Norton Internet Security / Norton AntiVirus

[chemdiva306]

Earlier today I received an error message stating that my Norton needed a fix and the computer needed to be restarted. Once the computer was restarted the scan started again and blocked the Trojan Gen and Trojan Gen 2 Zero Access and the pop ups continued every few minutes. I turned the computer off and once loaded the Norton program a few hours later, it  stated that the threat was removed. The pop ups have started again. I can see from this thread that this is an ongoing issue with many users and my computer needs individualized attention. I have a Dell running Windows Vista Home Premiun 2007, Service Pack 2, 32-Bit.

At 12: 11 a.m it blocked and listed Trojan Horse.  What is going on and what can I do to make sure this doesn't happen again? So it seems to be alternating alerts between Trojan Horse, Trojan Gen, Trojan Gen  2.

[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

[chemdiva306]

yes

[Quads]

Read Slowly and all of it.

Please download http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/  Download the 32bit 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

[chemdiva306]

Here is the file from the flash drive.

[Quads]

Step 2

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

[chemdiva306]

Completed task

[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

[chemdiva306]

Completed task

[Quads]

step 4. (a)

Please read carefully and Slowly

 Please scan with ESET next 

I'd like us to scan your machine with ESET OnlineScan

• Hold down Control and click on the following link to open ESET OnlineScan in a new window.
  ESET OnlineScan
• Click the  button.
• For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)
  • Click on  to download the ESET Smart Installer. Save it to your desktop.
  • Double click on the  icon on your desktop.
• Check 
• Click the  button.
• Accept any security warnings from your browser.
• Under scan settings, check  and DON'T (NO) check Remove found threats (reason for this is we don't want something deleted and then Windows won't load).
• Click Advanced settings and select the following:
  • Scan potentially unwanted applications
  • Scan for potentially unsafe applications
  • Enable Anti-Stealth technology
• ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
• Attach the resulting log in your next reply

If you think a log should have been generated then go to C:\Program Files\ESET\ESET Online Scanner\log.txt to find it. 

Quads