jaybe
New Helpee
Posts: 12
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Post by jaybe on Sept 14, 2014 12:59:27 GMT -8
Currently using Windows 7 64bit, internet explorer is affected by Suprasavings malware. I have identified a file "SupraSavingsService64.exe" in Program Files (x86) which I cant delete, because the file is in use. Any ideas on how to remove?
Best Regards Jaybe
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 14, 2014 14:36:07 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.
Quads
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jaybe
New Helpee
Posts: 12
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Post by jaybe on Sept 15, 2014 12:22:43 GMT -8
Quads I have read the post fully. The PC is running Windows 7 Home premium Service pack 1 with 64 bit OS. Internet Explorer 11 (update version 11.0.12) is also running. When in IE almost every key stroke opens another page featuring ads. When I eventually get to the desired page it invariably shows ads somewhere on the page. I have identified a file "SupraSavingsService64.exe" in Program Files (x86) which I can't delete, because it identifies the file as being in use.
I have also been getting a number of popups requesting that I update various elements of software, but because of the problems with Suprasavings ads I have been ignoring the requests. As a result some software may not be as up to date as it should be.
Regards
Jaybe
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 15, 2014 14:52:41 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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jaybe
New Helpee
Posts: 12
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Post by jaybe on Sept 16, 2014 12:13:59 GMT -8
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 16, 2014 15:37:01 GMT -8
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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jaybe
New Helpee
Posts: 12
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Post by jaybe on Sept 17, 2014 13:03:31 GMT -8
Quads, I ran the script as requested. Please find attached the fixlog.txt file.
Attachment Deleted
From about 5 minutes browsing the internet, the pop ups haven't appeared (I assume the ad at the top of this forum page isn't part of my Suprasavings problem). The "SupraSavingsService64.exe" file noted in my original post has disappeared from the Program Files (x86) folder.
One question I have at this point in the process - there were a number of pop ups which appeared over the last week or two identifying that I needed updates to my browser, java, etc. I ignored them as they appeared to be part of the Suprasavings problem. Am I missing any key bits of software?
Regards
Jaybe
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 17, 2014 14:56:32 GMT -8
You have no AV / Internet security installed Read carefully
Download Adwcleaner www.bleepingcomputer.com/download/adwcleaner/ on to your desktop The Blue Download Now @bleeping Computer button and run a scan ( Scan Button). It will create a log after. Or there is a Report button, ONE SCAN ONLY
Attach or paste the log back here Quads
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jaybe
New Helpee
Posts: 12
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Post by jaybe on Sept 18, 2014 13:00:19 GMT -8
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 18, 2014 15:30:38 GMT -8
OK I missed the service in the FRST log, but the others appear more than 1 month old so did not appear in the file and folder list, Hopefully Adwcleaner won't struggle. a) Click the Scan Button and wait for the scan to finish,. (already done if Adwcleaner is left pending) b) Make sure all of the items under each TAB are to be ticked. c) Click the Clean Button and Adwcleaner will process all the items ticked / checked and then may ask for the system to be restarted.
d) It should create a new log afterwards (with S0 in the name).
Here is a Screenshot example Quads
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