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Hi.

 

I have been referred over by Firefox from the general pc help section regarding this topic...

https://forums.malwarebytes.org/index.php?showtopic=134798

 

Firefox thinks it might be malware or a software/hardware conflict.

 

It is a new Windows 8 64-bit laptop only a few weeks old and I have already reformatted the drive once to try and solve the Windows Update problem.

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  • Root Admin

Hello and :welcome:

Please read the following and run the requested scans and post back the logs and we'll review the system for any potential infections.

P2P/Piracy Warning:
 

 
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Failure to remove or disable such software will result in your topic being closed and no further assistance being provided.

If you have
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. on the system, please remove or uninstall them now and read the policy on
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.




Before we proceed further, please read all of the following instructions carefully.
If there is anything that you do not understand kindly ask before proceeding.
If needed please print out these instructions.
  • Please do not post logs using CODE, QUOTE, or FONT tags. Just paste them as direct text.
  • If the log is too large then you can use attachments by clicking on the More Reply Options button.
  • Please enable your system to show hidden files: How to see hidden files in Windows
  • Make sure you're subscribed to this topic:
    • Click on the Follow This Topic Button (at the top right of this page), make sure that the Receive notification box is checked and that it is set to Instantly

    [*]Removing malware can be unpredictable...It is unlikely but things can go very wrong! Please make sure you Backup all files that cannot be replaced if something were to happen. You can copy them to a CD/DVD, external drive or a pen drive [*]Please don't run any other scans, download, install or uninstall any programs unless requested by me while I'm working with you. [*]The removal of malware is not instantaneous, please be patient. Often we are also on a different Time Zone. [*]Perform everything in the correct order. Sometimes one step requires the previous one. [*]If you have any problems while following my instructions, Stop there and tell me the exact nature of the issue. [*]You can check here if you're not sure if your computer is 32-bit or 64-bit [*]Please disable your antivirus while running any requested scanners so that they do not interfere with the scanners. [*]When we are done, I'll give you instructions on how to cleanup all the tools and logs [*]Please stick with me until I give you the "all clear" and Please don't waste my time by leaving before that. [*]Your topic will be closed if you haven't replied within 3 days [*](If I have not responded within 24 hours, please send me a Private Message as a reminder)




STEP 0
RKill is a program that was developed at BleepingComputer.com that attempts to terminate known malware processes
so that your normal security software can then run and clean your computer of infections.
When RKill runs it will kill malware processes and then removes incorrect executable associations and fixes policies
that stop us from using certain tools. When finished it will display a log file that shows the processes that were
terminated while the program was running.

As RKill only terminates a program's running process, and does not delete any files, after running it you should not reboot
your computer as any malware processes that are configured to start automatically will just be started again.
Instead, after running RKill you should immediately scan your computer using the requested scans I've included.

Please download Rkill by Grinler from one of the links below and save it to your desktop.


Link 2

  • On Windows XP double-click on the Rkill desktop icon to run the tool.
  • On Windows Vista/Windows 7 or 8, right-click on the Rkill desktop icon and select Run As Administrator
  • A black DOS box will briefly flash and then disappear. This is normal and indicates the tool ran successfully.
  • If not, delete the file, then download and use the one provided in Link 2.
  • If it does not work, repeat the process and attempt to use one of the remaining links until the tool runs.
  • If the tool does not run from any of the links provided, please let me know.
  • Do not reboot the computer, you will need to run the application again.



STEP 01
Backup the Registry:
Modifying the Registry can create unforeseen problems, so it always wise to create a backup before doing so.

  • Please download ERUNT from one of the following links: Link1 | Link2 | Link3
  • ERUNT (Emergency Recovery Utility NT) is a free program that allows you to keep a complete backup of your registry and restore it when needed.
  • Double click on erunt-setup.exe to Install ERUNT by following the prompts.
  • NOTE: Do not choose to allow ERUNT to add an Entry to the Startup folder. Click NO.
  • Start ERUNT either by double clicking on the desktop icon or choosing to start the program at the end of the setup process.
  • Choose a location for the backup.
    • Note: the default location is C:\Windows\ERDNT which is acceptable.

    [*]Make sure that at least the first two check boxes are selected. [*]Click on OK [*]Then click on YES to create the folder. [*]Note: if it is necessary to restore the registry, open the backup folder and start ERDNT.exe


STEP 02
Please download RogueKiller and save it to your desktop.

You can check here if you're not sure if your computer is 32-bit or 64-bit

  • RogueKiller 32-bit | RogueKiller 64-bit
  • Quit all running programs.
  • For Windows XP, double-click to start.
  • For Vista,Windows 7/8, Right-click on the program and select Run as Administrator to start and when prompted allow it to run.
  • Read and accept the EULA (End User Licene Agreement)
  • Click Scan to scan the system.
  • When the scan completes Close the program > Don't Fix anything!
  • Don't run any other options, they're not all bad!!
  • Post back the report which should be located on your desktop.


