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Smart Service


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#1 uohajekwe19

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Posted 01 April 2017 - 12:42 PM

I believe I have a Smart Service Trojan. When I try to open my anti virus software I get "the requested resource is in use". To confound the problem more it has prevented me from using my internet. What do I do?


P.S. If I have broken any rules I apologize. I am new here and in a rush to get this problem fixed


Thanks
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#2 Aura

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Posted 01 April 2017 - 12:49 PM

Hi Uzo :)

My name is Aura and I'll be assisting you with your malware issue. Since we'll be working together, you can call me Aura or Yoan, which is my real name, it's up to you! Now that we've broke the ice, I'll just ask you a few things during the time we'll be working together to clean your system and get it back to an operational state.
  • As you'll notice, the logs we are asking for here are quite lenghty, so it's normal for me to not reply exactly after you post them. This is because I need some time to analyse them and then act accordingly. However, I'll always reply within 24 hours, 48 hours at most if something unexpected happens;
  • As long as I'm assisting you on BleepingComputer, in this thread, I'll ask you to not seek assistance anywhere else for any issue related to the system we are working on. If you have an issue, question, etc. about your computer, please ask it in this thread and I'll assist you;
  • The same principle applies to any modifications you make to your system, I would like you to ask me before you do any manipulations that aren't in the instructions I posted. This is to ensure that we are operating in sync and I know exactly what's happening on your system;
  • If you aren't sure about an instruction I'm giving you, ask me about it. This is to ensure that the clean-up process goes without any issue. I'll answer you and even give you more precise instructions/explanations if you need. There's no shame in asking questions here, better be safe than sorry!;
  • If you don't reply to your thread within 3 days, I'll bump this thread to let you know that I'm waiting for you. If you don't reply after 5 days, it'll be closed. If you return after that period, you can send me a PM to get it unlocked and we'll continue where we left off;
  • Since malware can work quickly, we want to get rid of them as fast as we can, before they make unknown changes to the system. This being said, I would appreciate if you could reply to this thread within 24 hours of me posting. This way, we'll have a good clean-up rhythm and the chances of complications will be reduced;
  • I'm against any form of pirated, illegal and counterfeit software and material. So if you have any installed on your system, I'll ask you to uninstall them right now. You don't have to tell me if you indeed had some or not, I'll give you the benefit of the doubt. Plus, this would be against BleepingComputer's rules;
  • In the end, you are the one asking for assistance here. So if you wish to go a different way during the clean-up, like format and reinstall Windows, you are free to do so. I would appreciate you to let me know about it first, and if you need, I can also assist you in the process;
  • I would appreciate if you were to stay with me until the end, which means, until I declare your system clean. Just because your system isn't behaving weirdly anymore, or is running better than before, it doesn't mean that the infection is completely gone;
    This being said, I have a full time job so sometimes it'll take longer for me to reply to you. Don't worry, you'll be my first priority as soon as I get home and have time to look at your thread;
This being said, it's time to clean-up some malware, so let's get started, shall we? :)

Follow the instructions in the article below to download and run a scan with MBAR. Make sure to click on the "Update" button to update the database prior to launching the scan.

https://support.malwarebytes.com/customer/portal/articles/2097176?b_id=6400

Once the scan complete, and the computer rebooted, grab the log in the MBAR folder (it starts with mbar-log) and copy/paste its content here.

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#3 uohajekwe19

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Posted 01 April 2017 - 12:54 PM

Hi Aura:

I can't really download anything because I can't use my Internet on my computer. I'm using my iPad to contact you.

#4 Aura

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Posted 01 April 2017 - 12:57 PM

Do you have access to another computer and a USB Flash Drive? Sadly, this infection cannot be removed without special tools/programs. I have never tried it, but I think you can download files on your iPad, then plug it on your computer, access it and grab the files from there. Have you ever done that before?

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#5 uohajekwe19

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Posted 01 April 2017 - 01:04 PM

I have many times.

#6 Aura

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Posted 01 April 2017 - 01:11 PM

Awesome. In that case, download this MBAR.zip archive, and follow the instructions from the article I linked previously. There is no need to update it as this one is already updated with the definitions to detect and remove the infection you're currently affected with. You can then email yourself the MBAR log afterwards and copy/paste it here, or attach it from your iPad (transfer it on your iPad via email or your computer via USB).

https://www.dropbox.com/s/t87psxu30nn87l0/mbar-1.09.3.1001.zip?dl=0

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#7 uohajekwe19

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Posted 01 April 2017 - 01:19 PM

Aura, I have done this but I cannot open the mbar.cmd file. It gives the error "The specified module could not be found."



#8 Aura

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Posted 01 April 2017 - 01:24 PM

Here, try this one instead then.

https://www.dropbox.com/s/fmx8q8vnrcgd3vw/mbar-1.09.3.1001.zip?dl=0

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#9 uohajekwe19

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Posted 01 April 2017 - 01:31 PM

Unfortunately, still not working. Its a RunDLL error


Edited by uohajekwe19, 01 April 2017 - 01:33 PM.


#10 Aura

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Posted 01 April 2017 - 01:36 PM

Alright. In that case, before we move on to a more complicated solution, I would like to try a solution from Zemana that we've been asked to test. Download the Zemana Portable program below, and use it to launch a scan on your system. Delete every threats it detects, and copy/paste the content of the log here after.

http://dl12.zemana.com/tmp/Zemana.AntiMalware.Portable-unsigned.exe

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#11 uohajekwe19

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Posted 01 April 2017 - 01:45 PM

This does not work either. It says, "The version of this file is not compatible with the version of Windows you're running." Before we start the more complicated solution, I rediscovered a backup that I made before my computer got infected. If there is anyway we can use that, let me know.



#12 Aura

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Posted 01 April 2017 - 01:48 PM

Are you running Windows 32 or 64-bit?

By back-up, do you mean a system image?

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#13 uohajekwe19

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Posted 01 April 2017 - 01:59 PM

I am running Windows 64 bit. I'm not exactly sure what a system image is, but I think it is. The people who make it (HP) refer to it as a recovery image.



#14 Aura

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Posted 01 April 2017 - 02:15 PM

A Recovery Image might be an OEM one. Which means it'll restore your system to the state it was when you bought it. Feel free to restore from that back up though, we'll see what it gives.

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#15 uohajekwe19

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Posted 01 April 2017 - 03:08 PM

Aura, it worked. The only downside is that like you said, it went to factory settings, so I have to download all my anti virus software again.

 

Thanks for all your help and I wish you luck in future endeavors. 






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