Trojan.Gen and Trojan.Zeroaccess have infected our family computer

Norton Security | Norton Internet Security
1

Hello, 

 

  Thank you for being so generous with your time and talents in helping Symantec Norton customers with problems like this.

 

  Viruses of the Trojan.Gen and Trojan.Zeroaccess have infected our family computer while (I thought) protected by Norton 360. They also seem hijack the Google Chrome browser to web sites like www.uwavou.com and superfish.com, and prevent the Chrome browser on this computer from establishing a secure internet connection with secure-Norton.com.  Neither Norton complete system scans (aggressive) nor the Norton Power Eraser cured the problems or removed the viruses, as they keep reoccurring.  Although Norton says it is "blocking" these viruses, I can't have any confidence in this computer, particularly for functions like on line bill pay or banking while it is infected.  

 

  Also, perhaps coincidentally, or not, the Windows update "service" is no longer working on this computer, and I have no idea how long it has been since windows has been successfully updated, which is no doubt contributing to the vulnerabilities on this Delll Inspiron laptop computer running Windows Vista.  

 

  This computer also keeps getting Hight CPU Usage performance alerts that I can only assume are virus related, because I am not doing anything computationally intensive on the computer.

 

  I have tried both aggressive full system Norton scans (which also found "Suspicious.Cloud.7.F and said it removed it), and Norton Power Eraser with the root kit option, but neither has been able to remove the viruses in the Trojan.Zeroaccess and Trojan.gen family.  I have also tried the Microsoft Malware Removal tool, and the free Kaspersky rootkit tool, but neither of them has removed the Trojan.Zeroaccess or Trojan.gen viruses either.

 

  Any help you can provide would be most appreciated.  

 

  [EDIT: Moved to its own thread. Dave]

2

Hello, 

 

  Thank you for being so generous with your time and talents in helping Symantec Norton customers with problems like this.

 

  Viruses of the Trojan.Gen and Trojan.Zeroaccess have infected our family computer while (I thought) protected by Norton 360. They also seem hijack the Google Chrome browser to web sites like www.uwavou.com and superfish.com, and prevent the Chrome browser on this computer from establishing a secure internet connection with secure-Norton.com.  Neither Norton complete system scans (aggressive) nor the Norton Power Eraser cured the problems or removed the viruses, as they keep reoccurring.  Although Norton says it is "blocking" these viruses, I can't have any confidence in this computer, particularly for functions like on line bill pay or banking while it is infected.  

 

  Also, perhaps coincidentally, or not, the Windows update "service" is no longer working on this computer, and I have no idea how long it has been since windows has been successfully updated, which is no doubt contributing to the vulnerabilities on this Delll Inspiron laptop computer running Windows Vista.  

 

  This computer also keeps getting Hight CPU Usage performance alerts that I can only assume are virus related, because I am not doing anything computationally intensive on the computer.

 

  I have tried both aggressive full system Norton scans (which also found "Suspicious.Cloud.7.F and said it removed it), and Norton Power Eraser with the root kit option, but neither has been able to remove the viruses in the Trojan.Zeroaccess and Trojan.gen family.  I have also tried the Microsoft Malware Removal tool, and the free Kaspersky rootkit tool, but neither of them has removed the Trojan.Zeroaccess or Trojan.gen viruses either.

 

  Any help you can provide would be most appreciated.  

 

  [EDIT: Moved to its own thread. Dave]

3

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 :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.


What is your operating system, including if it is 32 bit or 64 bit??

 

Quads