Norton Internet Security / Norton AntiVirus

[UWhoops]

I just started getting the Hacktool.rootkit and Trojan.zeroaccess threats showing up in Norton. They are also causing random windows to open in IE. I've read the threads and it looks like specialized help is needed. I'm unable to remove them on my own. Any help would be appreciated because I'm at the point where I feel like the computer is lost. Thanks!

[dickevans Super RootKit Eradicator]

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UWhoops wrote:
I just started getting the Hacktool.rootkit and Trojan.zeroaccess threats showing up in Norton. They are also causing random windows to open in IE. I've read the threads and it looks like specialized help is needed. I'm unable to remove them on my own. Any help would be appreciated because I'm at the point where I feel like the computer is lost. Thanks!

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Welcoome,

Sorry about the problem. Please do NOTHING to try and fix the problem until you are directed by volunteer user Quads. He's the best and will work with you as long as you follow his instructions to the letter. He will want to know the version of your operating system and the name and version of the Norton software you are running. Be sure to specify x32 or x64 on the operating system - it does make a difference.

Be patient, help will come

[UWhoops]

Thanks for the response.  Here is the information requested.  Any assistance is appreciated.

- Windows Vista Version 6 SP2, 64-bit

- Norton 360 Version 6.2.1.5

[Quads]

Do you have a Flash Drive??

Quads

[UWhoops]

Yes, I do have a flash drive. 

[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.

Step 1

Read Slowly and all of it.

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

Transfer it on to the Flash 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 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 portable hard 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 Pleaseattach the log in  your reply back..

Quads

[UWhoops]

Attached is the text file.

[Quads]

Uninstall Malwarebytes

Quads

[UWhoops]

Done.

[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.

Quads