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Kudos0

Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Hi,

My symantec endpoint protection keeps detecting these three virus names - Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit.

I really need help with the removal. It is making my computer really slow and I am really worried about this.

Please help! I would really really appreciate it!

Thank you!

Replies

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Hi,

My symantec endpoint protection keeps detecting these three virus names - Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit.

I really need help with the removal. It is making my computer really slow and I am really worried about this.

Please help! I would really really appreciate it!

Thank you!

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

  1. Open My Computer / Computer.
  2. Please select the Tools menu and click Folder Options.
  3. After the new window appears select the View tab.
  4. Put a checkmark in the checkbox labeled Display the contents of system folders.
  5. Under the Hidden files and folders section select the radio button labeled Show hidden files and folders.
  6. Remove the checkmark from the checkbox labeled Hide file extensions for known file types.
  7. Remove the checkmark from the checkbox labeled Hide protected operating system files.
  8. After this please press the Apply button and then the OK

Now you can see all the Hidden Files and Folders inside the computer. Now go to the location C:\Windows\Installer

Now you can see one Hidden Folder with a Random name. Eg : {6256380b-62e6-5202-0783-ddab7c41e598}

Open this folder then you can see the following files. U , L , @ Etc

Delete as much as Files you can. You will not be able to delete some  files like  @ and the Folder U. Rename this files with a name 1 or 123.

Now go to the location  C:\Users\{Your User Name}\AppData\Local\{6256380b-62e6-5202-0783-ddab7c41e598} and delete as much as files you can. In this folder also You will not be able to delete some  files like  @ and the Folder U. Rename this files with a name 1 or 123.

After this restart the computer. After a restart go to the following  location and delete all the files and folders inside that.

C:\Windows\Installer\{6256380b-62e6-5202-0783-ddab7c41e598}

C:\Users\{Your User Name}\AppData\Local\{6256380b-62e6-5202-0783-ddab7c41e598}

 

Restart the computer once again. By deleting all this files the issue with the Trojan.gen.2 will be fixed

To Fix the issue with Trojan.zeroaccess

In Windows 7 and Vista

Go to Start Menu and Inside the Search box type CMD.
Now at the Top side if the Start menu you can see one file Called CMD.
Right Click on that one and Select the Option RUN AS ADMINISTRATOR

Now you will get a black Window. Inside that black window type the above commands.

Type or copy & paste "sfc /scanfile=c:\windows\system32\services.exe"
and press enter

. Restart your computer

This will replace the infected services.exe with the original.

After that clear the Norton Unresolved History and do one more full system scan.....

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

These instructions don't work I have tried it

Dumb instructions is why malware removal forums are protected from this.

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Ah I didn't try those instructions yet, what should I do instead Quads?? Please help.
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

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, including if it is 32 bit or 64 bit??

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Thank you, Quads!!

My operating system is windows vista home premium
64 bit operating system
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Do you have a Flash Drive??

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Yep I do
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Read Slowly and all of it.

Please download http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/  Download the 64 bit 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

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Here you go, Quads..

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Uninstall

SuperAntispyware

malwarebytes

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Ok, done..
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

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

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Here you go, Quads..

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

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

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Hey Quads,

So I disabled my symantec endpoint protection before running combofix, but for some reason it was still detecting it as active. But since I had already disabled it, I let combofix run anyway.
Then when it made the log report, I didn't realize that it didn't automatically save it on the computer, so I actually closed the file without saving it.
So I guess I need to run combofix again? But before I do that I was wondering if you knew why it was detecting my antivirus as being active even though I had disabled it? Is there a different way of disabling that you know of, other than right clicking on symantec endpoint protection and choosing disable.

Thank you!
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

It should save it in the location 

C:\combofix.txt

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Ah! Sorry, didn't realize that. But, here you go.. thanks!

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

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


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

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Here you go..

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Delete your desktop copy of combofix.exe

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

Doiwnload the attached CFscript.txt, , For some browsers Right Click the attachment on the forum and select "Save AS" or similar to Download it. See screenshot below.

Now  drag the CFScript.txt into the ComboFix.exe  


  • 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

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Sorry for the delay..but, here you go.. thanks

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Services.exe is now fixed.

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

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Here you go, Quads..

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Part 4. (b)

Download OTL http://www.bleepingcomputer.com/download/otl/

Disable Norton for say 30 minutes

Start OTL,  

Click the Scan All Users checkbox.

Change file age to 60 days

Press the 

An OTL.txt  and extras.txt will be created.

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Here you go, Quads..thanks..

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Uninstall

ESET Online Scanner

McAfee Security Scanner

I have to script for the rest

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Hi Quads,

I uninstalled ESET and McAfee.

Let me know what's next.

Thanks.

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

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

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Hi Quads,

I just did everything you said, except for some reason, I forgot to disable norton before doing it.

I have attached the output log, but do you think I need to run it again?

I'm so sorry for making this harder for you, but thank you so much for helping.

File Attachment: 
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

How is your system running now??

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Hey,

It's actually running fine. Symantec hasn't even detected the virus for the last day or so..

Kudos2 Stats

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Disable Norton

Start OTL again but this time click the Black CleanUp button, then make sure the C:\_OTL folder is deleted.

After that you are free to go on your merry way.  You are now fixed / Solved.

If you want Malwarebytes download the Free version to install and don't click the Trial button

If you want to, you can turn off System Restore wait for it to clear the Restore Points and then Turn it back on once you find all is happy. today, tomorrow whenever.

Quads

Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Wow, that's great! Thank you so much! :)

ok so you think the virus is completely gone now? Would it be safe to do online banking at this point then?

I just turned off the system restore, how long do you think I should wait to turn it back on again? I'm not sure I understand the system restore option etc, so just wondering when it would be safe to turn it back on again. Thanks!

Accepted Solution
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

"ok so you think the virus is completely gone now? "
That is a dumb question
turn on system restore
Quads
Kudos0

Re: Need help removing Trojan.gen.2, Trojan.zeroaccess and Hacktool.rootkit !!

Um ok, sorry..i thought that was ok to ask..
Anyway, thank you for your help. Computer is working fine, so I suppose this is solved.

Thanks again.

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