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Need help determining which malware removal tool to start with.


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#1 rickgburton

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Posted 31 December 2014 - 03:43 AM

Can you help me determine which malware removal tool/program I need. I need to download to my computer to a flash drive to run on my friends infected computer. I believe his browsers have been hijacked and fake spyware was installed along with a few other programs that are questionable. He has been using his computer without any anti-virus and downloading programs from the internet. Like myself he is an elderly gentelman and didn't know about internet safety, malware or viruses. He is fairly new to computers and is a novice internet user. I looked over his computer and other than a few fake spyware programs and his browser redirecting his search results, I believe the level of infection may be minimal but I don't know for sure. After spending most of the day explaining how the internet works  along with the do's and don'ts and safety, I now need to clean up his computer. I have AdwCleaner/ Aut2Exe on a flash drive along with the free version of Malwarebytes. I have purchased Webroot SecureAnywhere for him because that's what I use and have been pleased with it.

 

My first question is should I clean up the malware first before installing Webroot or try to install it first and let Webroot clean it up? My experience has been, although Webrood is a good anti spyware blocker, it doesn't do that good of a job removing malware already installed. Thanks to BleepingComputer I found AdwCleaner did an excelent job and most of the time that's all I needed to do to clean it up. Malwarebytes also did a good job and after using the free version for several years I purchased the full version. Between the Webroot and Malwarebytes I have not had a single issue with malware. Should I start with the AdwCleaner? If not which one?

 

My second question is about ComboFix. I read the ComboFix Guide and believe this might do a better job, but I also read I shouldn't use it unless asked to by a helper. I believe I'm compentent enough to follow the instructions exactly but if you think I shouldn't, I wont. Am I on the right track? Do you have any advice for me? Thanks for taking the time to help me with this and thanks to BleepingComputer for all the help over the years.

 

rickgburton


Edited by hamluis, 31 December 2014 - 07:54 AM.
Moved from MRL to AII - Hamluis.


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#2 quietman7

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Posted 31 December 2014 - 10:18 AM


List of Free Scan & Disinfection Tools which can be used to supplement your anti-virus and anti-spyware or get a second opinion
List of Anti-virus vendors that offer free LiveCD/Rescue CD utilities

With most Adware/Junkware/PUPs it is strongly recommended to deal with it like a legitimate program and uninstall from Programs and Features (Add/Remove Programs) in the Control Panel or an alternative third party uninstaller like Revo. In many cases, using the uninstaller of the adware not only removes it more effectively, but it also restores many changed configuration settings. After uninstallation, then you can run specialized tools like Malwarebytes Anti-Malware, AdwCleaner and JRT to fix any remaining entries they may find. These tools typically find and remove related registry entries, files and folders to include those within the AppData folder and elsewhere.

As a general policy, Bleeping Computer does not offer advice on how to run ComboFix unless we asked someone to run it or if there is a problem with the computer caused by running the tool. We recommend that people should not be using ComboFix without being advised to do so by a trained expert (see here) who is assisting them deal with a malware problem. When issues arise due to complex malware infections, problems running ComboFix (i.e. stalling, hanging, crashing) or with other security tools causing conflicts, experts are usually aware of them and can advise what should or should not be done while providing individual assistance. When false detections are identified, experts have access to the developer and can report them so he can investigate, confirm and make corrections. Those attempting to use ComboFix on their own do not have such information and are at risk when running the tool in an unsupervised environment.

Also be aware that using ComboFix is only one part of the disinfection process. Preliminary scans from other tools like DDS, OTL, Zoek and RSIT should be used first because they provide comprehensive logs with specific details about files, folders and registry keys which may have been modified by malware infection. Analysis of those logs allows planning a strategy for effective disinfection and a determination if using ComboFix is necessary.

While our policy is not to offer advice on running ComboFix unless we asked someone to run it, we are willing to assist with resolving problems caused after using it and we are certainly willing to help with malware disinfection. If that assistance requires running ComboFix, you will be advised what to do in order to get the tool to run properly or investigate any error messages.

If you need individual assistance with a malware infection, please follow the instructions in the Preparation Guide For Requesting Help starting at Step 6.
  • If you cannot complete a step, then skip it and continue with the next.
  • In Step 6 there are instructions for downloading and running DDS which will create two logs. (Note: Windows 8.1 Users will not be able run DDS and create a log)
When you have done that, post your logs in the Virus, Trojan, Spyware, and Malware Removal Logs forum, NOT here, for assistance by the Malware Response Team Experts.

Start a new topic, give it a relevant title and post your log(s) along with a brief description of your problem, a summary of any anti-malware tools you have used and a summary of any steps that you have performed on your own. If you cannot produce any of the required logs or you're using Windows 8.1, then still start the new topic anyway. Explain that you followed the Prep. Guide, were unable to create the logs, and describe what happened when you tried to create them. A member of the Malware Removal Team will walk you through, step by step, on how to clean your computer.

After doing this, please reply back in this thread with a link to the new topic so we can close this one.
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#3 rickgburton

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Posted 01 January 2015 - 12:02 AM

AdwCleaner and HitmanPro did the job nicely. Thank you, you can close the thread.



#4 quietman7

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Posted 01 January 2015 - 08:21 AM

You're welcome.

As a general rule Bleeping Computer does not close (lock) topics in this forum. An exception to that rule is malware related topics...we close topics when a member has been asked to (and does) start a new topic in the Malware Removal Logs forum and posts the required logs. Another exception is when we refer members to post their questions or comments in an existing discussion topic such as those for various ransomware infections.
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