They are a security risk which can make your computer susceptible to a smörgåsbord of malware infections, remote attacks, exposure of personal information, and identity theft. Many malicious worms and Trojans spread across P2P file sharing networks, gaming and underground sites.
  • Users visiting such pages may see innocuous-looking banner ads containing code which can trigger pop-up ads and malicious Flash ads that install viruses, Trojans and spyware. Ads are a target for hackers because they offer a stealthy way to distribute malware to a wide range of Internet users.
  • The best way to reduce the risk of infection is to avoid these types of web sites and not use any P2P applications.
It is pretty much certain that if you continue to use P2P programs, you will get infected again.
I would recommend that you uninstall <p2p program>, however that choice is up to you. If you choose to remove these programs, you can do so via Start > Control Panel > Add/Remove Programs.

If you wish to keep it, please do not use it until your computer is cleaned.

====================================================================================


Please download ComboFix from one of these locations:* IMPORTANT !!! Save ComboFix.exe to your Desktop.
  • Disable your AntiVirus and AntiSpyware applications including Firewalls, 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 Combofix.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.

In your next reply, please copy/paste the contents of the following:
  • C:\Combofix.txt
How is your machine working now?



regards, ratman

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#10 ratman

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Posted 25 December 2011 - 11:16 AM

Hello DGGibbons,

I have not had a reply from you for 3 days. Can you please tell me if you still need help with your computer as I am unable to help other members with their problems while I have your topic still open. The time taken between posts can also change the situation with your PC making it more difficult to help you.
regards, ratman

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#11 DGGibbons

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Posted 29 December 2011 - 02:50 PM

It's working much better now, but you mentioned that I couldn't be 100% sure about the security so I think it might be time to retire this computer (it is 7ish years old). when transferring files off of it are their any precautions I shuld be taking to insure that these problems don't follow me to the next computer?

Attached Files



#12 ratman

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Posted 01 January 2012 - 10:46 AM

Hi,

If you are going to retire this machine, you can safely transfer documents and pictures to another. Do not transfer any executable files such as those with .exe, .com, .scr

If you wish to fully clean your machine there are a couple of other things we need to do.

Please let me know how you wish to proceed.
regards, ratman

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#13 ratman

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Posted 04 January 2012 - 08:39 AM

Hello DGGibbons,

I have not had a reply from you for 3 days. Can you please tell me if you still need help with your computer as I am unable to help other members with their problems while I have your topic still open. The time taken between posts can also change the situation with your PC making it more difficult to help you.
regards, ratman

a proud member of:
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If I am helping you, it has been 48 hours since your last post, and I have yet to reply to your topic, please send me a PM

If I have helped and you would like to show your appreciation you may Posted Image to the cause.



#14 DGGibbons

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Posted 06 January 2012 - 01:13 AM

Hello DGGibbons,

I have not had a reply from you for 3 days. Can you please tell me if you still need help with your computer as I am unable to help other members with their problems while I have your topic still open. The time taken between posts can also change the situation with your PC making it more difficult to help you.



#15 DGGibbons

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Posted 06 January 2012 - 01:14 AM

What else do I need to do to make sure my machine is as clean as possible until I have a chance to replace it.

Thanks Again for all your help




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