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Ransomeware - called fake MS # - cannot get normal sign on screen


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#1 tryn2learn

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Posted 16 December 2016 - 08:15 PM

Owners husband was surfing web, got the fake MS notice his machine was infected. He called the fake Microsoft number and let the person take control of laptop.  He called me on another phone and I had him shut down the pc,  Now it will not go to normal Windows 7 sign on window.  Shows a small log on for admin with password.  Did a ctrl-alt-del and somehow got to regular logon.  I think the ransomware is on this machine.  Am following steps per link provided by Bleepin' Janitor.

 

Any help would be greatly appreciated.  I don't want to have to do a clean install.

 

Many thanks.

TryN

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#2 nasdaq

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Posted 17 December 2016 - 10:06 AM

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.
===

Nothing suspicious was found on your logs.

Run this fix to remove these registry items.
===

Press the windows key Windows_Logo_key.gif+ r on your keyboard at the same time. This will open the RUN BOX.
Type Notepad and and click the OK key.

Please copy the entire contents of the code box below to a new file.


Start

CreateRestorePoint:
EmptyTemp:
CloseProcesses:

HKLM-x32\...\Run: [] => [X]
HKU\S-1-5-21-3322805453-3802800047-85473926-1000\...\Run: [Google Update] => C:\Users\Donnelly\AppData\Local\Google\Update\1.3.32.7\GoogleUpdateCore.exe [601752 2016-12-16] (Google Inc.)
SearchScopes: HKU\S-1-5-21-3322805453-3802800047-85473926-1000 -> DefaultScope {AFBCB7E0-F91A-4951-9F31-58FEE57A25C4} URL = hxxps://nortonsafe.search.ask.com/web?q={searchTerms}&o=APN11913&l=dis&prt=NSBU&chn=1000820&geo=US&ver=22&locale=en_US&gct=kwd&qsrc=2869
SearchScopes: HKU\S-1-5-21-3322805453-3802800047-85473926-1000 -> {AFBCB7E0-F91A-4951-9F31-58FEE57A25C4} URL = hxxps://nortonsafe.search.ask.com/web?q={searchTerms}&o=APN11913&l=dis&prt=NSBU&chn=1000820&geo=US&ver=22&locale=en_US&gct=kwd&qsrc=2869
FF SearchPlugin: C:\Users\Donnelly\AppData\Roaming\Mozilla\Firefox\Profiles\u0ti2c9l.default\searchplugins\safesearch.xml [2014-09-08]
FF Plugin: @microsoft.com/GENUINE -> disabled [No File]
FF Plugin-x32: @microsoft.com/GENUINE -> disabled [No File]
S3 NAVENG; \??\C:\Program Files (x86)\Norton 360\NortonData\22.5.0.124\Definitions\SDSDefs\20160704.008\ENG64.SYS [X]
S3 NAVEX15; \??\C:\Program Files (x86)\Norton 360\NortonData\22.5.0.124\Definitions\SDSDefs\20160704.008\EX64.SYS [X]
CustomCLSID: HKU\S-1-5-21-3322805453-3802800047-85473926-1000_Classes\CLSID\{59B55F04-DE14-4BB8-92FF-C4A22EF2E5F4}\InprocServer32 -> C:\Users\Donnelly\AppData\Local\Google\Update\1.3.31.5\psuser_64.dll => No File

End
Save the file as fixlist.txt in the same folder where the Farbar tool is running from.
The location is listed in the 3rd line of the Farbar log you have submitted.

Run FRST and click Fix only once and wait.

Restart the computer normally to reset the registry.

The tool will create a log (Fixlog.txt) please post it to your reply.

Please let me know what problem persists with this computer.

#3 tryn2learn

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Posted 17 December 2016 - 11:00 AM

Thank you Nasdaq.

 

Tried to run per your directions and the first thing that happened was the Norton Firewall wanted me to accept the FRST program.  I did, and it started running.  Then it stopped responding and popped up that it could not complete.  And of course all the windows started opening wanting MS to find a solution to the problem.  Everything closed down and I am now at the desktop again. 

 

Should I try to run this again?

 

Thanks much,

TryN



#4 tryn2learn

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Posted 17 December 2016 - 11:04 AM

Started the process again.  This time it worked.  Will send file of fixlog.txt in a minute.



#5 tryn2learn

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Posted 17 December 2016 - 11:14 AM

OK, it worked this time.  I think there were too many updates coming in all at once.  I have no idea what all they have loaded on this thing. 

 

Any way, it did the new restore point, saved the fixlog.txt, and now updates are coming in like crazy.  Could not find a way with this message box to attach the file, so it's a copy/paste

 

I cannot thank you enough for all your help.

