PLEASE HELP, I can't use Mozilla Firefox with avast!

[VickiEdwardsBrown]

Hi, I recently had a virus which the tech removed & then he installed avast! free antivirus (so I don't get any more viruses). Before avast I was using mozilla firefox but now I can't open it. I've tried deleting and reinstalling firefox and even tried google chrome (as suggested on the avast! website) but that won't open either :-( I've tried adding firefox into the sandbox files to be excluded but that hasn't worked... I've tried searching on your website help/support too, hence why I am posting a new topic/question... can someone help me please? I am not a techinically minded user, just your average website junkie  CHEERS

[Pondus]

well.....maybe your computer Tech did not remove it all....or removed something he should not


follow the guide and attach the logs....not copy and paste   http://forum.avast.com/index.php?topic=53253.0

AdwCleaner
Malwarebytes
OTL
aswMBR



it may take hours before a malware remover arrive so be paitient

[VickiEdwardsBrown]

Hi, I've followed your advise and attached the logs for you. Please let me know if you have an answer to my avast! problem.

[mchain]

hi VickiEdwardsBrown,

Missing aswMBR.exe, or is that on the way?

[VickiEdwardsBrown]

I've tried and tried to download aswMBR... I can download it but it won't run/open :-( I see that it has a user account control on it, but I am the only user and administrator so am not sure why it won't open...

[Chris Thomas]

Hi, I recently had a virus which the tech removed & then he installed avast! free antivirus (so I don't get any more viruses). Before avast I was using mozilla firefox but now I can't open it. I've tried deleting and reinstalling firefox and even tried google chrome (as suggested on the avast! website) but that won't open either :-( I've tried adding firefox into the sandbox files to be excluded but that hasn't worked... I've tried searching on your website help/support too, hence why I am posting a new topic/question... can someone help me please? I am not a techinically minded user, just your average website junkie  CHEERS

Hi there

You can try Firefox in the safe mode. Go to 'RUN' and type
'Firefox -safe-mode' and click OK. Make sure you tick Reset Firefox when Firefox starts. If Firefox doesn't run, can you open the Task Manager by pressing Ctrl+Alt+Del and go to 'Process' and see if Firefox is running?

[Asyn]

I've tried and tried to download aswMBR... I can download it but it won't run/open :-(

Try it in safe mode.

[MAG]

I've tried and tried to download aswMBR... I can download it but it won't run/open :-(

Try it in safe mode.

To get to W7 safe mode tap F8 during boot (before windows logo appears)

[essexboy]

The tech did not remove the virus, he papered over the cracks

• Download RogueKiller  and save it on your desktop.
   
  NOTE: If using IE8 or better Smartscreen Filter will need to be disabled
  
  
• Quit all programs
• Start RogueKiller.exe.
  
• Wait until Prescan has finished ... 
•     Click on Scan

   
 

• Wait for the end of the scan. 
• The report has been created on the desktop. 
• Click on the Delete button.

     

• The report has been created on the desktop.

• Next click on the ShortcutsFix   
  
  
• The report has been created on the desktop.

Please post:    All RKreport.txt text files located on your desktop.

THEN

 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
  
  
  

Code: [Select]

:OTL
64bit-FF - HKEY_LOCAL_MACHINE\software\mozilla\Firefox\Extensions\\{336D0C35-8A85-403a-B9D2-65C292C39087}: C:\PROGRAM FILES\WEB ASSISTANT
O3 - HKLM\..\Toolbar: (no name) - {98889811-442D-49dd-99D7-DC866BE87DBC} - No CLSID value found.
O3 - HKU\S-1-5-21-2901728405-2068089449-3904833795-1002\..\Toolbar\WebBrowser: (no name) - {687578B9-7132-4A7A-80E4-30EE31099E03} - No CLSID value found.
O3 - HKU\S-1-5-21-2901728405-2068089449-3904833795-1002\..\Toolbar\WebBrowser: (no name) - {7FEBEFE3-6B19-4349-98D2-FFB09D4B49CA} - No CLSID value found.
O16 - DPF: {4F29DE54-5EB7-4D76-B610-A86B5CD2A234} Reg Error: Key error. (GameTap Player)
[2012/10/23 11:02:16 | 000,000,000 | ---D | C] -- C:\Users\Vicki\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\File Restore
[2012/10/20 06:19:35 | 000,000,000 | ---D | C] -- C:\Users\Vicki\AppData\Local\Symantec
[2012/10/23 11:02:17 | 000,000,677 | ---- | M] () -- C:\Users\Vicki\Application Data\Microsoft\Internet Explorer\Quick Launch\File_Restore.lnk
[2012/10/23 11:02:16 | 000,000,368 | ---- | M] () -- C:\ProgramData\PcokAMgBSbZBTk
[2012/10/13 09:30:20 | 000,000,000 | ---- | M] () -- C:\ProgramData\cc2977f1613dff32e0a25d054c27d6b8_c
[2012/10/25 09:20:08 | 000,005,120 | -HS- | M] () -- C:\Windows\assembly\GAC_32\Desktop.ini
[2012/10/25 09:20:08 | 000,006,144 | -HS- | M] () -- C:\Windows\assembly\GAC_64\Desktop.ini

:Files
c:\ProgramData\Browser Manager
C:\$Recycle.Bin\S-1-5-18\$439b9e1bbe54c1afede48dabbe2bd58b

: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.

FINALLY

Download and Install Combofix
 
Download ComboFix from one of the following locations:
Link 1
Link 2
 
VERY IMPORTANT !!! Save ComboFix.exe to your Desktop
 
* IMPORTANT - Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. If you have difficulty properly disabling your protective programs, refer to this link here

• Double click on ComboFix.exe & follow the prompts.
  
