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Norton Can't Finish Full Scan, Heuristic Virus


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#1 ailios

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Posted 03 May 2016 - 08:40 AM

Norton 360 can't finish a full scan. It detects a heuristic virus, continues to scan, but at some point after that gets stuck and won't finish the scan. I've rebooted and restarted the scan a few times. It doesn't stop at the same place. Always different number of items scanned and different file name under scan in progress. When I have Norton 360 do a quick scan it comes back clear. 

 

I tried ESET and it did remove a few things. Attached is that log. I ran Malwarebytes and it came back clear. I tried Norton again but same problem. Finds a heuristic virus but doesn't finish the scan job. 

Attached Files


Edited by ailios, 03 May 2016 - 08:43 AM.


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#2 nasdaq

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Posted 03 May 2016 - 02:20 PM

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.
===


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  • Once MBAM opens, when it says Your databases are out of date, click the Fix Now button.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).
  • The scan may take some time to finish,so please be patient.
  • If potential threats are detected, ensure that Quarantine is selected as the Action for all the listed items, and click the Apply Actions button.
  • 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 MY REVIEW.

Note:
If MBAM encounters a file that is difficult to remove, you will be presented with 1 of 2 prompts.
Click OK to either and let MBAM proceed with the disinfection process.
If asked to restart the computer, please do so immediately.

===

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 LogFile 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:\AdwCleanerCx.txt (x is a number).
===

Download the 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.

How to attach a file to your reply:
In the Reply section in the bottom of the topic Click the "more reply Options" button.
attachlogs.png

Attach the file.
Select the "Choose a File" navigate to the location of the File.
Click the file you wish to Attach.

Click the Add reply button.
===


Please post the logs.

Let me know what problems persists.

#3 ailios

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Posted 04 May 2016 - 12:02 AM

Attached are the log files for Malwarebytes and Adwcleaner.

 

Norton 360 refuses to allow me to run the frst64.exe file. Every time it comes up as being unsafe, having a bad reputation. I tell Norton to allow it but it just keeps blocking the file from running. Not sure what to do about that. I tried downloading it again which gave it a slightly different name of frst64(1).exe. This time Windows 10 gives me an error that says, "Windows SmartScreen prevented an unrecognized app from starting. Running this app might put your PC at risk."

 

Update: I ran the Norton 360 full scan again. Same problem. 

Attached Files


Edited by ailios, 04 May 2016 - 12:22 AM.


#4 nasdaq

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Posted 04 May 2016 - 06:51 AM

Restore the Farbar file from the Norton Quarantine folder.

https://support.norton.com/sp/en/us/home/current/solutions/v54276523_nis_mac_retail_6_en_us

You should then be able to run it.

#5 ailios

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Posted 04 May 2016 - 08:24 PM

That's what I thought. I would permit the file in one way, then it would block in an apparently new way, repeating. At some point I did restore from quarantine. That's when Windows SmartScreen blocked me from running the file and I gave up trying. Could there actually be something wrong with the file?



#6 nasdaq

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Posted 05 May 2016 - 07:09 AM


Turn off the Windows Smart screen.

http://www.howtogeek.com/75356/how-to-turn-off-or-disable-the-smartscreen-filter-in-windows-8/

Run the AdwCleaner tool and post the log.

It's your call if you want to restore the SmartScreen.

#7 nasdaq

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Posted 11 May 2016 - 07:51 AM

Are you still with me?




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