Your PC/Device needs to be repaired Scam Removal Guide

  • September 14, 2016

What is Your PC/Device needs to be repaired Scam?

Skip this and learn how to remove Your PC/Device needs to be repaired Scam!

This guide is for the Your PC/Device needs to be repaired Tech Support Scam Trojan from the Trojan.Tech-Support-Scam family. When this infection is installed it will pretend show a fake Windows Blue Screen of Death that states that your PC or device needs to repaired and that the digital signature couldn't be verified. This fake crash screen will overlay the normal Windows screen so that you cannot access your desktop and programs.

  • Fake Crash Screen

The message is designed to scare you into the calling the listed 1-844-307-1890 phone number. If a victim calls the number they will be told that there could has a problem, is infected, or some other scare tactic in order to convince them to purchase unnecessary software and services. It goes without saying that you should not purchase anything from these people.

Thankfully it is not too difficult to remove this Trojan as you scan still access the Windows task manager to terminate the Nerta.exe process. Once you terminate the process, the crash screen will go away and you can start the Windows explorer and scan your computer for infections.

On a more technical side, you can also disable the fake crash screen by editing the %AppData%\st file and change the second line from True to False. Once you do that, the lock screen will eventually disappear.

The text of this fake crash screen is:

Your PC/Device needs to be repaired

The digital Signature for this File couldn't be verified.

File: \windows\syetm32\boot\winload.exe
Error code: 0xc0000428

The problem seems to be caused by the following file: atikmdag.sys

If this is the first time you've seen this stop error screen, restart your computer. If this screen appears again, follow these steps:

Check to make sure any new hardware or software is properly installed. If this is a new installation,You'll need to use recovery tools. If you don't have any installation media [like a disc or USB device), contact your PC administrator or PC/Device manufacturer on these numbers. The automated phone system will ask for your installation ID (IID). Some charges may be applied by local operators for toll-free numbers in certain countries or regions.

Toll free:
20200

Installation ID:

1 2 3 4 5 6 7 8 9
8870 9976 5897 8543 5038 1954 9825 3608 7216


Technical Information:

*** STOP: OxaOOOOOl (OXOOOOOOOOOOOOOOO5, OXOOOOOOOOOOOOOOOO, OXOOOOOOOOOOOOOOOO,OXOOOOOOOOOOOOOOOO)

*** atikmdag.sys - Address 0xfffff8800f2c97ce base at 0xfffff8800f2a2000

Press Enter to try again
Press F8 for Startup Settings

How did the Your PC/Device needs to be repaired Scam get on my computer?

It is important to note that this tech support scam is bundled with and installed by free programs that did not adequately disclose that other software would be installed along with it. Therefore, it is important that you pay close attention to license agreements and installation screens when installing anything off of the Internet. If an installation screen offers you Custom or Advanced installation options, it is a good idea to select these as they will typically disclose what other 3rd party software will also be installed. Furthermore, If the license agreement or installation screens state that they are going to install a toolbar or other unwanted adware, it is advised that you immediately cancel the install and not use the free software.

As you can see, this program was created purely to scare you into thinking your Windows installation has a problem so that you will then call the listed number. For no reason should you call this number and buy tech support services, and if you have, you should contact your credit card company and dispute the charges. Please use this guide to remove all remnants of this scam from your computer for free.

Your PC/Device needs to be repaired Scam Removal Options

Self Help Guide

This guide contains advanced information, but has been written in such a way so that anyone can follow it. Please ensure your data is backed up before proceeding.

If you are uncomfortable making changes to your computer or following these steps, do not worry! Instead you can get free one-on-one help by asking in the forums.

To remove Your PC/Device needs to be repaired Scam, follow these steps:

1

This removal guide may appear overwhelming due to the amount of the steps and numerous programs that will be used. It was only written this way to provide clear, detailed, and easy to understand instructions that anyone can use to remove this infection for free. Before using this guide, we suggest that you read it once and download all necessary tools to your desktop. After doing so, please print this page as you may need to close your browser window or reboot your computer.

