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Computer Keeps Crashing

kb7891

By kb7891
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kb7891

kb7891

Posted
Posted

Hello,

I've run an up to date malwarebytes scan and its removed some virus but my computer keeps crashing. I believe my computer to be infected. I've removed any torrent websites from my computer. Might someone help me to run a deeper scrub?

Thanks,

Keith

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kevinf80

kevinf80

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Hello kb7891 and welcome to Malwarebytes,

My screen name is kevinf80, i`m here to help clean up your system. Make sure to run all scans from accounts with Administrator status, continue as follows please:

Anyone other than the original starter of this thread please DO NOT follow the instructions and advice posted as replies here, my help and advice is NOT related to your system and will probably cause more harm than good...

Change the download folder setting in the default Browser so all tools we may use are saved to the Desktop:

user posted imageGoogle Chrome - Click the "Customize and control Google Chrome" button in the upper right-corner of the browser. user posted image
Choose Settings. at the bottom of the screen click the
"Show advanced settings..." link. Scroll down to find the Downloads section and click the Change... button. Select your desktop and click OK.

user posted imageMozilla Firefox - Click the "Open Menu" button in the upper right-corner of the browser. user posted image Choose Options. In the downloads section, click the Browse button, click on the Desktop folder and the click the "Select Folder" button. Click OK to get out of the Options menu.

user posted imageInternet Explorer - Click the Tools menu in the upper right-corner of the browser. user posted image Select View downloads. Select the Options link in the lower left of the window. Click Browse and select the Desktop and then choose the Select Folder button. Click OK to get out of the download options screen and then click Close to get out of the View Downloads screen.
NOTE: IE8 Does not support changing download locations in this manner. You will need to download the tool(s) to the default folder, usually Downloads, then copy them to the desktop.

user posted imageChange default download folder location in Edge -Boot to a user account with admin status, select start > file explorer > right click on "Downloads" folder and select "Properties"

In the new window select "Location" tab > clear the text field box and type in or copy/paste %userprofile%\Desktop > select "Apply" then "OK"

Be aware you are not changing the Browser download folder location, you are changing the user’s download directory location.....

Next,

Follow the instructions in the following link to show hidden files:

http://www.howtogeek.com/howto/windows-vista/show-hidden-files-and-folders-in-windows-vista/

Next,

Download RKill from here: http://www.bleepingcomputer.com/download/rkill/

There are three buttons to choose from with different names on, select the first one and save it to your desktop.
 
  • Double-click on the Rkill desktop icon to run the tool.
  • If using Vista or Windows 7/8/10, right-click on it and Run As Administrator.
  • A black DOS box will briefly flash and then disappear. This is normal and indicates the tool ran successfully.
  • A log pops up at the end of the run. This log file is located at C:\rkill.log. Please post this in your next reply.
  • If you do not see the black box flash on the screen delete the icon from the desktop and go back to the link for the download, select the next button and try to run the tool again, continue to repeat this process using the remaining buttons until the tool runs. You will find further links if you scroll down the page with other names, try them one at a time.
  • If the tool does not run from any of the links provided, please let me know.


Next,

Please open Malwarebytes Anti-Malware.
 
  • On the Settings tab > Detection and Protection sub tab, Detection Options, tick the box "Scan for rootkits".
  • Under Non-Malware Protection sub tab Change PUP and PUM entries to Treat detections as Malware
  • Click on the Scan tab, then click on Scan Now >> . If an update is available, click the Update Now button.
  • A Threat Scan will begin.
  • When the scan is complete Apply Actions to any found entries.
  • Wait for the prompt to restart the computer to appear (if applicable), then click on Yes.
  • After the restart once you are back at your desktop, open MBAM once more.


