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Post by pendoctor on Dec 31, 2014 11:53:54 GMT -8
Hello Quads,
You helped me with a malware problem about 18 months ago, with excellent results. However, I am now experiencing a new problem and I am not sure whether it is malware-related. Because your malware board won't allow me to create a thread, I am posting the problem here to see whether you can figure it out and help me fix it.
This began 3-4 months ago with Internet Explorer becoming slower and occasionally freezing while loading pages. I would have to unplug and re-plug our cable modem and this would help the problem for awhile. We were blaming our cable/Internet service provider since other people who I spoke with seemed to be having problems. I even purchased a new modem about a month ago and it seemed to help a little at first, but the problem has continued. I installed Norton Security and I now get frequent pop-up boxes from Norton stating "Outbound Traffic Detected" and "Do you want to run Norton Power Eraser?" Even when I click to cancel/close these boxes, they quickly reappear. I've also noticed that other programs, such as WORD and Adobe Reader, tend to slow or freeze periodically while loading. I checked the Norton Community Board and this sounded like a possible malware problem.
Can you help me?
Thanks!
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jan 1, 2015 0:35:31 GMT -8
The Malware Board on the Norton Forums are locked
Quads
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Post by pendoctor on Jan 1, 2015 7:53:07 GMT -8
Can you help me with this computer problem?
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jan 1, 2015 15:56:29 GMT -8
One of us will get to you, (there are 2 of us)
Quads
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Post by pendoctor on Jan 1, 2015 16:34:51 GMT -8
Great, thank you!
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Krusty
Logging Assistant
In Oz
Posts: 2,330
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Post by Krusty on Jan 5, 2015 4:15:56 GMT -8
What is your Operating System including whether it is 32 bit or 64 bit?
Please read all steps carefully. If you are not sure about something or are having problems with a step, first please re-read the instructions.
Do Not use any tools or any programs for cleaning used until being asked / instructed to do so!!!!!
Malware removal can be difficult over a forum as it is, without a user doing their own actions, the tools used are more advanced and thus have added danger that comes with that. This board is protected so that only Malware removers, Admin and Mods can reply to a users thread but all members can create a thread asking for removal of Infection(s)
Make changes to your computer only when the Malware Expert specifically states it. The Malware Experts request specific steps to be followed, as some malware removal requires multiple steps and evaluations along the way. When you take other advice or make other changes, this often negates the work done by the expert, and can sometimes result in an inoperable system.
This also includes any tools or steps other than those the from the Malware Expert. We need to be certain about the state of your system to see what actually is going on, and what is required to fix the system while not harming the rest of the system. Most often, well-intentioned independent efforts can make things much worse. The malware remediation tools are more advanced than othe tools, and can often create bigger problems when used without expert guidance.
Follow all the directions in order, and to the end. Please perform all steps in the order they are listed in each set of instructions. As you might imagine, some steps are a bit complicated. If things are not clear, be sure to stop and let the Malware Expert know the problem. We don't mind clarifying a situation, as others might have the same question. If a tool does not run as expected, don't force it. Stop the steps, and update the forum topic with the current situation. It is better stop and let us know, than to force a tool to run and cause bigger problems.
Also, when your computer is clean and we are finished, the Expert will tell you we are finished. Malware removal is a process that requires verification, and we want to be sure your system is completely clean before we're done.
When describing your problem, provide as much information as possible, as soon as possible. Explain as best you can what happens with your computer, e.g. it beeps three times, black screen with cursor then goes no further, system gets stuck at the Windows startup logo, etc. This helps the expert to understand what is happening to the system and what may be wrong. If your computer cannot start up successfully please provide details about your installed Windows Operating System, including the Version, Edition and if it is a 32bit or a 64bit system. (e.g. Windows Vista Home Premium 32-bit)
When the user follow instructions and things still go a little haywire, and it does happen, it is up to us to sort the extra problem out.
Take longer to read if your language is not English, so that hopefully it is understood.
Reply stating you have read the post fully.
I also if it is busy (have a lot of systems at once to deal with) like being in a supermarket checkout line, waiting their turn, I use the forum like a checkout line.
And the Forum is VERY BUSY at the moment for just 2 Removers, so Please be patient as no one would want us to do a script wrong and hurt someones Computer / System.
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Post by pendoctor on Jan 6, 2015 9:22:20 GMT -8
My OS is Windows 7, 64-bit. I am at work, but will work through these instructions this evening since this is my home computer.
Thanks.
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Krusty
Logging Assistant
In Oz
Posts: 2,330
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Post by Krusty on Jan 6, 2015 17:40:20 GMT -8
Read Slowly and all of it.Please download Farbar Recovery Scan Tool 64bit and save it to your Desktop. Place FRST64.exe onto your desktop from where ever it downloaded to. IF IT IS NOT ON THE DESKTOP (YOU DID NOT DOWNLOAD DIRECTLY TO DESKTOP), THEN RIGHT CLICK ON THE DOWNLOADED FILE AND SELECT CUT. FIND A BLANK SPOT ON YOUR DESKTOP AND RIGHT CLICK ON IT, SELECT PASTE AND THE FILE WILL BE ON THE DESKTOP. Thank You (this is very important later on)! Start FRST64 that is on your Desktop by right clicking on it and selecting "Run as Administrator..." . The tool will start to run. When the tool opens click Yes to disclaimer. (if it does) Press Scan button. It will make two logs ( FRST.txt and addition.txt) on your Desktop. Please attach the logs in your reply back. Or open the logs in notepad and copy the logs and paste back in a message as a reply. ( Ask if you don't know how to do either of these). Notes:
If your Security software blocks the running or download of FRST / FRST64, please disable the security software or make an exception for this file. FRST is updated very frequently and is safe to run but because of the frequent changes (to keep up with newest malware techniques) most Security Software does not approve of the unknown file. Right now the forum will not allow one to attach the Addition.txt file so please use wikisend.com or pastebin.com/ to upload the file and then post the download link here in your reply post.
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Post by pendoctor on Jan 6, 2015 20:28:41 GMT -8
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jan 6, 2015 20:51:18 GMT -8
Your links do not work
Quads
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