cmbmb Posted September 30, 2020 ID:1410808 Share Posted September 30, 2020 I started a support ticket on 23/9 and uploaded support tool logs from Malwarebytes Support Tool the same day, but have not had any response yet, please could you let me know how long it will take, thanks Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 30, 2020 Root Admin ID:1410810 Share Posted September 30, 2020 Hello @cmbmb As long as you're not having a licensing issue we can probably assist you here on the forums right away. What issues are you having? Go ahead and upload your log here please. Link to post Share on other sites More sharing options...
cmbmb Posted September 30, 2020 Author ID:1410813 Share Posted September 30, 2020 Thanks, here's my orig query- I have a premium malwarebytes account. On 16/9 i did a routine scan and it detected a trojan called Trojan.base64 or something like that. i quarantined it and malwarebytes told me to restart so it could remove it completely. I did and ran the scan again but the trojan had reappeared. I quarantined again and restarted again but the same result. i tried another 1 or 2 times but again the same result. .. Please could you tell me how to remove the trojan, and if my files are at risk which log / logs do you need - I did it all through the Support Tool so i don't know what's what Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 30, 2020 Root Admin ID:1410815 Share Posted September 30, 2020 I just need the Scan log from the Reports section showing the actual removal please. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 30, 2020 Root Admin ID:1410826 Share Posted September 30, 2020 Click the bullseye Click to View Click Export to save to clipboard or export to text Link to post Share on other sites More sharing options...
cmbmb Posted September 30, 2020 Author ID:1410827 Share Posted September 30, 2020 i don't know where to find this log sorry Link to post Share on other sites More sharing options...
cmbmb Posted September 30, 2020 Author ID:1410830 Share Posted September 30, 2020 posts just crossed, working on it Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 30, 2020 Root Admin ID:1410831 Share Posted September 30, 2020 Please refresh and see above, thanks Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 30, 2020 Root Admin ID:1410836 Share Posted September 30, 2020 Were you able to find the log @cmbmb Link to post Share on other sites More sharing options...
cmbmb Posted September 30, 2020 Author ID:1410837 Share Posted September 30, 2020 here are last scan 2309 (clean after quarantine, and last detection 1609 scans.zip Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 30, 2020 Root Admin ID:1410839 Share Posted September 30, 2020 Okay, if it's returning then we'll need to get more information. It is now 1:30 AM and I was off the clock about 7 hours ago so I need to get some sleep. Please run the following for me and I'll check it in the morning and give you further instructions. Please download Farbar Recovery Scan Tool 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 Double-click to run it. When the tool opens click Yes to disclaimer. Press the Scan button. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply. The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well. Thank you Link to post Share on other sites More sharing options...
cmbmb Posted September 30, 2020 Author ID:1410845 Share Posted September 30, 2020 oh no, bad timing. i'll upload the FRST log and talk to you tomorrow / later today my time before you go - is it safe to use the laptop in the meantime - is there anything extra i should do / look out for? Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 30, 2020 Root Admin ID:1410847 Share Posted September 30, 2020 There is some script apparently that is kicking this off to regenerate it. Doesn't appear to be ultra dangerous but really need to see the FRST logs to make sure Link to post Share on other sites More sharing options...
cmbmb Posted September 30, 2020 Author ID:1410850 Share Posted September 30, 2020 thanks , FRST logs attached frst.zip Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 1, 2020 Root Admin ID:1411240 Share Posted October 1, 2020 Hi @cmbmb You need to run the scan with an account that has Admin rights please. Ran by chris (ATTENTION: The user is not administrator) on ASUS (ASUSTeK COMPUTER INC. X550CA) (30-09-2020 09:44:26) Please rerun the scan as an Administrator and attach the log files. There is no need to zip them first Thanks Link to post Share on other sites More sharing options...
cmbmb Posted October 1, 2020 Author ID:1411263 Share Posted October 1, 2020 here at last Addition.txt FRST.txt Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 1, 2020 Root Admin ID:1411290 Share Posted October 1, 2020 I would recommend that you go into your Control Panel, Programs, Programs and Features and uninstall the following McAfee Security Scan PlusMcAfee Virtual Technician Let me have you run the following fix to help clean up the computer and perform some general maintenance Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work. Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it. NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone. Run FRST or FRST64 and press the Fix button just once and wait. If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart. The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply. Note: If the tool warned you about an outdated version please download and run the updated version. NOTE-1: This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more. NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords. The following directories are emptied: Windows Temp Users Temp folders Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History Recently opened files cache Flash Player cache Java cache Steam HTML cache Explorer thumbnail and icon cache BITS transfer queue (qmgr*.dat files) Recycle Bin Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix. The system will be rebooted after the fix has run. fixlist.txt Thanks Link to post Share on other sites More sharing options...
cmbmb Posted October 1, 2020 Author ID:1411292 Share Posted October 1, 2020 ok will do can i just check - do i need to run the fix from the admin account? and when you say disable security software does that include malwarebytes? thanks Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 1, 2020 Root Admin ID:1411299 Share Posted October 1, 2020 Yes, ALL scans, fixes, MUST be run with an Admin account. Using a Standard account cannot be used. No, it means Exit out of Malwarebytes too via the Task Tray icon' Thanks Link to post Share on other sites More sharing options...
cmbmb Posted October 2, 2020 Author ID:1411533 Share Posted October 2, 2020 fixlog attached Fixlog.txt Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 2, 2020 Root Admin ID:1411569 Share Posted October 2, 2020 From the logs Windows Resource Protection found corrupt files but was unable to fix some Let me have you run a new script to see if we can fix Save the attached file as before to the same location as FRST and then click the FIX button. Then post back the new FIXLOG.txt file. fixlist.txt Thanks Link to post Share on other sites More sharing options...
cmbmb Posted October 2, 2020 Author ID:1411593 Share Posted October 2, 2020 thanks , latest fixlog attached Fixlog (2).txt Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 2, 2020 Root Admin ID:1411600 Share Posted October 2, 2020 Excellent Windows Resource Protection found corrupt files and successfully repaired Okay, let's recap as this has been an ongoing fix, repair. What issues are you still currently having or are concerned about? Link to post Share on other sites More sharing options...
cmbmb Posted October 2, 2020 Author ID:1411607 Share Posted October 2, 2020 latest scan is coming up with nothing so it looks like i'm OK are there any other checks i should do just to be sure? Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 2, 2020 Root Admin ID:1411609 Share Posted October 2, 2020 Let me have you run a different scanner to double-check. I don't expect it to find anything, but no harm in checking. I would suggest a free scan with the ESET Online Scanner Go to https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe It will start a download of "esetonlinescanner.exe" Save the file to your system, such as the Downloads folder, or else to the Desktop. Go to the saved file, and double click it to get it started. When presented with the initial ESET options, click on "Computer Scan". Next, when prompted by Windows, allow it to start by clicking Yes When prompted for scan type, Click on Full scan Look at & tick ( select ) the radio selection "Enable ESET to detect and quarantine potentially unwanted applications" and click on Start scan button. Have patience. The entire process may take an hour or more. There is an initial update download. There is a progress window display. You should ignore all prompts to get the ESET antivirus software program. ( e.g. their standard program). You do not need to buy or get or install anything else. When the scan is completed, if something was found, it will show a screen with the number of detected items. If so, click the button marked “View detected results”. Click The blue “Save scan log” to save the log. If something was removed and you know it is a false finding, you may click on the blue ”Restore cleaned files” ( in blue, at bottom). Press Continue when all done. You should click to off the offer for “periodic scanning”. Link to post Share on other sites More sharing options...
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