Norton 360

[Javajules]

Hello,

I am stuck.  

OS:  Windows 7

using Norton 360 Premier

Upon start-up received the 5013.3 error; followed instructions to download Norton Power Eraser.

NPE ran, restarted, scanned.

360 gave message that trojan.patchep sys had to be removed manually

Went to step 2 and 3 of NPE instructions

Couldn't complete step 3 because Base Filtering Engine was missing

Computer crashed

Now can't get it to start, keeps going to System Recovery Repair

Any advice is greatly appreciated.

[Quads]

Just to test.

On booting the PC press F8 over and over, do you get the advanced options with Safe Mode an Option??

Quads

[Javajules]

Yes, just did it.  Didn't want to do anything else until I heard from you.

I am on the Advanced Boot Options Screen now, waiting for further instruction.

[Quads]

Does Windows load using Safe Mode??

Quads

[Javajules]

No, it won't it goes back to Startup Repair screen

[Quads]

ANY other user other than the thread starter is not to use any instructions, scripts or proceedures,  The work though in cleaning a system is individual and only for that system due to a number of factors.

Please do not run any tools unless instructed to do so. 

• We ask you to run different tools in a specific order to ensure the malware is completely removed from your machine, and running any additional tools may detect false positives, interfere with our tools, or cause unforeseen damage or system instability. Do as the instructions ask nothing extra or run things twice
• If I ask a Question just answer it, don't run anything unless it states.
• Major steps used:

1. Find

2. Break

3. Destroy

4. Cleanup  (including system as a whole)

Please read every post completely before doing anything. 

• Pay special attention to the NOTE: lines, these entries identify an individual issue or important step in the cleanup process.

• Logs from malware removal programs (OTL is one of them) can take some time to analyze. I need you to be patient while I analyze any logs you post. Please remember, I am a volunteer, and I do have a life outside of these forum, (sometimes )
  
  
• Attention to detail is important! Since I cannot see or directly interact with your computer I am dependent on you to "be my eyes" and provide as much information as you can regarding the current state of your computer.

Do you have a Flash Drive??

Quads 

[Javajules]

Yes, I do.

[Quads]

Read Slowly and all of it.

Please download http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/   You need to download the bit version that is your Windows Type.

Transfer it on to the Flash Drive / portable Hard Drive.

Enter System Recovery Options. 

To enter System Recovery Options from the Advanced Boot Options:

• Restart the computer.
• As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
• Use the arrow keys to select the Repair your computer menu item.
• Choose your language settings, and then click Next.
• Select the operating system you want to repair, and then click Next.
• Select your user account and click Next.

On the System Recovery Options menu you will get the following options:

Startup Repair
System Restore
Windows Complete PC Restore
Windows Memory Diagnostic Tool
Command Prompt

• Select Command Prompt
• In the command window type in notepad and press Enter.
• The notepad opens. Under File menu select Open.
• Select "Computer" and find your flash drive  / portable Hard Drive letter and close the notepad.
• In the command window type e:\frst.exe (for x64 bit version type e:\frst64) and press Enter
  Note: Replace letter e with the drive letter of your flash drive.
• The tool will start to run.
• When the tool opens click Yes to disclaimer.
• Press Scan button.
• It will make a log (FRST.txt) on the flash drive.  restart the system and load Windows Please attach the log in your reply.

Quads

[Javajules]

Here is the log:

[Quads]

You have a  Rootkit and a Bootkit, so I need more infomation

Download the script attached, needs to be the same file name as well (fixlist.txt), Copy across to flash drive

NOTE: This script was written specifically for this user, for use on that particular machine. Running this on another machine may cause damage to your operating system

Now please enter System Recovery Options again. Like previously

• Select Command Prompt
• In the command window type in notepad and press Enter.
• The notepad opens. Under File menu select Open.
• Select "Computer" and find your flash drive letter and close the notepad.
• In the command window type e:\frst.exe or frst64.exe and press Enter
  Note: Replace letter e with the drive letter of your flash drive.
• The tool will start to run.
• When the tool opens click Yes to disclaimer.
• Press the Fix button just once and wait.
• The tool will make a log on the flashdrive (Fixlog.txt) please post it to your reply (attach).

Quads