I hate to interrupt you whilst you are masterfully crafting a solution for this user, however, you recommended TDSSKiller from Kaspersky. Is this because Symantec does not offer a similar tool, or, is it that what Sym offers is not as comprehensive/powerful as what Kaspersky provides? Please note- If you are too busy to answer this, or, you have received this stupid question a thousand times before and just do not desire to answer it, I completely understand - - maybe someone else will share their wisdom with me?
I'm having quite a dilemma with my laptop today for some reason, so it might take me a while to continue with the things you told me to do. I just wanted to let you know, that my laptop restarted only to give me a blue screen that said something about dumping physical data, then it resorted to restart, launch it's system repair and I did system restore. It started up fine, then turned off unexpectedly more than once, because windows wasn't functioning and I used system restore again. This time my laptop is managing to stay on, however now my Norton 360 is acting up and wants me to uninstall and reinstall it. I had to download its updates and I have an error 3039, 65559. I'm not sure what's going on, but it has me worried.
First, I am very sorry to hear that you are having so much trouble. Let me ask you this, are you able to access Safe Mode with Networking on your system? If so, I might run a full system scan with Malwarebytes’ there and see, if by some miracle, that might be able to alleviate some of the symptoms exhibited. I don’t like when you mention about System Restore. Personally, I have that disabled on my laptop. Oftentimes, if you sustain an infection, those traitorous files can be backed-up only to rear their ugly head again. If the scan with Malwarebytes’ in Safe Mode with Networking does not work and the symptoms are as bad as you have documented, you may just desire to perform a complete re-format (not building upon a residing operating system etc.) and start totally fresh. Do you happen to have the original DVDs that came with the system? Is the system still under warranty? Because, say you re-format but the memory has been damaged, these things can be costly. You mention that you use the system for school. Would it happen to be a University issued system? If so, if they have a laptop repair shop, you may be able to take it there for repair free of charge. My laptop was University issued, and if there was ever any problems, they were more than happy to help.
About Adobe- always go to the legitimate site for updates. Same goes for Java. Personally, programs in the vein of QuickTime, Java, RealPlayer are garbage and I completely scrubbed Java from my laptop.
I appreciate if you could help me in any way if you could. I think at this point I will accept any kind of help. Unfortunately, my windows wasn't working yesterday and my laptop wouldn't turn on at all, I tried to use Safe Mode but the blue screen appeared and mentioned that windows wasn't working right and shut down my laptop. I didn't get to try the Safe Mode with Networking though. Then my laptop kept starting up the launch repair and I tried to avoid using system restore at first, however, since I'm not good with these sorts of things I eventually used that. My laptop was able to start up somehow, but I ended up using a system restore point from 2 weeks ago. I don't have the DVDs that came with my system and I don't think it's still under warranty, since I've had this laptop when I was still in high school. My university does require laptops and does issue to those students that don't have one, however since I already had one, it saved me money from having to purchase one. Today I did go by the help desk where there are people happy to help solve any computer problems, and I explained to them about my situation. They were willing to help if my laptop was issued by my university, however, since I bought this on my own, the only thing they would be able to do is check it out. They won't be able to work on it, but they mentioned they would try and see what's wrong, otherwise they would direct me to a shop where someone could work on it. However, it would be nice if I could fix this on my own somehow, because unfortunately I am a broke college student. Even though my laptop is working ok right now, I still don't trust it, and it doesn't help that now my Norton isn't starting up. Do you know if there's any way I can check what's going on in my laptop or to see if there's anything wrong with it?
So, you’re telling me that things just keep getting better and better, lol. I hear ya’ about being a “broke” college student. Funny thing is, even when you complete your degrees there won’t be a position available for you - - at least that’s the boat I’m in. Anyhow, based on the symptoms that you have encountered, I would absolutely NOT trust that system. Do not perform any online banking or similar tasks of significant gravity. If I had to wager, I would say that the trojans have compromised Norton; that will ultimately have to be clean un-installed and re-installed. However, there are much bigger fish to fry. You report, “my laptop is working ok right now….” If that is the case, I urge you to try the Safe Mode option. In order for your laptop to have network access in Safe Mode, you will have to use the ethernet cable (that hopefully came with your system) and plug directly from your machine into your router. At least, that is what I have to do. Next, boot up the system and before the Windows splash-screen appears, tap the F8 key every other second. Hopefully, a list of options should come up. Select Safe Mode with Networking. Next, SEE if you can go to this Website: http://fileforum.betanews.com/download/Malwarebytes-AntiMalware/1186760019/1 That will provide you with direct access to the Malwarebytes’ program. SEE if you can install the program. Next, run a full system scan with that program and see what it turns up.