2

Reboot your computer into Safe Mode with Networking using the instructions for your version of Windows found in the following tutorial:

How to start Windows in Safe Mode

When following the steps in the above tutorial, select Safe Mode with Networking rather than just Safe Mode. When the computer reboots into Safe Mode with Networking make sure you login with the username you normally use. When you are at your Windows desktop, please continue with the rest of the steps.

3

To terminate any programs that may interfere with the removal process we must first download the Rkill program. Rkill will search your computer for active malware infections and attempt to terminate them so that they wont interfere with the removal process. To do this, please download RKill to your desktop from the following link.

img
Rkill

When at the download page, click on the Download Now button labeled iExplore.exe. When you are prompted where to save it, please save it on your desktop.

4

Once it is downloaded, double-click on the iExplore.exe icon in order to automatically attempt to stop any processes associated with Your PC/Device needs to be repaired Scam and other malware. Please be patient while the program looks for various malware programs and ends them. When it has finished, the black window will automatically close and a log file will open. Please review the log file and then close so you can continue with the next step. If you have problems running RKill, you can download the other renamed versions of RKill from the rkill download page. All of the files are renamed copies of RKill, which you can try instead. Please note that the download page will open in a new browser window or tab.

Do not reboot your computer after running RKill as the malware programs will start again.

5

As Your PC/Device needs to be repaired Scam sometimes has a usable Uninstall entry that can be used to remove the program, we want to try that first. To do this, click on the Start button and then select Control Panel.

6

When in the Control Panel, double-click on one of the options below depending on your version of Windows

  1. For Windows XP double-click on the Add or Remove Programs icon.

  2. For Windows Vista, Windows 7, Windows 8, and Windows 10 double-click on the Uninstall Program option.
7

When the Add or Remove Programs or the Uninstall Program screen is displayed, please scroll through the list of programs and double-click on each of the entries listed in bold below to uninstall them.

nerta

When you double-click on the above entries to uninstall them, please follow the default prompts and allow it to remove all files and all configuration information related to this program. If any of the programs ask you to reboot your computer, do not allow it to reboot until you have uninstalled all of the programs listed above.

8

When you are done, you can close the Control Panel screens.

9

At this point you should download Zemana AntiMalware, or ZAM, in order to scan your computer for any any infections, adware, or potentially unwanted programs that may be present. Please download Zemana AntiMalware from the following location and save it to your desktop:

img
Zemana AntiMalware
10

Once downloaded, close all programs and open windows on your computer.

11

Now double-click on the icon on your desktop named Zemana.AntiMalware.Setup.exe. This will start the installation of Zemana AntiMalware onto your computer.

12

When the installation begins, keep following the prompts in order to continue with the installation process. Do not make any changes to default settings and when the program has finished installing, Zemana will automatically start and display the main screen.

13

You will now be at the main screen for Zemana AntiMalware as shown below.

Zemana AntiMalware

Above the Scan button, please change the scan type to Deep Scan and then click on the Scan button to start the malware removal scan.

14

Zemana AntiMalware will now start scanning your computer for malware, adware, and potentially unwanted programs. This process can take quite a while, so we suggest you do something else and periodically check on the status of the scan to see when it is finished.

Zemana AntiMalware Scan

15

When Zemana has finished finished scanning it will display a screen that displays any programs that have been detected. Please note that the items found may be different than what is shown in the image below.

Zemana AntiMalware Scan Results

Review the scan results and when you are ready to continue with the cleanup process, click on the Next button to delete or repair all of the the selected results. Once you click on the Next button, Zemana will remove any unwanted files and fix any modified legitimate files. If you receive a warning that Zemana needs to close your open browsers, please close any web browsers that may be open and then click on the OK button to continue.

Zemana will now create a System Restore Point and remove the detected files and repair any files that were modified.

16

When the process is complete, you will be shown a screen that says Completed. At this screen, you can now close the Zemana AntiMalware screen and continue with the rest of the instructions.

17

If your computer is still in Safe Mode with Networking, you can reboot your computer back to normal mode. Once your computer is rebooted and you are back at the desktop, you can proceed with the rest of the instructions.

