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Post by avidtr on Jun 28, 2014 10:53:12 GMT -8
Hi.
I’d appreciate your advice and guidance with the following, which I suspect is a malware infection.
Using Windows 8, 64 bit. Using Norton 360 Gold Edition (which I had assumed would protect from this !)
The symptoms are:
(i) As of yesterday Norton LiveUpdate doesn’t complete. Gives Error 8920, 204
In latest attempt, updated 2 of 3 files, with IPS definitions failing.
Following Norton advice,
(a) reinstalled the program
(b) Used Intelligent Updater, when double clicked on the 64bit file got message that file unable to run on my computer.
(c) Norton Power Remover did not work.
(ii) Downloaded malwarebytes free program. Got message that program corrupted – did not run.
(iii) Getting past emails appearing in my inbox.
(iv) Some websites do not behave as expected, or lock.
I ran the Norton full system scan. It identified a number of issues and indicated that these were dealt with. But in the current situation I suspect that this report may be deceptive.
Many thanks.
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jun 28, 2014 16:45:15 GMT -8
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Post by avidtr on Jun 29, 2014 0:49:30 GMT -8
Hi Quads.
No it is not. I have not posted on any other website regarding this problem. I examined the Norton Community and read that the malware section had discontinued, so did not post there. I followed the recommendations to this site.
Thanks again.
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jun 29, 2014 9:47:52 GMT -8
Do Not use advanced tools or any tools used on this board without supervision.
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.
What were the "issuess" Norton detected?? (listed in the Norton History logs, or should be).
Quads
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Post by avidtr on Jun 29, 2014 12:12:21 GMT -8
Thanks Quads.
I confirm I have read your post fully. I will comply totally with your directions.
Regarding the Norton scan issues, I performed the full system scan which found them before I re-installed Norton 360. So unfortunately that security history seems to have been lost on re-installing. The only history I can access concerns the past 2 days; the only matter dealt with was a tracking cookie.
Thanks again for your time and help.
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jun 29, 2014 14:10:32 GMT -8
Read Slowly and all of it.Please download www.bleepingcomputer.com/download/farbar-recovery-scan-tool/ You need to download the 64 bit version.Place FRST64.exe onto your desktop from where ever it downloaded to. Start FRST64 that is on your DesktopThe tool will start to run.When the tool opens click Yes to disclaimer. (if it does) Press Scan button. It will make a logs ( FRST.txt and addition.txt) on your Desktop Please attach the log in your reply back. Or open the logs in notepad and copy the logs and paste back in a message as a reply. Quads
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Post by avidtr on Jun 29, 2014 15:10:21 GMT -8
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jun 29, 2014 15:28:01 GMT -8
Do you not have a user account that has Administrator rights??
I do see items that are bad and a couple that has me thinking that is odd (but may be due to not being an admin account).
Also 2 AV's or the leftovers of one of them.
Quads
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Post by avidtr on Jun 29, 2014 21:04:44 GMT -8
Hi Quads.
Thanks for getting back.
Have an admin account, which e.g. I used for re-install of Norton that I mentioned above. Same issues with admin account, such as LiveUpdate failing to complete, For general PC usage, including for another user, we use a non admin account. Works fine for us.
Will you be suggesting further action to deal with what you found in the log files?
Many thanks.
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Jun 29, 2014 21:21:21 GMT -8
Will have to which to admin account when I says so as some Items may not show in logs at times and only show for the account that is loaded for the registry
You may want to read carefully all of this message first before starting the steps.
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
Download the script attached, needs to be the same file name as well (fixlist.txt), have it on the Desktop, so that fixlist.txt is next to FRST64.exe,
DO NOT DRAG AND DROP to download the script, it won't work for FRST (Right click on the attachment link (not the normal left click) and from the menu choose Save As or Save Link as.)
The script tells FRST what to do.
Start FRST that is on the desktop
When the tool opens click Yes to disclaimer. (if it still does)
Press the Fix button just once and wait.
The tool will make a log on the Desktop (Fixlog.txt) please post it to your reply (attach or paste)
Quads
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