Norton 360

[Mattger]

Hi,

I am using Windows 7 Home Premium on a 64 bit operating system. I am using a toshiba satellite L750.

I recently started recieving alerts from Norton that it has detected and blocked Trojan.Gen.2 and Trojan.zeroaccess.b

Seeing this, I disconnected my laptop from the internet and ran a full system scan.

It found nothing but tracking cookies.

I restarted the computer and upon start up, Norton came up again with another alert.

 wmsan.dll detected by SONAR- Quarantined

The alerts of Trojan.Gen.2 and Trojan.zeroaccess.b stopped popping up.

I'm not sure if the trojan has mysteriously dissappeared or that it has opened a backdoor and now norton is failing to detect it.

As stated by Quads messages, I have NOT done anything.

I have a Flash drive.

I hope you can help me out on this.

Thanks in advance for the assistance.

Thanks,

Matthew

[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.

Unfortunately, with the amount of threads means the waiting time is longer, Norton continually Blocking files won't hurt your system but is is just annoying, Please wait and be patient.   I am  trying to keep up, spending hours here to script and clean machines on a first come/first served basis. If you or someone adds to your thread It will be pushed back in line due to the new update.  I use the boards in reverse to what is seen

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.

Read Slowly and all of it.

Please download http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/   You need to download the 64 bit version 

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

[Mattger]

Hi Quads,

I really appreciate it for the quick reply.

I have followed the instructions and attached the log below.

As I am your eyes, the current state of the computer is that everything is working at this moment. There were no pop-up messages from norton at all. It seems to be running like it was before the trojan (not saying the problem is solved at all, just trying to give you details that might help)

I patiently await your next set of instructions.

Again, thanks for helping me out.

Thanks,

Matthew

[Quads]

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

[Mattger]

Hi Quads,

I followed the instructions and i have attached the file.

As stated in my last post, the laptop seems to be working like before the virus (Again, not saying the problem is fixed)

Thanks very much for the help

Thanks,

Matthew

[Quads]

Step 3. 

Please read carefully Read all of this message first

Download Combofix http://www.bleepingcomputer.com/download/anti-virus/combofix

• Ensure that Combofix is saved directly to the Desktop <--- Very important  (Not in the Download(s) or Temp folders)
  
  
• Disable all security programs as they will have a negative effect on Combofix, Disabled for say 1 hour or more.
• Close any open browsers and any other programs you might have running

Right click the combofix.exe on the desktop and select from the menu "Run as Administrator"

• If you are using windows XP It might display a pop up saying that "Recovery console is not installed, do you want to install?" Please select yes & let it download the files it needs to do this. Once the recovery console is installed Combofix will then offer to scan for malware. Select continue or yes.
• When finished, it will produce a report for you. Please post the "C:\ComboFix.txt" for further review

****Note: Do not mouseclick combofix's window while it's running. That may cause it to stall or freeze ****

Note: ComboFix may reset a number of Internet Explorer's settings, including making it the default browser.
Note: Combofix prevents autorun of ALL CDs, floppies and USB devices to assist with malware removal & increase security.

*EXTRA NOTES*

• If Combofix detects any Rootkit/Bootkit activity on your system it will give a warning and prompt for a reboot, you must allow it to do so.
• If Combofix reboot's due to a rootkit, the screen may stay black for several minutes on reboot, this is normal
• If after running Combofix you receive any type of warning message about registry key's being listed for deletion when trying to open certain items, reboot the system and this will fix the issue (Those items will not be deleted)

Quads

[Mattger]

Hi Quads,

I read through your post and I have a couple of questions before I procede with your instructions (So i don't screw anything up)

When you say to disable all security programs, for norton is it "disable smart firewall" and "disable anti-virus autoprotect"? Or are there more things to disable on norton. If so, where would i find those disabling options?

Furthermore, If i do disable norton, Should i disconnect my computer from the internet in case more malware comes in my computer? The reason i am asking this is due to the part where it says

"If you are using windows XP It might display a pop up saying that "Recovery console is not installed, do you want to install?" Please select yes & let it download the files it needs to do this. Once the recovery console is installed Combofix will then offer to scan for malware. Select continue or yes."

Since you are downloading it seems to infer that i have some sort of internet connection which could mean that more malware can infec my computer during the time when norton is disabled.

I know this is a bit long so i'll summarise my questions

1. When disabling norton, are these the only 2 things to disable "disable smart firewall" and "disable anti-virus autoprotect"?

2. when norton is disabled, should i have internet connectivity

Thanks,

Matthew

[Quads]

Disable Auto-Protect and SONAR

Internet, doesn't matter

Quads

[Mattger]

Hi Quads,

I am currently running ComboFix. I have followed your instructions but it seems to be taking a long time.

Combofix has been running for about 2 hrs now. Its stuck on the blue screen

Scanning for infected files...

This typically does not take more than 10 minutes

However, Scan times for badly infected machines may easily double

Completed Stage_1

Completed Stage_2

Completed Stage_3

Completed Stage_4

_

This is where it is stuck at. The underscore at the bottom is blinking.

I have followed all notes such as disable autoprotect and SONAR for 1 hour and closed all programs.

I haven't touched the computer except for wrigling the mouse to removed the screen saver so i can see when it is finished. Other than that i have not used it in anyway.

My observations:

It has not asked for a reboot

In the corner, from Norton says that pev.3xe has high CPU usage. 

I will leave my computer in this state until you reply .

I will update if anything happens

(written from a friends computer)

Thanks,

Matthew

[Mattger]

Hi quads,

It looks like stage 5 has been completed and it seems to be stuck yet again.

however," ask updater has stopped working" and it asks me to close yhe program. Not sure what to press. again, i will leave the computer as is until you give me the next step.

Thanks,
Matthew