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Am I infected? What do I do? Help please.


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33 replies to this topic

#1 kclif

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Posted 02 November 2015 - 06:07 PM

Hello, I am helping my aunt with her computer that I have in my possession right now and the issues it is having is I think it has a virus (or many viruses), it crashes sometimes, and also won't connect to the internet on wifi. Only connects to the internet if it is hard wired.

 

The laptop is a HP Pavillion dv7-4177nr running on Windows 7 Home Premium.

 

Thank you in advance! 

 

 


Thank you,
Kelsie

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#2 buddy215

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Posted 03 November 2015 - 05:12 AM

Use CCleaner to remove Temporary files, program caches, cookies, logs, etc. Use the Default settings. No need to use the

Registry Cleaning Tool...risky. Pay close attention while installing and UNcheck offers of toolbars....especially Google.

After install, open CCleaner and run by clicking on the Run Cleaner button in the bottom right corner.

CCleaner - PC Optimization and Cleaning - Free Download

 

Download Malwarebytes' Anti-Malware from Here

Double-click mbam-setup-2.X.X.XXXX.exe to install the application (X's are the current version number).

  • Make sure a checkmark is placed next to Launch Malwarebytes' Anti-Malware, then click Finish.
  • Once MBAM opens, when it says Your databases are out of date, click the Fix Now button.
  • Click the Settings tab at the top, and then in the left column, select Detections and Protections, and if not already checked place a checkmark in the selection box for Scan for rootkits.
  • Click the Scan tab at the top of the program window, select Threat Scan and click the Scan Now button.
  • If you receive a message that updates are available, click the Update Now button (the update will be downloaded, installed, and the scan will start).
  • When MBAM is finished scanning it will display a screen that displays any malware that it has detected.
  • Click the Remove Selected button.
  • MBAM will now delete all of the files and registry keys and add them to the programs quarantine. When removing the files, MBAM may require a reboot in order to remove some of them. If it displays a message stating that it needs to reboot, please allow it to do so.
  • While still on the Scan tab, click the link for View detailed log, and in the window that opens click the Export button, select Text file (*.txt), and save the log to your Desktop.
  • The log is automatically saved by MBAM and can also be viewed by clicking the History tab and then selecting Application Logs.

POST THE LOG FOR  REVIEW.

 

Download AdwCleaner by Xplode onto your desktop.

  • Close all open programs and internet browsers.
  • Double click on adwcleaner.exe to run the tool.
  • Click on Scan button.
  • When the scan has finished click on Clean button.
  • Your computer will be rebooted automatically. A text file will open after the restart.
  • Please post the contents of that logfile with your next reply.
  • You can find the logfile at C:\AdwCleaner[S1].txt as well.
  • download Junkware Removal Tool to your desktop.
  • Shut down your protection software now to avoid potential conflicts.
  • Run the tool by double-clicking it. If you are using Windows Vista, 7, or 8; instead of double-clicking, right-mouse click JRT.exe 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.
  • Post the contents of JRT.txt into your next message
  • Hold down Control and click on this link to open ESET OnlineScan in a new window.
  • Click the esetonlinebtn.png button.
  • For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)
  • Click on esetsmartinstaller_enu.exe to download the ESET Smart Installer. Save it to your desktop.
  • Double click on the esetsmartinstaller_enu.png icon on your desktop.
  • Check "YES, I accept the Terms of Use."
  • Click the Start button.
  • Accept any security warnings from your browser.
  • Under scan settings, check "Scan Archives" and "Remove found threats"
  • ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
  • When the scan completes, click List Threats
  • Click Export, and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
  • Click the Back button.
  • Click the Finish button.
  • NOTE:Sometimes if ESET finds no infections it will not create a log.

“Every atom in your body came from a star that exploded and the atoms in your left hand probably came from a different star than your right hand. It really is the most poetic thing I know about physics...you are all stardust.”Lawrence M. Krauss
A 1792 U.S. penny, designed in part by Thomas Jefferson and George Washington, reads “Liberty Parent of Science & Industry.”

#3 kclif

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Posted 06 November 2015 - 02:52 PM

Hi,

 

I downloaded the CC cleaner and was running the cleaner, but in the middle (37%) it went to a blue screen that said "A problem has been detected and windows has been shut down to prevent damage to your computer." etc....