Well I tried to see what was wrong with my Norton last night and it turned out that it wasn't installed into my laptop, so I reinstalled it and took care of that problem. However, now it's back to what it was showing before with Auto-Protect blocking threats like the trojans and zeroaccess. I was able to access Safe Mode with Networking, but without having to do the ethernet cable, because my laptop didn't come with that. Once I was in the Safe Mode I was also able to go onto the website you posted a link to and I was able to download the program, but when I tried to run it, my laptop shut down on its own. I tried a couple of more times, only for it to shut down. So then I started my windows normally and ran the Malwarebytes' program on my laptop without Safe Mode and after a few hours of scanning, it came up with 7 threats in the list of malicious software. It's asking if I want to remove the selected, but a couple of the files fall under registry key category and some are files coming from Microsoft/Windows. Do you know if it would be alright to remove all 7 of them? I don't want to take out something that will ruin my laptop, so I'm not sure.
Please, please call me H.B. - - you don’t have to waste time typing out “Hammer_Bro” every time. I’m a little confused about the Norton situation as you explain that, “it wasn’t installed into your laptop….”, but, how was it blocking threats to begin with? (lol). Again, let us put the Norton conundrum on hold - - the Malwarebytes’ situation is deliciously more interesting. It wouldn’t complete the scan in Safe Mode yet finished in the normal interface? It SHOULD run with LESS interference in Safe Mode. If that isn’t odd, I don’t know what is. I guess let’s be thankful for small favours. To delete or not to delete? (picture that line sounding like James (Eric Stuart) from Team Rocket) Decisions, decisions. So many and so little time. First, let me provide you with my legalese as I have studied both Constitutional Law and Civil Liberties respectively. Regardless of what pathe you ultimately choose as the end-user [MikoChan27] neither I, Symantec, NOR Malwarebytes’ shall be held liable for any damages pecuniary or otherwise that arise from your ability/inability to use the software. This provision survives even if the aforementioned party [I, Symantec, Malwarebytes’] is aware that damages may occur to your respective system. Some States do not allow for the exclusion of certain liabilities - - yeah, that nice little clause doesn’t apply here, lol! Oh, precious Miko, I apologise if the former EULA sounds cold (burrr) it’s just the way things are these days. Please understand, if I had the money to give you, I would just buy you a new system, a fully-loaded Dell with Win8 and awesome multimedia capabilities that everyone craves. Then you wouldn’t have to put up with stinky Windows Vista. I have to tell ya’, I had Vista for a BRIEF time and it was sooo unstable. I immediately upgraded to Win7. Now, I know Quads will disagree with me (no mind the fact that he probably disagrees with the whole course I have taken you down), but I would allow the program to REMOVE the threats. I remember in a conversation I had with a technical support agent from Malwarebytes’ there was a time when I had asked him if certain elements should be deleted or added to the ‘ignore’ list. His response was (in so many words), “Let the program work….” I mean some things you can just inherently tell. For example, I have System Restore disabled on my laptop - - and whaddaya know, Malwarebytes’ FOUND that System Restore was disabled. Of course it couldn’t tell if malware made the change so it flagged it, but I knew it was user-generated thus I threw that item into ‘ignore’. That will be the hallmark of future improved versions. Being able to decipher benign user ‘tweaks’ (if you will) versus disruptive malware changes. However, if Malwarebytes’ discovers say, Trojan.Spambot, it is a safe bet to remove that. In many respects, you have to be “smart” about these things. On some level, I feel like what more can you lose? I mean your computer is already in a state where it is shutting down unexpectedly. Granted, I’m someone who is daring. I’ll throw the dice and take my chances. To give you an idea, I’m a registry rover. I know inherently what BHO’s should be in my registry. I know to remove unwanted or malicious items out of “Run” in HKEY_LOCAL_MACHINE. I examine Sys32 for oddities. That’s me, but at the same time, I acknowledge the fact that most people are NOT comfortable editing the registry etc. without the assistance of say a Symantec Employee. Ultimately, the decision is yours and yours alone. You have to be comfortable. Again however, if I was in your shoes, I would remove the seven [7] threats.
