Able to detect but unable to remove and find malware

[ash2323]

Hi, there.

 

I need the urgent help for the removing malware from my phone and windows PC.

[ash2323]

can anyone plz help me.

[Maurice Naggar]

Hello   

In this section here,   we can only help with Windows computers.   What do you suspect / what is going on  on this Windows system ?

Does it have Malwarebytes for Windows ?    did you do a Scan with it ?

[ash2323]

i have tried scanning with malwarebytes and malwarebytes rootkit removal software but nothing is fixing . can you remove the malware on taking on remote.

[ash2323]

as i connect to the pc to internet it starts connecting with the random malicious ips on internet.

[ash2323]

its the windows computer.

[Maurice Naggar]

Hello.

I am not real sure what you men here 

Quote

as i connect to the pc to internet it starts connecting with the random malicious ips on internet.

Can you kindly describe that in plainer / a bit more detail ?

If this Windows pc has Malwarebytes for Windows program, you should run a Scan with it.

and

if Malwarebytes is showing you a "block message window"  you should tell me about it,  OR grab a screen grab image

See "Take a Screenshot on Windows"
https://lifehacker.com/how-to-take-a-screenshot-or-picture-of-whats-on-your-co-5825771

 

How to Take Screenshots in Windows 10
https://www.howtogeek.com/226280/how-to-take-screenshots-in-windows-10/

.

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.

 

• Please attach both logs to your reply  here to this thread.
• To Upload  attachments please click the link as shown below. Then browse to where your file is located and select it and click the Open button.

 

[AdvancedSetup]

Glad we could help.

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Thank you