Read this before requesting malware removal help

[Malware Removal Specialist]

Computer Hope Virus and Spyware section Guidelines

Contents:
Post 1 - Guidlines by patio
Post 2 - Malware Removal Guide
Post 3 - How to add attachments to a post
Post 4 - Self help - Use the Computer Hope HijackThis process tool


First of all, welcome to Computer Hope.

Unfortunately, you have landed here because of an infection of some sort.  We wish the circumstances would have been better, but it is what it is.

There are some things we require of you first so that the cleanup process is hopefully both fast and efficient.

At a minimum you must have a current Anti-Virus program installed and if running XP, you need to have at least "Service Pack 1a" installed as well.  Because of the nature of more sophisticated malware, this is not negotiable.  "Without Service Pack 1a" or higher, it would pointless to even try helping you.  How To Find What Service Pack Your Windows XP PC Has Installed

If you do not have "Service Pack 1a" installed on your computer, please get it from the following link...
http://www.microsoft.com/downloads/details.aspx?FamilyID=0136e5f8-1684-4202-b2d0-c6a43430f12a&displaylang=en

NOTE:  Service Pack 3 for XP is an important update that you should have.  However, if you don't already have Service Pack 3 installed on your computer, please don't do so until you have been instructed by one of our designated Malware Removal Specialists.  Installing this update on an infected computer could end up causing more harm than good.

Also required is to follow ALL steps as outlined to you in the order they are requested.  This may not make immediate sense to you, but it is done for a reason...a quick efficient resolution to your problems.

Under no circumstances should you attempt to fix things by following another log and doing it yourself.  This can only lead to more problems and possibly an un-bootable system.  Every machine and every infection is unique and this method will only cause more problems.

If this is a machine at your place of Business, we need to be informed beforehand.  This is also not negotiable and we will not be responsible should you fail to do so.

We also request patience.  The Experts here are Volunteers and are not here 24/7.  This is not a live session either.  If it takes a few hours or overnight for them to get back to you, trust me it is worth the wait.  See here why not to not bump your thread.  And once you have been given the all-clear, be sure to stick around until your Helper clearly concludes the issue, as they may have some additional steps and advice for you to follow.  Just because you have been cleaned of an infection, that doesn't always mean the work is over.

If you receive advice from someone other than the approved Malware Removal Specialists, you do so at your own risk. We are not responsible if you take potentially inaccurate/harmful advice from someone who is not a designated helper. Anyone interested in joining the crew must have a good amount of experience and submit references to CBMatt (Chris) or Evil Fantasy in a PM. References will be checked. Others posting advice without approval are subject to have their posts removed immediately as the wrong advice is too risky. We welcome new helpers so if you are interested see this post: Would you like to learn to fight malware?

That being said, Travel Here for evilfantasy's Guide to Getting Started.

And last but not least, please remember after you have left the World of Despair you were in a, simple Thank You to the Experts is always a nice touch.  If we've helped, feel free to recommend us.




This disclaimer courtesy of the one and only patio.
-CBMatt

[Malware Removal Specialist]

Malware Removal Steps

Below are steps to begin the malware removal process. The steps will produce three logs which are requested to be added in your post.

* Important: Work the steps in order.
* If you don't understand a step stop and ask!
* Keep all questions/replies in the same thread.
* Continue to respond until given the all clear.
* Be patient: Malware removal can be just as time consuming and stressful for us as it is for you.
* Remember: Just because the symptoms may be gone does not promise that all of the malware is. It is strongly suggested to continue in posting all requested logs until given the all clear. You will then receive final cleanup steps specific to your PC, links to programs and advice to help you prevent infections in the future.

If for some reason you cannot perform one of the steps, move on to the next step and make note of what happened when posting your logs.

Spybot TeaTimer Users Only

While TeaTimer is an excellent tool for the prevention of spyware, it can also interfere with HijackThis and other tools we use to remove malware.

Please disable TeaTimer now and leave it OFF until we are done cleaning the computer.

1. Right click Spybot in the System Tray (looks like a calendar with a padlock symbol) then choose Exit Spybot S&D Resident
2. Run Spybot S&D
3. Go to the Mode menu, and make sure Advanced Mode is selected.
4. On the left hand side, choose Tools > Resident uncheck Resident TeaTimer and OK any prompt and Restart your computer.

Note: If TeaTimer gives you a warning afterwards that some changes were made, allow this instead of blocking it.

If TeaTimer will not turn off go to Start > Control Panel > Add or Remove Programs and uninstall Spybot - Search & Destroy

Spybot can be re-installed once we are done cleaning the computer.

Step A: Antivirus

Step A is for people who say yes to either of the following:

1) You do not have an antivirus installed.
2) You have an antivirus program or Security Suite that is expired.

If the answer to either of the above is yes:
Download one of the free antivirus programs listed below.

• Avast! Home Edition
  
• AVG Free Edition
  
• AntiVir Personal
  
• Microsoft Security Essentials
  

.

