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Cannot remove PUP.Optional.CrossRider - HELP PLEASE

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I am having a problem removing malware from my computer. It is causing the web browsing to operate very slowly / not at all. I have run MBAM and it identifies four PUP.Optional.CrossRider files (Two registry keys and two registry values).

I have repeatedly tried quarantining the files and deleting them, but they reappear each time I restart the machine. 

I have also tried using ADW Cleaner, JRT and MBAR to isolate the files, but they are unable to locate them.

Does anyone have any suggestions as to how I can purge these files for good?


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  • Root Admin

Hello @captainiceberg and :welcome:
Please read the following and post back the logs when ready and we'll see about getting you cleaned up.

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 in 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 clean up 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)

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 1 | 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.


Please run a Threat Scan with MBAM. If you're unable to run or complete the scan as shown below, please see the following:
MBAM Clean Removal Process 2x
When reinstalling the program, please try the latest version.

Right click and choose "Run as administrator" to open Malwarebytes Anti-Malware and from the Dashboard please Check for Updates by clicking the Update Now... link
Open up Malwarebytes > Settings > Detection and Protection > Enable Scan for rootkit and Under Non Malware Protection set both PUP and PUM to Treat detections as malware.
Click on the SCAN button and run a Threat Scan with Malwarebytes Anti-Malware by clicking the Scan Now>> button.
Once completed please click on the History > Application Logs and find your scan log and open it and then click on the "copy to clipboard" button and post back the results on your next reply.

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Hello @AdvancedSetup, Thanks for helping me out with this.

I've followed your instructions as above. I had to then restart the machine after the scan as the web browsers would not run again. The MBAN log is below:

Malwarebytes Anti-Malware



Scan Date: 10/7/2016

Scan Time: 8:53 PM


Administrator: Yes



Malware Database: v2016.10.07.05

Rootkit Database: v2016.09.26.02

License: Premium

Malware Protection: Enabled

Malicious Website Protection: Enabled

Self-protection: Disabled


OS: Windows 10

CPU: x64

File System: NTFS

User: Administrator


Scan Type: Threat Scan

Result: Completed

Objects Scanned: 580461

Time Elapsed: 18 min, 50 sec


Memory: Enabled

Startup: Enabled

Filesystem: Enabled

Archives: Enabled

Rootkits: Enabled

Heuristics: Enabled

PUP: Enabled

PUM: Enabled


Processes: 0

(No malicious items detected)


Modules: 0

(No malicious items detected)


Registry Keys: 2

PUP.Optional.CrossRider, HKLM\SOFTWARE\CLASSES\WOW6432NODE\CLSID\{22222222-2222-2222-2222-220222182204}, Quarantined, [b3ae5a3ce2b876c0c9c8fbf0887ceb15],

PUP.Optional.CrossRider, HKLM\SOFTWARE\WOW6432NODE\CLASSES\CLSID\{22222222-2222-2222-2222-220222182204}, Quarantined, [b3ae5a3ce2b876c0c9c8fbf0887ceb15],


Registry Values: 2

PUP.Optional.CrossRider, HKLM\SOFTWARE\CLASSES\WOW6432NODE\CLSID\{22222222-2222-2222-2222-220222182204}, CrossriderApp0021804.Sandbox, Quarantined, [b3ae5a3ce2b876c0c9c8fbf0887ceb15]

PUP.Optional.CrossRider, HKLM\SOFTWARE\WOW6432NODE\CLASSES\CLSID\{22222222-2222-2222-2222-220222182204}, CrossriderApp0021804.Sandbox, Quarantined, [58096333ddbd46f0058ca942ba4a827e]


Registry Data: 0

(No malicious items detected)


Folders: 0

(No malicious items detected)


Files: 0

(No malicious items detected)


Physical Sectors: 0

(No malicious items detected)




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  • Root Admin

Great, Please run the following steps and post back the logs when ready.

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

Let's clean out any adware now: (this will require a reboot so save all your work)

Please download AdwCleaner by Xplode and save to your Desktop.

  • Double click on AdwCleaner.exe to run the tool.
    Vista / Windows 7/8 users right-click and select Run As Administrator
  • Click on the Scan button.
  • AdwCleaner will begin...be patient as the scan may take some time to complete.
  • When it's done, you'll see: Pending: Please uncheck elements you don't want to be removed.
  • Now click on the Report button and a logfile (AdwCleaner[R0].txt) will open in Notepad for review.
  • Look at the log especially under Files/Folders for any program you want to save.
  • If there's a program you may want to save, just uncheck it from AdwCleaner.
  • If you're not sure, post the log for review. (all items found are adware/spyware/foistware)
  • If you're ready to clean it all up, click the Clean button.
  • After rebooting, a logfile report (AdwCleaner[S0].txt) will open automatically.
  • Copy and paste the contents of that logfile in your next reply.
  • A copy of that logfile will also be saved in the C:\AdwCleaner folder.
  • Items that are deleted are moved to the Quarantine Folder: C:\AdwCleaner\Quarantine
  • To restore an item that has been deleted:
  • Go to Tools > Quarantine Manager > check what you want to be restored > now click on Restore.

Download Sophos Free Virus Removal Tool and save it to your desktop.

