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PUP malware will not go away.

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So i have a windows laptop and I just downloaded Malwarebytes to scan for viruses.  First scan found several hundred viruses.  I quarantined them and removed them and scanned a 2nd time.  2nd time found 5 viruses during the heuristics phase of the scan.  it keeps finding this PUP type malware and no matter how many times you scan the computer it cannot be completely removed.  If i scan the pc, and say it finds 5 threats, it will only allow 4 to be quarantined, always leaving 1 of itself to remain on my pc.  I have now scanned several times and it is still there everytime, with all threats quarantined with the exception of 1, every single scan.  Is there anything i can do to get rid of this pesky PUP malware?  I have saved the report but I dont know if I should post it here on a public forum in case it contains any personal info.  Thanks.   



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Hello DarthRaver8686 and welcome to Malwarebytes,

Continue with the following:

Open Malwarebytes, select > "settings" > "protection tab"

Scroll down to "Scan Options" ensure Scan for Rootkits and Scan within Archives are both on....

Go back to "DashBoard" select the Blue "Scan Now" tab......

When the scan completes quarantine any found entries...

To get the log from Malwarebytes do the following:
  • Click on the Report 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

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


Download AdwCleaner by Malwarebytes onto your Desktop.

Or from this Mirror
  • Right-click on AdwCleaner.exe and select user posted imageRun as Administrator (for Windows Vista, 7, 8, 8.1 and 10 users)
  • Accept the EULA (I accept), then click on Scan
  • Let the scan complete. Once it's done, make sure that every item listed in the different tabs is checked and click on the Quarantine button. This will kill all the active processes
  • Once the cleaning process is complete, AdwCleaner will ask to restart your computer, do it
  • After the restart, a log will open when logging in. Please copy/paste the content of that log in your next reply


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

Alternative download option: http://www.techspot.com/downloads/6731-farbar-recovery-scan-tool.html

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...

Be aware FRST must be run from an account with Administrator status...
  • 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"
    user posted image
  • 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 that log to your reply.

Let me see those logs in your reply...

Thank you,


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Kevin thanks for the reply.  Here is the log from a scan i just did moments ago:



-Log Details-
Scan Date: 9/7/19
Scan Time: 12:21 PM
Log File: 97252db4-d18b-11e9-b391-ac220b034dd6.json

-Software Information-
Components Version: 1.0.613
Update Package Version: 1.0.12367
License: Trial

-System Information-
OS: Windows 8.1
CPU: x64
File System: NTFS
User: System

-Scan Summary-
Scan Type: Threat Scan
Scan Initiated By: Scheduler
Result: Completed
Objects Scanned: 283833
Threats Detected: 5
Threats Quarantined: 4
Time Elapsed: 12 min, 30 sec

-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect

-Scan Details-
Process: 0
(No malicious items detected)

Module: 0
(No malicious items detected)

Registry Key: 0
(No malicious items detected)

Registry Value: 1
PUP.Optional.SearchManager.BITSRST, HKU\S-1-5-21-2857835430-3624040574-4162862221-1003\SOFTWARE\GOOGLE\CHROME\PREFERENCEMACS\Default\extensions.settings|hmamdkecijcegebmhndhcihjjkndbjgk, Quarantined, [269], [626729],1.0.12367

Registry Data: 0
(No malicious items detected)

Data Stream: 0
(No malicious items detected)

Folder: 0
(No malicious items detected)

File: 4
PUP.Optional.SearchManager.BITSRST, C:\USERS\SUSAN BROYLES\APPDATA\LOCAL\GOOGLE\CHROME\USER DATA\Default\Secure Preferences, Removal Failed, [269], [626729],1.0.12367
PUP.Optional.SearchManager.BITSRST, C:\USERS\SUSAN BROYLES\APPDATA\LOCAL\GOOGLE\CHROME\USER DATA\Default\Preferences, Replaced, [269], [626729],1.0.12367
PUP.Optional.SearchManager.BITSRST, C:\USERS\SUSAN BROYLES\APPDATA\LOCAL\GOOGLE\CHROME\USER DATA\Default\Secure Preferences, Replaced, [269], [626729],1.0.12367
PUP.Optional.SearchManager.BITSRST, C:\USERS\SUSAN BROYLES\APPDATA\LOCAL\GOOGLE\CHROME\USER DATA\Default\Secure Preferences, Replaced, [269], [628563],1.0.12367

Physical Sector: 0
(No malicious items detected)

WMI: 0
(No malicious items detected)



as you can see this PUP file is still present.  5 threats detected and only 4 quarantined.  I will run the adware software and farbar recovery tool next and report back.  thanks again.  

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Kevin, I cannot seem to find the adwcleaner.exe file to open the program as an administrator.  where would the file be located?  I ran the adware cleaner and it has been running for 20min and hasnt moved from the same spot, but its still counting up without the progress bar stuck.  is that normal?  it says 17 items quarantined.  

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# -------------------------------
# Malwarebytes AdwCleaner
# -------------------------------
# Build:    09-05-2019
# Database: 2019-09-06.1 (Cloud)
# Support: https://www.malwarebytes.com/support
# -------------------------------
# Mode: Clean
# -------------------------------
# Start:    09-07-2019
# Duration: 00:00:02
# OS:       Windows 8.1
# Cleaned:  2
# Failed:   0

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

No malicious services cleaned.

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

Deleted       C:\Program Files (x86)\Common Files\supportdotcom
Deleted       C:\Users\Susan Broyles\AppData\Roaming\supportdotcom

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

No malicious files cleaned.

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

No malicious DLLs cleaned.

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

No malicious WMI cleaned.

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

No malicious shortcuts cleaned.

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

No malicious tasks cleaned.

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

No malicious registry entries cleaned.

***** [ Chromium (and derivatives) ] *****

No malicious Chromium entries cleaned.

***** [ Chromium URLs ] *****

No malicious Chromium URLs cleaned.

***** [ Firefox (and derivatives) ] *****

No malicious Firefox entries cleaned.

***** [ Firefox URLs ] *****

No malicious Firefox URLs cleaned.

***** [ Preinstalled Software ] *****

No Preinstalled Software cleaned.


[+] Delete Tracing Keys
[+] Reset Winsock


AdwCleaner_Debug.log - [40383 octets] - [07/09/2019 12:39:08]
AdwCleaner[S00].txt - [6806 octets] - [07/09/2019 12:46:14]
AdwCleaner[S01].txt - [4668 octets] - [07/09/2019 13:17:56]

########## EOF - C:\AdwCleaner\Logs\AdwCleaner[C01].txt ##########

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