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Computer very slow and locks up--Virus?


Kerz

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My Widows 10 Home Version 1909.  Has been running very slow and locking up, getting progressively worse.  At times, only a hard boot will allow a reset.  I had a similar problem a couple of years and a staff member worked me through the issues.  I downloaded some additional software and generated reports.  Could someone assist me again?

Many Thanks

Vic

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Hello @Kerz

 

Please run the following steps and post back the logs as an attachment when ready.
Temporarily disable your antivirus or other security software first. Make sure to turn it back on once the scans are completed.
Temporarily disable Microsoft SmartScreen to download software below if needed. Make sure to turn it back on once the scans are completed.
If you still have trouble downloading the software please click on Reveal Hidden Contents below for examples of how to allow the download.

 

Spoiler
 
 
 
 

 

Spoiler

 

When downloading with some browsers you may see a different style of screens that may block FRST from downloading. The program is safe and used hundreds of times a week by many users.

Example of Microsoft Edge blocking the download

image.png

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STEP 01

  • If you already have Malwarebytes installed then open Malwarebytes and click on the Scan button. It will automatically check for updates and run a Threat Scan.
  • If you don't have Malwarebytes installed yet please download it from here and install it.
  • Once installed then open Malwarebytes and select Scan and let it run.
  • Once the scan is completed make sure you have it quarantine any detections it finds.
  • If no detections were found click on the Save results drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
  • If there were detections then once the quarantine has completed click on the View report button, Then click the Export drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
  • If the computer restarted to quarantine you can access the logs from the Detection History, then the History tab. Highlight the most recent scan and double-click to open it. Then click the Export drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
  • If Malwarebytes won't run then please skip to the next step and let me know in your next reply that the scanner would not run.

STEP 02

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

  • Double-click to run the program
  • Accept the End User License Agreement.
  • Wait until the database is updated.
  • Click Scan Now.
  • When finished, if items are found please click Quarantine.
  • Your PC should reboot now if any items were found.
  • After reboot, a log file will be opened. Attach or Copy its content into your next reply.

RESTART THE COMPUTER Before running Step 3

STEP 03
Please download the 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). If you've, run the tool before you need to place a check mark here each time
  • Please attach the Additions.txt log to your reply as well.
  • On your next reply, you should be attaching frst.txt and additions.txt to your post, every time.

 

Thanks

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I don't see any obvious signs of an infection but I do see some software that manages the hard drive is crashing.

How long have you been using the Norton Antivirus?

If you open Malwarebytes and click on the small gear icon on the top right, then go to the Security tab and under Windows Startup uncheck the Launch on startup option temporarily. Then restart the computer and let me know if that improves performance or not.

image.png

 

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That seems to point to some type of conflict between Malwarebytes and Norton at this point.

What I might suggest is doing a clean removal of both programs. Then run some generic maintenance (I can assist with that) - then reinstall both programs and see if they work well now or if we need to setup some Allow/Exclude entries for them to work well together again.

If interested in trying this please let me know and I'll provide further advice

Thanks

 

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Please do the following.

 

STEP 1
Uninstall Norton via the Control Panel, Programs, Programs and Features

STEP 2
Download and run the Norton Removal tool to remove any left over elements of Norton but DO NOT choose or allow it to reinstall Norton yet. We'll do that again after the clean up.

Download and run the Norton Remove and Reinstall tool

 

STEP 3
Uninstall Malwarebytes using our MBST tool. DO NOT choose or allow it to reinstall Malwarebytes yet. We'll do that again after the clean up.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

 

STEP 4

After both antivirus programs have been removed Windows Defender will automatically take over as your antivirus.
Go ahead and run the FRST program again and make sure you place a check mark in the Addition.txt check box and post back both new logs as an attachment and I'll provide a clean up script to run after I review those logs.

Thank you @Kerz

 

 

 

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Thank you for the logs. Please review and run the following. I'll be back a bit later tonight to review.

 

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

 

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Did you leave Norton Removal tool running or reinstall Norton?  The FRST program shows there are still Norton files on the system that cannot be removed.

Please run FRST again and make sure you place a check mark in the Additon.txt check box and post back both new logs @Kerz

Thanks

 

 

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Please save the new FIXLIST.txt file to the same location as FRST as you did before. Then click the FIX button. Let it run and restart the computer.

When done please post back the new FIXLOG.txt file.

 

Please run the following scan afterward

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted software from a system.

The download links & the how-to-run-the tool are at this link at Microsoft

https://docs.microsoft.com/en-us/windows/security/threat-protection/intelligence/safety-scanner-download

Please let me know the results of this scan.

The log is named MSERT.log 

the log will be at  %SYSTEMROOT%\debug\msert.log   which in most cases is

C:\Windows\debug\msert.log

Please attach that log with your next reply.

 

Thanks

 

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Good, good.

Okay, please restart the computer one more time. Then run FRST again and make sure you place a check mark on the Addition.txt check box and post back both new logs.

Pay attention to any shut down or startup issues and let me know if you encounter anything odd.

 

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Can you remove some items manually or did you want me to write a script to remove?

 

View hidden files and folders in Windows 10
https://support.microsoft.com/en-us/windows/view-hidden-files-and-folders-in-windows-10-97fbc472-c603-9d90-91d0-1166d1d9f4b5

Here is another article with images and other methods if wanted

How To Show Hidden Files In Windows 10
https://helpdeskgeek.com/windows-10/how-to-show-hidden-files-in-windows-10/

 

Can you remove this item

Task: {92C08E5A-F8F1-457D-ACCD-CA9A47C20D8C} - System32\Tasks\McAfee Remediation (Prepare) => C:\Program Files\Common Files\AV\McAfee VirusScan\upgrade.exe

Then check in this folder and see what it contains. My guess is that the entire AV folder is not needed

C:\Program Files\Common Files\AV

 

Now, we can also look at stopping services or programs from loading if you no longer use them. Let me know if you'd like help with that or if you want to leave as is and look at reinstalling Malwarebytes now

Thank you Vic @Kerz

 

 

 

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