To get the log from Malwarebytes do the following:
 
  • Click on the History tab > Application Logs.
  • Double click on the scan log which shows the Date and time of the scan just performed.
  • Click Export > From export you have three options:
    Copy to Clipboard - if seleted right click to your reply and select "Paste" log will be pasted to your reply
    Text file (*.txt) - if selected you will have to name the file and save to a place of choice, recommend "Desktop" then attach to reply
    XML file (*.xml) - if selected you will have to name the file and save to a place of choice, recommend "Desktop" then attach to reply
     
  • Please use "Copy to Clipboard, then Right click to your reply > select "Paste" that will copy the log to your reply…



If Malwarebytes is not installed follow these instructions first:

Download Malwarebytes Anti-Malware to your desktop.
  • Double-click mbam-setup and follow the prompts to install the program.
  • At the end, be sure a checkmark is placed next to the following:
  • Launch Malwarebytes Anti-Malware
  • A 14 day trial of the Premium features is pre-selected. You may deselect this if you wish, and it will not diminish the scanning and removal capabilities of the program.
  • Click Finish. Follow the instructions above....


Next,

Download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system (32 bit or 64 bit). 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.

If your security alerts to FRST either, accept the alert or turn your security off to allow FRST to run. It is not malicious or infected in any way...
 
  • Double-click to run it. When the tool opens click Yes to disclaimer.(Windows 8/10 users will be prompted about Windows SmartScreen protection - click More information and Run.)
  • Make sure Addition.txt is checkmarked under "Optional scans"
  • Press Scan button to run the tool....
  • It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
  • The tool will also make a log named (Addition.txt) Please attach those logs to your reply.


Let me see those logs in your reply...

Thank you,

Kevin...
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kevinf80

kevinf80

Posted
Posted
Hiya Keith,

Thanks for those logs, continue as follows please:

Upload a File to Virustotal

Go to http://www.virustotal.com/
 
  • Click the Choose file button
  • Navigate to the file C:\Users\peter\AppData\Local\slack\app-2.1.1\slack.exe
  • Click the Scan it tab
  • If you get a message saying File has already been analyzed: click Reanalyze file now
  • Copy and paste the results back here please.
  • Repeat the above steps for the following files


C:\Users\peter\AppData\Local\slack\Update.exe

Next,

Zip up and attach the following folder:

C:\WINDOWS\Minidump

You will probably have to copy the folder first and save to your Desktop before you can zip it up....

Thank you,

Kevin...

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kb7891

kb7891

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Thanks for the quick response. 

Slack.exe

VirusTotal
SHA256: fa2b2313a928f33c3553843f4e5d6ca4966bd0ff59d390303835bcc12b37e7c7
File name: slack.exe
Detection ratio: 0 / 57
Analysis date: 2016-08-29 19:28:58 UTC ( 1 minute ago )
chart?chs=120x60&cht=gom&chco=d60c1A,379f32&chds=-100,100&chd=t:0
0
 
0
 
Antivirus Result Update
ALYac   20160829
AVG   20160829
AVware   20160829
Ad-Aware   20160829
AegisLab   20160829
AhnLab-V3   20160829
Alibaba   20160829
Antiy-AVL   20160829
Arcabit   20160829
Avast   20160829
Avira (no cloud)   20160829
Baidu   20160829
BitDefender   20160829
Bkav   20160829
CAT-QuickHeal   20160829
CMC   20160824
ClamAV   20160829
Comodo   20160829
CrowdStrike Falcon (ML)   20160725
Cyren   20160829
DrWeb   20160829
ESET-NOD32   20160829
Emsisoft   20160829
F-Prot   20160829
F-Secure   20160829
Fortinet   20160829
GData   20160829
Ikarus   20160829
Invincea   20160829
Jiangmin   20160829
K7AntiVirus   20160829
K7GW   20160829
Kaspersky   20160829
Kingsoft   20160829
Malwarebytes   20160829
McAfee   20160829
McAfee-GW-Edition   20160829
eScan   20160829
Microsoft   20160829
NANO-Antivirus   20160829
Panda   20160829
Qihoo-360   20160829
Rising   20160829
SUPERAntiSpyware   20160829
Sophos   20160829
Symantec   20160829
Tencent   20160829
TheHacker   20160829
TrendMicro   20160829
TrendMicro-HouseCall   20160829
VBA32   20160829
VIPRE   20160829
ViRobot   20160829
Yandex   20160828
Zillya   20160829
Zoner   20160829
nProtect   20160829
 
