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Snap.do and jollywallet; also IE won't connect & cannot sync w/phone & tab


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#1 CapriSun

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Posted 20 March 2014 - 02:36 PM

A friend has a brand new Samsung Windows 8 computer. She was having trouble with getting any pages to load on both Firefox and IE. I ran Malware Bytes and Adware on it. MB found 1389 PUPs. I noticed "snap.do" on her IE, and I believe got rid of that. Had to restart per MB and then neither browser would connect to the internet. Got FF working, but not IE. 

 

Today she messaged that she cannot get her phone or tablet to sync.The computer tells her that the Windows password is incorrect. I suspect either not all the problems are removed and/or that IE not connecting is the issue. Help please!

 

ETA: Kaspersky antivirus purchased and installed by the Geek Squad. I am not familiar with the program other than their freebie online scanner.


Edited by CapriSun, 20 March 2014 - 02:45 PM.

I got nothin'

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#2 CapriSun

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Posted 20 March 2014 - 06:41 PM

I just realized I posted this in the wrong spot; can it please be moved to "Am I Infected?". Thank you!


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#3 nasdaq

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Posted 24 March 2014 - 08:44 AM

Hello, Welcome to BleepingComputer.
I'm nasdaq and will be helping you.

If you can please print this topic it will make it easier for you to follow the instructions and complete all of the necessary steps in the order listed.
===

Please download AdwCleaner by Xplode onto your Desktop.
  • Close all open programs and internet browsers.
  • Double click on AdwCleaner.exe to run the tool.
  • Click the Scan button and wait for the process to complete.
  • Click the Report button and the report will open in Notepad.
IMPORTANT
  • If you click the Clean button all items listed in the report will be removed.
If you find some false positive items or programs that you wish to keep, Close the AdwCleaner windows.
  • Close all open programs and internet browsers.
  • Double click on AdwCleaner.exe to run the tool.
  • Click the Scan button and wait for the process to complete.
  • Check off the element(s) you wish to keep.
  • Click on the Clean button follow the prompts.
  • A log file will automatically open after the scan has finished.
  • Please post the content of that log file with your next answer.
  • You can find the log file at C:\AdwCleaner[Sn].txt (n is a number).
thisisujrt.gif Please download
Junkware Removal Tool to your Desktop.
  • Please close your security software to avoid potential conflicts.
  • Run the tool by double-clicking it. If you are using Windows Vista or 7, right-mouse click it and select Run as administrator.
  • The tool will open and start scanning your system.
  • Please be patient as this can take a while to complete, depending on your system's specifications.
  • On completion, a log (JRT.txt) is saved to your Desktop and will automatically open.
  • Please post the contents of JRT.txt into your reply.
===

Download the correct version of this tool for your operating system.
Farbar Recovery Scan Tool (64 bit)
Farbar Recovery Scan Tool (32 bit)
and save it to a folder on your computer's Desktop.
Double-click to run it. When the tool opens click Yes to disclaimer.
Press Scan button.
It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
The first time the tool is run, it makes also another log (Addition.txt). Please attach it to your reply.

===

Please paste the logs in your next reply DO NOT ATTACH THEM unless specified.

Let me know what problem persists.

#4 CapriSun

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Posted 24 March 2014 - 11:47 PM

Ok thank you - I will get to that asap


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#5 CapriSun

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Posted 26 March 2014 - 07:30 PM

This is the log from Adware. It is much cleaner than the first time I ran it. Please advise if there is anything to remove?

 

# AdwCleaner v3.022 - Report created 26/03/2014 at 17:27:16
# Updated 13/03/2014 by Xplode
# Operating System : Windows 8.1  (64 bits)
# Username : Brooke - PC
# Running from : D:\AdwCleaner.exe
# Option : Scan

***** [ Services ] *****

Service Found : CltMngSvc

***** [ Files / Folders ] *****

File Found : C:\END
File Found : C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Search.lnk

***** [ Shortcuts ] *****


***** [ Registry ] *****


***** [ Browsers ] *****

-\\ Internet Explorer v11.0.9600.16518


-\\ Mozilla Firefox v28.0 (en-US)

[ File : C:\Users\Brooke\AppData\Roaming\Mozilla\Firefox\Profiles\92l89ql4.default\prefs.js ]


[ File : C:\Users\emma\AppData\Roaming\Mozilla\Firefox\Profiles\aumoet76.default\prefs.js ]


[ File : C:\Users\libby\AppData\Roaming\Mozilla\Firefox\Profiles\mf9myll9.default\prefs.js ]


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

AdwCleaner[R0].txt - [8462 octets] - [18/03/2014 17:03:32]
AdwCleaner[R1].txt - [965 octets] - [26/03/2014 17:27:16]
AdwCleaner[S0].txt - [7914 octets] - [18/03/2014 17:06:03]

########## EOF - C:\AdwCleaner\AdwCleaner[R1].txt - [1084 octets] ##########


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#6 CapriSun

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Posted 26 March 2014 - 07:47 PM

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Junkware Removal Tool (JRT) by Thisisu
Version: 6.1.3 (03.23.2014:1)
OS: Windows 8.1 x64
Ran by Brooke on Wed 03/26/2014 at 17:37:21.99
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




~~~ Services

Successfully stopped: [Service] cltmngsvc
Failed to delete: [Service] cltmngsvc



~~~ Registry Values



~~~ Registry Keys



~~~ Files

Failed to delete: [File] "C:\end"



~~~ Folders



~~~ Event Viewer Logs were cleared





~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Scan was completed on Wed 03/26/2014 at 17:45:43.58
End of JRT log
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 


I am not sure which of the last tools to download, 64 or 32. Can you tell me how to figure out which one? Thank you.


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#7 nasdaq

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Posted 27 March 2014 - 08:08 AM


Reported by the AdwCleaner.

# Operating System : Windows 8.1 (64 bits)


Download the 64 bit.

#8 CapriSun

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Posted 01 April 2014 - 03:26 PM

Ok, thank you - I will get to that when I next get to the computer. Will try in the next couple of days; I do thank you for your help and patience!


Also, I did get IE working with a Microsoft FixIt tool I found on their site.


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