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Post by markburrows on Aug 17, 2014 10:37:34 GMT -8
Hi I am new to this as never had this problem, my computer started running very slowly and hanging, the hard drive was constantly running, cpu usage 100% and 123 processes running. Then norton internet security randomly turned itself off and on, then stopped working. I tried to reinstall norton thinking there was a problem, but it will not re install bringing up the red error box. I ran power eraser, but after removing some rubbish it still wont install. So i have spent the evening running the norton recovery boot tool, it scanned everything and didnt find anything. Norton still wont install, what can i do now
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Aug 17, 2014 11:02:10 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.
NPE can cause more problems including at times causing Windows not to boot.
Quads
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Post by markburrows on Aug 17, 2014 23:07:10 GMT -8
Hi Quads,
Thanks for the quick reply, i understand completely and will be grateful of any help. Please not I am living and working in Bahrain so apologise if i dont reply quickly due to time difference and work schedule, however will check evrytime i can for updates. More info for you......... The hard drive sudenly started runing all the time causing the computer to hang and freeze, on one occasion i left it overnight and it was still frozen, the only way out was to kill it with the power switch, not ideal i know but the ctrl alt del wouldnt work either. Did what i thought was best with norton as dicussed above. When the machine first boots up, the windows green screen comes on with the welcome note and takes about a 30 secs before I get the desktop screem, boot times range from 1m 15sec to 1m 57sec I dont get any strange screen changes, black screen or anything else. At present the hard drive isnt freezing but limit using it to post on here as i have no virus protection installed obviously.
I will get the system infomration for you this evenig when i get home and post on here,
Thanks again for your help
Mark
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Post by markburrows on Aug 18, 2014 8:19:56 GMT -8
HI Quads,
System info as follows:
Acer Aspire 5733 Windows 7 Home Premium edition Service Pack 1 Processor: Intel(R) Core (TM)i3 CPU M30@2.40 GHZ System Type: 64 bit
Is there anything else you need ...........
thanks
Mark
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Aug 18, 2014 10:41:43 GMT -8
Do you remember anything that NPE detected as files or drive 0 ....... for instance??
Quads
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Post by markburrows on Aug 18, 2014 20:05:31 GMT -8
Good Morning or actually good afternoon to you Quads !,
All I can recall is something called Trojan.Gen.2, sorry dont remember seeing anything like drive 0 but may be wrong. To be honest i wasnt paying attention to what it found just trusted the Norton Power Eraser to do its job, that mistake wont be happening again....... not a happy bunny at the moment, hope you can help me fix it,
Thanks Mark
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Aug 18, 2014 20:18:40 GMT -8
Not much help as that is a generic detection for anything from what is legit (so a false positive) to Malware that includes the files belonging to the likes of Zeroaccess, Pihar etc. 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 markburrows on Aug 18, 2014 23:19:36 GMT -8
Thanks Quads, I will do as soon as i get home form work and post results
Mark
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Post by markburrows on Aug 19, 2014 8:37:55 GMT -8
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Aug 19, 2014 22:43:29 GMT -8
You did have PUP's on your system and you have a program that is a bit odd and does not show in the programs list (from what I can see)
For now uninstall Malwarebytes
Quads
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