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Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Ok,

       I am a new user on the forum. My computer has been acting up lately. Obviously has malware and some trojans that were detected from anti spyware programs & windows defender that norton 360 never detected when doing a full scan which I'm very dissapointed with. I just bought a year subscription with norton 360 3.0 and I've been let down by it's performance.  My internet browser seems to have been hijacked. Whenever I use yahoo search it redirects me to diff websites or ad sites whenever I click on an official site and still norton 360 3.0 can't find any spyware/adware or a trojan for that matter. Now before I used to have Norton Internet Security 2009 which also detected nothing but a tracking cookie that was resolved. I went to upgrade my NIS but norton said Norton 360 3.0 would be better protection for me. I've been trying to resolve these problems that I know can be fixed but norton has really let me down. I'm looking for answers on how to fix this issue. Please help me A.S.A.P. If these problems can't be resolved is there someway I can get a refund? I've always trusted norton but this time it's performance falls short.

Antworten

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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Ok,

       I am a new user on the forum. My computer has been acting up lately. Obviously has malware and some trojans that were detected from anti spyware programs & windows defender that norton 360 never detected when doing a full scan which I'm very dissapointed with. I just bought a year subscription with norton 360 3.0 and I've been let down by it's performance.  My internet browser seems to have been hijacked. Whenever I use yahoo search it redirects me to diff websites or ad sites whenever I click on an official site and still norton 360 3.0 can't find any spyware/adware or a trojan for that matter. Now before I used to have Norton Internet Security 2009 which also detected nothing but a tracking cookie that was resolved. I went to upgrade my NIS but norton said Norton 360 3.0 would be better protection for me. I've been trying to resolve these problems that I know can be fixed but norton has really let me down. I'm looking for answers on how to fix this issue. Please help me A.S.A.P. If these problems can't be resolved is there someway I can get a refund? I've always trusted norton but this time it's performance falls short.

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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Hi FL Gator

Welcome to the Norton Forum

Sorry to hear you are having a problem. You mentioned that you used other anti-malware programs, were these other programs on demand scanners? Did you have other security programs on your computer before you got N360? When you changed from NIS 2009, did you use the Norton Removal Tool to remove NIS 2009 after first deleting the program from add/remove. What I'm asking is if this was a clean install on N360? If your computer was already infected, installing N360 on an infected computer will cause N360 not to perform correctly.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.8.65 Core Firmware 288 Chrome latest version.
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

I see, this makes alot more sense now. I do not think I used the norton removal tool to uninstall NIS 2009. I believe norton simply removed it for me when installing Norton 360 3.0. It does make more sense now that norton would not perform correctly if I was already infected. When I found that norton 360 detected only a tracking cookie I began to wonder why. So I downloaded spybot search & destroy, malwarebytes anti-malware & windows defender cause I wanted to resolve the issues I've been having. I remember malwarebytes anti-malware found 4 trojans all in my registry area and some type of virus. I do recall norton 360 quarantined a trojan from a backup or something. I want to clean everything out of my pc and get it working back to normal. Especially as my browser is still redirecting me to ad sites or other search engine when clicking on a official link which is very frustrating. Now if something is quarantined how do I get rid of it? Norton 360 3.0 gives no option to delete a trojan. If anyone can help me solve these issues I would be greatful. I know a slight bit about computers I ran a chkdsk and it fixed some errors I had. I used regcure to fix some registry problems. I even tried doing a system restore about 5 times and all have failed. When i boot my pc up I get a message about Boot.ini file not being found and that it has to boot from C:\Windows.

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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

FLGator83:

Can you give us a Hijackthis log?  It will tell us what all is on your machine and it may allow you to correct a couple of things.  There may be a delay while we wait for an analyst to come online.

You will be able to attach the log as a notepad file by using the "add attachments" link below the orange post button.

http://free.antivirus.com/hijackthis/

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

No problem. I have much patience as we wait. Till then here is the log file.
Dateianhang: 
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Hi FL Gator

I can tell you this much. Spybot S&D Teatimer will definitely interfere with N360. Teatimer is a real time part of Spybot, so you have at least 2 real time security programs running. Having more than 1 real time security program running is like overkill. It prevents both programs to run effectively and causes more problems than it can fix. Tea Timer prevents any program to make changes to the registry, so any cleaning that is attempted can't be done effectively with that part of the program installed.

 Message Edited by floplot on 11-24-2009 05:22 PM
Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.8.65 Core Firmware 288 Chrome latest version.
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

If PCPitstop Antivirus is running as well, we have the same issue.  We can't tell at this point how much of the problem is caused by conflicts and how much by malware.  Spybot S & D can actually prevent the removal of some malware.Message Edited by delphinium on 11-24-2009 02:41 PM
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

This is the odd thing I don't even have pcpitstop antivirus anymore. I don't even know why that's showing up. I thought I completely removed it from add/remove progs. so do u suggest I remove spybot? It has fixed issues I have but everytime it fixes them i scan again and the fixed problems keep showing up. keeps doing the same thing over n over.
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Hi FL Gator

Does that pcpitstop antivirus program have a removal tool that you can use to clean up the rest of that program?

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.8.65 Core Firmware 288 Chrome latest version.
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Update: I have checked my history in my windows defender. it shows 4 trojans. here is what it found below. Now all of these were detected using windows defender. Which Norton 360 3.0 never found during a full scan.