 

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Hello Advanced Setup,

 

Thank you once more for taking the time to help me. I really appreciate it.

 

I hope it isn't malware, I've been having computer problems for months now - first with the old laptop and now with this new  laptop. I suppose the possibility exists that I may have inadvertantly infected my new computer. I certainly hope that is not the case. I'm tearing my hair out !!

 

Anyway here we go again...

 

 

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  • Root Admin

Well if it were infected then that would at least explain some of the issues you're having.  The current logs don't indicate an issue though yet.

 

 

 

Please visit this webpage and read the ComboFix User's Guide:

  • Once you've read the article and are ready to use the program you can download it directly from the link below.
  • Important! - Please make sure you save combofix to your desktop and do not run it from your browser
  • Direct download link for: ComboFix.exe
  • Please make sure you disable your security applications before running ComboFix.
  • Once Combofix has completed it will produce and open a log file.  Please be patient as it can take some time to load.
  • Please attach that log file to your next reply.
  • If needed the file can be located here:  C:\combofix.txt
  • NOTE: If you receive the message "illegal operation has been attempted on a registry key that has been marked for deletion", just reboot the computer.

 

 

Here is an example of the start of a Combofix log that I ran on my system this morning.

 

ComboFix 13-10-13.02 - WIN8 10/14/2013  15:59:35.1.4 - x64
Microsoft Windows 8 Pro  6.2.9200.0.1252.1.1033.18.4387.3039 [GMT -7:00]
Running from: c:\users\WIN8\Downloads\ComboFix.exe

 

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  • Root Admin

Nothing there to indicate an issue for Windows updates.

 

Please go ahead and run through the following steps and post back the logs when ready.

STEP 03
Please download Malwarebytes Anti-Rootkit from here

  • Unzip the contents to a folder in a convenient location.
  • Open the folder where the contents were unzipped and run mbar.exe
  • Follow the instructions in the wizard to update and allow the program to scan your computer for threats.
  • Click on the Cleanup button to remove any threats and reboot if prompted to do so.
  • Wait while the system shuts down and the cleanup process is performed.
  • Perform another scan with Malwarebytes Anti-Rootkit to verify that no threats remain. If they do, then click Cleanup once more and repeat the process.
  • When done, please post the two logs produced they will be in the MBAR folder... mbar-log.txt and system-log.txt

STEP 04
Please download Junkware Removal Tool to your desktop.
  • Shutdown your antivirus to avoid any conflicts.
  • Right click over JRT.exe and select Run as administrator on Windows Vista or Windows 7, double-click on XP.
  • The tool will open and start scanning your system.
  • Please be patient as this can take a while to complete.
  • On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
  • Post the contents of JRT.txt into your next reply message
  • When completed make sure to re-enable your antivirus



STEP 05
Please download AdwCleaner by Xplode and save to your Desktop.

  • Double click on AdwCleaner.exe to run the tool.
  • Click on the Scan button.
  • AdwCleaner will begin...be patient as the scan may take some time to complete.
  • After the scan has finished, click on the Report button...a logfile (AdwCleaner[R0].txt) will open in Notepad for review.
  • The contents of the log file may be confusing. Unless you see a program name that you know should not be removed, don't worry about it. If you see an entry you want to keep, let me know about it.
  • Copy and paste the contents of that logfile in your next reply.
  • A copy of all logfiles are saved in the C:\AdwCleaner folder which was created when running the tool.



STEP 06
button_eos.gif

Please go here to run the online antivirus scannner from ESET.
  • Turn off the real time scanner of any existing antivirus program while performing the online scan
  • Tick the box next to YES, I accept the Terms of Use.
  • Click Start
  • When asked, allow the activex control to install
  • Click Start
  • Make sure that the option Remove found threats is unticked
  • Click on Advanced Settings and ensure these options are ticked:
    • Scan for potentially unwanted applications
    • Scan for potentially unsafe applications
    • Enable Anti-Stealth Technology

    [*]Click Scan [*]Wait for the scan to finish [*]If any threats were found, click the 'List of found threats' , then click Export to text file.... [*]Save it to your desktop, then please copy and paste that log as a reply to this topic.



STEP 07
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatibale with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.


 

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  • Root Admin

I'm not positive this is the fix or not but the log is having some issues updating some items so it's possible it may be due to some type of corruption or possibly a permission issue somewhere.

 

Please try the following and see if this helps correct the updating issues.