18

Now please download AdwCleaner and save it to your desktop. AdwCleaner will scan your computer for adware programs that may have been installed on your computer without your knowledge. You can download AdwCleaner from the following URL:

img
AdwCleaner
19

When AdwCleaner has finished downloading, please double-click on the AdwCleaner.exe icon that now appears on your desktop. Once you double-click on the icon the AdwCleaner program will open and you will be presented with the program's license agreement. After you read it, click on the I agree button if you wish to continue. Otherwise, click on the I disagree button to close the program. If Windows prompts you as to whether or not you wish to run AdwCleaner, please allow it to run.

If you selected to continue, you will be presented with the start screen as shown below.

AdwCleaner Start Screen

20

Now click on the Scan button in AdwCleaner. The program will now start to search for known adware programs that may be installed on your computer. When it has finished it will display all of the items it has found in Results section of the screen above. Please look through the results and try to determine if the programs that are listed contain ones that you do not want installed. If you find programs that you need to keep, then uncheck the entries associated with them.

For many people, the contents of the Results section may appear confusing. Unless you see a program name that you know should not be removed,please continue with the next step.

21

To remove the adware programs that were detected in the previous step, please click on the Clean button on the AdwCleaner screen. AdwCleaner will now prompt you to save any open files or data as the program will need to close any open programs before it starts to clean.

Please save your work and then click on the OK button. AdwCleaner will now delete all detected adware from your computer. When it is done it will display an alert that explains what PUPs (Potentially Unwanted Programs) and Adware are. Please read through this information and then press the OK button. You will now be presented with an alert that states AdwCleaner needs to reboot your computer.

AdwCleaner Reboot Prompt

Please click on the OK button to let AdwCleaner reboot your computer.

22

When your computer reboots and you are logged in, AdwCleaner will automatically open a log file that contains the files, registry keys, and programs that were removed from your computer.

AdwCleaner Log

Please review this log file and then close the Notepad Window.

23

Now you should download HitmanPro from the following location and save it to your desktop:

img
HitmanPro

When you visit the above page, please download the version that corresponds to the bit-type of the Windows version you are using.

24

Once downloaded, double-click on the file named HitmanPro.exe (for 32-bit versions of Windows) or HitmanPro_x64.exe (for 64-bit versions of Windows). When the program starts you will be presented with the start screen as shown below.

HitmanPro Start Screen

Now click on the Next button to continue with the scan process.

25

You will now be at the HitmanPro setup screen. If you would like to install the 30 day trial for HitmanPro, select the Yes, create a copy of HitmanPro so I can regularly scan this computer (recommended) option. Otherwise, if you just want to scan the computer this one time, please select the No, I only want to perform a one-time scan to check this computer option.

Kickstart Setup Options

Once you have selected one of the options, please click on the Next button.

26

HitmanPro will now begin to scan your computer for infections, adware, and potentially unwanted programs. When it has finished it will display a list of all the items that Hitman has found as shown in the image below. Please note that the items found may be different than what is shown in the image.

MalwareBytes Scan Results

You should now click on the Next button to have HitmanPro remove the detected items. When it is done you will be shown a Removal Results screen that shows the status of the various programs that were removed. At this screen you should click on the Next button and then if prompted you should click on the Reboot button. If HitmanPro does not prompt you to reboot, please just click on the Close button.

Once your computer has has restarted or you pressed the Close button, you should now be at your Windows desktop.

27

As many malware and unwanted programs are installed through vulnerabilities found in out-dated and insecure programs, it is strongly suggested that you use Secunia PSI to scan for vulnerable programs on your computer. A tutorial on how to use Secunia PSI to scan for vulnerable programs can be found here:

How to detect vulnerable and out-dated programs using Secunia Personal Software Inspector

Your computer should now be free of the Your PC/Device needs to be repaired Scam program. If your current security solution allowed this program on your computer, you may want to consider purchasing the full-featured version of Zemana AntiMalware to protect against these types of threats in the future.

If you are still having problems with your computer after completing these instructions, then please follow the steps outlined in the topic linked below:

Preparation Guide For Use Before Using Malware Removal Tools and Requesting Help

Are Your Protected?

