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I think I have a smart service virus-the requested resource in use.


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#1 emilyenorris

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Posted 26 December 2017 - 09:29 PM

I think my son's computer has a smart service virus.  It has been having audio advertisements coming from unidentified places along with other things.  When I tried to delete it, I found that I could not find it and when I tried to run antivirus programs, a "the requested resource is in use" message appears.  I even tried to completely erase the computer and the virus prevented me from doing that.  There is nothing on the computer that cant be erased. Thank you for your help. I have attached the logs.

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#2 Aura

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Posted 27 December 2017 - 08:17 AM

Hi emilyenorris :)

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? :)

Can you run a new scan with FRST, but this time, make sure to launch it with Admin Rights (right-click on the executable, and select Run as Administrator)).

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#3 emilyenorris

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Posted 27 December 2017 - 12:11 PM

I reran the scans with Admin Rights. Here they are. Thanks.

Attached Files



#4 Aura

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Posted 27 December 2017 - 03:26 PM

Looks like you're infected with an old variant of SmartService, so MBAR should be able to take care of it. Follow the instructions in the thread below. Make sure to download the MBAR version linked in it. Let me know if you're not able to launch it and run a scan.

https://forums.malwarebytes.com/topic/198907-requested-resource-is-in-use-error-unable-to-start-malwarebytes/

If you manage to run a scan, delete everything it finds, and then copy/paste the content of the mbar-log-DATE-(TIME).txt log that is located in the MBAR folder here after.

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#5 emilyenorris

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Posted 27 December 2017 - 05:20 PM

I get the requested resource is in use when I try to run it.

#6 Aura

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Posted 28 December 2017 - 07:53 AM

Are you able to launch the mbar.cmd (with Admin Rights) file inside the MBAR folder?

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#7 emilyenorris

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Posted 28 December 2017 - 07:56 PM

I have malwarebytes currently running. It keeps saying not responding and will then start working again. I had to use the command prompt in recovery mode to get it to work. I am so excited it is working. I will upload logs as soon as it is done. Thank you.

#8 Aura

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Posted 28 December 2017 - 08:10 PM

Awesome, I'll be waiting :)

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#9 emilyenorris

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Posted 28 December 2017 - 08:22 PM

It has been stuck at a certain spot for about an hour and says not responding. Should I keep on waiting?

#10 emilyenorris

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Posted 29 December 2017 - 02:44 AM

I tried running the program 4 times and each time it freezes up in the middle of the scan and at different points each time. Sorry.

#11 Aura

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Posted 29 December 2017 - 07:58 AM

Can you run a new scan with MBAR, but this time, uncheck System and Sector, just leave the Drivers checkbox checked.

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#12 emilyenorris

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Posted 29 December 2017 - 12:06 PM

That worked!

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#13 Aura

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Posted 29 December 2017 - 01:03 PM

Awesome! Now you should be able to install and run a scan with Malwarebytes.

j1Bynr2.pngMalwarebytes - Clean Mode
  • Download and install the free version of Malwarebytes
    Note: If you have Malwarebytes already installed, you don't need to install it again. Simply start from the next bullet point
  • Once Malwarebytes is installed, launch it and let it update his database. You might have to click on the little arrow by Scan Status in the middle right pane for it to do so
  • Once the database update is complete, click on the Scan tab, then select the Threat Scan button and click on Start Scan
  • Let the scan run, the time required to complete the scan depends of your system and computer specs
  • Once the scan is complete, make sure that the first checkbox at the top is checked (which will automatically check every detected item), then click on the Quarantine Selected button
    • If it asks you to restart your computer to complete the removal, do so
  • Click on Export Summary after the deletion (in the bottom-left corner) and select Copy to Clipboard. Paste the content in your next reply

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#14 emilyenorris

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Posted 30 December 2017 - 10:03 AM

