Avast WEBforum
Other => Viruses and worms => Topic started by: Svengo42 on April 11, 2013, 09:40:05 PM
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Hello and thanks for the time to read and reply. My moms computer is infected with a "win32.downloader.gen malwareC" (according to spybot). Attempts to get rid of it via spybot and her norton have failed. I am assuming this is the issue and it causing her computer to freeze when I am trying to click on/open/use programs on her computer, slowing down her internet, etc. She uses windows vista and firefox. I am using my own personal computer to attempt to fix hers.
I have seen many threads on here where the help has been given and worked. Any help would be appreciated greatly. Thank you.
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spybot is waste of disk space
have you uploaded the detected file to www.virustotal.com and tested it with 40+ malware scanners
post link to scan result here
follow this guide and attach the requested logs....not copy and paste. http://forum.avast.com/index.php?topic=53253.0
AdwCleaner
Malwarebytes
OTL
aswMBR
when done a removal expert will be notified and help you
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I am unsure of the virustotal website which you mentioned (how to use it I mean). Here are all the attached logs from my moms computer that I was given.
I hope I did this right...Let me know if i forgot any attachments. Thank you for your help.
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I am unsure of the virustotal website which you mentioned (how to use it I mean)
you click the "choose file" button on the website and browse your way to the file in the computer
it will then be uploaded and scanned
video. http://m.youtube.com/watch?v=fIah2W4Opxk
malware removers are notified
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your AdwCleaner log say search.....did you run it and click delete button to remove the crap files?
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Yes, but I can do it again if you need a new document.
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Here is the file after the computer restarted.
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Also, after running all the programs you told me to, the computer is still not allowing access to programs example: clicking on a hoyle card game shes played before makes the mouse turn into the circle thing like its loading then i have to force restart the computer via the power button.
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the removal expert will inspect your logs tomorrow for any infections, and create a fix if needed ;)
they are usually here after work hours european time
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Hi could you screen print the spybot detection please so that I can see what it is finding
Warning This fix is only relevant for this system and no other, using on another computer may cause problems
Be advised that when the fix commences it will shut down all running processes and you may lose the desktop and icons, they will return on reboot
Run OTL
- Under the Custom Scans/Fixes box at the bottom, paste in the following
(https://dl.dropbox.com/u/73555776/OTL_Fix.GIF)
:OTL
IE - HKU\S-1-5-21-2182276566-3117868703-1946683546-1000\..\SearchScopes\{EE26E25B-B797-466E-B32D-E9EF466AA2B6}: "URL" = http://search.conduit.com/ResultsExt.aspx?q={searchTerms}&SearchSource=4&ctid=CT3279141&CUI=UN10363365049717619
:Commands
[resethosts]
[emptytemp]
[CREATERESTOREPOINT]
[Reboot]- Then click the Run Fix button at the top
- Let the program run unhindered, reboot the PC when it is done
- Open OTL again and click the Quick Scan button. Post the log it produces in your next reply.
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I ran the fix but the program became unresponsive when i reached:
[emptytemp]
[CREATERESTOREPOINT]
[Reboot]
Rebooted and ran the quick scan (see attached) and spybot detected nothing (see attached)
I am heading to work now and will not be back on here until 830p est. I do appreciate all the help you are giving me and my mom in attempts to help resolve the issues. :D
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OTL probably appeared unresponsive as at that stage it was emptying all your temporary files.. How is the computer now ?
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It is still acting up. When she clicks to open a program, it will still do the load mouse thing when she clicks on a program and she told me that today her computer went to sleep and when she tried to 'wake it up' the screen stayed black and she had to manually turn it off.
The computer works fine in safe mode, but not in the regular mode. I dont know if that will help or not in solving this problem. And again, thank you very much for all of your help and guidance in this process.
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OK lets try the "safe mode " in normal windows and see if we can determine which driver is causing the problem
Next we will check for driver conflicts
Step 1: Start MSConfig
Click Start, type msconfig in the Start Search box, and then press ENTER.
If you are prompted for an administrator password or for a confirmation, type the password, or provide confirmation.
Step 2: Configure Selective Startup options
1.In the System Configuration Utility dialog box, click Selective Startup on the General tab.
(https://dl.dropbox.com/u/73555776/Cleanboot1.JPG)
2.Click to clear the Load Startup Items check box.
Note The Use Original Boot.ini check box is unavailable.
3.Click the Services tab.
(https://dl.dropbox.com/u/73555776/cleanboot2.JPG)
4.Click to select the Hide All Microsoft Services check box.
5.Click Disable All, and then click OK.
6. When you are prompted, click Restart.
Once back in windows does the problem still occur ?
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A quick question before I try this, it wont delete/get rid of any of her programs (like her family tree stuffs or games) right?
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Nope all this does is start windows in normal mode with no third party drivers so if it is them causing the problem windows should start OK
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I did what you recommended and will have her fiddle around on her computer today while I am at work. I will let you know how it goes when I get home (9pm est).
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She was able to play her game fine, but when she clicked on the internet (firefox logo on the toolbar) it did the load mouse thing again and she was forced to manually restart her computer (with the power button).
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Does she experience the same problem with IE ?
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She said that where it will let her play her game for a little while then freeze, it will freeze while she moves files or delete them, it freezes when on the internet. She also said that she tried to switch to safe mode and when she highlighted the option (after resetting her computer manually) and hit enter it would go to regular windows mode. I am wondering if it is possible that this may be a hardware issue.
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That would be my assessment as a lack of malware and random freezes are indicative of that
Has she yet tried the clean boot ?
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She hasnt tried a clean boot, but I wont lie, I have no clue what that even is... :-\
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See my post 13
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Sorry about that ^.^ Yes, we did try that yesterday.
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And even with a clean boot the problems still occurred ?
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Yes it is. :\ I appreciate (and I know I've said this over and over again but its true) ALL the help you've given thus far.
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Hmm thinking back I had one like this the other day where there was a temporary folder with over a Gb of data in it
Clear Cache/Temp Files
Download TFC by OldTimer (http://oldtimer.geekstogo.com/TFC.exe) to your desktop
- Please double-click TFC.exe to run it. (Note: If you are running on Vista, right-click on the file and choose Run As Administrator).
- It will close all programs when run, so make sure you have saved all your work before you begin.
- Click the Start button to begin the process. Depending on how often you clean temp files, execution time should be anywhere from a few seconds to a minute or two. Let it run uninterrupted to completion.
- Once it's finished it should reboot your machine. If it does not, please manually reboot the machine yourself to ensure a complete clean.
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Ran the TFC and it still froze on her when she was playing a game. We rebooted the computer and switched it over to safe mode with networking, which did not load windows in safe mode, but regularly instead. I uninstalled the two games she had which freeze when she plays them (although before this problem started she had them on her computer and played them with no issues). I told her to test out her computer. Shes playing angry birds to see if it freezes during that. I have work so I wont reply with the results until later this evening.
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OK when OTL and TFC run their fixes they will stop all running processes
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Should I run the OTL again? She said her computer still freezes when she tries to move documents (shes trying to move them to an external hard drive to save them just in case), when shes on the internet, and when she is playing games. She said this happened many times today and she had to reset her computer manually about 20 times or so.
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OK could she run TFC from safemode please
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Sadly my mom could no longer take the freezing, so we took it to staples and they discovered it was the hard drive and that it would need to be replaced. She opted for purchasing a new tower for her computer instead of having it fixed.
Thank you for all your hard work in assisting me with the issue. I appreciate the time you took for us.
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No problem, at least she now has a working system