unable to download files on IE 11

zgreg5608 · August 11, 2015

I don't think I have a virus or malware but I am not 100% sure, so I would like the opinion of the trusted Malwarebytes support folks.

My problem is that on IE 11, anytime I download an installation file (eg Itunes download install file)-, i get the message "xxxx.exe contained a virus and was deleted". I am able to download fine on Google Chrome. I have read that the zero access rootkit can produce this problem on IE, however it usually affects Chrome as well, and I am not having that problem.

I am running Windows 8.1 pro, 64 bit.

Here is what I have done so far.

1. I have McAfee security center on this computer (Dell Inspiron 660) - so I called McAfee technical support - after researching this, they claim I do NOT have a virus - they say I have a corrupt download manager. They wanted me to pay them a bunch of money to fix and I didn't trust what they were saying.

2. I ran Malwarebytes scan (I run this often) but with the "check for rootkits" enabled in settings. No malware detected.

3. I downloaded and ran Microsoft safety scanner and Microsoft malicious software removal tool scanner. The idea was to check specifically for the Win32/Sirefef rootkit (zero access) that I read about on Microsoft support forum. The safety scanner did find three items, but they were older, and not the zero access rootkit. I can attach the log if you wish. The three items were removed. Nothing (including Win32/Sirefef) was detected by the malicious software removal tool.

4. I disabled all IE add-ons and reset IE 11 settings to default. this did not help.

I am not sure what else to do. There are no other symptoms of virus or malware on this machine. Everything is running fine. To my knowledge, I have not had any infections in the past.

What is your opinion - do I have some kind of corrupt IE 11 file ? Or do I have some kind of malware ?

Thank you for your assistance and your opinions on this.

TwinHeadedEagle · August 11, 2015

Hello,

They call me TwinHeadedEagle around here, and I'll try to help your with your issue.

Before we start please read and note the following:

We're primarily oriented on malware removal here, so you must know that some issues just cannot be solved and you must be prepared for this. Some tools we use here will remove your browser search history, so backup your important links and all the files whose loss is unacceptable.
Limit your internet access to posting here, some infections just wait to steal typed-in passwords.
Please be patient. I know it is frustrating when your PC isn't working properly, but malware removal takes time. Keep in mind that private life gets in the way too. Note that we may live in totally different time zones, what may cause some delays between answers.
Don't run any scripts or tools on your own, unsupervised usage may cause more harm than good.
Do not paste the logs in your posts, attachments make my work easier. There is a More reply options button, that gives you Upload Files option below which you can use to attach your reports. Always attach reports from all tools.
Always execute my instructions in given order. If for some reason you cannot completely follow one instruction, inform me about that.
Do not ask for help for your business PC. Companies are making revenue via computers, so it is good thing to pay someone to repair it.
If I don't hear from you within 3 days from this initial or any subsequent post, then this thread will be closed.

I can't foresee everything, so if anything not covered in my instructions happens, please stop and inform me!

There are no silly questions. Never be afraid to ask if in doubt!

Rules and policies

We won't support any piracy.

That being told, if any evidence of illegal OS, software, cracks/keygens or any other will be revealed, any further assistance will be suspended. If you are aware that there is this kind of stuff on your machine, remove it before proceeding!

The same applies to any use of P2P software: uTorrent, BitTorrent, Vuze, Kazaa, Ares... We don't provide any help for P2P, except for their removal. All P2P software has to be uninstalled or at least fully disabled before proceeding!

Failure to follow these guidelines will result with closing your topic and withdrawning any assistance.

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

Note: You need to run the version compatibale with your system. If you are not sure which version applies to your system download both of them and try to run them.

Only one of them will run on your system, that will be the right version.

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

zgreg5608 · August 11, 2015

Okay, I ran it as you instructed. I attached the two log files as you instructed.

Thank you for your help.

FRST.txt

Addition.txt

TwinHeadedEagle · August 12, 2015

Fix with ESET Services Repair

Please download Services Repair by ESET and save it to your desktop.

Right-click on icon and select Run as Administrator to start the tool.
If security notifications appear, click Continue or Run.
Accept the prompt about restoring services.
Once the tool has finished, you will be prompted to restart your computer. Click Yes to restart.
A log will be saved in the CCSupport folder the tool created on your desktop.

Please include that logfile in your next reply.

