Norton Internet Security / Norton AntiVirus

[MsCC]

Hey,

First off I don't understand any of this.  I got the virus but Norton is saying my computer is fine.  What's happening is the virus keeps looping and showing quarantine, deleted,  status infected.  I called the support line and was told I needed to pay money cause my configuration files had been stopped. But, they didn't say anything about removing the Trojan.  I told them when I tried to use there removal tool I got a error message 404.  He never talked about removing the Trojan.  Why?

[dickevans Super RootKit Eradicator]

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MsCC wrote:

Hey,

First off I don't understand any of this.  I got the virus but Norton is saying my computer is fine.  What's happening is the virus keeps looping and showing quarantine, deleted,  status infected.  I called the support line and was told I needed to pay money cause my configuration files had been stopped. But, they didn't say anything about removing the Trojan.  I told them when I tried to use there removal tool I got a error message 404.  He never talked about removing the Trojan.  Why?

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Welcome,

Sorry we have to meet under these circumstances.

Please do not try to fix this problem yourself. We have the best available assistance in the form of volunteer user Quads. He stays very busy helping users so it may take a bit before he finds your message and responds. Be patient.

Keep us posted

[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.

What is your Operating System and is it 32 bit or 64 bit??

Quads