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Quarantined files keep coming back after every restart


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Hi,   :welcome:
My name is Maurice. I will be helping and guiding you, going forward on this case.
Let me know what first name you prefer to go by.

I need the diagnostic report  ( below ) and the history of Malwarebytes for windows in order to have any idea of any specifics.   You only just said some things, with no detail at all.

Nor, whether any browser is associated to the events.

 

Please follow my directions as we go along.  Please do not do any changes on your own without first checking with me.
If you will be away for more than 3 consecutive days,  do try to let me know ahead of time, as much as possible.
 
Please only just attach   all report files, etc  that I ask for as we go along.


I would appreciate  getting some key details from this machine in order to help you forward.
 NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

Do have patience while the report tool runs.  It may take several minutes.  Just let it run & take its time.  You may want to close your other open windows so that there is a clear field of view.
Download Malwarebytes Support Tool
    


    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.6.0.774.exe  to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"
    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

Please know I help here as a volunteer.  and that I am not on 24 x 7.
Help on this forum is one to one.   Again, please be sure to ONLY attach report files  with your reply (s)  as we go along.  Do not do a copy / paste into main body.
Thank you,
Sincerely.

 

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Hello Nader.   Thank you for the report.

I notice that Chrome browser is the default browser on this system.  So, these are my first suggestions.   ( we will do more, later ).

[   1   ] 
Use Chrome browser   to go to https://www.google.com/settings/chrome/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". 
[   2   ] 
for Chrome, while Chrome is running:
Press & hold SHIFT+CTRL+Del keys  on keyboard to get menu for clearing browsing data:

Check mark the line  "Browsing history" 
Check mark the line "Download history" 
Check mark the lined "Cached images and files"
and press Clear Data button  ( in blue ) 
[   3   ] 
After that, make real sure that Chrome is "NOT" set to reload the pages from the last session 
Go into the settings menu of Chrome by first clicking  the control icon of Chrome on upper right of the adress bar 
Then look deeper in SETTINGS 
 
  
Make real sure it is "NOT" set to "continue where you left off" 

[   4   ] 
See this article on our Malwarebytes Blog
https://blog.malwarebytes.com/security-world/technology/2019/01/browser-push-notifications-feature-asking-abused/

  
You want to disable the ability of each web browser on this machine from being able to allow "push ads". That means Chrome, Firefox, or Edge browser (on Windows 10), or on Opera. 
Scroll down to the tips section "How do I disable them". 
[   5   ] 
I suggest you install the Malwarebytes Browser guard for Chrome. 
To get & install the Malwarebytes Browser Guard extension for Chrome, 
  
Open this link in your Chrome   browser:  
https://chrome.google.com/webstore/detail/malwarebytes/ihcjicgdanjaechkgeegckofjjedodee

  
Then proceed with the setup. 
  
[   6    ] 
I  would suggest to download, Save, and then run Malwarebytes ADWCLEANER. 
Please close Chrome and all other open web browsers after you have saved the Adwcleaner and before you start Adwcleaner scan. 
Adwcleaner  detects factory Preinstalled applications too! 
  
Please download  Malwarebytes AdwCleaner  https://downloads.malwarebytes.com/file/adwcleaner
  
Be sure to Save the file first, to your system.  Saving to the Downloads folder should be the default on your system. 
  
Go to the folder where you saved Adwcleaner. Double click Adwcleaner  to start it. 
At the prompt for license agreement, review and then click on I agree. 
  
You will then see a main screen for Adwcleaner. ( if you do not see it right away, minimized the other open windows, so you can see Adwcleaner). 
Then click on Dashboard button. 
Click the blue button "Scan Now". 
  
allow it a few minutes to finish the Scan.   Let it remove what it finds. 
NOTE:  When it comes to the section " 
Pre-installed applications 
  
You can skip that. 
Please find and send the Adwcleaner "C" clean report. 
In Adwcleaner, click the "Reports" button.  Look at the list of reports for the latest date & type "Clean". 
Double Click that line & it will open in Notepad.   Save the file to your system and then Attach that with your reply. 
  
That C clean report will be the one with the most recent Date and time at folder  C:\AdwCleaner\Logs 
Thanks.  Keep me advised. 

We will do more later.
  

 

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Thanks for the report.   That is a very good cleanup by the Adwcleaner program.

We need to get a fresh report with a tool named  FRST

I would like to have you run a report tool known as FRST. This has no personal information. It is a well-known & widely used &safe.
FRST will help provide me with a list of installed programs and other information about your computer that will help me see if there are any other problems that are not being detected. Please follow the steps below to run FRST.
 

Please download FRST from the link below and save it to your desktop:

"Download link for 64-Bit Version Windows"

Please wait and look toward the top or bottom of your browser for the option to Run or Save.
Click Save to save the file  to the Downloads folder.


Run report with FRST64.     Go to the Downloads folder.

Right-click on FRST64 icon and select Run as Administrator to start the tool , and reply YES to allow it to proceed and run.


Approve the Windows UAC prompt on Windows Vista and newer operating systems by clicking on Continue or Yes. 

Click Yes when the* disclaimer* appears in FRST.
The tool may want to update itself - in that case you'll be prompted when the update is completed and ready to use.

Make sure that Addition options is *checked* - the configuration should look exactly like on the screen below (do not mark additional things unless asked).
Press Scan button and wait.

 

image.png.5d47975010636d1d032768cefa8d6625.png

 

 


The tool will produce 2  logfiles on your desktop: FRST.txt , Addition.txt 
Click OK button when it shows up. Close the Notepad windows when they show on screen. The tool saves the files.

Please attach these 2 files to your next reply.

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Hi.   Thank you for the FRST reports.

Run a scan with Malwarebytes.
Start Malwarebytes from the Windows  Start menu.
Click Settings ( gear icon)   at the top right of Malwarebytes window.   We want to see the SETTINGS window.
Then click the SECURITY  tab.

 

Look for the section "Automatic Quarantine".   Be sure it is clicked On   ( to the far right side)

Then scroll down to the section Potentially Unwanted items.   We need the next 2 lines   ( for P U P  & for P U  M)  to be set to "Always ( Recommended) ".
You can make the change by clicking on the down-arrow selection list-control.   We want all P U P  &  P U M to be marked for removal.


Scroll down and lets be sure the line in SCAN OPTIONs for "Scan for rootkits" is ON
Click it to get it ON  if it does not show a blue-color   ( that is to say, have that set to the far-RIGHT-side so that it is ON)

 


Now click the small X  to get back to the main menu window.

Click the SCAN button.
Select a Threat Scan ( which should be the default).
When the scan phase is done, be real sure you Review and have all detected lines items check-marked on each line on the left. That too is very critical.
Then click on Quarantine selected.

Be sure all items were removed. Then too, Repeat the scan one more time. It does not take long.
and again, be sure all detected items are removed.

Let it remove what it has detected.

 

Then, locate the Scan run report;  export out a copy;  & then attach in with your  reply.
See https://support.malwarebytes.com/hc/en-us/articles/360038479194-View-Reports-and-History-in-Malwarebytes-for-Windows-v4

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Tips to help protect from infection

Thanks

 

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