 

How to Use DISM to Fix Component Store Corruption in Windows 8 and Windows Server 2012

 

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Okay I have run the following so far...

 

sfc / scannow

Verification 100% complete.
Windows Resource Protection did not find any integrity violations.

Dism /Online /Cleanup-Image /CheckHealth

No component store corruption detected.
The operation completed successfully.

Dism /Online /Cleanup-Image /ScanHealth

No component store corruption detected.
The operation completed successfully.

 

Should I proceed with 'restore health' given that 'scan health' did not  detect anything ?

 

 

Also, just to summarise this is what I am still seeing at the moment...

 

control panel > programs > programs and features > installed updates

currently installed updates: 126 updates

control panel > system and security > windows update

most recent check for updates: never
updates installed: never

toubleshooting > fix problems with windows update

Potential windows Update database error detected. 0x80070490
Possible issues may prevent Windows Update keeping your system up tp date.

FIXED.

Windows Update components must be repaired.
One or more Windows Update components are configured incorrectly.

 

FIXED.

 

(Note: troubleshooting appears to apply the fix but when I check again the same two problems are detected over and over).

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I ran DISM.exe /Online /Cleanup-image /Restorehealth. This is what it said...

 

The restore operation completed successfully. The component store corruption was repaired. The operation completed successfully.

 

Troubeshooting is still giving off the same two error messages though.

 

Last week I have already tried going back to a previous restore point, refreshing the system, running repair installation of windows and finally a complete system reformat and reinstallation from recovery discs. None of these methods worked.

 

I noted earlier that when I go to control panel > programs > programs and features > installed updates there are 126 updates listed.

 

Are you saying that the windows update log I posted earlier says NONE of these were actually installed ?

 

If they at least were installed I would feel a bit easier. The only concern then would be about windows ability to detect and install future updates.
 

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  • Root Admin

Probably best to sign up on the Microsoft forum and see if someone can assist you further with this.

 

Here are a couple of similar posts but I did not see anything special that you've not already done yourself.

 

Windows Update; Corrupt Files & 8024a000
failure to install september batch of windows security updates
 

 

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Okay. Thanks again for looking into it for me.

 

I tell you it's just been one thing after another with computers this year. Driving me mad !!

 

I will try to get some advice at microsoft. Interestingly in the links you provided above they keep asking people whether the computer came with a pre-installed version of McAfee. Seems that can cause problems.

 

My Sony laptop came with McAfee pre-installed. I uninstalled it before adding Norton etc. but it seems you have to download and run the mcafee removal tool to completely remove all traces of it.

 

So I might reset my pc again and try that.

 

Failing all else I'll send it back to Sony. They sold it to me so they can sort it out.

 

It's ridiculous that a three week old laptop which cost me almost £1000 is having such problems.

 

Anyway, thanks again for taking the time to help me.

 

- how do I safely remove all the tools (ComboFix and so on) ?

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  • Root Admin

Here is a standard speech for clean up.  Though we did not find any infections on your computer.

 

 

At this time there are no more signs of an infection on your system.
However if you are still seeing any signs of an infection please let me know.

Let's go ahead and remove the tools and logs we've used during this process.

Most of the tools used are potentially dangerous to use unsupervised or if ran at the wrong time.
They are often updated daily so if you went to use them again in the future they would be outdated anyways.

The following procedures will implement some cleanup procedures to remove these tools.
It will also reset your System Restore by flushing out previous restore points and create a new restore point.
It will also remove all the backups our tools may have created.

Uninstall ComboFix (if used):

  • Turn off all active protection software including your antivirus.
  • Push the "Windows key" + "R" (between the "Ctrl" button and "Alt" Button)
  • Please copy and past the following into the box ComboFix /Uninstall and click OK.
  • Note the space between the X and the /Uninstall, it needs to be there.

CF-Uninstall.png

Remove the rest of the tools used:



Please download
OTCleanIt
and save it to your Desktop. This tool will remove all the tools we used to clean your pc.

  • Double-click OTCleanIt.exe.
  • Click the CleanUp! button.
  • Select Yes when the "Begin cleanup Process?" prompt appears.
  • If you are prompted to Reboot during the cleanup, select Yes.
  • The tool will delete itself once it finishes, if not go ahead and delete it by yourself.
  • If asked to restart the computer, please do so


Note:

If you receive a warning from your firewall or other security programs regarding
OTCleanIt
attempting to contact the internet, please allow it to do so.


AdwCleaner Removal:
  • Double click on AdwCleaner.exe to run the tool.
  • Click on Uninstall
  • Confirm with Yes

ESET antivirus Removal:
  • This tool can be uninstalled via the Control Panel, Programs, Uninstall


If there are any other left over Folders, Files, Logs then you can delete them on your own.

