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Kudos0

Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok so I know my computer is infected with some type of virus or trojan and malware.  I have Norton internet security 2010 installed on my computer but it wont load to the once-click support page.  I double-click the norton internet security icon and the one-click support page comes up and i click continue for it to connect to the server, but it never gets to 100% and says no internet connection was detected, and I know for a fact my internet is working, but i think the virus must have knocked it out, because it worked before the virus got on my computer but know trying to load firefox just comes up with "page cannot be diplayed" no matter what website u go to.   So basically if i could get on the internet i know norton could scan the computer and fix the problem, but it cant even connect to the internet to fix anything, so that is my dilemna.  I have Windows XP Pro 32bit and im using a college wireless connection.  Any ideas how to fix this???

Replies

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok so I know my computer is infected with some type of virus or trojan and malware.  I have Norton internet security 2010 installed on my computer but it wont load to the once-click support page.  I double-click the norton internet security icon and the one-click support page comes up and i click continue for it to connect to the server, but it never gets to 100% and says no internet connection was detected, and I know for a fact my internet is working, but i think the virus must have knocked it out, because it worked before the virus got on my computer but know trying to load firefox just comes up with "page cannot be diplayed" no matter what website u go to.   So basically if i could get on the internet i know norton could scan the computer and fix the problem, but it cant even connect to the internet to fix anything, so that is my dilemna.  I have Windows XP Pro 32bit and im using a college wireless connection.  Any ideas how to fix this???

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

anybody???? help needed as quickly as possible

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Tell us more about your installation : operating system, Service Pack, version of NIS 2010.

Can you use your browser to surf the internet?

Did you install NIS before or after the virus infected your system?

I assume you are on another system now :

Download the free version of Malwarebytes Antimalware from :

http://www.filehippo.com/download_malwarebytes_anti_malware

Copy it to your system, install and update it untill no more updates avaialable.

Then run a full system scan and post the results here.

Hope that will solve your problem.

W8.1 Update 1 / W7-SP1 with IE11 and FF 32.0.2, TB 31.1.1, NIS2014 21.5.0.19 and N360 21.5.0.19, Android 4.2 with NMS 3.8
Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

No my wireless says im connected but i cant browse the internet at all.  I installed Norton after the virus was on the computer and since i cant connect to the internet i cant download any other programs.  I'll try the malwarebytes thing.

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Hi nicholas00020,

You can also use another computer to download the new free SUPERAntiSpyware Portable Scanner, which will come pre-updated with the latest malware definitions, so you will not need to have internet access on the infected PC.  SImply copy the program to a USB drive or CD and run it on the ailing machine. 

http://www.superantispyware.com/portablescanner.html

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok im going to try the malewarebytes first.  And the virus wont infect my USB drive when i put it in my computer???

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support


nicholas00020 wrote:

And the virus wont infect my USB drive when i put it in my computer???


Some malware will do that.  But no matter what program you use, you're going to have to transfer it somehow from a PC with internet connectivity to your infected computer.

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

One reason why you may not be able to browse the internet at all is,

'I installed Norton after the Virus (Malware)'

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

what do u mean by "i installed norton after the virus" quads?......u saying the virus infected norton?  Ok and so i put malewarebyutes on the computer, but double-clicked it and nothing happened, it didnt load anything.  I think at least some of it is off the computer, because the thing that kept popping up was called malware defense which i found out was a fake antivrus software.  Thankfully i didnt buy it or click anything for it to try and clean my computer so i found it in add/remove programs and deleted it.  And now i dont see any more pop-ups, however i doubt thats its actually fully gone cuz i still cant get on the internet:(     im thinking on trying that porgram called winsock to see if it can find whats wrong with the internet.  I cant think of anything else but to try that and then maybe that superanitspyware thing somebody said before.  Then if it still doesnt work im thinkin a system restore might fix it?

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Do you think the virus destroyed or altered certain files thats causing me not to be able to get on?....and norton still isnt loading either........

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

The Rogue stops programs running or installing, So installing Norton while infected can mean Norton won't run correctly or installed quite correctly including the firewall

1. You will have to transfer a program

Download hijackthis the executable version 2.0.2 on the right hand side, http://free.antivirus.com/hijackthis/  before you transfer to the infected PC change it's extension type from "hijackthis.exe" to "hijackthis.com" then transfer to the infected PC it should run from the desktop now

Look for entry:

O4 - HKCU\..\Run: [Malware Defense] "C:\Program Files\Malware Defense\mdefense.exe"

Select it then click "Fix Checked"

2. Go into the "Control Panel" and "Internet Options", Now make sure depending on your Connection type that in "Settings" or "LAN Settings"  (maybe both) that the "Use a Proxy Server...................... is not selected, not ticked.

If rogue is still active enough it may have deleted the Malwarebytes main executable so even after removing the rogue startup entry etc. you will have to reinstall Malwarebytes and so on. 

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok im going to try that hjackthis thing and see if it works cuz nothing esle has been working so far.  I actually got malwarebytes to load this time, but when its installing it stops at the extracting files stage and i have to reboot the computer.  I'll let u know it works...i hope it does

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Remember to change the file type to .com, or .pif should work also..

