Norton Internet Security / Norton AntiVirus

[thebrad]

I get these messages from NIS saying that Auto Protect could not handle Trojan.Zeroaccess.B, or Trojan.Gen, or Trojan.Gen.2

Trojan.Zeroaccess.B is in my Unresolved Security Risks, the others are in Recent History as Blocked.

Symantec recommended I seek help with the required manual removal of .Zeroaccess so I downloaded the Fix Zero Access tool from Symantec. I run it and it tells me that no infections were found.

Browsing here I see several people with the same problem. But as instructed, I'm seeking a personalized solution.

I'm running Windows XP Professional

Version 2002

Service Pack 3

And I'm pretty sure I'm 32 bit.

Thanks for your help and patience. I know just enough about computers to be dangerous to myself.

RELATED: Any ideas where I (or my wife) might have picked these fun things up?

[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.

Please download SystemLook from one of the links below and save it to your Desktop.

http://jpshortstuff.247fixes.com/SystemLook.html  the 32 bit version

Disable Norton for say 30 mins

Double-click SystemLook.exe to run it.

Copy the content of the following codebox into the main textfield:  (don't forget the : in front of :filefind)

---

:filefind

\n

\@
*.@

services.exe

---

Click the Look button to start the scan.

When finished, a notepad window will open with the results of the scan. Please post this log in your next reply (attach to message).

Note: The log can also be found on your Desktop entitled SystemLook.txt

Quads

[thebrad]

Thanks for your help!

[Quads · Accepted solution]

Step 2

Download OTL http://www.bleepingcomputer.com/download/otl/  to the Desktop

Disable Norton for say 30 minutes

Start OTL,   under   Copy and paste the custom script attached which you open in for instance Notepad,(include the : at the start of :OTL and all the way to the end / bottom)  and run the script. (Red Run Fix Button)

The output log, should be placed in the C:\ _OTL folder after.

Quads

[thebrad]

OK. I got I think half a dozen error messages at the end saying such and such registry file is corrupted and it directed me to run a disk cleanup utility.

[Quads]

Does Windows still load to the desktop and so on,   Windows may be trying to look for parts of the Rootkit we have moved.

Quads

[thebrad]

I think we're all set. I ran a registry cleaner and two reboots and a Norton scan later, no trace or warnings (as far as I can tell) of our Trojan friend remain. Windows opens normally and all is well so far.

Thanks again Quads! If we ever meet, beverages of your choice are definitely on me!

[Quads]

Users have no idea, there is still items left on your system.

Quads

[thebrad]

Ok. What's the next step?

[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