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Unknown virus causes CPU runs 100% and prevents Norton 360 premier from opening


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8 replies to this topic

#1 lhaveproblems

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Posted 22 January 2015 - 04:31 PM

First off I'll start by saying I don't have much knowledge on the subject of computers and computer viruses but I do know more than an average user.

Windows 8.1 (6.3, build 9600)
Dell inspiron 5547
Intel i7-4510u cpu@2.00GHz (4cpus) ~2.6GHz
8192mb RAM

My CPU constantly runs at 75%+ unless task manager is running, I am unable to open Norton 360 premier edition and windows defender is unable to update

In safe mode I have the same problem with my CPU but I am able to to scan with norton and malwarebytes they both come up with nothing I have also tried windows malicious software removal tool which did not detect anything

After some googling I thought it might be a conficker worm so I downloaded the avg tool for that and it did not find anything

Could someone please help me fix this problem?

 

Edit: Added Farbar scan results

Attached Files


Edited by lhaveproblems, 22 January 2015 - 05:12 PM.


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#2 dbrisendine

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Posted 25 January 2015 - 01:08 PM

Hi ihaveproblems,

Welcome to BleepingComputer. My name is dbrisendine and I'll be helping you with this problem. Before I get into the removal of malware / correction of your problem, I need you to be aware of the following:
  • Please read all of my response through at least once before attempting to follow the procedures described.I would recommend printing them out, if you can, as you can check off each step as you complete it. Also, as some of the cleaning may be done in Safe Mode and there will be no internet connection then, you will find that having the steps printed for reference speeds the cleaning process along. If there's anything you don't understand or isn't totally clear to you, please come back to me for clarification before you start those steps.
  • All of the assistants and staff at BleepingComputer are here on a volunteer basis; please respect our time given to the cause of helping others.If you are going to be away for more than 4 days, please let me know here. (I will do the same for you.) We do realize that 'life happens' and situations arise unexpectedly; we just ask that you keep us up to date.
  • Malware removal is a complex, multiple step process; please stay with me on this thread (don't start another thread) until I declare that your logs are clean and you are good to go. The absence of apparent issues does not mean your system is clean; I will tell you when everything looks good for you to go and help you remove the tools we have used.
  • If any of the security programs on your system should give any warnings about the software tools I ask you to download and use, please do not be alarmed.All of the tools I will have you use are safe to use (as instructed) and malware free.
  • While we strive to disrupt your system as little as possible, things happen.If you can, it would be best to back up your personal files now (if you do not already have a backup). You can store these on a CD/DVD, USB drive or stick, anywhere but on your same system. This will save you from possible anguish later if something unforeseen happens.
  • Please do not run any other tools or scanners than what I ask you to.Some of the openly available software made for malware removal can make changes to your system that interfere with the cleaning of the malware, or even destroy your system. I will use only what the situation calls for and direct you in the proper use of that software.
  • Please do not attach any log files to your replies unless I specifically ask you.Instead please copy and paste so as to include the log in your reply. You can do this in separate posts if it's easier for you.


    - Save ALL Tools to your Desktop-

    All the tools that I will have you download should be placed on the desktop unless otherwise stated. If you are familiar with how to save files to the desktop then you can skip this step.

    Since you are continuing with this step then I assume you are unfamiliar with saving files to your desktop. As a result it's easiest if you configure your browser(s) to download any tools to the desktop by default. Please use the appropriate instructions below depending on the browser you are using.
    Chrome.JPGGoogle Chrome - Click the "Customize and control Google Chrome" button in the upper right-corner of the browser.Settings.JPG Choose Settings. at the bottom of the screen click the
    "Show advanced settings..." link. Scroll down to find the Downloads section and click the Change... button. Select your desktop and click OK.
    Firefox.JPGMozilla Firefox - Click the "Open Menu" button in the upper right-corner of the browser. Settings.JPG Choose Options. In the downloads section, click the Browse button, click on the Desktop folder
    and the click the "Select Folder" button. Click OK to get out of the Options menu.
    IE.jpgInternet Explorer - Click the Tools menu in the upper right-corner of the browser. Tools.JPG Select View downloads. Select the Options link in the lower left of the window. Click Browse and
    select the Desktop and then choose the Select Folder button. Click OK to get out of the download options screen and then click Close to get out of the View Downloads screen.
    NOTE: IE8 Does not support changing download locations in this manner. You will need to download the tool(s) to the default folder, usually Downloads, then copy them to the desktop.

Let's get started....

Before I get to repair of your system (I am just now going over your logs and will return shortly), there are some points you can do now to help out:

1) If you do not have it handy, please make sure you have the Norton N360 subscription codes recorded as Norton is damaged and will have to be re-installed when the malware corrections are done.

2) Dropbox is damaged. Please uninstall it now we can re-install it later on. Make sure you have your id saved if you have backups in the cloud.

3) Anything else you can tell me about the problem with the system? Date it started, possible program installed that caused the system errors, etc.

4) Did you possibly do a "refresh" on Win8.1 recently?

I will return in a bit and we will get you back to running. Thank you.

unite_blue_zpsba2e96f7.png
 
Please do not ask for Malware help via PM (Private Messages).  Please post in the forum boards instead.  Thanks.