  • Double click the icon and select Run
  • Click Next
  • Select I accept the terms in this license agreement, then click Next twice
  • Click Install
  • Click Finish to launch the program
  • Once the virus database has been updated click Start Scanning
  • If any threats are found click Details, then View Log file (bottom left-hand corner)
  • Copy and paste the results in your reply
  • Close the Notepad document, close the Threat Details screen, then click Start cleanup
  • Click Exit to close the program
  • If no threats were found, please confirm that result.

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

Note: You need to run the version compatible 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 attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here.
  • Please attach the Additions.txt log to your reply as well.



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Ok, next reports:

Junkware Removal Tool (JRT) by Malwarebytes
Version: 8.0.9 (09.30.2016)
Operating System: Windows 10 Pro x64 
Ran by Administrator (Administrator) on Fri 10/07/2016 at 23:34:49.91

File System: 0 

Registry: 0 

Scan was completed on Fri 10/07/2016 at 23:42:25.14
End of JRT log




# AdwCleaner v6.021 - Logfile created 07/10/2016 at 23:57:48

# Updated on 06/10/2016 by ToolsLib

# Database : 2016-10-07.1 [Local]

# Operating System : Windows 10 Pro  (X64)

# Username : Administrator - DAVID-THINK

# Running from : C:\Security and virus tools\AdwCleaner.exe

# Mode: Clean

# Support : https://toolslib.net/forum




***** [ Services ] *****


[-] Service deleted: Update service



***** [ Folders ] *****




***** [ Files ] *****




***** [ DLL ] *****




***** [ WMI ] *****




***** [ Shortcuts ] *****




***** [ Scheduled Tasks ] *****




***** [ Registry ] *****




***** [ Web browsers ] *****


[-] [C:\Users\David\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: uk.ask.com

[-] [C:\Users\David\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: samsung-kies.en.softonic.com

[-] [C:\Users\KateM\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: aol.com

[-] [C:\Users\KateM\AppData\Local\Google\Chrome\User Data\Default\Web data] [Search Provider] Deleted: ask.com





:: "Tracing" keys deleted

:: Winsock settings cleared




C:\AdwCleaner\AdwCleaner[C0].txt - [3951 Bytes] - [03/10/2016 23:02:11]

C:\AdwCleaner\AdwCleaner[C2].txt - [1326 Bytes] - [07/10/2016 23:57:48]

C:\AdwCleaner\AdwCleaner[S0].txt - [3650 Bytes] - [03/10/2016 22:59:47]

C:\AdwCleaner\AdwCleaner[S1].txt - [1670 Bytes] - [07/10/2016 23:54:36]


########## EOF - C:\AdwCleaner\AdwCleaner[C2].txt - [1545 Bytes] ##########


Sophos removal tool – no threats found


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  • Root Admin

Please read the following article concerning the use of MSCONFIG
Msconfig Is Not A Startup Manager

Windows Search is also having an issue. Please see about fixing, resetting the indexing on your Windows Search.


Please download the attached fixlist.txt file and save it to the Desktop.
NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.




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Hi, I think we're getting there. MBAM scan no longer shows the CrossRider files so they appear to have been purged from the system (yay). 

Chrome still seems to be buggy - will run ok the first time its loaded in a session, but after a few minutes it is very slow and often still fails to load pages. Any suggestions?

Also, part way through the debugging process, MBAM decided it needed to update. Now it sometimes comes up saying that it is unable to load the Rootkit element, and this may be caused by Malware activity. Should I worry about this?


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  • Root Admin

Please visit each of the following sites and let's reset all of your browsers back to defaults to prevent unexpected issues.
If you are not using one of the browsers but it is installed then you may want to consider uninstalling it as older versions of some software can pose an increase in the potential for an infection to get in.

Internet Explorer
How to reset Internet Explorer settings

Click on Help / Troubleshooting Information then click on the Reset Firefox button.


I would like to reset Chrome back to defaults to completely clear out what is going on with Chrome.

You can keep your “Bookmarks” if you want to keep them, but you have to export them first – >> Export Bookmarks << – Everything else should be removed.

Then I need you to go to >> Google Sync << and sign into your account.
Scroll down until you see the reset sync button and click on the button
At the prompt click on Ok.

Reset Your Browser Settings

  1. In the top-right corner of the browser window, click the “Chrome Menu” icon (Three horizontal lines)
  2. Select Settings.
  3. At the bottom, click Show advanced settings…
  4. Scroll down until you see “Reset settings”, Then click on the button Reset Settings.
  5. In the dialog that appears, click Reset.

Close Chrome and restart it and check it out for me please

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  • Root Admin

Assuming the computer is not at fault let's take a look at resetting your router and see if that helps or not.

Please review the following website and read it before continuing and then do a Hard Reset back to Factory Defaults for your router.
This information is only for resetting the router DO NOT erase, install, or update the firmware, just reset your router to factory defaults.

Reset And Reboot

Hard reset or 30/30/30


Edited by AdvancedSetup
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Hi, resetc router as described, but problem still occurred. 

However I think I've now cracked it! The network connection was OK for Skype and Dropbox, but not for any of the Web browsers. I changed the DNS settings of the network connection to OpenDNS using the guide here http://www.howtogeek.com/164981/how-to-switch-to-opendns-or-google-dns-to-speed-up-web-browsing/

That appears to have resolved the slow browsing issue on all of the browsers. Had 24hrs operation and all good so far!

Thank you for all your help!!!  

Is there any outstanding bits we need to wrap up?

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