System File Checker

Press + R on your keyboard at the same time. Type cmd and click OK.
Copy/Enter the command below and press Enter:
```
sfc /scannow
```
Windows will begin with system scan.
When done, please reboot your system.

System File Checker report:

Press + R on your keyboard at the same time. Type cmd and click OK.
Copy/Enter the command below and press Enter:

findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt"

Attach sfcdetails.txt from your Desktop in your next reply.

Check Disk

Press the + R on your keyboard at the same time. Type cmd and click OK.
Copy/Enter the command below and press Enter:
```
chkdsk C: /r
```
You should get a message to schedule Check Disk at next system restart. Please type Y and press Enter.
All you should do now is to restart your PC and let the Check Disk process finish uninterrupted.
System File Checker report:
- Press the + R on your keyboard at the same time. Type eventvwr and click OK.
- In the left panel, expand Windows Logs and then click on Application.
- Now, on the right side, click on Filter Current Log.
- Under Event Sources, check only Wininit and click OK.
- Now you'll be presented with one or multiple Wininit logs.
- Click on an entry corresponding to the date and time of the disk check.
- On the top main menu, click Action > Copy > Copy Details as Text.
- Paste the contents into your next reply.

zgreg5608 · August 12, 2015

Okay, I ran the first step - Eset services repair - logfile is attached.

On the second step, I do not have that symbol on my keyboard but I right clicked on the symbol on my screen and hit run and then entered cmd and got the c: prompt. But when I entered the sfc command it says that I must be an administrator running at a console to execute the sfc command. I have stopped here.

SvcRepair.log

zgreg5608 · August 12, 2015

Okay, I figured out how to run at the command prompt as administrator. I ran the system file checker and have attached the sfc details report log.

Note: when I ran the system file checker, I got the following message on the command prompt screen:

"Windows resource protection found corrupt files but was unable to fix some of them. Details are included in the CBS.log windir\Logs\CBS\CBS.log. For example c:\windows\Logs\CBS\CBS.log. Note that logging is currently not supported in offline servicing scenarios."

I did NOT run the checkdisk step yet, because I wanted to make sure you knew about this message.

Let me know if I should go ahead and run the checkdisk step.

Thank you

sfcdetails.txt

TwinHeadedEagle · August 13, 2015

Excellent. Please proceed with Check Disk step.

zgreg5608 · August 13, 2015

Here is the pasted log from chkdsk:

Log Name: Application

Source: Microsoft-Windows-Wininit

Date: 8/13/2015 10:01:02 AM

Event ID: 1001

Task Category: None

Level: Information

Keywords: Classic

User: N/A

Computer: Zebolsky

Description:

Checking file system on C:

The type of the file system is NTFS.

Volume label is OS.

A disk check has been scheduled.

Windows will now check the disk.

Stage 1: Examining basic file system structure ...

Cleaning up instance tags for file 0x25af1.

339200 file records processed.

File verification completed.

7789 large file records processed.

0 bad file records processed.

Stage 2: Examining file name linkage ...

436790 index entries processed.

Index verification completed.

0 unindexed files scanned.

0 unindexed files recovered.

Stage 3: Examining security descriptors ...

Cleaning up 179 unused index entries from index $SII of file 0x9.

Cleaning up 179 unused index entries from index $SDH of file 0x9.

Cleaning up 179 unused security descriptors.

Security descriptor verification completed.

48796 data files processed.

CHKDSK is verifying Usn Journal...

Usn Journal verification completed.

Stage 4: Looking for bad clusters in user file data ...

339184 files processed.

File data verification completed.

Stage 5: Looking for bad, free clusters ...

223757824 free clusters processed.

Free space verification is complete.

CHKDSK discovered free space marked as allocated in the volume bitmap.

Windows has made corrections to the file system.

No further action is required.

961835007 KB total disk space.

66217152 KB in 244675 files.

148876 KB in 48797 indexes.

0 KB in bad sectors.

437683 KB in use by the system.

65536 KB occupied by the log file.

895031296 KB available on disk.

4096 bytes in each allocation unit.

240458751 total allocation units on disk.

223757824 allocation units available on disk.

Internal Info:

00 2d 05 00 0d 7a 04 00 c5 41 08 00 00 00 00 00 .-...z...A......

7a 07 00 00 45 00 00 00 00 00 00 00 00 00 00 00 z...E...........

