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wmcagent got a hold of my laptop and I need some help.

lewis896
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lewis896

lewis896

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I've dealt with some malware in my time, but this is the first time I've ever had to reach out on a forum such as this for help.  I've ran all kinds of removers (malwarebytes, adwcleaner 7.1.1, Hitman Pro, rkill, Roguekiller--to name a few) and this thing will not go away.  It keeps 2 "client"s open in my task manager and the wmcagent is always running in my processes.  All of these programs that I've run have no problem finding the trojan, they just never successfully remove it. 

Please help.  I'm desperate.

-lewis896

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Malwarebytes

Malwarebytes

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***This is an automated reply***

Hi,

Thanks for posting in the Malware Removal for Windows Help forum. Being infected is not fun and can be very frustrating to resolve, but don't worry because we have a team of experts here help you!!

Note: Please be patient. When the site is busy it can take up to 48 hours before a malware removal helper can assist you. If no one has replied to your new topic after 48 hours please contact a Moderator or Administrator to let them know.

 

First, if you haven't done so, please run a Threat Scan with the latest version of Malwarebytes. This may resolve your malware infection issue without the need for additional support. Click "Reveal Hidden Contents" below for details:

Spoiler

Malwarebytes can detect and remove most malware with no further actions required for free.

If you do not have Malwarebytes, please download it here and install. Be sure to post back the log as shown below.

  1. Open Malwarebytes for Windows
  2. To the left, click Scan > Scan Types.
    image.png
  3. Select Threat Scan. Threat Scan is the most thorough and recommended scan method available.
    image.png
  4. Click Start Scan

Next, if you're still experiencing issues after running Malwarebytes, then technical logs will be required to assist you. Click "Reveal Hidden Contents" below and follow the instructions to run the Farbar Recovery Scan Tool:

Spoiler

Don't use any temporary file cleaners unless requested - this can cause data loss and make a recovery difficult.

Please download the Farbar Recovery Scan Tool here 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

  1. Double-click to run it. When the tool opens click Yes to the disclaimer.
  2. Press the Scan button.
    _frst_scan.jpg.d10e66dc03e35ede4fdcba12b
  3. It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
  4. The first time the tool is run, it also makes another log (Addition.txt). If you've run it before it may not and you may need to select it manually.

Finally, attach the Malwarebytes Threat Scan, FRST.txt and Additional.txt logs to your reply. Before submitting your reply, be sure to enable "Notify me of replies" like so: notify me.jpeg

Click "Reveal Hidden Contents" below for details on how to add attachments to your post.
Note: If you are unable to attach files, please copy and past the contents of the requested files in your Reply instead. 

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To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

_mb_attach.jpg.a0465aaafd6cae688aa38ab16

Please Note the Following:

  • One of our expert helpers will give you one-on-one assistance when one becomes available.
  • Refrain from making any further changes to your computer (such as Install/Uninstall programs, using special fix tools, delete files, edit the registry, etc...) unless advised by a malware removal helper. Doing so can result in system changes which may hinder the attempts by a helper to clean your machine.
  • Do not 'bump' or add a reply to your topic once it is started. Topics which appear to have replies are considered to have a helper assisting them and may be overlooked, resulting in a longer waiting period for help
  • If you're using Peer 2 Peer software such as uTorrent or similar, please completely disable it from running while being assisted here.

Troubleshooting Tips

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kevinf80

kevinf80

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Hello lewis896 and welcome to Malwarebytes,

Your logs indicate smartservice infection, to defeat that infection you will need access to a spare PC and a USB Flashdrive 4GB or above.

First do the following on the infected PC:

Open FRST, copy/paste the following inside the text area of FRST. Once done, click on the Fix button. A file called fixlog.txt should appear on your desktop or the folder you saved FRST to. Attach it in your next reply.

Start::
CMD: bcdedit.exe /set {bootmgr} displaybootmenu yes
CMD: bcdedit.exe /set {default} recoveryenabled yes
End::

user posted image

Next,



Plug USB Flash Drive into spare PC, navigate to that drive and Right click on it directly, select > Format. The quick option is adequate.

When the format completes download Farbar Recovery Scan Tool from here:

http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/

save it to a USB flash drive. Ensure to get the correct version for your system, 32 bit or 64 bit.

Note: You need to run the version compatible 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.

Do NOT plug the Flash drive into the sick PC untill booted to the Recovery Environment

If you are using Vista or Windows 7 enter System Recovery Options as follows.

Enter System Recovery Options I give two methods, use whichever is convenient for you.

To enter System Recovery Options from the Advanced Boot Options:
  • Restart the computer.
  • As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
  • Use the arrow keys to select the Repair your computer menu item.
  • Select Your Country as the keyboard language settings, and then click Next.
  • Select the operating system you want to repair, and then click Next.
  • Select your user account an click Next.