My help is always free but if you would like to help encourage me or show your thanks -----> btn_donate_LG.gif


#3 dbrisendine

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Posted 25 January 2015 - 02:20 PM

After you have answered the questions in the first post I made, please contnue on with these steps to start cleaning the system:
 
STEP1 - Fixlist run
 

Download the attached fixlist.txt file and save it to the Desktop.

NOTE. It's important that both files, FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on that particular machine. Running this on another machine may cause damage to your operating system

Run FRST64 by right clicking on the FRST64.exe file, selecting "Run as Administrator..".  The User Account Control may open up; if it does, select Yes to continue to let FRST open and load.  

The tool will check for an updated version of itself every time it loads; please allow it to do this and the program will either inform you it is downloading an updated copy (and to wait until it is safe to continue) or show that it is ready to use (meaning there is no update found) and you can continue on.  Press the Fix button just once and wait.  The tool will create a restore point, process the script and ask for a restart of your system.

If for some reason the tool needs a restart, please make sure you let the system restart normally. After that let the tool complete its run.

When finished FRST will generate a log on the Desktop (Fixlog.txt). Please post ( or attach ) the log in your next reply.
 
STEP2 - a fresh FRST scan
 
Please restart your system and let it boot / load into normal startup (not Safe Mode).

  • If you still have the Addition.txt file on your desktop, please delete it now.
  • Right click the FRST file on your desktop and select "Run as Administrator..." (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
  • If an update is available, the program will inform you and download the update.  Allow it do this please.  Otherwise, just wait for the "The tool is ready to use." message.
  • Please check the Addition.txt in the Option Scan section of FRST.
  • Press the Scan button.
  • It will produce a log called FRST.txt in the same directory the tool is run from.
  • Please copy and paste log back here.
  • The tool will generate will another log (Addition.txt - also located in the same directory as FRST.exe/FRST64.exe). Please also paste that along with the FRST.txt into your reply.

Information to Reply with >>>>

  • The Fixlog.txt log file
  • The fresh FRST.txt log file
  • The fresh Addition.txt log file
  • How is the system running now?

Attached Files


unite_blue_zpsba2e96f7.png
 
Please do not ask for Malware help via PM (Private Messages).  Please post in the forum boards instead.  Thanks.

My help is always free but if you would like to help encourage me or show your thanks -----> btn_donate_LG.gif


#4 lhaveproblems

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Posted 26 January 2015 - 02:56 AM

Thank you for the help, on the 24th i reset my computer hoping it would get rid of all the viruses and malware, but it didn't. the reset fixed alot of small symptoms but didn't remove all of it. i cant install Norton 360 premier, i get a compatibility error but i was able to install avg and malwarebytes and the CPU still runs at 75%+ unless task manager is open
 
sorry for the trouble



#5 dbrisendine

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Posted 26 January 2015 - 09:46 PM

Thanks for the update.  What do you mean by "reset"?  Was this a Win 8.1 Refresh?
 
If you want, you could do a fresh scan with FRST and post those logs here; otherwise the thread will close in three or four days.
 
Please download Farbar Recovery Scan Tool 64bit and save it to your Desktop.

  • Right click the FRST file on your desktop and select "Run as Administrator..." (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
  • If an update is available, the program will inform you and download the update.  Allow it do this please.
  • Once the tool shows "The tool is ready to use." message, please press the Scan button.
  • It will produce a log called FRST.txt in the same directory the tool is run from.
  • Please copy and paste log back here.
  • The first time the tool is run it generates another log (Addition.txt - also located in the same directory as FRST64.exe). Please also paste that along with the FRST.txt into your reply.

unite_blue_zpsba2e96f7.png
 
Please do not ask for Malware help via PM (Private Messages).  Please post in the forum boards instead.  Thanks.

My help is always free but if you would like to help encourage me or show your thanks -----> btn_donate_LG.gif


#6 dbrisendine

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Posted 01 February 2015 - 01:01 AM

Due to the lack of feedback, this topic is now closed.

In the event you still have problems, please send me or any Moderator a Private Message and ask them to reopen this topic within the next 5 days.

Please include a link to your topic in the Private Message. Thank you.

unite_blue_zpsba2e96f7.png
 
Please do not ask for Malware help via PM (Private Messages).  Please post in the forum boards instead.  Thanks.

My help is always free but if you would like to help encourage me or show your thanks -----> btn_donate_LG.gif


#7 dbrisendine

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Posted 03 February 2015 - 10:23 PM

This topic has been re-opened at the request of the person who originally posted.

unite_blue_zpsba2e96f7.png
 
Please do not ask for Malware help via PM (Private Messages).  Please post in the forum boards instead.  Thanks.

My help is always free but if you would like to help encourage me or show your thanks -----> btn_donate_LG.gif


#8 lhaveproblems

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Posted 05 February 2015 - 11:22 PM

I am unable to post the new Farbar scans do i need to creat a new topic?



#9 dbrisendine

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Posted 22 February 2015 - 03:03 AM

Due to the lack of feedback, this topic is now closed.

In the event you still have problems, please send me or any Moderator a Private Message and ask them to reopen this topic within the next 5 days.

Please include a link to your topic in the Private Message. Thank you.

unite_blue_zpsba2e96f7.png
 
Please do not ask for Malware help via PM (Private Messages).  Please post in the forum boards instead.  Thanks.

My help is always free but if you would like to help encourage me or show your thanks -----> btn_donate_LG.gif





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