Please visit the following link to see how to delete old System Restore Points. Please delete all of them and create a new one at this time.
How to Delete System Protection Restore Points in Windows 7 and Windows 8

Remove all but the most recent Restore Point on Windows XP


As Java seems to get exploited on a regular basis I advise not using Java if possible but to at least disable java in your web browsers
How do I disable Java in my web browser? - Disable Java

A lot of reading here but if you take the time to read a bit of it you'll see why/how infections and general damage are so easily inflicted on the computer. There is also advice on how to prevent it and keep the system working well. Don't forget about good, solid backups of your data to an external drive that is not connected except when backing up your data. If you leave a backup drive connected and you do get infected it can easily damage, encrypt, delete, or corrupt your backups as well and then you'd lose all data.
Nothing is 100% bulletproof but with a little bit of education you can certainly swing things in your favor.


 
If you're not currently using Malwarebytes PRO then you may want to consider purchasing the product which can also help greatly reduce the risk of a future infection.
 

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Hi.

Just wanted to check in and say that I have resolved my issues with Windows Update.

The pre-installed version of McAfee which comes with all Sony Vaio laptops was the culprit after all.

I reformated my computer again this evening and started over. Only this time I used the McAfee product removal tool to remove all the traces left behind by the standard uninstall.

Windows Updates all installed fine now. I'm up to date and my computer is in fine shape.

In fact both of my computers are in good shape now after nothing but problems for the past six months.

I'd just like to thank you once more and everyone at Malwarebytes (and not forgetting all the people who volunteer here on the forums) for your hard work and dedication to helping people.

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  • Root Admin

That's great news Andrew and thank you for the follow-up reply with a good resolution to this issue.

Though you should not need it I'll leave you with the normal canned message for final cleanup as it has some good information in it that you may want to read when you have time. Thank you again.

At this time there are no more signs of an infection on your system.

However if you are still seeing any signs of an infection please let me know.

Let's go ahead and remove the tools and logs we've used during this process.

Most of the tools used are potentially dangerous to use unsupervised or if ran at the wrong time.

They are often updated daily so if you went to use them again in the future they would be outdated anyways.

The following procedures will implement some cleanup procedures to remove these tools.

It will also reset your System Restore by flushing out previous restore points and create a new restore point.

It will also remove all the backups our tools may have created.

Uninstall ComboFix (if used):

  • Turn off all active protection software including your antivirus.
  • Push the "Windows key" + "R" (between the "Ctrl" button and "Alt" Button)
  • Please copy and past the following into the box ComboFix /Uninstall and click OK.
  • Note the space between the X and the /Uninstall, it needs to be there.

CF-Uninstall.png

Remove the rest of the tools used:

Please download OTCleanIt and save it to your Desktop. This tool will remove all the tools we used to clean your pc.

  • Double-click OTCleanIt.exe.
  • Click the CleanUp! button.
  • Select Yes when the "Begin cleanup Process?" prompt appears.
  • If you are prompted to Reboot during the cleanup, select Yes.
  • The tool will delete itself once it finishes, if not go ahead and delete it by yourself.
  • If asked to restart the computer, please do so

Note: If you receive a warning from your firewall or other security programs regarding OTCleanIt attempting to contact the internet, please allow it to do so.

AdwCleaner Removal:

  • Double click on AdwCleaner.exe to run the tool.
  • Click on Uninstall
  • Confirm with Yes
ESET antivirus Removal:
  • This tool can be uninstalled via the Control Panel, Programs, Uninstall
If there are any other left over Folders, Files, Logs then you can delete them on your own.

Please visit the following link to see how to delete old System Restore Points. Please delete all of them and create a new one at this time.

How to Delete System Protection Restore Points in Windows 7 and Windows 8

Remove all but the most recent Restore Point on Windows XP

As Java seems to get exploited on a regular basis I advise not using Java if possible but to at least disable java in your web browsers

How do I disable Java in my web browser? - Disable Java

A lot of reading here but if you take the time to read a bit of it you'll see why/how infections and general damage are so easily inflicted on the computer. There is also advice on how to prevent it and keep the system working well. Don't forget about good, solid backups of your data to an external drive that is not connected except when backing up your data. If you leave a backup drive connected and you do get infected it can easily damage, encrypt, delete, or corrupt your backups as well and then you'd lose all data.

Nothing is 100% bulletproof but with a little bit of education you can certainly swing things in your favor.

If you're not currently using Malwarebytes PRO then you may want to consider purchasing the product which can also help greatly reduce the risk of a future infection.
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  • 2 weeks later...
  • Root Admin

Glad we could help. :)

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this thread with your request. This applies only to the originator of this thread.

Other members who need assistance please start your own topic in a new thread. Thanks!

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