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Removal Help. Windows Freezes after Quarantine

BMcCarthy

By BMcCarthy
in Resolved Malware Removal Logs

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Maurice Naggar

Maurice Naggar

Posted
Posted

Hello    :welcome:

My name is Maurice.  Let me know what name you prefer to go by.

 

I would appreciate  getting some key details from this machine.
 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-1.7.0.827.exe  to run the report

Once it starts, you will see a first screen with 2 buttons.  Click the one on the left marked "I don't have an open support ticket".

        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
Now click the left-hand side pane "I do not have an open support ticket"

    You will be presented with a page stating, "Get Started!"
    Do NOT use the button “Start repair” !   But look instead at the far-left options list in black.

    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.  Please do have patience.  It takes several minutes to gather.
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK.  Then Exit the tool.

    Please attach the ZIP file in your next reply.

Sincerely,

Maurice

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BMcCarthy

BMcCarthy

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Yes, When MalwareBytes says its requires restart to remove the Malware from Quarantine, the system will go through a restart cycle but freeze during the "Restarting" screen. The mouse will not move, and i can make no action until the PC is powered off and powered on again. 

Did you review the logs? Has my browser been Hijacked? I see some ATTENTION references but I don't know what they mean. 

Thank you for your help. 

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Maurice Naggar

Maurice Naggar

Posted
Posted

I would like for you to keep Windows running   & not start Malwarebytes on your own, without my guidance.   I will guide you going forward from here.

We will likely do a few different procedures.

This system runs Windows 10 which comes with its own free & very capable Windows Defender  & yet this machine has 2 3rd-party branded antivirus programs installed.

Which ones did you pay for   &   I'd like for you to decide which one you are inclined to keep  ( if any )    ( remember, MS Windows Defender is a very good antivirus that is built in to Windows 10 )

McAfee VirusScan

Bitdefender Antivirus

Ideally, you ought to uninstall both.  so that then the MS Windows Defener will be the resident antivirus.

So uninstall  & on your next reply, let me know what you have done.

.

One other initial issue to highlight.   There is a "bad block" on the drive which I believe is the main source of the Windows startup issue.

System errors:
=============
Error: (09/16/2020 10:49:40 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk2\DR2, has a bad block.

So,  I would suggest that we make time and run a Windows CHKDSK utility run.   Windows will most likely want to do that in a new session.

That is the main goal of this custom script attached here.

The system will be rebooted after the script has run.

.

This custom script is for  BMccarthy  only / for this machine only.

 
Close and save any open work files before starting this procedure. 

I am sending a    custom Fix script which is going to be used by the FRSTENGLISH  tool. They will both work together as a pair.

Please RIGHT-click the (attached file named) FIXLIST and select SAVE  link AS and save it directly ( as is) to the  Downloads  folder

The tool named FRSTENGLISH .exe   tool    is already on the Downloads folder
Start the Windows Explorer and then, to the Downloads folder.


RIGHT click on  FRSTENGLISH    and select RUN as Administrator and allow it to proceed.  Reply YES when prompted to allow to run.
  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
IF Windows prompts you about running this, select YES to allow it to proceed.

IF you get a block message from Windows about this tool......
click line More info information on that screen
and click button Run anyway on next screen.

on the FRST window:
Click the Fix button just once, and wait.

frst-fix.jpg.f6a25291b39a03d418acc9a3b7136900.jpg

 

PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. Lots of patience. This run here should be fairly quick.
If you receive a message that a reboot is required, please make sure you allow it to restart normally.
The tool will complete its run after restart.
When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.

Please attach the FIXLOG.txt with your next reply later, at your next opportunity   


Please know this will do a Windows Restart.   Just let it do its thing.  

We will do more after this round.

Sincerely.

Fixlist.txt

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Maurice Naggar

Maurice Naggar

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Posted (edited)

Good morning.

When the system is restarted, there is a display for 8 seconds to allow ( if needed )  time to get into Safe mode of Windows.   This was put by the last procedure.   There is a automatic time out after 8 seconds.   Windows 10 will start normally.

I am glad to know the Chkdsk ran & finished.

As to the MP4 files that were tagged & removed, tagged as Trojan.Script.Base64, there is not a way to know  if indeed it  did any actual harm.

The mp4 files was 2020-08-20_15-38-08.MP4

.

Let me suggest a new scan in the following manner.

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.
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
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, 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
 

 

Edited by Maurice Naggar
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Maurice Naggar

Maurice Naggar

Posted
Posted

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you

 

 

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