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PatP3005

By PatP3005
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PatP3005

PatP3005

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Since Saturday (today is Monday), I have been unable to log into any Intuit site. If I try to log into QuickBooks from a Chrome browser, I get "This site can't be reached" (ERR_CONNECTION_RESET). If I try to open my tax software, ProSeries (from Intuit), I get an error saying internet is unavailable (the software is a stand alone program, not accessed through a browser, but is internet dependent). If I try to open the TurboTax app (from Intuit) on my phone, it just spins, trying to load.

I'm running Windows 10 ver 22H2 (OS build 19045.2486). I have a home network. My computer has a hard-wired ethernet cable, my phone and tablet are using wifi. I have talked to my ISP and Intuit tech support and they're blaming each other. I got a new modem and router a week ago. I have checked for Windows updates, I have cleared cache and cookies, I have rebooted the computer and I have rebooted the modem and router. After this issue started, I added QuickBooks to my tablet which is using wifi and I am able to log in. I still can't log in on the computer.

A few days ago when I was trying to log into QuickBooks, Chrome blocked it saying there was a hijack attempt being made. That block lasted for about half an hour and then I was able to log in again. There were several days between this happening and the blocking I started seeing on Saturday. They may be completely unrelated but it has made me cautious about what's going on. I'm a tax preparer so I'm aware that my data is a prime target for hackers. I know I can make an entry in MWB that will allow these sites to load but I'm concerned about side-stepping any desirable blocking with these sites.

Right now I am at a loss as to how to get back into these sites. Not sure if MWB is part of the solution but thought it would be a good idea to ask. I appreciate any insights anyone can offer.

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Porthos

Porthos

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3 minutes ago, PatP3005 said:

If I try to log into QuickBooks from a Chrome browser, I get "This site can't be reached" (ERR_CONNECTION_RESET). If I try to open my tax software, ProSeries (from Intuit),

Restart the computer and if needed try another browser.

If that does not work,

Please do the following so that we may take a closer look at your installation for troubleshooting:

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.

 

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

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Porthos

Porthos

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5 minutes ago, PatP3005 said:

I am unable to download the tool.

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

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Porthos

Porthos

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2 hours ago, PatP3005 said:

I know I can make an entry in MWB that will allow these sites to load but I'm concerned about side-stepping any desirable blocking with these sites.

Right now I am at a loss as to how to get back into these sites. Not sure if MWB is part of the solution but thought it would be a good idea to ask.

Do you have any blocking showing from Malwarebytes?

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PatP3005

PatP3005

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Not completely sure what you are asking. I have not gotten any notifications from Malwarebytes that it is or has blocked anything recently, Intuit sites or otherwise. I looked in the Malwarebytes settings, the Allow List, and there is nothing listed there, I have no Allowed sites. Hope that helps.

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AdvancedSetup

AdvancedSetup

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Hello @PatP3005

Please run the following fix.

 

 

NOTE: Please read all of the information below before running this fix.

  • 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.

Once the fix has been completed, please attach the file FIXLOG.TXT to your next reply

Farbar program:   FRST64.exe

Save the attached file:  FIXLIST.TXT to this folder C:\Users\admin\Downloads\

NOTE. It's important that both files, FRST64.exe, 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.

 

 

Run the Farbar program with Admin rights and press the Fix button just once and wait.

The fix may possibly take up to 60 minutes to complete

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 named Fixlog.txt in the same folder you ran the Farbar program from. Please attach that log on your next reply.

 

  1. NOTE:  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.
  2. NOTE: 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 may be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed in most, but not all cases.
  3. NOTE: As part of this fix, it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

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
  • Discord 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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AdvancedSetup

AdvancedSetup

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We're not done. This was just a start to get us running.

The fix also found and fixed some other issues as well

Windows Resource Protection found corrupt files and successfully repaired them.

 

Please run the following scan

 

 

Microsoft Safety Scanner

Please make sure you Exit out of any other program you might have open so that the sole task is to run the following scan.   
That goes especially for web browsers, make sure all are fully exited out of and messenger programs are exited and closed as well
 

STEP 1

Please set File Explorer to SHOW ALL folders, all files, including hidden ones.  Use OPTION ONE or TWO of this article

https://www.tenforums.com/tutorials/7078-turn-off-show-all-folders-windows-10-navigation-pane.html

STEP 2

I suggest a new scan for viruses & other malware. This may take several hours, depending on the number of files on the system and the speed of the computer.

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

 

Look on the Scan Options & select the FULL scan.

Then start the scan. Have lots of patience. It may take several hours.

  • Once you see it has started, take a long long break;  walk away.  Do not pay credence if you see some intermediate early flash messages on the screen display.  The only things that count are the End result at the end of the run.
  • The scan will take several hours.  Leave it alone. It will remove any other remaining threats as it goes along.  Take a very long break, do your normal personal errands .....just do not use the computer during this scan.

This is likely to run for many hours as previously mentioned  ( depending on the number of files on your machine & the speed of the hardware.)

The log is named MSERT.log  and the log will be at C:\Windows\debug\msert.log

Please attach that log with your next reply.

 

It is normal for the Microsoft Safety Scanner to show detections during the scan process.

It is scanning for basically all bread crumbs or traces of files and registry entries that "might" be or have been part of some infection or previous infection.

That DOES NOT mean the computer is infected. Once the scan has been completed it uploads the log to their Cloud service which then uses Artificial Intelligence to determine if in fact any of the traces are an infection or not.

Then it writes into the log on your computer what it found.

 

Thank you

 

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PatP3005

PatP3005

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Ok, the scan has finished running, MSERT.log is attached.