It a matter of getting it broken. Like a few in the past.

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok so i did what u said and i found the 04-Malware thing and removed it, BUT i still cant get on the internet for some reason???  I looked in settings and all that stuff the the proxy server box was never checked to begin with so i really dont know what the problem is?  I turned the firewall off to see if that would make a difference and i still couldnt get on.  Do u think i need to download a new version of firefox and transfer it to my computer? or would that even make a difference?

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Do you have your internet settings set to "Automatically detect settings"??

After you remove the 04 entry you probably have to restart the PC as the Rogue will be still running as the registry entry says, , once you removed the run entry that means the next time you restart the PC there is no registry entry telling Windows to load the Rogue .exe.  

So the Rogue doesn't load and all the files become dormant (or should) next time around.

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

i dont think all of the setting are "automatically detect"....are they supposed to be?

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

I have seen Malware remove all checks (Ticks) so that I couldn't browse, Malwarebytes etc couldn't connect even after removing the malware,  I had to re tick my settings,  and restart the PC.

Without the "Run" entry the rogue does not start up next time and connections are back.

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok so apprently Norton was the problem!...The malware probably knocked the internet out im thinking, but as soon as I uninstalled norton the internet was back on, so that must have been the issue.  I dont know why Norotn would disable my internet, thats really stupid because it needed it to get ont he internet itself???.....maybe the virus messed it up somehow or maybe since McAfee is kinda already on the computer they interfered.  I was trying to get McAfee off, but everytime i try and delete it it wont let me saying "it might be in use", how the hell is it in use, im not using it!.....But anyway i dont know how to get it off, but im just glad the internet is back working for now.

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Hi nicholas00020,

 

In basically all cases I have seen so far where a computer has the Malware Defense in the system they also has the H8SRT rootkit. This rootkit will block Norton from starting correctly and since Norton is disabled it will block the network connection. Uninstalling Norton should in most cases let you access internet again but the rootkit will still be there causing problems if you try to install Norton again.

 

This is not all that hard to remove and the Norton Bootable Recovery Tool should be able to remove this infection (see the rootkit link).

 

Now, I cannot say for sure that this rootkit is what you have without looking at any logs but it seems as the most likely thing based on your description and the fact that you have/had Malware Defense in the system.

 

Regards

jAW

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support


nicholas00020 wrote:

ok so apprently Norton was the problem!...The malware probably knocked the internet out im thinking, but as soon as I uninstalled norton the internet was back on, so that must have been the issue.  I dont know why Norotn would disable my internet, thats really stupid because it needed it to get ont he internet itself???.....maybe the virus messed it up somehow or maybe since McAfee is kinda already on the computer they interfered.  I was trying to get McAfee off, but everytime i try and delete it it wont let me saying "it might be in use", how the hell is it in use, im not using it!.....But anyway i dont know how to get it off, but im just glad the internet is back working for now.


It certainly sounds like the H8SRT rootkit, let us know if you try another install. As for the McAfee you should use their Consumer Products Removal Tool to uninstall it. At the moment there is an error on the McAfee download page for that tool so maybe they are updating it. I could post a direct link to the tool but I think that is against the forum rules.

Regards

jAW

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Since you mention McAfee :

General for each security product : 

Before installing new other security product, you have to completely delete the remains of the one on the system.

So the problem then is not Norton, but McAfee holding off Norton to function well.

You had an infection, so first follow the things advised earlier.

Then completely remove McAfee and run the program in this link :

http://service.mcafee.com/FAQDocument.aspx?id=TS100507

and reboot your system.

Then, after the other things advised, try to uninstall and install Norton again then and see if it solves your problem.

W8.1 Update 1 / W7-SP1 with IE11 and FF 32.0.2, TB 31.1.1, NIS2014 21.5.0.19 and N360 21.5.0.19, Android 4.2 with NMS 3.8
Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

He jAW,

Our posts just crossed. Links are against forum rules, if they link to rogue!!

W8.1 Update 1 / W7-SP1 with IE11 and FF 32.0.2, TB 31.1.1, NIS2014 21.5.0.19 and N360 21.5.0.19, Android 4.2 with NMS 3.8
Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Geez, where are we up to

have you done a restart since removing the entry with Hijackthis??

Having Malware in full flight on a system and installing the likes on Norton can cause it's own problems as I said early on, as I have seen in the past, by people not being able to scan properly or the internet being blocked, I did say early on in the thread.

Plus having leftovers of McAfee and Norton (leftovers or not) will conflict.

You will probably have to use the Norton Removal Tool to remove those left overs to.

I was slowly breaking down what was going, with what we knew so far.   I am aware that a lot of the Time ( but not always) TDL2 rootkit are in behind Rogues if people have seen threads I have done in the past, and now TDL3 and rogues are being put together in Combo. I have also played with the H8SRT TDL2 in the past that is how I got the disallowed list to post on the forum previosly

If you name Hijackthis.com back to hijackthis.exe and run it what happens.

So Far, 

a) We remove the run entry for Malware Defense, so it won't load next restart

b) got your Internet back, it was a Norton problem.