Windows has finished checking your disk.

Please wait while your computer restarts.

Event Xml:

<Channel>Application</Channel>

<Computer>Zebolsky</Computer>

</System>

<Data>

Checking file system on C:

The type of the file system is NTFS.

Volume label is OS.

A disk check has been scheduled.

Windows will now check the disk.

Stage 1: Examining basic file system structure ...

Cleaning up instance tags for file 0x25af1.

339200 file records processed.

File verification completed.

7789 large file records processed.

0 bad file records processed.

Stage 2: Examining file name linkage ...

436790 index entries processed.

Index verification completed.

0 unindexed files scanned.

0 unindexed files recovered.

Stage 3: Examining security descriptors ...

Cleaning up 179 unused index entries from index $SII of file 0x9.

Cleaning up 179 unused index entries from index $SDH of file 0x9.

Cleaning up 179 unused security descriptors.

Security descriptor verification completed.

48796 data files processed.

CHKDSK is verifying Usn Journal...

Usn Journal verification completed.

Stage 4: Looking for bad clusters in user file data ...

339184 files processed.

File data verification completed.

Stage 5: Looking for bad, free clusters ...

223757824 free clusters processed.

Free space verification is complete.

CHKDSK discovered free space marked as allocated in the volume bitmap.

Windows has made corrections to the file system.

No further action is required.

961835007 KB total disk space.

66217152 KB in 244675 files.

148876 KB in 48797 indexes.

0 KB in bad sectors.

437683 KB in use by the system.

65536 KB occupied by the log file.

895031296 KB available on disk.

4096 bytes in each allocation unit.

240458751 total allocation units on disk.

223757824 allocation units available on disk.

Internal Info:

00 2d 05 00 0d 7a 04 00 c5 41 08 00 00 00 00 00 .-...z...A......

7a 07 00 00 45 00 00 00 00 00 00 00 00 00 00 00 z...E...........

Windows has finished checking your disk.

Please wait while your computer restarts.

</Data>

</EventData>

</Event>

TwinHeadedEagle · August 14, 2015

Very good. How is your PC behaving now?

zgreg5608 · August 14, 2015

I am now able to download on IE 11 !! Everything else appears to be working well. Thank you for your help. I haven't used paypal in quite awhile, but I am going to get on and try to make a donation. Thank you again.

TwinHeadedEagle · August 14, 2015

Thanks

Glad I could help. We will delete all used tools and I'll give you some tips to harden your security and learn how to protect yourself

Recommended reading:

MUST READ - security tips:

Computer Security - a short guide to staying safer online.

Simple and easy ways to keep your computer safe and secure on the Internet

How Malware Spreads - How did I get infected

MUST READ - general maintenance:

What to do if your Computer is running slowly?

The Importance of Software Updating:

In order to stay protected it is very important that you regularly update all of your software. Cybercriminals depend on the apathy of users around software updates to keep their malicious endeavor running.

Operating systems, such as Windows, and applications, such as Adobe Reader or JAVA, are used by tens of millions of computers and devices around the world, making them a huge target for cybercriminals. Downloading updates and installing them can sometimes be tedious, but the advantages you get from the updates are certainly worth it.

Recommended additional software:

CCleaner - to clean unneeded temporary files.

Malwarebytes' Anti-Malware - to scan your system from time to time in search for malware.

Malwarebytes' Anti-Exploit - to prevent plenty of mostly exploited vulnerabilities.

McShield - to prevent infections spread by removable media.

Unchecky - to prevent from installing additional foistware, implemented in legitimate installations.

Adblock - to surf the web without annoying ads!

Post-cleanup procedures:

Download DelFix by Xplode and save it to your desktop.

Run the tool by right click on the icon and Run as administrator option.
Make sure that these ones are checked:
- Remove disinfection tools
- Purge system restore
- Reset system settings
Push Run.
The program will run for a few seconds and display a notepad report. You do not need to attach it.

The tool will also record healthy state of registry and make a backup using ERUNT program in %windir%\ERUNT\DelFix

Tool deletes old system restore points and create a fresh system restore point after cleaning.

My help is free for everybody.

If you're happy with the help provided and/or wish to show your appreciation for the assistance you received, then you can consider a donation:

Thank you!

Stay safe,

TwinHeadedEagle

AdvancedSetup · September 6, 2015

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!

unable to download files on IE 11

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