Norton Internet Security / Norton AntiVirus

[Hammer_Bro]

Hello Quads,

I hate to interrupt you whilst you are masterfully crafting a solution for this user, however, you recommended TDSSKiller from Kaspersky.  Is this because Symantec does not offer a similar tool, or, is it that what Sym offers is not as comprehensive/powerful as what Kaspersky provides?  Please note- If you are too busy to answer this, or, you have received this stupid question a thousand times before and just do not desire to answer it, I completely understand - - maybe someone else will share their wisdom with me?

Best,

H.B.  

[Quads]

Infect your sysrtem and find out

Quads

[Hammer_Bro]

I say, I guess I had that coming.  Overall, that will not be necessary.  Based upon your answer evidenced here: http://community.norton.com/t5/Norton-Internet-Security-Norton/Someone-is-trying-to-attack-my-pc/m-p...  I’ll take my chances and deduce that you favour Kaspersky. 

Regards,

H.B.    

[MikoChan27]

I'm having quite a dilemma with my laptop today for some reason, so it might take me a while to continue with the things you told me to do. I just wanted to let you know, that my laptop restarted only to give me a blue screen that said something about dumping physical data, then it resorted to restart, launch it's system repair and I did system restore. It started up fine, then turned off unexpectedly more than once, because windows wasn't functioning and I used system restore again. This time my laptop is managing to stay on, however now my Norton 360 is acting up and wants me to uninstall and reinstall it. I had to download its updates and I have an error 3039, 65559. I'm not sure what's going on, but it has me worried.

[Quads]

I am now finished with this thread, everything has been altered and things done.

I realise what the BSOD would have been due to but oh well.

Good Luck.

Quads

[MikoChan27]

Did you not need me to run the TDSSkiller and attach the log?

[Hammer_Bro]

Hello MikoChan27,

First, I am very sorry to hear that you are having so much trouble.  Let me ask you this, are you able to access Safe Mode with Networking on your system?  If so, I might run a full system scan with Malwarebytes’ there and see, if by some miracle, that might be able to alleviate some of the symptoms exhibited.  I don’t like when you mention about System Restore.  Personally, I have that disabled on my laptop.  Oftentimes, if you sustain an infection, those traitorous files can be backed-up only to rear their ugly head again.  If the scan with Malwarebytes’ in Safe Mode with Networking does not work and the symptoms are as bad as you have documented, you may just desire to perform a complete re-format (not building upon a residing operating system etc.) and start totally fresh.  Do you happen to have the original DVDs that came with the system?  Is the system still under warranty?  Because, say you re-format but the memory has been damaged, these things can be costly.  You mention that you use the system for school.  Would it happen to be a University issued system?  If so, if they have a laptop repair shop, you may be able to take it there for repair free of charge.  My laptop was University issued, and if there was ever any problems, they were more than happy to help. 

About Adobe- always go to the legitimate site for updates.  Same goes for Java.  Personally, programs in the vein of QuickTime, Java, RealPlayer are garbage and I completely scrubbed Java from my laptop.    

[MikoChan27]

Hello Hammer_Bro,

I appreciate if you could help me in any way if you could. I think at this point I will accept any kind of help. Unfortunately, my windows wasn't working yesterday and my laptop wouldn't turn on at all, I tried to use Safe Mode but the blue screen appeared and mentioned that windows wasn't working right and shut down my laptop. I didn't get to try the Safe Mode with Networking though. Then my laptop kept starting up the launch repair and I tried to avoid using system restore at first, however, since I'm not good with these sorts of things I eventually used that. My laptop was able to start up somehow, but I ended up using a system restore point from 2 weeks ago. I don't have the DVDs that came with my system and I don't think it's still under warranty, since I've had this laptop when I was still in high school. My university does require laptops and does issue to those students that don't have one, however since I already had one, it saved me money from having to purchase one. Today I did go by the help desk where there are people happy to help solve any computer problems, and I explained to them about my situation. They were willing to help if my laptop was issued by my university, however, since I bought this on my own, the only thing they would be able to do is check it out. They won't be able to work on it, but they mentioned they would try and see what's wrong, otherwise they would direct me to a shop where someone could work on it. However, it would be nice if I could fix this on my own somehow, because unfortunately I am a broke college student. Even though my laptop is working ok right now, I still don't trust it, and it doesn't help that now my Norton isn't starting up. Do you know if there's any way I can check what's going on in my laptop or to see if there's anything wrong with it?

[Hammer_Bro]

Hi Miko,

So, you’re telling me that things just keep getting better and better, lol.  I hear ya’ about being a “broke” college student.  Funny thing is, even when you complete your degrees there won’t be a position available for you - - at least that’s the boat I’m in.  Anyhow, based on the symptoms that you have encountered, I would absolutely NOT trust that system.  Do not perform any online banking or similar tasks of significant gravity.  If I had to wager, I would say that the trojans have compromised Norton; that will ultimately have to be clean un-installed and re-installed.  However, there are much bigger fish to fry.  You report, “my laptop is working ok right now….”  If that is the case, I urge you to try the Safe Mode option.  In order for your laptop to have network access in Safe Mode, you will have to use the ethernet cable (that hopefully came with your system) and plug directly from your machine into your router.  At least, that is what I have to do.  Next, boot up the system and before the Windows splash-screen appears, tap the F8 key every other second.  Hopefully, a list of options should come up.  Select Safe Mode with Networking.  Next, SEE if you can go to this Website: http://fileforum.betanews.com/download/Malwarebytes-AntiMalware/1186760019/1  That will provide you with direct access to the Malwarebytes’ program.  SEE if you can install the program.  Next, run a full system scan with that program and see what it turns up. 

[MikoChan27]

Hi Hammer_Bro,

Well I tried to see what was wrong with my Norton last night and it turned out that it wasn't installed into my laptop, so I reinstalled it and took care of that problem. However, now it's back to what it was showing before with Auto-Protect blocking threats like the trojans and zeroaccess. I was able to access Safe Mode with Networking, but without having to do the ethernet cable, because my laptop didn't come with that. Once I was in the Safe Mode I was also able to go onto the website you posted a link to and I was able to download the program, but when I tried to run it, my laptop shut down on its own. I tried a couple of more times, only for it to shut down. So then I started my windows normally and ran the Malwarebytes' program on my laptop without Safe Mode and after a few hours of scanning, it came up with 7 threats in the list of malicious software. It's asking if I want to remove the selected, but a couple of the files fall under registry key category and some are files coming from Microsoft/Windows. Do you know if it would be alright to remove all 7 of them? I don't want to take out something that will ruin my laptop, so I'm not sure.