Update.exe
VirusTotal
SHA256: 628d6b1b5149118ab1532bdc83baa4c3cb09f1e2f88e135d05007eb2e0061c10
File name: Update.exe
Detection ratio: 1 / 57
Analysis date: 2016-08-29 19:32:28 UTC ( 0 minutes ago )
chart?chs=120x60&cht=gom&chco=d60c1A,379f32&chds=-100,100&chd=t:100
0
 
0
 
 Probably harmless! There are strong indicators suggesting that this file is safe to use.
Antivirus Result Update
Jiangmin Trojan.Generic.ahzhs 20160829
ALYac   20160829
AVG   20160829
AVware   20160829
Ad-Aware   20160829
AegisLab   20160829
AhnLab-V3   20160829
Alibaba   20160829
Antiy-AVL   20160829
Arcabit   20160829
Avast   20160829
Avira (no cloud)   20160829
Baidu   20160829
BitDefender   20160829
Bkav   20160829
CAT-QuickHeal   20160829
CMC   20160824
ClamAV   20160829
Comodo   20160829
CrowdStrike Falcon (ML)   20160725
Cyren   20160829
DrWeb   20160829
ESET-NOD32   20160829
Emsisoft   20160829
F-Prot   20160829
F-Secure   20160829
Fortinet   20160829
GData   20160829
Ikarus   20160829
Invincea   20160829
K7AntiVirus   20160829
K7GW   20160829
Kaspersky   20160829
Kingsoft   20160829
Malwarebytes   20160829
McAfee   20160829
McAfee-GW-Edition   20160829
eScan   20160829
Microsoft   20160829
NANO-Antivirus   20160829
Panda   20160829
Qihoo-360   20160829
Rising   20160829
SUPERAntiSpyware   20160829
Sophos   20160829
Symantec   20160829
Tencent   20160829
TheHacker   20160829
TrendMicro   20160829
TrendMicro-HouseCall   20160829
VBA32   20160829
VIPRE   20160829
ViRobot   20160829
Yandex   20160828
Zillya   20160829
Zoner   20160829
nProtect   20160829
 

 

and file attached. Thanks!

Minidump.zip

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kevinf80

kevinf80

Posted
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The uploaded files to VirusTotal are not malicious. The 7 crash dumps you have uploaded all confirm the same fault :-

Quote

crash dump file: C:\WINDOWS\Minidump\082616-8921-01.dmp
This was probably caused by the following module: nvlddmkm.sys (nvlddmkm+0x2F5560)
Bugcheck code: 0x1000007E (0xFFFFFFFFC0000005, 0xFFFFF801EC385560, 0xFFFFD0007B67DE58, 0xFFFFD0007B67D670)
Error: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED_M
file path: C:\WINDOWS\system32\drivers\nvlddmkm.sys
product: NVIDIA Windows Kernel Mode Driver, Version 368.81
company: NVIDIA Corporation
description: NVIDIA Windows Kernel Mode Driver, Version 368.81
Bug check description: This indicates that a system thread generated an exception which the error handler did not catch.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 368.81 , NVIDIA Corporation).
Google query: NVIDIA Corporation SYSTEM_THREAD_EXCEPTION_NOT_HANDLED_M
 

I would strongly recommend you go to ther nVidia website and check for driver updates.....

Your system does nor seeem to be infected, when you have the driver issues sorted run the following to clean up:

Download "Delfix by Xplode" and save it to your desktop.

Or use the following if first link is down:

"Delfix link mirror"

If your security program alerts to Delfix either, accept the alert or turn your security off.

