Issues on a Windows 10 _ Weston

[Weston]

After two hours of unsuccessful attempts to log in to this forum, let me first tell you I'm exhausted from the last 5 days.  The prospect of having to reinstall a product that I just installed yesterday, Malwarebytes Premium, discourages me.

 

I'm typing this on my almost new Windows 10 (upgraded from original 8.1) desktop, which is protected by Defender.

 

Five days ago my Windows 7 laptop became infected with the "DNSAPI.dll is missing" Trojan and RinoReader, and some video-related folders seem to be involved; I have no access to Internet on the laptop, and yesterday the sound was absent.  I had only Microsoft Security Essentials on the laptop--MSE is part of the Trojan event; I read forum threads about it last night.

 

Because I did copy and paste documents from the laptop onto a flash drive and then paste them into this desktop, I became anxious and decided to install Malwarebytes Premium (on my previous computers, I had used the free version) onto the desktop, in addition to the already present Defender.

 

Primary problem:  Malwarebytes manual scans yesterday (both hard drive and flash drives) and today on this desktop show no threats.  However, when I open Malwarebytes Premium today, it says I'm not protected.

 

Secondary problem: My infected laptop is my first experience with malware, and I fear somehow carrying the virus over to my  my desktop.  I removed suspicious programs and suspicious folders and files and did two scans with Kaspersky on a flash drive; the first scan showed two threats, which I "neutralized" and think I deleted (unclear process); the second scan showed no threats, even though the laptop was still compromised.

 

I have an appointment tomorrow morning at Staples for a $159 malware removal (they use Malwarebytes Pro) (Best Buy charges $199 and you have to leave the computer there for 3 or 4 days.

[daledoc1]

Hi:
 
Welcome back.
 

After two hours of unsuccessful attempts to log in to this forum, let me first tell you I'm exhausted from the last 5 days.

 
It looks as if you joined here in 2011, but had not been back in a while.
There was a forum event ~2 years ago that required all members to change their password here.
Members were sent an email notice about this, but perhaps yours never arrived.
So, perhaps you did not know about it.

That might explain your difficulties logging in here today.
 

EDITED for clarity - sorry, I was confused by the description of the 2 different computers:
As for the infected laptop, there is no need to pay a lot of money for cleanup and repair, especially at a "big box" office store (their computer repair services are questionable, at best).

For expert assistance, I suggest that you might want to please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
It explains the options for free, expert help >>AND<< the suggested, preliminary steps to expedite the process.
A malware analyst will assist you with looking into your issue - the helper will assist with scanning, cleanup and repair.

 

For the desktop:

Let's try a clean reinstall first.  Please follow these instructions carefully, including the reboot, when prompted: MBAM Clean Removal Process 2x

Thanks,

[Maurice Naggar]

Hello Weston,

On the infected machine, see Available assitance.

 

On the one that does not have the malware:
Please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt) -- we would need a fresh set of all 3 logs.


I would like for you to start the Anti-Malware program. Please look at the Dashboard screen. Does it have the 3rd bar from the top show "Your system is fully protected" ?

Does the very top bar on the window show version *2.2.0* ? { you can also check Settings >> About button }

Click the *Settings* icon >> then *Detection and Protection*
are the 2 protections on for Malware protection + Malicious website protection ?

[Weston]

2.2.0.1024
License Malwarebytes Anti-Malware Premium
Database Version   v2015.11.06.02
Next scheduled scan: 11/7/2015 2:17 AM
Real-Time Protection No protection

Detection and Protection Recommended Settings
 Malware Protection   Disabled
 Malicious Website Protection Disabled

 

Should those not be Enabled?  I didn't look at these settings yesterday when I installed the program.

[daledoc1]

For the DESKTOP, if rebooting the computer does not resolve the issue, I suggest that you might want to try a clean reinstall first: MBAM Clean Removal Process 2x

 

Please let us know if that resolves the issue.

If it does not, we will go from there.

 

-----------------

 

For the infected LAPTOP, please refer to my (and Maurice's) suggestion to consider seeking free, expert help in the malware removal section of the forum.

To start the process, I suggest the advice here: Available Assistance for Possibly Infected Computers.

 

Thanks!

 

P.S. (Sorry, Maurice. I didn't see that you were posting at the same time.  Happy to defer to your assistance for the OP.)

[Weston]

I enabled the two malware detection choices.  Nothing changed.

 

I clicked on Restore Default Settings.

 

I rebooted.

 

I opened Malwayrebytes, and it still says Unprotected.

 

The two Disabled buttons were again selected.  Maybe they are the Recommended settings?

[daledoc1]

Hi:

 

I enabled the two malware detection choices.  Nothing changed.

 

I clicked on Restore Default Settings.

 

I rebooted.

 

I opened Malwayrebytes, and it still says Unprotected.

 

The two Disabled buttons were again selected.  Maybe they are the Recommended settings?

 

For the DESKTOP, if rebooting the computer does not resolve the issue, I suggest that you might want to try a clean reinstall first: MBAM Clean Removal Process 2x

 

Please let us know if that resolves the issue.

If it does not, we will go from there.

 

Thanks,

[Weston]

Before I do a reinstall, I would like to know if it could simply be Defender that is causing Malwarebytes to not defend as well.

[daledoc1]

Before I do a reinstall, I would like to know if it could simply be Defender that is causing Malwarebytes to not defend as well.

 

No.

[Weston]

For the DESKTOP, if rebooting the computer does not resolve the issue, I suggest that you might want to try a clean reinstall first: MBAM Clean Removal Process 2x

 

I've read most of that page.  As I said at the outset, I'm exhausted by all this.  It may not have been possible to prevent the attack on my laptop--a stronger program than MSE might have blocked it. . .

 

But I didn't expect that purchasing Malwarebytes would only add to my stress.  I can't deal with the MBAM Clean Removal Process 2x.  I should have never messed with the laptop after it became infected, but immediately taken it to a professional -- this online trial and error method is past bearing.  One expects a new product to work right.  That sounds like a fair statement to me.

[daledoc1]

Hi, Weston:

 

Yes, I very much understand your frustration.

I am just a home user, too.

Computers can be exhausting.

Having trouble with 2 computers at once can be doubly frustrating.

 

We are trying our best to help you.

 

Laptop:

As both Maurice and I suggested, there is no need to pay a lot of $$ at a big box store for malware cleanup.

There is free, expert help here in the malware removal area of the forum, if you wish.

But the choice is yours, of course.

 

Desktop:

The clean reinstall takes about 5 minutes or less.

The process looks harder than it really is.

It is often the fastest way to get back up and running for minor issues.

 

Suggestions for the desktop:

 

1. Perhaps it might help to take a short break to clear your head, and then to print out the Clean Reinstall Instructions, and read them over before doing it.  It is likely to fix your issue, unless there is something else wrong with the system (e.g. infection, software clash, hardware problem, etc.).  This process has been followed by 100000s of users over the years with good results.

 

2. OR, If the clean reinstall is not feasible for you, then we would need a bit more information about the computer in order to better assist you.  To that end we would need to collect some basic system logs.  Instructions for that are posted here: Diagnostic Logs.  We would need to see those logs.

 

3. OR, you may wish instead to log a ticket at the Help Desk for one-on-one, free support via email.  To do that, please contact the Help Desk HERE.

 

Thank you again,