I was online last night and had just uploaded a lot of information to a website, including using the Identity portion of Norton 360 when suddenly my computer froze and Norton 360 stopped working and has not worked since. The icon that was in the toolbar is no longer there and clicking on the taskbar icon comes up empty. Could my Norton 360 have been hacked into and all of the information removed?
Thanks for your suggestions, Yogesh; I just tried the first one and Norton remains empty. So, I’m moving on to your next suggestion. I’ll let you know . . .
I acutally tried your second suggestion in reversre order by going to the Ugrade Center first and, after it ran a check, it couldn’t find any Norton products on my computer. I will have to try reinstalling Norton 360, but can anyone tell me how it could have been removed while I was online?
Hi DF
This problem may have happened as a result of some bad malware, possibly even a rootkit. Could you please run a complete scan with the free version of malwarebytes first.
Download the free version, install and update then run a FULL scan. After the scan completes you should post the logs back to this thread. You can post the log by using the add attachment under the post button.
You can find Malwarebytes here
http://www.filehippo.com/download_malwarebytes_anti_malware/
It is a safer location to get the program from than malwarebytes themselves because the malware writers know all about the malwarebytes program.
I would also recommend running a Gmer scan too
http://www.gmer.net/
After it is downloaded to your desktop, right click on the icon, go to properties, and click unblock and apply. For Vista, right click and run as administrator.
Make certain that auto protect in Norton is disabled while running the scan. If your machine crashes, try running it with all of the boxes unchecked, except for Registry and files.
You will be able to post the log here using the "add attachments" link below the orange post button.
Thank you, flopot. I downloaded malwarebytes last night and ran a full scan. Now that you've explained about the malware writers, directly, I'll uninstall it and reinstall it from the link you've provided. I won't be able to disable the auto protect in Norton because I'm unable to access any aspect of Norton at all. So, I pretty much think it's already disabled somehow.
One more thing, please excuse my lack of knowledge, but when you mention that the computer may "crash" after running a Gmer scan, I'm envisioning that it's destroyed--what do you really mean?
Thanks so much for your help.
Hi DF
By crash, I mean it may make your computer reboot. With Gmer, please tell it to save the log to notepad. Just post the log here using the add attachments. Do not attempt to fix anything by yourself.
Hi, Floplot
The full scan with the malwarebytes is finally complete and the report only indicates one threat: "Invalid Startup Items (Invalid Item)". However, when I ran the first mawarebytes software that I had downloaded last night (and uninstalled today), there were supposedly 408 threats, six of which were major and were "fixed" (the rest could only be fixed if I paid). Should I attempt to fix the current threat?
In the meantime, I'm going to download the Gmer scan now. I'll get back to you with that report.
Thanks again.
Hi DF
Can you please post the log from malwarebytes here by using the add attachments right under the post button. We have no idea what this invalid startup item is without seeing the log first. There is a new version of malwarebytes that came out today 12/4 which is version 1.42.
I'm sorry that it has taken me so long to reply; my computer crashed when I tried to download the Gmer scan and I've had a lot of difficulty getting my computer to work properly again, particularly the internet. Now that I've got everything running, all of the programs keeps freezing . . .
I've attached the malwarebyte log. However, the report was open when the computer crashed and I notice that the report now says that no threats were found.
Considering the havoc wreaked by my attempt to download Gmer, I'm hesitant to try it again. Is there another option that is equally good? Or should I just try Gmer again, with everything unchecked except for the two you suggested?
The attachment was rejected andI don’t have notepad. What other format is accepted here?
However, when I ran the first mawarebytes software that I had downloaded last night (and uninstalled today), there were supposedly 408 threats, six of which were major and were "fixed" (the rest could only be fixed if I paid). Should I attempt to fix the current threat?
This doesn't sound like Malwarebytes to me. The free version removes whatever it finds and does not require purchase of the software. That sounds more like a rogue AV.
It acts like a rogue as well.
I would suggest that you take the problem to a malware removal forum, such as Bleeping Computer, where the tools and training are availble to safely remove the infection.
Hi DF
This is a user to user Forum. We are not always in the Forum. Delphinium has told you the next step. Please follow her advice She is a Guru and knows far more than I do.
As Delph mentioned in her post, Malwarebytes free version does not say that certain items can only be cleaned with the paid version. We don't know where or what program you actually downloaded the first time when you tried the so called "malwarebytes".free version.
I was online last night and had just uploaded a lot of information to a website, including using the Identity portion of Norton 360 when suddenly my computer froze and Norton 360 stopped working and has not worked since. The icon that was in the toolbar is no longer there and clicking on the taskbar icon comes up empty. Could my Norton 360 have been hacked into and all of the information removed?