Important: Uninstall any old/outdated antivirus program(s), including Security Suites before upgrading or replacing with a new one.
Install the new antivirus and make sure it is updated.
Do a full system scan and remove or quarantine everything found.
Continue on to Step One.

Step B: Firewall

It is critical that XP users use third party firewall software to protect your computer and your personal information from hackers. Microsoft even acknowledges that the built in XP firewall is insufficient in this article. Why would I consider a third party firewall?

Step B is for people who say yes to any of the following:

1) You have Windows XP (any version) and only use the built in Windows firewall.
2) You have a firewall that you don't like or is expired (no longer updates).
3) You use Windows XP (any version) and don't know what a firewall is.

If the answer to any of the above is yes, download and install one of the free firewalls listed below.

Only install one firewall at a time or you can damage your computer.

• Online Armor
  
• Agnitum Outpost
  
• PC Tools Firewall Plus
  
• Comodo Personal Firewall (Uncheck during installation "Install Comodo HopSurf..", Ask.com search provider" and "Make Comodo HopSurf.com Search my homepage"

.

You should only have one antivirus and one firewall active at any time. If you have two of either installed then only ONE should be running. Either uninstall one now before continuing or adjust the settings to where the real-time protection is not running. Having two running at the same time will just cause problems.


Step 1: Add or Remove Programs

1. Click on the Windows Start button and click on the Control Panel
2. In the Control Panel window, double-click Add or Remove Programs icon.
3. When the Add or Remove Programs window has fully populated, check for any unknown or suspicious looking programs.
4. Do not uninstall anything you may be unsure of.
5. Post the details of unknown or suspicious programs when creating a thread and we will advise on which to uninstall.

For a list of Malware applications that can be found in Add or Remove Programs follow this link. Uninstall Malware via Add or Remove Programs

Programs to look for are adware/spyware toolbars (not Google, AOL, MSN or Yahoo) or security programs you did not install.


Step 2: House Cleaning

Download CCleaner Slim and save it to your Desktop - Alternate download link

When the file has been saved, go to your Desktop and double-click on ccsetupxxx_slim.exe
Follow the prompts to install the program.

* Double-click the CCleaner shortcut on the desktop to start the program.
* Click on the Options block on the left, then choose Cookies.
* Under Cookies to Delete, highlight any cookies you would like to retain permanently
* Click the right arrow > to move them to the Cookies to Keep window.
* Go into Options > Advanced uncheck Only delete files in Windows Temp folders older than 48 hours
* Click Cleaner on the left then Run Cleaner on the right to run the program.
* Important: Make sure that ALL browser windows are closed before selecting Run Cleaner

Caution: Only use the Registry feature if you are very familiar with the registry.
Always back up your registry before making any changes. Exit CCleaner after it has completed it's process.
.

Step 3: SUPERAntiSpyware

If you already have SUPERAntiSpyware be sure to check for updates before scanning!

Download SUPERAntispyware Free Edition (SAS)
* Double-click the icon on your desktop to run the installer.
* When asked to Update the program definitions, click Yes
* If you encounter any problems while downloading the updates, manually download and unzip them from here
* Next click the Preferences button.

• Under Start-Up Options uncheck Start SUPERAntiSpyware when Windows starts

* Click the Scanning Control tab.
* Under Scanner Options make sure only the following are checked:

• Close browsers before scanning
• Scan for tracking cookies
• Terminate memory threats before quarantining
• Please leave the others unchecked
  
• Click the Close button to leave the control center screen.
  

* On the main screen click Scan your computer
* On the left check the box for the drive you are scanning.
* On the right choose Perform Complete Scan
* Click Next to start the scan. Please be patient while it scans your computer.
* After the scan is complete a summary box will appear. Click OK
* Make sure everything in the white box has a check next to it, then click Next
* It will quarantine what it found and if it asks if you want to reboot, click Yes

• To retrieve the removal information please do the following:
• After reboot, double-click the SUPERAntiSpyware icon on your desktop.
• Click Preferences. Click the Statistics/Logs tab.
  
• Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.
  
• It will open in your default text editor (preferably Notepad).
• Save the notepad file to your desktop by clicking (in notepad) File > Save As...
  

* Save the log somewhere you can easily find it. (normally the desktop)
* Click close and close again to exit the program.
*Copy and Paste the log in your post


Step 4: Malwarebytes' Anti-Malware (MBAM)

If you already have Malwarebytes be sure to check for updates before scanning!

Download Malwarebytes Anti-Malware and save it to your desktop. Alternate download link (.exe)

• Double-click mbam-setup.exe and follow the prompts to install the program.
  
• Be sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.
  
• If you encounter any problems while downloading the updates, manually download them from here and just double-click on mbam-rules.exe to install.
  
• If an update is found, it will download and install the latest version.
• Once the program has loaded, select Perform Quick Scan, then click Scan.
  
• When the scan is complete, click OK, then Show Results to view the results.
  
• Be sure that everything is checked, and click Remove Selected.
  