Thank you,
Kelsie

#4 buddy215

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Posted 06 November 2015 - 03:12 PM

Backup whatever data you want to save on the computer and reinstall Windows. You can do that using the files in the restore partition

which contains the orginal software installed when the computer was originally built. If you need further help in performing the reinstall of

Windows start a new topic in Windows 7 forum.


“Every atom in your body came from a star that exploded and the atoms in your left hand probably came from a different star than your right hand. It really is the most poetic thing I know about physics...you are all stardust.”Lawrence M. Krauss
A 1792 U.S. penny, designed in part by Thomas Jefferson and George Washington, reads “Liberty Parent of Science & Industry.”

#5 eznetso

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Posted 07 November 2015 - 12:53 PM

There is also another option.  You can start your system in SAFE MODE and try to run the Malware Bytes listed in the above post.  You can get the menu to select SAFE MODE by tapping the F8 key while your system is starting up.  When you run safe mode, select run with networking.  This will allow you to be connected to the internet, and update the Malware Bytes software.  Once that scan is complete, and you go through the process of removing the infected files (all of this is stated in the above post) you should be able to restart your system and allow it to come up normally.  The reinstallation of Windows can be tricky, and if you aren't sure of yourself in this aspect, it may be smart to take it to a shop.  I would try the safe mode option first, which will allow you to keep you data, and your system configurations as they are.



#6 Sintharius

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Posted 07 November 2015 - 02:59 PM

Running MBAM in Safe Mode will weaken the scanner as it is designed to run from Normal Mode. I would not recommend you do that.

If you can still boot into Windows, I'd recommend that you seek assistance from the Windows Crashes, BSOD, and Hangs Help and Support forum. Follow the instructions here first.

If the BSOD Kernel Dump Expert sends you back here, let us know.

#7 kclif

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Posted 11 November 2015 - 05:57 PM

@buddy215

 

I was able to finally get the CCleaner to work and I am now doing the other steps. Was there anything you needded from the CCleaner?

 

Thank you everyone.


Thank you,
Kelsie

#8 buddy215

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Posted 11 November 2015 - 06:33 PM

For now, post the results of the other scans when each completes. Don't try to do anything else on the computer....just one scan at a time.


“Every atom in your body came from a star that exploded and the atoms in your left hand probably came from a different star than your right hand. It really is the most poetic thing I know about physics...you are all stardust.”Lawrence M. Krauss
A 1792 U.S. penny, designed in part by Thomas Jefferson and George Washington, reads “Liberty Parent of Science & Industry.”

#9 kclif

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Posted 11 November 2015 - 08:38 PM

Malwarebytes Anti-Malware
www.malwarebytes.org
 
Scan Date: 11/11/2015
Scan Time: 7:02 PM
Logfile: 
Administrator: Yes
 
Version: 2.2.0.1024
Malware Database: v2015.11.11.08
Rootkit Database: v2015.11.04.02
License: Free
Malware Protection: Disabled
Malicious Website Protection: Disabled
Self-protection: Disabled
 
OS: Windows 7 Service Pack 1
CPU: x64
File System: NTFS
User: Sonya
 
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 383216
Time Elapsed: 16 min, 25 sec
 
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Enabled
PUM: Enabled
 
Processes: 0
(No malicious items detected)
 
Modules: 0
(No malicious items detected)
 
Registry Keys: 0
(No malicious items detected)
 
Registry Values: 0
(No malicious items detected)
 
Registry Data: 0
(No malicious items detected)
 
Folders: 0
(No malicious items detected)
 
Files: 0
(No malicious items detected)
 
Physical Sectors: 0
(No malicious items detected)
 
 
(end)

Thank you,
Kelsie

#10 buddy215

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Posted 11 November 2015 - 08:54 PM

Nothing found by MBAM.  Other than crashes...blue screens...what other symptoms such ads, search misdirects, etc. lead you to think it

might be malware? If you know....


Edited by buddy215, 11 November 2015 - 08:55 PM.

“Every atom in your body came from a star that exploded and the atoms in your left hand probably came from a different star than your right hand. It really is the most poetic thing I know about physics...you are all stardust.”Lawrence M. Krauss
A 1792 U.S. penny, designed in part by Thomas Jefferson and George Washington, reads “Liberty Parent of Science & Industry.”