I was unable to duplicate the error I got before (this connection is not private) when trying to access QuickBooks Online. You had asked me to try clicking on Advanced. Now when I try to log into QuickBooks, I get a different error - ERR_CONNECTION_RESET - This site can't be reached. I also still can't get into the ProSeries tax software. No error, it just doesn't load.

msert.log

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AdvancedSetup

AdvancedSetup

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It looks like Windows Defender removed a file it probably should not have removed.

Please do a System Restore to have Windows Defender put back the file.

C:\Users\patpa\Documents\Tax Clients\Tax Clients\H\Herbst, Eric\Tax\2019\file_46547.xlsb->xl/sharedStrings.bin

 

Then either go to Control Panel, Programs, Programs and Features and on QuickBooks see if you can right-click the installation entry and do a REPAIR install.

If not then see if you can manually reinstall QuickBooks from either CD or Download

 

It's possible that somehow this infection has broken the underlying dynamic link to files that allow it to launch and run properly.

 

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PatP3005

PatP3005

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Thank you for the instruction. I'm not sure how to do a restore on a specific file. I know about System Restore back to a certain point. I opened system restore and took a screenshot of my options. Could you tell me my next step?

Also, I got the privacy error again when attempting to log into QuickBooks Online. I clicked Advanced and am attaching that screenshot here as well. Thanks.

QBO advanced.JPG

system restore.JPG

Edited by PatP3005
added jpg files
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AdvancedSetup

AdvancedSetup

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See, if I put this URL address into my browser I get the following 

app.qbo.intuit.com/app/login?webredir=

image.png

 

What happens if you set another browser as your default browser?

Try downloading and installing Firefox. Then set it as your default browser temporarily.

Then see if it also gives an error and let me know @PatP3005

 

https://www.mozilla.org/en-US/firefox/new/

 

Thanks

 

 

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PatP3005

PatP3005

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I changed my default browser to Firefox. I am able to open QuickBooks in either browser, Chrome or Firefox. I am able to open ProSeries and TurboTax. It looks like things are back to working again. Referring back to your message from Feb 15 (ID 1554578), I didn't do anything you suggested. I wasn't sure how to handle restoring the file you mentioned (which relates to a file that is unimportant to me), and QuickBooks isn't a program on my computer that I can install or uninstall. It is software used through a browser website. Just mentioning these in case they are important to address.

I saw in something that I sent to you that MWB found a trojan and something else. Are those gone now? Did they do any damage beyond what I was seeing with not being able to access programs? Is my computer healthy now?

I sincerely appreciate your help with this, thank you.

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AdvancedSetup

AdvancedSetup

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Great to hear @PatP3005

Let me have you run the following and we'll check on other software

 

SecurityCheck by glax24              

I would like you to run a tool named SecurityCheck to inquire about the current security update status of some applications.

  • Download SecurityCheck by glax24: https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe
  • If Microsoft SmartScreen blocks the download, click through to save the file
  • This tool is safe.   Smartscreen is overly sensitive.
  • If SmartScreen blocks the file from running click on More info and Run anyway
  • Right-click  with your mouse on the Securitycheck.exe  and select "Run as administrator"  and reply YES to allow to run & go forward
  • Wait for the scan to finish. It will open a text file named SecurityCheck.txt Close the file.  Attach it with your next reply.
  • You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt

 

image.png

image.png

image.png

 

Thank you

 

 

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AdvancedSetup

AdvancedSetup

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Thank you @PatP3005


Please update the following

Malwarebytes version 4.5.21.231 v.4.5.21.231 Warning! Download Update
7-Zip 20.00 alpha (x64) v.20.00 alpha Warning! This software is no longer supported. Uninstall old version, download and install new one.
Zoom v.5.12.9 (10650) Warning! Download Update
VLC media player v.3.0.11 Warning! Download Update


Please uninstall

---------------------------- [ UnwantedApps ] -----------------------------
CCleaner v.6.08


Then check for Windows Updates and install any found.

Let me know if you're still having any issues or not.

Thank you

 

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PatP3005

PatP3005

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I uninstalled CCleaner and VLC Media Player (I don't use it). I updated Malwarebytes and Zoom. I uninstalled and reinstalled 7-Zip. I checked for Windows updates (there weren't any).

Things are working, I don't have any issues now (well, none on the computer anyway, ha!). I sincerely appreciate how thorough you have been and how clear your instructions have been. I'm happy that the issues I was having are gone. Thank you.

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AdvancedSetup

AdvancedSetup

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  • Root Admin
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Excellent, very glad to hear @PatP3005

 

Let's go ahead and do some clean-up work and remove the tools and logs we've run.

Please download KpRm by kernel-panik and save it to your desktop.

  • right-click kprm_(version).exe and select Run as Administrator.
  • Read and accept the disclaimer.
  • When the tool opens, ensure all boxes under Actions are checked.
  • Under Delete Quarantines select Delete Now, then click Run.
  • Once complete, click OK.
  • A log will open in Notepad titled kprm-(date).txt.
  • Please attach that file to your next reply. (not compulsory)

 

  1. Recommend using a Password Manager for all websites, etc. that require a password. Never use the same password on more than one site.
    https://www.howtogeek.com/240255/password-managers-compared-lastpass-vs-keepass-vs-dashlane-vs-1password/
  2. Make sure you're backing up your files https://forums.malwarebytes.com/topic/136226-backup-software/
  3. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download
  4. Keep your Operating System up to date and current at all times - https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2
  5. Further tips to help protect your computer data and improve your privacy: https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/ 
  6. Please consider installing the following Content Blockers for your Web browsers if you haven't done so already. This will help improve overall security

Malwarebytes Browser Guard

uBlock Origin

 

Further reading if you like to keep up on the malware threat scene: Malwarebytes Blog  https://blog.malwarebytes.com/

Hopefully, we've been able to assist you with correcting your system issues.

Thank you for using Malwarebytes

 

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