• Accept the disclaimer and allow to update if it asks

• When finished, it shall produce a log for you.
• Please include the C:\ComboFix.txt in your next reply.[/b]
  

Notes:
1. Do not mouse-click Combofix's window while it is running. That may cause it to stall.
2. Do not "re-run" Combofix. If you have a problem, reply back for further instructions.
3.  If after the reboot you get errors about programmes being marked for deletion then reboot, that will cure it.


Please make sure you include the combo fix log in your next reply as well as describe how your computer is running now

[VickiEdwardsBrown]

The tech did not remove the virus, he papered over the cracks

• Download RogueKiller  and save it on your desktop.
   
  NOTE: If using IE8 or better Smartscreen Filter will need to be disabled
  
  
• Quit all programs
• Start RogueKiller.exe.
  
• Wait until Prescan has finished ... 
•     Click on Scan

   
 

• Wait for the end of the scan. 
• The report has been created on the desktop. 
• Click on the Delete button.

     

• The report has been created on the desktop.

• Next click on the ShortcutsFix   
  
  
• The report has been created on the desktop.

Please post:    All RKreport.txt text files located on your desktop.

THEN

 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
  
  
  

Code: [Select]

:OTL
64bit-FF - HKEY_LOCAL_MACHINE\software\mozilla\Firefox\Extensions\\{336D0C35-8A85-403a-B9D2-65C292C39087}: C:\PROGRAM FILES\WEB ASSISTANT
O3 - HKLM\..\Toolbar: (no name) - {98889811-442D-49dd-99D7-DC866BE87DBC} - No CLSID value found.
O3 - HKU\S-1-5-21-2901728405-2068089449-3904833795-1002\..\Toolbar\WebBrowser: (no name) - {687578B9-7132-4A7A-80E4-30EE31099E03} - No CLSID value found.
O3 - HKU\S-1-5-21-2901728405-2068089449-3904833795-1002\..\Toolbar\WebBrowser: (no name) - {7FEBEFE3-6B19-4349-98D2-FFB09D4B49CA} - No CLSID value found.
O16 - DPF: {4F29DE54-5EB7-4D76-B610-A86B5CD2A234} Reg Error: Key error. (GameTap Player)
[2012/10/23 11:02:16 | 000,000,000 | ---D | C] -- C:\Users\Vicki\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\File Restore
[2012/10/20 06:19:35 | 000,000,000 | ---D | C] -- C:\Users\Vicki\AppData\Local\Symantec
[2012/10/23 11:02:17 | 000,000,677 | ---- | M] () -- C:\Users\Vicki\Application Data\Microsoft\Internet Explorer\Quick Launch\File_Restore.lnk
[2012/10/23 11:02:16 | 000,000,368 | ---- | M] () -- C:\ProgramData\PcokAMgBSbZBTk
[2012/10/13 09:30:20 | 000,000,000 | ---- | M] () -- C:\ProgramData\cc2977f1613dff32e0a25d054c27d6b8_c
[2012/10/25 09:20:08 | 000,005,120 | -HS- | M] () -- C:\Windows\assembly\GAC_32\Desktop.ini
[2012/10/25 09:20:08 | 000,006,144 | -HS- | M] () -- C:\Windows\assembly\GAC_64\Desktop.ini

:Files
c:\ProgramData\Browser Manager
C:\$Recycle.Bin\S-1-5-18\$439b9e1bbe54c1afede48dabbe2bd58b

: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.

FINALLY

Download and Install Combofix
 
Download ComboFix from one of the following locations:
Link 1
Link 2
 
VERY IMPORTANT !!! Save ComboFix.exe to your Desktop
 
* IMPORTANT - Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. If you have difficulty properly disabling your protective programs, refer to this link here

• Double click on ComboFix.exe & follow the prompts.
  
• Accept the disclaimer and allow to update if it asks

• When finished, it shall produce a log for you.
• Please include the C:\ComboFix.txt in your next reply.[/b]
  

Notes:
1. Do not mouse-click Combofix's window while it is running. That may cause it to stall.
2. Do not "re-run" Combofix. If you have a problem, reply back for further instructions.
3.  If after the reboot you get errors about programmes being marked for deletion then reboot, that will cure it.


Please make sure you include the combo fix log in your next reply as well as describe how your computer is running now

Thanks... I've done the Roguekiller and attach the report now... (then I'll follow your OTL instructions)...

[VickiEdwardsBrown]

...here's the OTL info...

[VickiEdwardsBrown]

Here's the combo fix attachment. I can now open Mozilla fine and the links from Outlook are opening fine in Mozilla too YIPEE! You guys are AWESOME!!    

Q: The internet is still a bit slow but maybe that is normal when using an antivirus system(?)

Q: Do I keep all the programmes  (Rogue, OTL etc) on my computer or can I/should I delete them?

[iroc9555]

VickiE.

Essexboy probably in bed right now. He is located in UK. Wait for more instructions tomorrow.

[VickiEdwardsBrown]

I've tried and tried to download aswMBR... I can download it but it won't run/open :-(

Try it in safe mode.

Thanks, I tried it in safe mode and it still won't open. I also tried switching off avast and opening it to install it but no luck  however, as per below, I think the problems have been solved (apart from my two questions below). CHEERS, VICKI.

[essexboy]

Once you are happy I will clear all the tools away safely

All the logs now look nice, the tech left a zero access infection behind along with some other bits and bobs

So big question ..  How is the computer behaving ?