To enter System Recovery Options by using Windows installation disc:
  • Insert the installation disc.
  • Restart your computer.
  • If prompted, press any key to start Windows from the installation disc. If your computer is not configured to start from a CD or DVD, check your BIOS settings.
  • Click Repair your computer.
  • Select Your Country as the keyboard language settings, and then click Next.
  • Select the operating system you want to repair, and then click Next.
  • Select your user account and click Next.


On the System Recovery Options menu you may get the following options:
Startup Repair
System Restore
Windows Complete PC Restore
Windows Memory Diagnostic Tool
Command Prompt
 
  • Select Command Prompt
  • In the command window type in notepad and press Enter.
  • The notepad opens. Under File menu select Open.
  • Select "Computer" and find your flash drive letter and close the notepad.
  • In the command window type E:\frst64 or E:\frst depending on your version. Press Enter Note: Replace letter E with the drive letter of your flash drive.
  • The tool will start to run.
  • When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.


Next,

Boot back to Normal Windows, now run Malwarebytes as follows:

Open Malwarebytes Anti-Malware.
 
  • On the Settings tab > Protection Scroll to and make sure the following are selected:
    Scan for Rootkits
    Scan within Archives
     
  • Scroll further to Potential Threat Protection make sure the following are set as follows:
    Potentially Unwanted Programs (PUP`s) set as :- Always detect PUP`s (recommended)
    Potentially Unwanted Modifications (PUM`s) set as :- Alwaysdetect PUM`s (recommended)
     
  • Click on the Scan make sure Threat Scan is selected,
  • A Threat Scan will begin.
  • When the scan is complete if anything is found make sure that the first checkbox at the top is checked (that will automatically check all detected items), then click on the Quarantine Selected Tab
  • If asked to restart your computer to complete the removal, please do so
  • When complete click on Export Summary after deletion (bottom-left corner) and select Copy to Clipboard.
  • Wait for the prompt to restart the computer to appear, then click on Yes.
  • After the restart once you are back at your desktop, open MBAM once more to retrieve the log.


To get the log from Malwarebytes do the following:
 
  • Click on the Reports tab > from main interface.
  • Double click on the Scan log which shows the Date and time of the scan just performed.
  • Click Export > From export you have two 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

     
  • Use "Copy to Clipboard, then Right click to your reply > select "Paste" that will copy the log to your reply…


Let me see those two logs in your reply..

Thank you,

Kevin.
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lewis896

lewis896

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Posted (edited)

Kevin, my sick laptop won't recognize the USB stick when I open notepad.  It just shows my hard drive and my cd drive.  I formatted it FAT32 and followed all instructions. So I'm stuck at running FRST in recovery mode because the USB stick doesn't show up in the drive list on the computer tab.  It seems like a stupid problem to have, but I don't know what else to do.  I refreshed the area several times.  Tried using all USB ports as well. 

They all work in normal operating mode, however.

Edited by lewis896
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kevinf80

kevinf80

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Not sure why that should happen, maybe USBstor is turned off for ControlSet001 . Do the following from recovery environment
 
  • Select Command Prompt
  • In the command window type in regedit and press Enter.
  • The registry editor opens.
  • Expand the following key Hkey_Local_Machine\System\ControlSet001\Services\USBStor
  • Double click direct on USBStor
  • Look to the right pane you will see the entry "start" its value should be 3 if USB is enabled.
  • If the value is different "Right" click on "start" and select "modify"
  • In the new box change value to 3, select ok and close out regedit


You should now be back to Command Prompt.... Continue please:
 
  • In the command window type in notepad and press Enter.
  • The notepad opens. Under File menu select Open.
  • Select "Computer" and find your flash drive letter and close the notepad.
  • In the command window type e:\frst64 or e:\frst depending on your version. Press Enter Note: Replace letter e with the drive letter of your flash drive.
  • The tool will start to run.
  • When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.

Continue with the instructions from my last reply...

Thank you,

Kevin...

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kevinf80

kevinf80

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FRST can only be run from USB flashdrive, it will not run from a CD.. The reg settings do appear to be correct so i`m not really sure why the USB device is not recognized.

I`ve attached USBStor.zip to this reply, download and unzip to desktop of sick PC so you have USBStor.reg. Right click on the reg file and select "Merge" agree any alerts....

Reboot when complete, try from recovery environment again...

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lewis896

lewis896

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Tried a third, formatted USB drive NTFS and merged USBstor.  Also checked all 5 usb drivers and windows said they were up to date.  Kevin, I swear I'm not trolling you, the drive is still not showing up.  I tried all 3 USB slots.  Could the fact that my cd drive is taking E: have anything to do with it?  I doubt it, it would likely just assign a different letter. 

