help. have malware that keeps coming back after removing with Malware Bytes

[bexxx84]

I keep scanning and removing wih malware bytes but the malware just keeps coming back again and again and agiain. Can someone please help me?

[1PW]

Hello @bexxx84 and :

While you are waiting for the next qualified/approved malware removal expert helper to weigh in on your topic, and even though you may have run the following Malwarebytes utility, or its subsets, please carefully follow these instructions:

1. Download the Malwarebytes Support Tool.
2. In your Downloads folder, open the mb-support-x.x.x.xxx.exe file.
3. In the User Account Control (UAC) pop-up window, click Yes to continue the installation.
4. Run the MBST Support Tool.
5. In the left navigation pane of the Malwarebytes Support Tool, click Advanced.
6. In the Advanced Options, click only Gather Logs. A status diagram displays the tool is Getting logs from your computer.  WARNING: Do Not click the Repair System under Advanced unless requested to by a Malwarebytes support agent or authorized helper.
7. A zip file named mbst-grab-results.zip will be saved to the Public desktop, please attach that file in your next reply to this topic. Please do NOT copy and paste.

For the short time between when you post the diagnostic logs, and when your helper weighs in, please take no further self-directed remedial actions that will invalidate the diagnostic logs you will have posted.

Thank you.

[bexxx84]

Thankyou for replying so quickly.

 

Here is the requested file

mbst-grab-results.zip

[AdvancedSetup]

Hello  and      @bexxx84

 

My screen name is AdvancedSetup and I will assist you with your system issues.
 

Let's keep these principles as we proceed. Make sure to read the entire post below first.

• Please follow all steps in the provided order and post back all requested logs
• Please attach all log files to your post, unless otherwise requested
• Temporarily disable your antivirus or other security software first. Make sure to turn it back on once the scans have been completed.
• Temporarily disable Microsoft SmartScreen to download the software below if needed. Make sure to turn it back on once the scans are completed.
• Searching, detecting, and removing malware isn't instantaneous and there is no guarantee to repair every system.
• Before we start, please make sure that you have an external backup, not connected to this system, of all private data.
• Do not run online games while the case is ongoing. Do not do any free-wheeling or risky web-surfing.
• Only run the tools I guide you to use. Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
• Cracked, Hacked, or Pirated programs are not only illegal but also can make a computer a malware victim.
• Having such programs installed is the easiest way to get infected. It is the leading cause of ransomware encryption. It is at times also a big source of current Trojan infections.
• If there are any on the system you should uninstall them before we proceed.
• Please be patient and stick with me until I give you the "all clear". We don't want to waste your time, please don't waste ours.
• If your system is running Discord, please be sure to Exit it while this case is ongoing.

 

Please do the following steps

 

[ 1 ]

Please go to Control Panel, Programs, Programs and Features, Uninstall a program

Then right-click and uninstall the following

• Bonjour - (not typically needed by Windows computers)
• CCleaner - (computer experts no longer recommend the program)
   

 

[ 2 ]

Your current DNS Servers:  58.96.9.5 - 220.233.0.4

Please consider changing your default DNS server settings. Please choose one provider only

DNS is what lets users connect to websites using domain names instead of IP addresses

Pick just one of these 4 providers. And be aware that you need to modify 1 time for IPv4 & a 2nd pass for IPv6

• Google Public DNS: IPv4   8.8.8.8 and 8.8.4.4   IPv6   2001:4860:4860::8888 and 2001:4860:4860::8844
• Cloudflare: IPv4   1.1.1.1 and 1.0.0.1   IPv6   2606:4700:4700::1111 and 2606:4700:4700::1001
• OpenDNS: IPv4   208.67.222.222 and 208.67.220.220  IPv6  2620:119:35::35 and 2620:119:53::53
• DNSWATCH: IPv4   84.200.69.80 and 84.200.70.40   IPv6  2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b

The Ultimate Guide to Changing Your DNS Server
https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/