#11 kclif

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Posted 11 November 2015 - 08:59 PM

# AdwCleaner v5.019 - Logfile created 11/11/2015 at 19:48:04
# Updated 08/11/2015 by Xplode
# Database : 2015-11-09.1 [Server]
# Operating system : Windows 7 Home Premium Service Pack 1 (x64)
# Username : Sonya - SONYA-HP
# Running from : C:\Users\Sonya\Downloads\AdwCleaner.exe
# Option : Cleaning
 
***** [ Services ] *****
 
 
***** [ Folders ] *****
 
[-] Folder Deleted : C:\Program Files (x86)\Coupons
[-] Folder Deleted : C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Coupons
[-] Folder Deleted : C:\Users\Sonya\AppData\LocalLow\HPAppData
[-] Folder Deleted : C:\Users\Sonya\AppData\Roaming\HPAppData
[-] Folder Deleted : C:\Users\Sonya\AppData\Roaming\ShopAtHome
 
***** [ Files ] *****
 
[-] File Deleted : C:\Users\Sonya\AppData\Local\Google\Chrome\User Data\Default\local storage\hxxp_www.lyricsfreak.com_0.localstorage
[-] File Deleted : C:\Users\Sonya\AppData\Local\Google\Chrome\User Data\Default\local storage\hxxp_www.lyricsfreak.com_0.localstorage-journal
 
***** [ DLLs ] *****
 
 
***** [ Shortcuts ] *****
 
 
***** [ Scheduled tasks ] *****
 
 
***** [ Registry ] *****
 
[-] Key Deleted : HKLM\SOFTWARE\Classes\YBrowserToolbar.YBrowserToolbar.1
[-] Key Deleted : HKLM\SOFTWARE\Classes\YBrowserToolbar.YBrowserToolbar
[-] Key Deleted : HKCU\Software\ShopAtHome.com
[-] Key Deleted : HKCU\Software\Yahoo\Companion
[-] Key Deleted : HKCU\Software\Yahoo\YFriendsBar
[-] Key Deleted : HKCU\Software\AppDataLow\Software\Yahoo\Companion
[-] Key Deleted : HKLM\SOFTWARE\Better-Surf
[-] Key Deleted : HKLM\SOFTWARE\Yahoo\Companion
 
***** [ Web browsers ] *****
 
[-] [C:\Users\Sonya\AppData\Local\Google\Chrome\User Data\Default\Web Data] [Search Provider] Deleted : aol.com
[-] [C:\Users\Sonya\AppData\Local\Google\Chrome\User Data\Default\Web Data] [Search Provider] Deleted : ask.com
 
*************************
 
:: "Tracing" keys removed
:: Winsock settings cleared
 
########## EOF - C:\AdwCleaner\AdwCleaner[C1].txt - [1966 bytes] ##########

Thank you,
Kelsie

#12 kclif

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Posted 11 November 2015 - 09:02 PM

Hey, On MBAM I do think something might have been found but I could not get the results pulled up the first time so that was after I did the scan the second time. Might have possibly cleared everything and made it look like nothing was going on?

 

Also, should I proceed with Junkware removal tool?

 

Thank you


Thank you,
Kelsie

#13 buddy215

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Posted 11 November 2015 - 09:36 PM

You should be able to post MBAM's first scan log. Look for it....make sure it is the scan log and not an update history log.

 

Yes...proceed with the other scans...when I said one at a time I didn't want to stress the computer more than necessary since

it seems to be a bit shaky.


“Every atom in your body came from a star that exploded and the atoms in your left hand probably came from a different star than your right hand. It really is the most poetic thing I know about physics...you are all stardust.”Lawrence M. Krauss
A 1792 U.S. penny, designed in part by Thomas Jefferson and George Washington, reads “Liberty Parent of Science & Industry.”

#14 kclif

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Posted 12 November 2015 - 04:16 AM

Okay I will proceed and do you know where I would look for the first scan log? 


Thank you,
Kelsie

#15 buddy215

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Posted 12 November 2015 - 05:06 AM

  1. Open Malwarebytes Anti-Malware
  2. Click History Application Logs
  3. Click the log you would like to open
  • Protection Logs record information from Malwarebytes real-time protection module, including scheduled scans, database, and blocked threats
  • Scan Logs record detections from manual scans, including threats detected and the actions taken against them <---This is the log I want to see...thanks

“Every atom in your body came from a star that exploded and the atoms in your left hand probably came from a different star than your right hand. It really is the most poetic thing I know about physics...you are all stardust.”Lawrence M. Krauss
A 1792 U.S. penny, designed in part by Thomas Jefferson and George Washington, reads “Liberty Parent of Science & Industry.”




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