Norton Internet Security / Norton AntiVirus

[Busterandmenna]

My wife's laptop recently started redirecting websites and the NIS keeps telling us that it's blocking the Trojan.Zeroaccess.B and Trojan.Gen.2 files.  Each time it tells us that the item is resolved and no further action is required.  However, it keeps happening - typically about every few minutes or so.  Any assistance would be greatly appreciated. 

The computer is running Vista Home Premium 64 bit. 

Thank you.

[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

[Busterandmenna]

Quads, thank you for responding.  Yes I do have a flash drive.

[Quads]

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

Read Slowly and all of it.

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

[Busterandmenna]

Quads,

Thanks for your response.  I have done my best to follow the instructions.  I tried multiple times.  However, there were a couple of differences that I found as I walked through the steps.  Not sure if they do/do not matter to the process, but wanted to make sure you knew exactly what was happening (per your request to "be your eyes" and provide as much info as possible).

1 - Where your instructions directed me to select language, I could not.  the language box was greyed out and inactive.  I was, however, in the same box able to select the "keyboard layout".  I selected US layout.

2 - I was never given an opportunity to select the operating system to repair.  After selecting the keyboard layout, the next box was for the user account.

3 - My flash drive was F:/

That being said, I have attached the log per your request.

thanks again.

[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.

Quads

[Busterandmenna]

Quads,

Thanks for your response.  I only had item that was different than your instructions: the frst64 tool didn't show the disclaimer - it went straight to the screen that allowed me to "scan" or "fix" (I believer there was a third option but can't remember what it was - sorry).  I clicked the "fix" once as instructed.  The log is attached as you have requested.

thank you.

[Quads]

Step 3. 

Please read carefully Read all of this message first

Download Combofix http://www.bleepingcomputer.com/download/anti-virus/combofix  It will be a new copy as it always gets updated.

• 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

[Busterandmenna]

Quads,

Thanks for the response.  I have followed your instructions and have attached the log that Combofix generated.

One thing to let you know - I had disabled the Norton Internet Security that is running on the laptop, the best I could figure out (there's no "off" button on NIS as far as I could tell) but Combofix thought it was still running.  Combofix gave me a dialog box asking me to turn off the anrti virus and anti spyware from NIS.  I opened NIS and checked to make sure everything I could turn off was off and then continued with the Combofix.  If it helps, we have NIS version 19.7.1.5.

Also, during the Combofix process, it told me "System file is infected!! Attempting to restore "C:\Windows\system32\services.exe" but it continued on, seemingly without a problem.

Hopefully you can tell from the log if it did/didn't work properly.  If I need to redo the procedure, please let me know.  I just didn't want to go further without your advice.

thanks again

[Quads]

Combofix could not deal with services.exe so

Start FRST like you did in Step 1, once it starts do this,

Type the following in the edit box after "Search:" so it looks like this:

Search: services.exe

Click Search button and post the log it makes to your reply.   Called search.txt

Quads