Can't install malwarebytes, anti-root kit or chameleon

[Roseann]

I really am infected. I have been on the phone for 20 hours total over 3 different days this week with Avast total care tech support. They have tried everything to remove this virus. They even tried installing and running malwarebytes and we keep getting the message that "the requested resource is in use". I can't even do a total system refresh because I get a similar message. I have done alot of reading on this issue and I have tried to install the anti-root kit next and I received a message that the DDA file is missing,so I followed the prompts and rebooted the computer and it still couldn't locate. I tried running the fixdamage.exe and got the same message: "the requested resource is in use".

THEN I finally tried to install and run chameleon and STILL had no luck also saying the requested resource is in use.

 

I downloaded the Farbar Recovery Scan Tool and am going to attach the 2 files here and pray that someone can help me get rid of this. I work from home and have lost alot of time and money this week.

Thank you so much for your time in reading this any help would be greatly appreciated.

Sincerely,

Roseann

FRST.txt

Addition.txt

[Aura]

Hi Roseann

My name is Aura and I'll be assisting you with your malware issue. Since we'll be working together, you can call me Aura or Yoan, which is my real name, it's up to you! Now that we've broke the ice, I'll just ask you a few things during the time we'll be working together to clean your system and get it back to an operational state.

• As you'll notice, the logs we are asking for here are quite lenghty, so it's normal for me to not reply exactly after you post them. This is because I need some time to analyse them and then act accordingly. However, I'll always reply within 24 hours, 48 hours at most if something unexpected happens
• As long as I'm assisting you on Malwarebytes Forums, in this thread, I'll ask you to not seek assistance anywhere else for any issue related to the system we are working on. If you have an issue, question, etc. about your computer, please ask it in this thread and I'll assist you
• The same principle applies to any modifications you make to your system, I would like you to ask me before you do any manipulations that aren't in the instructions I posted. This is to ensure that we are operating in sync and I know exactly what's happening on your system
• If you aren't sure about an instruction I'm giving you, ask me about it. This is to ensure that the clean-up process goes without any issue. I'll answer you and even give you more precise instructions/explanations if you need. There's no shame in asking questions here, better be safe than sorry!
• If you don't reply to your thread within 3 days, I'll bump this thread to let you know that I'm waiting for you. If you don't reply after 5 days, it'll be closed. If you return after that period, you can send me a PM to get it unlocked and we'll continue where we left off;
• Since malware can work quickly, we want to get rid of them as fast as we can, before they make unknown changes to the system. This being said, I would appreciate if you could reply to this thread within 24 hours of me posting. This way, we'll have a good clean-up rhythm and the chances of complications will be reduced
• I'm against any form of pirated, illegal and counterfeit software and material. So if you have any installed on your system, I'll ask you to uninstall them right now. You don't have to tell me if you indeed had some or not, I'll give you the benefit of the doubt. Plus, this would be against Malwarebytes Forums's rules
• In the end, you are the one asking for assistance here. So if you wish to go a different way during the clean-up, like format and reinstall Windows, you are free to do so. I would appreciate you to let me know about it first, and if you need, I can also assist you in the process
• I would appreciate if you were to stay with me until the end, which means, until I declare your system clean. Just because your system isn't behaving weirdly anymore, or is running better than before, it doesn't mean that the infection is completely gone
  This being said, I have a full time job so sometimes it'll take longer for me to reply to you. Don't worry, you'll be my first priority as soon as I get home and have time to look at your thread
  

This being said, it's time to clean-up some malware, so let's get started, shall we?

Do you have a USB Flash Drive? If so, how big is it?

Also, follow the instructions below.

Farbar Recovery Scan Tool (FRST) - Fix mode
Follow the instructions below to execute a fix on your system using FRST, and provide the log in your next reply.

• Download the attached fixlist.txt file, and save it on your Desktop (or wherever your FRST.exe/FRST64.exe executable is located)
• Right-click on the FRST executable and select Run as Administrator (for Windows Vista, 7, 8, 8.1 and 10 users)
• Click on the Fix button
  
• On completion, a message will come up saying that the fix has been completed and it'll open a log in Notepad
• Attach that log (fixlog.txt, which will be on your desktop) in your next reply;
  

fixlist.txt

[Roseann]

I have a 16G removable drive.

when I run as administrator and click on fix I get a message saying no fixlist.txt is found even though it is right there in the same folder as the FARBAR exe file

[Aura]

If you move both the FRST executable and the fixlist.txt on your desktop, does it works?

[Roseann]

No, I moved them both out of the folder and onto the desktop and it still doesn't work.

[Aura]

Enable the ability to see file extensions, and make sure that the fixlist name is really fixlist.txt and not something like fixlist (1).txt.

http://www.thewindowsclub.com/show-file-extensions-in-windows

[Aura]

Hi Roseann,

Are you still with me?

[Roseann]

yes,  Nothing you have recommended is working. I couldn't even recover or reformat my hard drive from a boot up drive. The computer wouldn't recognize the drive. I think this virus was bigger than my computer. It attacked my O/S. I bought a new computer because I work from home and have missed so much work in the last week. Thanks for trying to help.

[Aura]

SmartService can be removed with the proper instructions, though it is true that sometimes, everything doesn't go according to the plan and extra steps might be needed. If you ever want to clean that computer, let me know and I'll re-open this thread.

For now, good luck with your new computer and catching up on your work, and above all, stay safe!