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Need help with Rootkit.ZeroAccess and TR/Crypt and others


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#1 djw23

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Posted 02 February 2012 - 09:26 PM

Hello
I am an IT professional but I am a web developer and not really a support person as much as I'd like to be....and lately I've learned that Rootkits are getting harder to remove... so I'm feeling a bit over my head with what's going on and I need your help.

My husband's computer is apparently infected with Rootkit.ZeroAccess, TR/Crypt.XPACK.Gen, Trojan horse Crypt, ANVH, PUM.Disabled.SecurityCenter, Hijack.StartMenu Internet, Hijack.Exefile and Pum.Bad.Proxy. Also AVG Free reported that serial.sys was white listed but could not be removed.

I put Combofix at C:\ and then ran it from a Safe Mode Command Prompt. It tells me that there is rootkit activity and needs to reboot, when I do that it says..please wait...Combofix is preparing to run...and then it just hangs. I was thinking about uninstalling AVG Free because I can't get into the console to temporarily disable it. So maybe that's the reason Combofix isn't working right.

So I would greatly appreciate it if someone would pickup this post and help me just start over from the beginning

Just tell me what you need me to do and I'll post back whatever info you need and, Don't worry, I know how to follow instructions.

The computer is a Dell and running Win XP SP3, AVG Free AntiVirus. It's turned off now until I can get your advice and help.

Thank you, Dona

Edited by djw23, 02 February 2012 - 09:40 PM.


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#2 boopme

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Posted 02 February 2012 - 09:42 PM

Hello and welcome, This is difficult to remove. 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 LAST ComboFix log you have.

Let me know if that went well.
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#3 djw23

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Posted 02 February 2012 - 10:19 PM

okay one question while I am off doing steps 6 and 7, how do I locate the last Combofix file?

Thank You so very much! D.

there is no C:\ComboFix.txt file

Edited by djw23, 02 February 2012 - 10:34 PM.


#4 boopme

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Posted 02 February 2012 - 10:50 PM

Please to a file search for Qoobox
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

#5 djw23

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Posted 02 February 2012 - 11:23 PM

okay I reposted here: http://www.bleepingcomputer.com/forums/topic441135.html

thank you! Dona

#6 boopme

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Posted 02 February 2012 - 11:51 PM

You're welcome Dona.
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.

The current wait time is 1 - 5 days and ALL logs are answered.

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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