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Kudos1 Stats

Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

I tried to install norton antivirus suite, but received an error which directed me to use Norton Power Eraser.  After using power eraser,  Windows will not boot in any mode.  I have tried using all of the restore points to no avail.  I also tried the norton bootable recovery disc, but my laptop will not recognize an internet connection, so that removes the power eraser undo option.

Please, if anyone could help,  I'm desparate.

I've heard Quads is pretty amazing at this kind of thing.

Thanks  to all of you in advance.

Mr. E

Replies

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

I tried to install norton antivirus suite, but received an error which directed me to use Norton Power Eraser.  After using power eraser,  Windows will not boot in any mode.  I have tried using all of the restore points to no avail.  I also tried the norton bootable recovery disc, but my laptop will not recognize an internet connection, so that removes the power eraser undo option.

Please, if anyone could help,  I'm desparate.

I've heard Quads is pretty amazing at this kind of thing.

Thanks  to all of you in advance.

Mr. E

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

What did Norton Power Eraser find??

Quads

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

sorry for late reply,  got called into work unexpectedly.  

The original issue I was trying to fix was TrojanZeroAccess.b.  I downloaded Norton and got a 5013 3 error.  Fixed that and then installed Norton Antivirus.  Found numerous Trojans constantly, and eventually started seeing the 5013 3 error again.  At that point Windows was not responding while, for example:  slow boot up times,  slow response on all apps, Windows Update was missing,  so I ran a system restore on it, and everything seemed fine.  I then proceeded to install Norton again as the restore took Windows back to a point without any virus protection.  I received an installation error and was reccomended to use NPE to fix the problem by Norton.  So I did.

I wasn't paying a whole lot of attention while I was using NPE.  Not very bright I know.   

NPE said it found two things.  One was a file that it wanted to erase and the other thing was something about the rootkit that it wanted to fix.  When I clicked fix, NPE stated it was removing both issues.  Then NPE rebooted and put me in the state I am in now.  

Once again, thanks for even responding

Mr. E

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

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.

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

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

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

yes

Kudos1 Stats

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

Read Slowly and all of it.

Please download http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/   You need to download the 64 bit version 

Transfer it on to the Flash Drive / portable Hard 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  / portable Hard 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

Kudos1 Stats

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

No problem.  scan tool worked great.  File is attatched.

Mr. E

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

I am going to get FRST to gather more information for me, to double check.

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: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

here it is.

thanks

Mr. E

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

Delete your copy of fixlist.txt on the flash drive.

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.

NOW, see if Windows load,  if Windows loads a screen asking if to run Startup Repair or to Start Normally,  Choose start normally.   It may take longer to load first time around.

Quads

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

Yes!!!!!  It started up normally. 

You are amazing!  Thanks so much. 

I'm pretty sure I have more steps to follow so here's the latest log.

Thanks again,

Mr. E

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

Please read carefully and follow these steps.


Download TDSSKiller from http://support.kaspersky.com/faq/?qid=208280684  click on the TDSSkiller.exe green link.

 

Double click on TDSSKiller.exe to run the application,

Open the Change Parameters option and select the detect TDL File system

 


 

Click OK

 

Then on Start Scan.


If an infected file is detected, the default action will be Cure, click on Continue.
If a suspicious file is detected, the default action will be Skip, click on Continue.

Look for the Filesystem detection


It may ask you to reboot the computer to complete the process. Click on Reboot Now.


If no reboot is require, click on Report. A log file should appear. Please copy and paste into Notepad and attach back here.
If a reboot is required, the report can also be found in your root directory, (usually C:\ ) in the form of "TDSSKiller.[Version]_[Date]_[Time]_log.txt". Please attach the log in the post back.

Quads

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

here it is.

thanks,

Mr. E

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

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

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

No reboots.

Mr. E

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

step 4. (a)

Please read carefully and Slowly

You might have to export the results

 

 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: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

ESET didn't make a report, so I directed it to create a text file of the threats that were found.

Mr. E

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

That log did confirm what I broke also at the time with FRST as looking bad

Run: [bitspart] rundll32 "C:\ProgramData\ciphnsvr64.dll",CreateProcessNotify [96256 2012-05-25] (tri lakes medical clinic)

Although I did look up tri lakes medical clinic haha

 

Step 4. (b)

Disable Norton for say 30 minutes

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

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: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

Here they are.

Mr. E

File Attachment: 
Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

Uninstall

ESET Online Scanner

Ask Toolbar

Ask Toolbar Updater

If You have trouble removing the Ask series   Adwcleaner is able to detect its entries and remove it, including the uninstall listings.

http://general-changelog-team.fr/fr/downloads/view.download/2

You can run it anyway if you want, click search on the main screen.

I have to script for the rest.

Quads

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell inspiron Windows 7 64 bit

Quads,

Thanks for helping me.  I cannot get to this until tomorrow afternoon.  I'll be away from the laptop until then.   But I will have a reply for by tomorrow evening.

You have literally saved my bacon on this one.

Thanks

Mr. E

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