Quads 

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok so.......McAfee still wont uninstall even after using that removal tool.  Its something called McAfee agent that still on the computer.  Ughhh okay im a little frustrated cuz i just typed this really long message to post some problems that have been happening with the computer, when one of those problems(the computer froze) happened and i had to reboot.  So i really dont feel like typing everyhting over again, but anyway so let me try and state them again.  So:

a. An Internet Explorer box pops up up occasionally saying IE had to close unexpedtedly and sorry for the inconvience, but im not even using IE os i dont know why it comes up.  Both firefox and IE are working so im not sure.

b. As a mentioned before the computer freezes sometimes and i cant load the task manager to close it so i have to reboot.  This never really happened before the malware, but is happening somewhat frequently now.  I'm thnkin if i can get norotn back on here then i can scan and see if anything is still on the ocmputer.

But other than that i think the main problem is fixed, but these couple things are a bit frustrating

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

I Need to know if you rename the "hijackthis.com" back to "hijackthis.exe" will it start, like you were able to with it named "hijackthis.com"??

Can you download a fresh install package of Malwarebytes,  that has not been run, will it install Now

The Task Manager Setting is a leftover changed registry setting that Malwarebytes should be able to detect during a Full Scan

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

well hijackthis runs as an .exe file, but malwarebytes still doesnt load so im thinking the problem isnt completely fixed.  I'm going to use that norton tool thing then try and re-install norton and scan to see if anythign comes up.  Hopefully when i put it on my internet will still be working.

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Wait,   When you say the McAfee Agent won't uninstall, are you meaning the "ePolicy Orchestror Agent"??

When you installed Malwarebytes, Did you get an Error code 2??

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ummm i dont think McAfee is a "ePolicy Orchestror Agent" it just syas McAfee agent and when u try and remove it, it says "a program might still be using it" and then it says "fatal error during installation" so i dont know if it came with the computer or not, because when i got it, it was on there.  And malwarebytes just doesnt do anything, i double-click it and nothing happens.

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

"ummm i dont think McAfee is a "ePolicy Orchestror Agent""

LOL

What's this on McAfee's Website,  people having trouble with the EPO agent http://community.mcafee.com/thread/11162

That's what I got when I searched "Uninstall McAfee Agent"

Malwarebytes, are You meaning the Malwarebytes setup doesn't do anything, or that Malwarebytes is installed and clicking to start malwarebytes "MBAM.exe" does Nothing.

ADDED:  also read through this thread

http://www.techspot.com/vb/all/windows/t-53684-How-to-completely-remove-Mcafee.html

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok so thank u so much for that link and everything u've done so far so i finally got McAfee completely off so now im gonna restart and then im use that norton tool and put norton back on.  Oh and what i meant by mlawarebytes was that clicking to start mbam.exe does nothing....well actually no i have the mbam-setup on the desktop and clicking it does nothing....so yeah.  I shouldnt have to change the extension, but when i changed it to explorer.exe it worked, that was either from some guide i was reading about it or from the links yall suggested.

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

I have sent you a Personal Message,  look for the Yellow Envelope near the right hand corner next to help.

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok thanks for that i did it and rebooted the computer and now im finally getting malwarebytes to work so im running that now and there defintely still stuff on here.  Plus since when i installed norton it blocked me from the internet again i used the free norton pc scanner thing and it detected about 50 something threats!!...so thats a lot!......but i catn really fix it because norton wont load to the internet and fix the problem>:(....maybe malwarebytes will fix some of it

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

You can't really expect to install Norton on top on Malware an expect it to work properly.

I tried the disabled task manager and ran malwarebytes it does fix the Task Manager


Registry Data Items Infected:HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System\DisableTaskMgr (Hijack.TaskManager) -> Bad: (1) Good: (0) -> Quarantined and deleted successfully.

Note, It's a good idea to update the definitions (Update Tab) for Malwarebytes if you haven't and do a Full Scan

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

yeah i updated malwarebytes and im running a full sytem scan now.  It cleaned about 30 items on the quickscan so ill see if it finds a lot more on the full system scan.  There still must be something wrong w/ norton or something, b/c i have a  feeling just removing these files still wont fix norton blocking the internet

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Well if you still reinstalled Norton when you had those infections, then no surprise.

Malwarebytes creates logs,  "Logs" tab that can be attached to this forum in .txt format.

Quads

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

ok so thank u everybody for all the help my computer is now completely fixed, all the malware and stuff is off and its back exactly like it was before.  The malwarebytes removed the rest of the malware and now i got norton on here and it didnt knock out my internet, so that malware was messing with norton.  But everything is fine now........

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Sounds good, I'm glad you got everything up and running. Just out of curiosity, did you see any signs of the H8SRT rootkit (Tidserv.J) in the logs or otherwise?

jAW

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

Sounds like the problem I just fixed on my machine. Do a search on my user name "obxgeorge" and you will find the thread about my problem and my solution.

Kudos0

Re: Virus not allowing me to connect to internet=>norton cant log-on to one-click support

The 2 threads are not the same problems, And not all Malware require to use the HOSTS file to block certain websites. Quads

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