• When completed, a log will open in Notepad. Save it to a convenient location like the Desktop.
  
• The log is also automatically saved and can be viewed later by clicking the Logs tab in MBAM.
  
• Copy and Paste the contents of the report in your reply.
  
• Exit MBAM.

.
Note: If MBAM encounters a file that is difficult to remove, you will be presented with 1 of 2 prompts. Click OK to either and let MBAM proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot will prevent MBAM from removing all the malware.


Step 5: Update Your Java (JRE)

Old versions of Java have vulnerabilities that malware can use to infect your system.

First Verify your Java Version

If there are any other version(s) installed then update now.

Get the new version (if needed)

If your version is out of date install the newest version of the Sun Java Runtime Environment

Note: UNCHECK any pre-checked toolbar and/or software offered with the Java update. The pre-checked toolbars/software are not part of the Java update.

Be sure to close ALL open web browsers before starting the installation.

Remove any old version

1. Download JavaRa and unzip the file to your Desktop.
2. Open JavaRA.exe and choose Remove Older Versions
3. Once complete exit JavaRA.
4. Run CCleaner.

Additional Note: The Java Quick Starter (JQS.exe) adds a service to improve the initial startup time of Java applets and applications. To disable the JQS service if you don't want to use it, go to Start > Control Panel > Java > Advanced > Miscellaneous and uncheck the box for Java Quick Starter. Click OK and reboot your computer.


Step 6: DDS

Download DDS from HERE or HERE and save it to your desktop.

Vista and Windows 7 users right click on dds and select Run as administrator (you will receive a UAC prompt, please allow it)

* XP users Double click on dds to run it.
* If your antivirus or firewall try to block DDS then please allow it to run.
* When finished DDS will open two (2) logs.
* Save both reports to your desktop.
* The instructions here ask you to attach the Attach.txt.



1) DDS.txt
2) Attach.txt

Instead of attaching, please copy/past both logs into your Thread

Note: DDS will instruct you to post the Attach.txt log as an attachment.
Please just post it as you would any other log by copying and pasting it into the reply.

* Close the program window, and delete the program from your desktop.

Please note: You may have to disable any script protection running if the scan fails to run.
After downloading the tool, disconnect from the internet and disable all antivirus protection.
Run the scan, enable your A/V and reconnect to the internet.
Information on A/V control HERE .Then post your DDS logs. (DDS.txt and Attach.txt )



Posting The Logs

Please give details. Just posting the logs in many instances is not enough information for us.

Post the logs in the Virus and spyware removal forum.

Logs needed:

- SuperAntispyware
- Malwarebytes' Anti-Malware
- DDS logs (DDS.txt & Attach.txt)

Please copy and paste the logs directly into the reply unless specifically requested by your helper


Illegal software

Computer Hope does not support illegal activity. We do not support the use of any pirated or otherwise illegal software including Windows itself. If you install the cracked software, you are running executable files from unknown sources. You are in effect giving unknown sources access to information on your hard disk and potentially giving complete control over the operation of your computer.

* We will NOT help anyone pirate anything or help to make the system work with pirated software. But if you mess up your computer in the process, we will help you fix it.
* Uninstall any cracked applications before posting for help.
* You may be asked to uninstall any P2P or File Sharing programs during the removal process if they are believed to be the source of the problem.
* We will discontinue help if you refuse to remove any cracked (illegal) program.

[Malware Removal Specialist]

How to attach logs in a post

Note: Please copy and paste all logs directly into the reply unless specifically requested by your helper

Save the log to somewhere you can easily find it. (usually the desktop)

To do this, from within the notepad go to the top of the page and select File > Save As... enter the file name and click Save Be sure the desktop is the location selected to save to.
Please save all files as Text Documents (.txt)

Posting the log

1. Below the text box click Additional Options...
1.1  If replying in a thread, before putting text into the reply box select Preview



2. Click Browse
3. Locate the file you want to attach and double click it to enter it into the window.
4. If you have more than one log click (more attachments) and a new window will open for adding another log.

If the log is too big to attach.

Upload the file to File Dropper

Click Upload
Locate the file and double click it.
Copy the link below Link To Share: and post it in your reply.

[Malware Removal Specialist]

Self help - Use the Computer Hope HijackThis process tool

The Computer Hope process and log analyzing tool enables any user to quickly and easily search for descriptions and additional information about each of the processes and files running in the background of Microsoft Windows as well as remove some variations of spyware and virus.

All you need to do is install and run HijackThis. How do I use Trend Micro HijackThis?

Next visit the Computer Hope process tool and have it analyze your log.

A full guide on how to use the process tool can be found here. How do I use the Computer Hope process tool?

For general computer issues or questions that can not be resolved with the above tools please feel free to start a new topic in the appropriate Computer Hope Forum. If it is a spyware or virus issue then please follow the steps in our malware removal guide and post the 3 logs in the Virus and spyware removal forum.

If you have any questions please feel free to ask in the Computer Hope Forums.