Name:                                                     Alert Level                          Action Taken                         Date                                  Status

Trojan:Win32/Alureon.gen!U                    Severe                                 Remove                       11/20/09  4:24PM                  Succeeded

file:

globalroot\Device\Ide\iaStor0\qfpufdie\tdlwsp.dll

Trojan:Win32/Hiloti.gen!A                        Severe                                 Remove                       11/18/09  11:12PM                Succeeded

file:

C:\System Volume Information\_restore{3A579F61-82CF-4117-919A-DB7B394CD5BC}\RP339\A0201147.dll

Trojan:Win32/Alureon.gen!U                   Severe                                 Remove                       11/18/09   6:36PM                 Succeeded

file:

globalroot\Device\Ide\iaStor0\evmttbjo\tdlwsp.dll

Trojan:Win32/Hiloti.gen!A                       Severe                                  Remove                      11/18/09  5:35PM                   Succeeded

process:

pid: 1120

regkey:

HKLM\SOFTWARE\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\Vtuqepasu

runkey:

HKLM\SOFTWARE\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\Vtuqepasu

file:

C:\windows\esicegalajunazi.dll 

Message Edited by FLGator83 on 11-24-2009 07:54 PMMessage Edited by FLGator83 on 11-24-2009 07:56 PM
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

To answer your question. No it never came with a removal tool nore can i find one online to use it. Pc Pitstop ran like a snail anyway. I wanted to do a free scan from their site and it wanted me to download all this crap before scanning. Then i eventually removed it from add/remove progs.
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

FLGator83:

It looks as though you installed N360 on top one of the newer rootkits.  Spybot would also have interfered with the installation if Teatimer was running.  Poor N360 never had a chance on this one.  

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Hi

It's TDSS Generation 3 that in this case has involved "iaStor.sys" and NOT "atapi.sys"

Quads 

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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Ok so what exactly am I supposed to do? remove norton 360 and reinstall?

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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

You have three options to solve the problem, which is fairly serious and impacts your protection of personal information.

1.  You can take advantage of Symantec's service to clean your computer.  There is a fee for this.

2.  You can take your machine to a professional in your area to have the system cleaned of the infection, and then reload Norton.

3.  You can post on a malware removal site and follow the directions they will give you to remove the infection yourself.  This can be

    somewhat labour intensive and take some time due to time zone delays.

NIS2010 has been extremely efficient at blocking these kinds of infections, but since the malware is written to disable antivirus software, it prevents most programs from actually removing it once it is on your system.  It requires special tools and know how to get rid of it.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

Well none of the options will help me. I am a nightclub dj and use my laptop every night so I need it with me at all times I can't get it serviced at this time, nore do I have the money. But I have an idea. I'm going to copy all my files/folders of things I need and store them on a external drive. Then going to completely reinstall windows and start from scratch cause I have a recovery drive on my HP now will this completely clean the infection as if it were never there? If so I will do that. Also will I be able to reinstall norton 360 3.0? And if so how do I do this? I appreciate all of the help. I think this will be the last time I ever use a norton product. It seems that norton 360 3.0 has a ton of bugs and things that need to be fixed. When norton 360 first came out I loved it. It worked brilliantly. Maybe it's just these infections are getting harder & harder to get rid of. The forum is filled with all kinds of threads relating to 360 issues it's good to know that I'm not alone. I think i'll stick with trend micro next time.
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

You will need to go back to factory condition to clear the rootkit.  Just a reload won't do it for you.  Unfortunately, the better the antivirus products become, the better the malware becomes as well.  It's a catch 22.

The Norton products are extremely efficient at preventing infections of this nature, provided also your other programs are kept current, and your browser security is also current.  Your surfing habits also impact the ability of an antivirus to work.  Loading an antivirus on top of a serious infection does not work.

This forum is full of threads about N360 but that is because it is solely for the support of N360 users.  Out of the millions who use it, we have a very small percentage of problems.

I use Trend Micro at work.  I would dearly love to have Norton Internet Security, which is what the boss has.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

I decided to update this thread so here's my story....

I did a complete system recovery to factory settings. Once done I started going to websites to make sure my browser still wasn't hijacked then bang all a sudden I get a trojan.fake & security center trojan. It seemed one of the sites I went to automatically downloaded some fake antivirus software. Norton 360 claimed to have blocked it but the program was still on my computer desktop as startup and started scanning my drive for viruses claiming I had infections and needed to run it I knew it was a joke. So I tried to run a program on my desktop and even try taskmanager none would work due to the fake antivirus saying "I had an infection and needed to run it" I began to panic. I decided to restart my computer in safe mode and then run malwarebytes anti-malware. It found 4 trojans and cleaned every single one. I restarted the computer and everything was perfect. This just goes to show that norton is a real piece of **bleep** for malware spyware protection. I even checked my norton to make sure my spyware protection was one which clearly was. The only thing that protected me was malwarebytes anti-malware which was FREE! and I am so greatful for that. Norton 360 cannot be trusted it couldn't even get rid of a fake trojan! Users beware I even did a quick scan it found nothing but a **bleep** tracking cookie that resolved. What a **bleep** joke..

END OF STORY......

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Re: Norton 360 V 3.0 Problems. Trojan/Spyware removal!

you might want to try using firefox instead of IE its alot safer

http://www.mozilla-europe.org/en/firefox/

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