While Zemana AntiMalware & HitmanPro will scan and clean a computer for free, the free versions do not offer real-time protection. If you want to be fully protected at all times then it is recommended that you purchase a premium version.

img

Zemana AntiMalware

Purchase the full-featured version of Zemana AntiMalware, which includes second opinion malware scanner when other solutions do not work, cloud scanning, and super-fast scan time, to protect yourself against these types of threats in the future!


img

HitmanPro

Purchase the full-featured version of HitmanPro, which includes discover viruses, trojans, rootkits, spyware and other malware on up-to-date and fully protected computers using cloud protection and behavioral detections, to protect yourself against these types of threats in the future!

Disclaimer: While we do earn a commission from the sale of the above products, rest assured we only recommend them due to their effectiveness.

View Associated Your PC/Device needs to be repaired Scam Files

C:\Program Files (x86)\Stlr\ C:\Program Files (x86)\Stlr\nerta\ C:\Program Files (x86)\Stlr\nerta\bto.ico C:\Program Files (x86)\Stlr\nerta\Caliburn.Micro.dll C:\Program Files (x86)\Stlr\nerta\Caliburn.Micro.pdb C:\Program Files (x86)\Stlr\nerta\Caliburn.Micro.xml C:\Program Files (x86)\Stlr\nerta\Comparers.dll C:\Program Files (x86)\Stlr\nerta\Garlic.dll C:\Program Files (x86)\Stlr\nerta\Garlic.pdb C:\Program Files (x86)\Stlr\nerta\InstallUtil.InstallLog C:\Program Files (x86)\Stlr\nerta\Ionic.Zip.Reduced.dll C:\Program Files (x86)\Stlr\nerta\LedControl.dll C:\Program Files (x86)\Stlr\nerta\log.txt C:\Program Files (x86)\Stlr\nerta\LoggingControl.dll C:\Program Files (x86)\Stlr\nerta\Microsoft.Win32.TaskScheduler.dll C:\Program Files (x86)\Stlr\nerta\Microsoft.Windows.Shell.dll C:\Program Files (x86)\Stlr\nerta\nerta.exe C:\Program Files (x86)\Stlr\nerta\nerta.exe.config C:\Program Files (x86)\Stlr\nerta\nertacs.exe C:\Program Files (x86)\Stlr\nerta\nertacs.exe.config C:\Program Files (x86)\Stlr\nerta\nertacs.InstallLog C:\Program Files (x86)\Stlr\nerta\nertastarter.exe C:\Program Files (x86)\Stlr\nerta\nertastarter.exe.config C:\Program Files (x86)\Stlr\nerta\Newtonsoft.Json.dll C:\Program Files (x86)\Stlr\nerta\Newtonsoft.Json.xml C:\Program Files (x86)\Stlr\nerta\nrtupdates.exe C:\Program Files (x86)\Stlr\nerta\nrtupdates.exe.config C:\Program Files (x86)\Stlr\nerta\PDSA.Common.dll C:\Program Files (x86)\Stlr\nerta\System.Windows.Interactivity.dll C:\Program Files (x86)\Stlr\nerta\System.Windows.Interactivity.xml C:\Program Files (x86)\Stlr\nerta\testwcf.exe C:\Program Files (x86)\Stlr\nerta\testwcf.exe.config C:\Program Files (x86)\Stlr\nerta\UrlHistoryLibrary.dll %UserProfile%\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup\Nerta.lnk %UserProfile%\AppData\Roaming\st C:\Windows\System32\Tasks\nerta

File Location Notes:

%UserProfile% refers to the current user's profile folder. By default, this is C:\Documents and Settings\<Current User> for Windows 2000/XP, C:\Users\<Current User> for Windows Vista/7/8, and c:\winnt\profiles\<Current User> for Windows NT.

View Associated Your PC/Device needs to be repaired Scam Registry Information

HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Tasks\{875A84EA-06C9-41D4-8B0B-648010E5DDE1} HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Tree\nerta HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\nerta HKLM\SYSTEM\CurrentControlSet\services\nrtService

This is a self-help guide. Use at your own risk.

BleepingComputer.com can not be held responsible for problems that may occur by using this information. If you would like help with any of these fixes, you can ask for malware removal assistance in our Virus,Trojan,Spyware, and Malware Removal Logs forum.

If you have any questions about this self-help guide then please post those questions in our Am I infected? What do I do? and someone will help you.

Login

Remember Me
Sign in anonymously