Here is a YouTube video on Changing DNS settings if needed

 

[ 3 ]

The Farbar (FRST) program is currently located here on your computer:   C:\Users\RadiumPCs\Downloads\FRSTEnglish.exe 

Please run the following

Start in Safe mode:

• Press the Windows icon on the keyboard together with the letter I, to get into the Settings.
• Choose Update and Security.
• From the menu at the left, choose Recovery.
• Under the title Advanced startup at the right, choose Restart now.
• From the window that will appear choose Troubleshoot and then Advanced options.
• Choose Startup Settings and then Restart.
• Press number 5, for choosing Safe mode with networking.
• You will know that you are in Safe mode, if the background is black and Safe mode is written at the four corners of the screen.

After that:

Please do the following to run a FRST fix.

NOTICE: This script was written specifically for this user. Running it on another machine may cause damage to your operating system

• Select the entire contents of the code box below, from the "Start::" line to "End::", including both lines. Right-click and select "Copy ". No need to paste anything to anywhere.

 

Start::
HKLM\SOFTWARE\Microsoft\Windows Defender: [DisableAntiSpyware] Restriction
HKLM\SOFTWARE\Microsoft\Windows Defender: [DisableAntiVirus] Restriction
HKLM\SOFTWARE\Policies\Microsoft\Windows Defender: Restriction
HKLM\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate: Restriction
C:\Users\RadiumPCs\AppData\Local\Temp\*
GroupPolicy: Restriction
Policies: C:\ProgramData\NTUSER.pol: Restriction
Task: {0497e7f7-eb47-4ec7-bb40-2355d63a3c7b} - no filepath. <==== ATTENTION
Task: {27162489-214c-4465-8331-fd97c1f17edd} - no filepath. <==== ATTENTION
Task: {3eb6ff0a-f924-4588-a689-9d507c40e31d} - no filepath. <==== ATTENTION
Task: {45cfa92b-b4db-431d-828d-b68af8a817b6} - no filepath. <==== ATTENTION
Task: {65819d94-8bc8-446b-a9fe-99629a0f6b0d} - no filepath. <==== ATTENTION
Task: {8ea6af63-f376-43e4-b483-4bbae17f15d7} - no filepath. <==== ATTENTION
End::

 

• Right-click on FRSTEnglish.exe  in your Downloads folder, to run it as administrator. When the tool opens, click "yes" to the disclaimer.
• Press the Fix button once and wait.
• FRST will process fixlist.txt
• When finished, it will produce a log fixlog.txt on your Desktop.
• Post the log in your next reply.

 

 

[bexxx84]

I’m sending this message from my phone because I now have my computer in safe mode. I don’t understand how I’m meant to go into this post on my computer and copy that code if my computer is in safe mode? I can’t open this page up in sage mode. I have followed every single step exactly and am stuck on step 3

[AdvancedSetup]

You're supposed to be in Safe Mode with NETWORKING enabled

You can go back into Normal Mode

Then save this file to the same location as the Farbar program in your Downloads folder.

Then go back into Safe Mode and open Farbar and click the FIX button and it will do the fix for you too

fixlist.txt

 

[bexxx84]

I did select WITH networking that’s why I’m so confused. I’m sorry but how do I go back to normal mode?

[bexxx84]

ok i figured out how to get back into normal mode. im trying to find this Farbar program in my downloads folder but there is nothing called that in there. I'm sorry i am not very computer knowledgable

[bexxx84]

Don't worry i found it.... for some reason i have 2 RadiumPC's users and i was in the wrong one. Here is the file you asked for. Thanks so much for your patience

 

Fixlog.txt

[AdvancedSetup]

Great that looks good. Please start back into Windows Normal Mode

Now please run the following. It's past normal bedtime for me so I'll check back on you tomorrow.

 

Please run the following. - I'll make another post below for other things for you to run once the Safety Scanner has completed.

