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#1 acjax38

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Posted 21 March 2016 - 10:37 PM

Hello,
After running a scan on AVG free I was prompted to restart my computer. When I loaded it back up, clicked on Google chrome I receive a message "Dear customer, A serious malfunction has been detected with windows 7 / server 2008 R2 7 and your chrome 49.0.2623.87. Please call the toll-free number (866) 523-6556."   

I have ran the following:

-Hitman pro

- Malwarebytes anti-malware

- Adwcleaner

What should I do next?

Edited by Queen-Evie, 22 March 2016 - 02:21 AM.
moved from Windows 7


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#2 garioch7

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Posted 22 March 2016 - 11:29 AM

acjax38:

 

Welcome to the Bleeping Computer Am I Infected? What Do I Do? Forum.

 

If this was a "one-time" pop-up, and the scans you ran did not turn up any malware, then I would not be concerned.  There are a large number of bogus webpages that can pop-up with such messages.  Normally closing your browser and clearing your browser cache are the only remedial steps that you need to take.

 

I am very careful with my web browsing, and I have occasionally encountered such pop-ups from time to time, as have most computer users.

 

If you have any other reason(s) to suspect that your computer could be infected, then we could look further.

 

Please let me know how you want to proceed.  Thanks and have a great day.

 

Regards,

-Phil


Graduate of the Bleeping Computer Malware Removal Study Hall


#3 acjax38

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Posted 22 March 2016 - 02:58 PM

I'm sorry I should have describe it in more detail. The problem I'm having is when I open my Google chrome this message pops up and then I am unable to close it or the browser, When running a scan on spy hunter 4 it picked up and additional 11 threats but then I was prompted to pay and am not exactly in a position to pay.  I have uninstalled and re-installed Google chrome to see if maybe that would fix it but it is still occurring along with crashes. Is there a program you would suggest running?



#4 garioch7

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Posted 23 March 2016 - 06:51 AM

acjax38:

Thank you for the additional detail. That helps me to help you. So, it is not a "one-off" pop-up. We definitely need to run some preliminary scans.

By the way, as you might be aware, Bleeping Computer is being sued by the creators of Spyhunter because we do not recommend that program.

So let's get going and see what turns up.



:step1: ESET Online Scanner using Internet Explorer:

Note 1: These instructions are for Internet Explorer only! If you're using Chrome or Firefox, you will need to download and install the ESET Smart Installer tool before it can scan. See instructions here.
Note 2: You will need to disable your currently installed Anti-Virus, how to do so can be found here.

*Click this link to open ESET OnlineScan.
* Place a checkmark next to "Yes, I accept the Terms of Use", then click the greenstart.png button.
* When prompted allow the Add-On/Active X to install.
* In the new window that opens, tic the radio button next to Enable detection of potentially unwanted applications.
* Then click "Advanced settings", and make sure there is a checkmark next to only the following items (uncheck everything else):

  • Remove found threats
  • Scan archives
  • Scan for potentially unsafe applications
  • Enable Anti-Stealth technology

*Then click the shieldstart.png button and 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 Found Threats (only if anything is found).
*Then 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 back.png, then click finish.png to exit ESET Online Scanner.

Don't forget to re-enable your antivirus when finished!



:step2: Download and install Malwarebytes Anti-Malware (I know that you have run this previously, but I would like to examine a current MBAM scan log):

Please download Malwarebytes Anti-Malware to your desktop.

  • Double-click mbam-setup-2.2.*.****.exe and follow the prompts to install the program ( * = program version numbers may vary - always get the latest version).
  • At the end, be sure a checkmark is placed next to the following:
    • Launch Malwarebytes Anti-Malware
    • A 14 day trial of the Premium features is pre-selected. You may deselect this if you wish, and it will not diminish the scanning and removal capabilities of the program.
  • Click Finish.
  • On the Dashboard, click the 'Update Now >>' link
  • After the update completes, click the 'Scan Now >>' button.
  • Or, on the Dashboard, click the Scan Now >> button.
  • If an update is available, click the Update Now button.
  • A Threat Scan will begin.
  • When the scan is complete, if there have been detections, click Apply Actions to allow MBAM to clean what was detected.
  • In most cases, a restart will be required.
  • Wait for the prompt to restart the computer to appear, then click on Yes.
  • After the restart once you are back at your desktop, open MBAM once more.
  • Click on the History tab > Application Logs.
  • Double click on the scan log which shows the Date and time of the scan just performed.
  • Click 'Copy to Clipboard
  • Paste the contents of the clipboard into your next reply.

 

 

I would like you to paste the logs from both scans into your next reply. I will examine those and determine what our next step should be. If there is evidence of serious infection, you might have to open a new thread in the Virus, Trojan, Spyware and Malware Removal Logs Forum, but let's not get ahead of ourselves yet.

If I haven't responded to your reply in 24 hours, please send me a personal message.

Have a great day.

Regards,
-Phil


Graduate of the Bleeping Computer Malware Removal Study Hall





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