Malwarebytes
www.malwarebytes.com
-Log Details-
Scan Date: 12/30/17
Scan Time: 2:52 AM
Log File: ba904e06-ed3e-11e7-9f94-204747e0841e.json
Administrator: Yes
-Software Information-
Version: 3.3.1.2183
Components Version: 1.0.262
Update Package Version: 1.0.3588
License: Trial
-System Information-
OS: Windows 10 (Build 15063.786)
CPU: x64
File System: NTFS
User: System
-Scan Summary-
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 366066
Threats Detected: 0
(No malicious items detected)
Threats Quarantined: 0
(No malicious items detected)
Time Elapsed: 45 min, 31 sec
-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect
-Scan Details-
Process: 0
(No malicious items detected)
Module: 0
(No malicious items detected)
Registry Key: 0
(No malicious items detected)
Registry Value: 0
(No malicious items detected)
Registry Data: 0
(No malicious items detected)
Data Stream: 0
(No malicious items detected)
Folder: 0
(No malicious items detected)
File: 0
(No malicious items detected)
Physical Sector: 0
(No malicious items detected)

(end)Malwarebytes
www.malwarebytes.com
-Log Details-
Scan Date: 12/30/17
Scan Time: 2:52 AM
Log File: ba904e06-ed3e-11e7-9f94-204747e0841e.json
Administrator: Yes
-Software Information-
Version: 3.3.1.2183
Components Version: 1.0.262
Update Package Version: 1.0.3588
License: Trial
-System Information-
OS: Windows 10 (Build 15063.786)
CPU: x64
File System: NTFS
User: System
-Scan Summary-
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 366066
Threats Detected: 0
(No malicious items detected)
Threats Quarantined: 0
(No malicious items detected)
Time Elapsed: 45 min, 31 sec
-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect
-Scan Details-
Process: 0
(No malicious items detected)
Module: 0
(No malicious items detected)
Registry Key: 0
(No malicious items detected)
Registry Value: 0
(No malicious items detected)
Registry Data: 0
(No malicious items detected)
Data Stream: 0
(No malicious items detected)
Folder: 0
(No malicious items detected)
File: 0
(No malicious items detected)
Physical Sector: 0
(No malicious items detected)

(end)Malwarebytes
www.malwarebytes.com
-Log Details-
Scan Date: 12/30/17
Scan Time: 2:52 AM
Log File: ba904e06-ed3e-11e7-9f94-204747e0841e.json
Administrator: Yes
-Software Information-
Version: 3.3.1.2183
Components Version: 1.0.262
Update Package Version: 1.0.3588
License: Trial
-System Information-
OS: Windows 10 (Build 15063.786)
CPU: x64
File System: NTFS
User: System
-Scan Summary-
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 366066
Threats Detected: 0
(No malicious items detected)
Threats Quarantined: 0
(No malicious items detected)
Time Elapsed: 45 min, 31 sec
-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect
-Scan Details-
Process: 0
(No malicious items detected)
Module: 0
(No malicious items detected)
Registry Key: 0
(No malicious items detected)
Registry Value: 0
(No malicious items detected)
Registry Data: 0
(No malicious items detected)
Data Stream: 0
(No malicious items detected)
Folder: 0
(No malicious items detected)
File: 0
(No malicious items detected)
Physical Sector: 0
(No malicious items detected)

(end)Malwarebytes
www.malwarebytes.com
-Log Details-
Scan Date: 12/30/17
Scan Time: 2:52 AM
Log File: ba904e06-ed3e-11e7-9f94-204747e0841e.json
Administrator: Yes
-Software Information-
Version: 3.3.1.2183
Components Version: 1.0.262
Update Package Version: 1.0.3588
License: Trial
-System Information-
OS: Windows 10 (Build 15063.786)
CPU: x64
File System: NTFS
User: System
-Scan Summary-
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 366066
Threats Detected: 0
(No malicious items detected)
Threats Quarantined: 0
(No malicious items detected)
Time Elapsed: 45 min, 31 sec
-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect
-Scan Details-
Process: 0
(No malicious items detected)
Module: 0
(No malicious items detected)
Registry Key: 0
(No malicious items detected)
Registry Value: 0
(No malicious items detected)
Registry Data: 0
(No malicious items detected)
Data Stream: 0
(No malicious items detected)
Folder: 0
(No malicious items detected)
File: 0
(No malicious items detected)
Physical Sector: 0
(No malicious items detected)

(end)

 



#15 emilyenorris

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Posted 30 December 2017 - 10:05 AM

The scan took a while to run, but quarantine took all day. It found approximately 25,000 malware.






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