Double Click to start the program. If you are using Vista or higher, please right-click and choose run as administrator

Make Sure the following items are checked:

 
  • Remove disinfection tools <----- this will remove tools we have used.
  • Purge System Restore <--- this will remove all previous and possibly exploited restore points, a new point relative to system status at present will be created.
  • Reset system settings <--- this will reset any system settings back to default that were changed either by us during cleansing or malware/infection


Now click on "Run" and wait patiently until the tool has completed.

The tool will create a log when it has completed. We don't need you to post this.

Any remnant files/logs from tools we have used can be deleted…

Next,

Read the following links to fully understand PC Security and Best Practices, you may find them useful....

Answers to Common Security Questions and best Practices

Do I need a Registry Cleaner?

Take care and surf safe

Kevin... user posted image

 

 

 

 

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kevinf80

kevinf80

Posted
Posted

Don`t check the driver through windows, go direct to the manufacturers website and check there.. Also I want you to run the following:

Please download this program Blue Screen Viewer and unzip "Bluescreen View.exe" to your desktop.

Double click on Bluescreen Viewer to run it, if there is any info available the program will grab the most recent. Choose save from the Toolbar and copy paste to your next reply. If there is no information available try and re-create the BSOD and try again with the tool to collect the information.
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kb7891

kb7891

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==================================================
Dump File         : 082816-9703-01.dmp
Crash Time        : 8/28/2016 6:31:44 PM
Bug Check String  : SYSTEM_THREAD_EXCEPTION_NOT_HANDLED
Bug Check Code    : 0x1000007e
Parameter 1       : ffffffff`c0000005
Parameter 2       : fffff800`37d95560
Parameter 3       : ffffd001`c8906e58
Parameter 4       : ffffd001`c8906670
Caused By Driver  : nvlddmkm.sys
Caused By Address : nvlddmkm.sys+2f5506
File Description  : 
Product Name      : 
Company           : 
File Version      : 
Processor         : x64
Crash Address     : nvlddmkm.sys+2f5560
Stack Address 1   : 
Stack Address 2   : 
Stack Address 3   : 
Computer Name     : 
Full Path         : C:\WINDOWS\Minidump\082816-9703-01.dmp
Processors Count  : 4
Major Version     : 15
Minor Version     : 10586
Dump File Size    : 262,084
Dump File Time    : 8/28/2016 6:32:21 PM
==================================================

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kb7891

kb7891

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I'm on a Microsoft Surfacebook. It's very small, moreover I didn't upgrade to add the geforce graphics card. 

I tried to download the Geforce Experience application as I thought it would help me find the appropriate driver but it wouldn't run. I've attached a screenshot of the alert it gave me.

nvidia.png

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kb7891

kb7891

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Well this is getting weirder. I uninstalled. I restarted. Upon restart It did not prompt to reload any drivers. I went to the Device Manager to look at the Display Adapters and all of a sudden there was an Nvidia Graphics Card listed below it. 

I ran updates for both of them. Both said they were up to date. 

I then downloaded Nvidia Experience to see if it could find any more recent drivers. When it went to run the app it said there was no card for the drivers.

I went back the Device Manager and only the Intel(R) HD 520 was listed. Nvidia card was gone.

So I did the whole uninstall process again. This time upon reboot I immediately ran Nvidia Experience. This time it identified the card, however when I went to look for drivers it "disappeared."

All that said, I wanted to share this nonsense. I feel like I've taken up way more of your time than my donation is worth so if you want to close this ticket I'm thankful for your help!

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kevinf80

kevinf80

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What about the system crashes, have they ceased... Regarding nVidia graphics showing then disappearing, that really is an odd thing, Run the following:

Download and install Speccy from here: http://www.piriform.com/speccy

Run speccy, wait until it is finished analysing, then select > File > Save as text file. Save to your desktop or a folder of your choice. Open the text file, have a look under "Summary" are the temps excessive?

Attach the file to your reply, ensure to remove the serial number under "Operating System" that is your licence key...

Thanks,

Kevin...

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