Malwarebytes' will not solve the Zeroaccess problem for you. It may be detecting some secondary issues or even some PUMs that are unrelated to the main issue you face. I would recommend registering and posting to one of the malware removal forums below and following whatever instructions you receive to the letter.
I went ahead and registered and posted to one of the malware removal forums that you listed down and hopefully, I will receive a reply soon. I did have the Malwarebytes' program delete the threats--a couple that were Zeroaccess--however, my Norton is still blocking the Zeroaccess.B threat. So I do think it's still in a corrupted file of my laptop.
I think I should've been more specific about the Norton situation, because it didn't make sense to me either, but here's what I think happened. When my Norton was first acting up, it had some sort of error come up and the only way to fix it was to uninstall and reinstall it, so I did that, but when it asked me to restart my laptop to finish installing, my laptop shut down. And after that Windows pretty much didn't start up and that's when I ran into that dilemma with System Restore. Once I used SR to a point from 2 weeks ago, I noticed that my Norton didn't come up, probably because I never really finished installing it from before. Does that make sense? Unless something else went on. I like how you referred to Pokemon for that line. lawl. I first read your post in the early morning when I was getting ready to go to Uni and I had to suddenly question what I was getting myself into. I think it was just the EULA and little clause you typed out. It was definitely too early for me. Yesterday, after the Malwarebytes' program had finished scanning and showed the threats, I did want to remove them right away, but I always second-guess myself or over analyze it. But you were right, what more do I have to lose? So I went ahead and removed all 7 of the threats that the program listed--some of which were Zeroaccess and Trojans. However, my Norton is still blocking a couple of more threats that I guess the program didn't find?
After Quads left the post, I figured no one would touch this with a ten-foot pole, lol!
Hi Miko,
Can I be completely honest? If your system is STILL acting up even after running Malwarebytes’, I would be hesitant to use it short of a reimage or reformat. However, with respect to the latter, I remember you mentioned that you do not possess the original DVDs that came with the system. This is a sticky wicket, indeed. Oh, you can absolutely go to the forums Send has recommended; however, I issue you a caution with regard to Bleeping Computer. Outside of that site’s crass name, what I have found in keeping with it is to keep your Excedrin bottle handy. So many different forum “leaders” ring-in with sooo many different ideas, that by the end of it, you just don’t know whom to trust. I really wish I had your system in front of me. Let me ask you this, would you be adverse to me peering into your registry? I’m not exactly sure what I would find, but, just for the “fun” (if you can reference it that way) of it, I would love to see what background processes are present. Since you barely know me, and privacy concerns are ever-present these days - - I would completely understand if you decline.
Have you considered running Norton’s threat remediation or VRQ tool? From my experience using it, after it runs, it will dredge together a list a processes etc., those that are suspicious will be highlighted. Make sure that they are checked, and, click full-mode cleanup. See if that helps.
Well so far, my laptop doesn't seem to be acting up, but my Norton Auto-Protect is still blocking threats like before. So as much as I'd like to think my computer is ok, I know it isn't. I did get a reply from one of the forums I posted, but when I tried running the scan I was told to use, I had to run it a couple of times only for it to stop responding and freeze my Windows to the point where I couldn't even shut down my laptop properly. I'm honestly debating whether or not to try it again, or just wait until I can get ahold of someone that is willing to work on my computer here at home. Although that could take quite a while, since I'm determined to see if I can fix this somehow. How nice that would be, then I wouldn't have to spend any money. I'm also really hesitant about the idea of peering into my registry, since I'm not really sure how that works. I will try and run the Norton Power Eraser tool you posted and hopefully something happens.
Did you ever have the feeling that you were being watched? Ha, ha, ha.
A better crafted political response one could not find. However, I do NOT believe that running the VRQ tool available at: Norton.com/vss is “rocket science”. I must concur with “keatkenneth”, the times I have run that program (even outside of Symantec’s jurisdiction) it worked superiorly well.
My last post was in response to Send’s link. Worry not, it would not be the first time that me and him have “banged swords” (so to speak) and it probably won’t be the last. (laughs)
So, the plot thickens? What the devil did they have you run that affected your system so adversely? Those monsters, lol. I equate the registry to the “core” (if you will) of the system. One [1] wrong move can have absolutely disastrous consequences, however, again, I’m someone who is willing to throw the dice. However, like in that Black Sabbath song, “It’s up to you….”