Error: "5013,3" and trojan.patchep sys

Norton Security | Norton Internet Security
1

Hello,

 

I am stuck.  

 

OS:  Windows 7

using Norton 360 Premier

 

Upon start-up received the 5013.3 error; followed instructions to download Norton Power Eraser.

NPE ran, restarted, scanned.

360 gave message that trojan.patchep sys had to be removed manually

Went to step 2 and 3 of NPE instructions

Couldn't complete step 3 because Base Filtering Engine was missing

Computer crashed

Now can't get it to start, keeps going to System Recovery Repair

 

Any advice is greatly appreciated.

2

Just to test.

 

On booting the PC press F8 over and over, do you get the advanced options with Safe Mode an Option??

 

Quads

3

Yes, just did it.  Didn't want to do anything else until I heard from you.

 

I am on the Advanced Boot Options Screen now, waiting for further instruction.

4

Does Windows load using Safe Mode??

 

Quads

5

No, it won't it goes back to Startup Repair screen

6

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 :smileylol:)

  • 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 

7

Yes, I do.

8

Read Slowly and all of it.

 

Please download http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/   You need to download the bit version that is your Windows Type.


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

9

Here is the log:

 

10

You have a  Rootkit and a Bootkit, so I need more infomation

 

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 (attach).

 

Quads

11

Here is the fixlog.

12

This could take a bit of work as for one it shows things wanting to load and install, other programs to stop,   The Bootkit + Rootkit along with that it is shown your system has not properly booted since the 24th.

 

Quads

13

Oh Quads,

 

That's not what I wanted to hear.  :smileysad:

 

The affected computer is a dear friend's, who allowed two of his teenager's to use his computer.  So who knows what they have done.  If and when I can get this all resolved,  I plan on setting up a very restricted Guest user account for them to use to hopefully prevent something like this from happening.

 

If you are willing to help, I'm willing to do what needs to be done.

 

Thank you so much for your time so far!!

 

It's getting late here in Chicago, so signing off for the night.  Look forward to reading your next response later today.

 

Thanks again,

Jules

14

Has anyone on or since the 24th created or changed user accounts, changed passwords etc.

 

 

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 (attach).

 

Quads

15

Not to his knowledge has anyone changed user accounts or passwords, etc.  The user account is his current one and the password is the same as its been.

 

Attached is the fixlog

16

Does it boot now??

 

Quads

17

Yes!  Do you want me to put it in safe mode or leave it full mode?

18

Leave in Normal Mode.   we have other stuff to do, I just had to attempt to get Windows to load first.

 

Quads

19

Have it in Normal Mode.  Waiting further instruction.

 

Thanks!

20

Please read carefully

 

1. Please download aswMBR hxxp://public.avast.com/~gmerek/aswMBR.exe to your desktop. (replace the hxxp with http)
Double click the aswMBR.exe icon to run it
it will ask to download extra definitions - ALLOW IT / Yes
Click the Scan button to start the scan
On completion of the scan, click the save log button, save it to your desktop and Please attach the log in the post back, Don't have the program fix anything.

 

Quads