 

TryN

 

Fix result of Farbar Recovery Scan Tool (x64) Version: 17-12-2016
Ran by Donnelly (17-12-2016 11:01:40) Run:2
Running from C:\Users\Donnelly\Downloads
Loaded Profiles: Donnelly (Available Profiles: Donnelly & Jacob & Alyssa)
Boot Mode: Normal
==============================================

fixlist content:
*****************
Start

CreateRestorePoint:
EmptyTemp:
CloseProcesses:

HKLM-x32\...\Run: [] => [X]
HKU\S-1-5-21-3322805453-3802800047-85473926-1000\...\Run: [Google Update] => C:\Users\Donnelly\AppData\Local\Google\Update\1.3.32.7\GoogleUpdateCore.exe [601752 2016-12-16] (Google Inc.)
SearchScopes: HKU\S-1-5-21-3322805453-3802800047-85473926-1000 -> DefaultScope {AFBCB7E0-F91A-4951-9F31-58FEE57A25C4} URL = hxxps://nortonsafe.search.ask.com/web?q={searchTerms}&o=APN11913&l=dis&prt=NSBU&chn=1000820&geo=US&ver=22&locale=en_US&gct=kwd&qsrc=2869
SearchScopes: HKU\S-1-5-21-3322805453-3802800047-85473926-1000 -> {AFBCB7E0-F91A-4951-9F31-58FEE57A25C4} URL = hxxps://nortonsafe.search.ask.com/web?q={searchTerms}&o=APN11913&l=dis&prt=NSBU&chn=1000820&geo=US&ver=22&locale=en_US&gct=kwd&qsrc=2869
FF SearchPlugin: C:\Users\Donnelly\AppData\Roaming\Mozilla\Firefox\Profiles\u0ti2c9l.default\searchplugins\safesearch.xml [2014-09-08]
FF Plugin: @microsoft.com/GENUINE -> disabled [No File]
FF Plugin-x32: @microsoft.com/GENUINE -> disabled [No File]
S3 NAVENG; \??\C:\Program Files (x86)\Norton 360\NortonData\22.5.0.124\Definitions\SDSDefs\20160704.008\ENG64.SYS [X]
S3 NAVEX15; \??\C:\Program Files (x86)\Norton 360\NortonData\22.5.0.124\Definitions\SDSDefs\20160704.008\EX64.SYS [X]
CustomCLSID: HKU\S-1-5-21-3322805453-3802800047-85473926-1000_Classes\CLSID\{59B55F04-DE14-4BB8-92FF-C4A22EF2E5F4}\InprocServer32 -> C:\Users\Donnelly\AppData\Local\Google\Update\1.3.31.5\psuser_64.dll => No File

End
*****************

Restore point was successfully created.
Processes closed successfully.
HKLM\Software\WOW6432Node\Microsoft\Windows\CurrentVersion\Run\\ => value not found.
HKU\S-1-5-21-3322805453-3802800047-85473926-1000\Software\Microsoft\Windows\CurrentVersion\Run\\Google Update => value not found.
HKU\S-1-5-21-3322805453-3802800047-85473926-1000\SOFTWARE\Microsoft\Internet Explorer\SearchScopes\\DefaultScope => value not found.
HKU\S-1-5-21-3322805453-3802800047-85473926-1000\SOFTWARE\Microsoft\Internet Explorer\SearchScopes\{AFBCB7E0-F91A-4951-9F31-58FEE57A25C4} => key not found.
HKCR\CLSID\{AFBCB7E0-F91A-4951-9F31-58FEE57A25C4} => key not found.
"C:\Users\Donnelly\AppData\Roaming\Mozilla\Firefox\Profiles\u0ti2c9l.default\searchplugins\safesearch.xml" => not found.
HKLM\Software\MozillaPlugins\@microsoft.com/GENUINE => key not found.
HKLM\Software\Wow6432Node\MozillaPlugins\@microsoft.com/GENUINE => key not found.
NAVENG => service could not remove
NAVEX15 => service could not remove
"HKU\S-1-5-21-3322805453-3802800047-85473926-1000_Classes\CLSID\{59B55F04-DE14-4BB8-92FF-C4A22EF2E5F4}" => key removed successfully

=========== EmptyTemp: ==========

BITS transfer queue => 12582912 B
DOMStore, IE Recovery, AppCache, Feeds Cache, Thumbcache, IconCache => 2288511 B
Java, Flash, Steam htmlcache => 527 B
Windows/system/drivers => 112941572 B
Edge => 0 B
Chrome => 0 B
Firefox => 12654960 B
Opera => 0 B

Temp, IE cache, history, cookies, recent:
Users => 0 B
Default => 3312 B
Public => 0 B
ProgramData => 0 B
systemprofile => 66356 B
systemprofile32 => 66356 B
LocalService => 204680 B
NetworkService => 0 B
Donnelly => 4120575 B
Jacob => 59191 B
Alyssa => 42845 B

RecycleBin => 0 B
EmptyTemp: => 138.3 MB temporary data Removed.

================================


The system needed a reboot.

==== End of Fixlog 11:02:38 ====



#6 nasdaq

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Posted 18 December 2016 - 08:24 AM

If all is well.

To learn more about how to protect yourself while on the internet read this little guide best security practices keep safe.
http://www.bleepingcomputer.com/forums/t/407147/answers-to-common-security-questions-best-practices/

#7 tryn2learn

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Posted 18 December 2016 - 09:09 AM

 A big thank you.  Think having him shut down and not key in the code the 'so called tech' ask him to do saved his computer!

 

Thank you again Nasdaq!  :)






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