Another thing, is I have the most updated Malwarebytes and the trojan is turning web protection off (I'm on the 2 week trial) and won't let me turn it back on at all.  Please don't give up, I'll jump through any hoop.  Thank you for your help thus far.

Mark

EDIT:  I have 3 USB slots - 2 blue and one black.  I'm assuming the black is the 2.0 and the blues are 3.0.  Tried them all at any rate.

Edited by lewis896
more info on usb drives
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lewis896

lewis896

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Define “Windows RE” being sufficiently loaded:  is that when I’m prompted to select command prompt? Or just when “Windows is done finishing loading (“white bar at bottom completes...”?   Or should I wait until I input password?   Or should I wait until I’m in notepad?  

When drives are inserted, the LED usually blink; all 3 of mine are a solid light.  This applies to all 3 of the drives in all 3 ports.    

I do have one more option and it’s a self powered USB 1Tb HDD (western digital, had it probably 10 years).  My only problem is it has my LIFE on it.  Don’t wanna corrupt anything on that drive, I would have a panic attack.  But it’s my last USB option.  I don’t buy expensive thumb drives so it’s hard for me to blame 3 drives. Especially when my wireless mouse works on RE mode through USB.  

I will try again, this time from my immaculate deaktop.  Will post next update.  With your other advice.

As always, thanks. Mark

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lewis896

lewis896

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Posted (edited)
1 hour ago, kevinf80 said:

This is frustrating for sure, can you confirm that a spare, known to be clean PC is used to format the flashdrive and load FRST. Also the flashdrive is not plugged into the sick PC until RE is loaded.....

Try solutions 2, 4, 5, 6 and 7 here: http://www.eassos.com/how-to/USB-device-not-recognized.php#Fix_USB_root_hub

I’m assuming you mean to perform these solutions on the sick laptop.. ?

Edited by lewis896
misplaced a word
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kevinf80

kevinf80

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Yes the solutions are to be used on the sick PC, they all refer to problems with USB devices. If you use any USB flashdrive on the sick PC in normal windows they will become corrupt. Smartservice infection has its own protective rootkit that will rename itself anytime the system is booted or rebooted in normal windows.

At present there is no other fix available than to run FRST from a USB flashdrive via the recovery environment. The instructions for Windows 7 are very straightforward, if you are unsure of the instructions please tell me...

Quote
Enter System Recovery Options I give two methods, use whichever is convenient for you.

To enter System Recovery Options from the Advanced Boot Options:
  • Restart the computer.
  • As soon as the BIOS is loaded begin tapping the F8 key until Advanced Boot Options appears.
  • Use the arrow keys to select the Repair your computer menu item.
  • Select Your Country as the keyboard language settings, and then click Next.
  • Select the operating system you want to repair, and then click Next.
  • Select your user account an click Next.


To enter System Recovery Options by using Windows installation disc:
  • Insert the installation disc.
  • Restart your computer.
  • If prompted, press any key to start Windows from the installation disc. If your computer is not configured to start from a CD or DVD, check your BIOS settings.
  • Click Repair your computer.
  • Select Your Country as the keyboard language settings, and then click Next.
  • Select the operating system you want to repair, and then click Next.
  • Select your user account and click Next.


On the System Recovery Options menu you may get the following options:


Startup Repair
System Restore
Windows Complete PC Restore
Windows Memory Diagnostic Tool
Command Prompt

  • Select Command Prompt
  • In the command window type in notepad and press Enter.
  • The notepad opens. Under File menu select Open.
  • Select "Computer" and find your flash drive letter and close the notepad.
  • In the command window type E:\frst64 or E:\frst depending on your version. Press Enter Note: Replace letter E with the drive letter of your flash drive.
  • The tool will start to run.
  • When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.

 

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lewis896

lewis896

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I only had one unknown device when showing all hidden objects but I I deleted/disbled all the greyed out ones and kept checking for installed hardware.  Still nothing.  I honestly wouldn't blame you for giving up on me, this has absolutely baffled me.  I have no clue what to do.  Except keep running malwareybtytes and hope that they're definitions catch up to this trojan.  It is BAD.  If you wish to continue I will definitely donate, I just want it fixed.  Thank you for all of your help.  You responded in a timely fashions and I tried hard and did everything instructed. 

If you continue to work with me, i'd be forever greatful.

Again, thank you.

Mark

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kevinf80

kevinf80

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Hiya Mark,

Boot your sick PC to Recovery Options, once you are at the System Recovery Options menu select "Command Prompt"

Now plug in your USB flashdrive.

At the command prompt type or copy/paste diskpart hit enter key.

At diskpart prompt type or copy/paste list volume hit enter key.

You should now see a list of available drives, also if available removable drives (usb)

I`ve attached what I see on my laptop with one usb port in use... Do you see the USB device..?

diskpart.JPG

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