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

 

Edited September 22, 2023 by AdvancedSetup
Updated information

[AdvancedSetup]

Make sure you're back into Windows Normal Mode and have completed the Scan above. Then run the following

 

 

Let's go ahead and run a couple of scans and get some updated logs from your system.

Please make the following changes.

 

• Temporarily disable your antivirus real-time protection or other security software first if it blocks or interferes with the scans or downloads.. Make sure to turn it back on once the scans are completed.
• Temporarily disable Microsoft SmartScreen to download software below only if needed. Make sure to turn it back on once the scans are completed.
• Disable-Fast-Startup
• Show-Hidden-Folders-Files-Extensions

 

Next, run these steps and post back the logs as an attachment when ready.

[ 1 ]

Malwarebytes for Windows

• If you already have Malwarebytes installed then open Malwarebytes and click on the small gear icon, then click on the "Check for updates" button on the General tab.
• After any updates, click the middle Scan button from the main page. It will automatically 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 us know in your next reply that the scanner would not run.

[ 2 ]

Malwarebytes AdwCleaner

• Please download Malwarebytes AdwCleaner and save the file to your Desktop or Downloads folder.
• Double-click to run the program - Malwarebytes AdwCleaner guide
• Accept the End User License Agreement.
• Wait until the database is updated.
• Click Scan Now.
• DO NOT uninstall or remove the Preinstalled software if found. Uncheck any items listed as Preinstalled
• When finished, if items are found please click Quarantine to finish the cleaning process.
• Your PC should reboot now if any items were found.
• After reboot, a log file will be opened. Attach that log to your next reply.
   
• If No Detections are found, Click Skip Basic Repair
  
  WARNING: Do Not click the Run Basic Repair button unless instructed to by a Malwarebytes support agent or authorized helper

 

RESTART THE COMPUTER Before running Step 3

[ 3 ]

Gather MBST Logs

Please do the following so that we may take a closer look at your system for any possible infections.

NOTE: The tools and the information obtained are 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 the Public desktop, please upload that file on your next reply
  
  WARNING: Do Not click the Repair System under Advanced unless requested to by a Malwarebytes support agent or authorized helper

 

Thank you

 

[bexxx84]

msert.logOk here are all the files u requested. There are 2 adwcleaner ones cause there were 2 in the folder and i didnt know which one you needed

mbst-grab-results.zip malwarebytesscan.txt AdwCleaner[S00].txt AdwCleaner[C00].txt

[AdvancedSetup]

Thank you for the logs.

Please reset MS Edge as shown below

Reset Microsoft Edge To Default Settings
https://malwaretips.com/blogs/reset-microsoft-edge/

 

Then clean up Google Chrome as well

 

Please follow the directions from the following topic for a more extensive article on cleaning Google Chrome

Resetting Google Chrome to clear unexpected issues
 

 

 

 

Next, please run the following

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

 

Thank you

 

 

[bexxx84]

SecurityCheck.txt

Done! sorry I am in Australia and just finished MY sleep. :D

 

[AdvancedSetup]

Please uninstall, update, or otherwise address the following as appropriate for your computer

 

• 7-Zip 22.01 (x64) v.22.01 Warning! Download Update | Uninstall old version and install new one.
• AMD Software v.22.11.2 Warning! Download Update
• Google Chrome v.116.0.5845.188 Warning! Download Update
• iTunes v.12.10.11.2 Warning! Download Update | ^Please use Apple Software Update tool.^
• Microsoft OneDrive v.23.002.0102.0004 Warning! Download Update
• ProtonVPN v.2.3.2 Warning! Download Update
• QuickTime 7 v.7.79.80.95 Warning! This software is no longer supported. Please uninstall it and use another software.
• µTorrent v.3.6.0.46896 Warning! Ad-supported P2P-client.

 

Then restart the computer and check for Windows Updates and install any found

 

 

Let me know how the computer is running and if there are still any signs of infection @bexxx84

Thanks

 

[AdvancedSetup]

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 to help you better protect your computer and privacy Tips to help protect from infection

Thank you