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Unknown trouble, antivirus not running, suspicious processes


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15 replies to this topic

#1 Nj5555

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Posted 01 September 2017 - 05:51 PM

Hi all,

Trying to solve a problem with my Windows laptop. A few weeks ago I noticed I couldn't run Avira Free Antivirus, and this raised suspicion. The Windows Security Center was also disabled and I couldn't use the search function from the start menu. I also noticed that many Service Host processes were running (which didn't seem normal). I tried to combat this by running RKill and Malwarebytes, and although RKill highlighted some things, Malwarebytes didn't remove or quarantine anything.

I recently decided to factory reset the laptop, as I didn't need any of the files on it, and hoped that it would blast whatever might be causing the problems. However, Avira still won't run, although RKill didn't highlight anything. I have attached the Farbar text files. Please note that the dates on the logs are incorrect due to the factory reset.

Any help would be greatly appreciated,

Thanks for your time,

-Nathan

Attached Files



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#2 Aura

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Posted 01 September 2017 - 07:23 PM

Hi Nj5555 :)

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? :)

I doubt you're still infected if you just did a Facotry Reset on your laptop. First of all, let's upgrade to Windows 10 CU and see how it goes after.

Download and run the Windows 10 Media Creation Tool, and use the Upgrade now option.

https://www.microsoft.com/en-ca/software-download/windows10

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#3 Nj5555

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Posted 01 September 2017 - 08:22 PM

Hi Aura,

Thanks for the quick reply. Downloaded and followed instructions, all was going well but I then ran into error 0x8007043c. I've cancelled the update and will wait on your next reply. I won't see it until the 'real morning' here as I'm going to bed.

-Nathan



#4 Aura

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Posted 04 September 2017 - 11:30 AM

At which step of the installation do you get that error message exactly?

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#5 Nj5555

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Posted 04 September 2017 - 04:05 PM

Hi Aura,

On repeating the update, the Update Assistant says:

'Getting your update ready
Verifying download. Please wait.'

The 'Percent complete' bar will go to 100%, but immediately afterwards switches to a screen saying 'Something went wrong' and displaying the error code as before.

-Nathan



#6 Aura

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Posted 04 September 2017 - 04:07 PM

If you try to search and download Windows Updates normally, does it works?

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#7 Nj5555

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Posted 04 September 2017 - 04:23 PM

Hi Aura,

Typing 'Windows Update Settings' from the Start menu will allow me to click on the Update and Security section of the settings, but the screen is plain white with small loading dots at the top of the page, even with a long waiting time. I also notice that Search Indexing is turned off and cannot be turned back on, which is a symptom I saw before the factory reset.

-Nathan



#8 Aura

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Posted 06 September 2017 - 07:27 AM

Can you attach the two logs below so I can review them?
C:\$Windows.~BT\Sources\panther\setupact.log
C:\$Windows.~BT\Sources\panther\setuperr.log

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#9 Nj5555

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Posted 06 September 2017 - 04:41 PM

Hi Aura,

The two logs I'm attaching are hopefully the ones you were asking for. I tried to search for exactly what you put in but search indexing is off this was very slow and provided no results anyway. If these aren't the correct logs I'll try again.

-Nathan

Attached Files



#10 Aura

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Posted 08 September 2017 - 07:43 PM

They are the good ones, but the setuperr.log is really small. Only 2 lines. Are you able to attempt the upgrade once more and when it fails, attach these 2 files (new copies) again? Hopefully the setuperr.log will have more logging this time.

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#11 Aura

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Posted 11 September 2017 - 07:29 AM

Hi Nj5555,

Are you still with me?

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#12 Nj5555

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Posted 11 September 2017 - 10:50 AM

Hi Aura,

Here are the logs after attempting the update again. I'm not sure that they're any different.

-Nathan

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#13 Aura

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Posted 11 September 2017 - 10:54 AM

They aren't, same error.

Since your issue isn't really malware-related (looking at your logs, I see no signs of infection whatsoever), you would get better support for your issue in the Windows 10 Support section, so I suggest that you open a thread there instead:

https://www.bleepingcomputer.com/forums/f/229/windows-10-support/

Make sure to attach these two logs (SetupAct.log, setuperr.log) as the helpers there may need them.

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#14 Nj5555

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Posted 11 September 2017 - 11:32 AM

Hi Aura,

Okay, thank you for your help with my issue. I've opened a topic there and hopefully I can find a solution to my problem.

All the best,

-Nathan



#15 Aura

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Posted 11 September 2017 - 11:35 AM

No problem Nathan, good luck :)

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