65 replies to this topic

[kalexa]

It is taking more than 5 minutes to load each page on the internet. It seems to always say "waiting for ad.doubleclick.net". I have tried to remove this, and ended up using Google Chrome instead of IE. Now Chrome is doing this as well. I don't know if this is malware or what it is. I'm not sure if that's the only thing going on. I'm running Windows 7 64 bit. Any suggestions? Also, on certain sites (Amazon, etc.) once a page loads, if I hit the back button on the browser it seems to go nowhere. When I look at the history, there are 25 or more instances of the doubleclick and I have to go through many pages to find the last page I was on just seconds before. Is this part of the same problem?

Edited by kalexa, 21 February 2013 - 06:50 PM.

[jeffce]

Hi and Welcome!! My name is Jeff. I would be more than happy to take a look at your malware results logs and help you with solving any malware problems you might have. Logs can take a while to research, so please be patient and know that I am working hard to get you a clean and functional system back in your hands. I'd be grateful if you would note the following:

• I will be working on your Malware issues, this may or may not, solve other issues you have with your machine.
  
• The fixes are specific to your problem and should only be used for the issues on this machine.
  
• Please continue to review my answers until I tell you your machine appears to be clear. Absence of symptoms does not mean that everything is clear.
  
• It's often worth reading through these instructions and printing them for ease of reference.
  
• If you don't know or understand something, please don't hesitate to say or ask!! It's better to be sure and safe than sorry.
  
• Please reply to this thread. Do not start a new topic.

IMPORTANT NOTE : Please do not delete anything unless instructed to.
DO NOT use any TOOLS such as Combofix or HijackThis fixes without supervision.
Doing so could make your system inoperable and could require a full reinstall of your OS losing all your programs and data.

Vista and Windows 7 users:
These tools MUST be run from the executable (.exe) every time you run them
with Admin Rights (Right click, choose "Run as Administrator")

Stay with this topic until I give you the all clean post.
---------

[jeffce]

Please download DDS from either of these links

LINK 1
LINK 2

and save it to your desktop.

• Disable any script blocking protection
• Right-click and Run as Administrator dds to run the tool.
• When done, two DDS.txt's will open.
• Save both reports to your desktop.

---------------------------------------------------
Please include the contents of the following in your next reply:

DDS.txt

Attach.txt
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Please download aswMBR to your desktop.

• Double click the aswMBR icon to run it.
• Click the Scan button to start scan.
• If you are asked to update the Avast Virus database please allow it to do so.
• When it finishes, press the save log button, save the logfile to your desktop and attach its contents in your next reply.

Click the image to enlarge it

AdwCleaner

• Close all open programs and internet browsers.
• Double click on adwcleaner.exe to run the tool.
• Click on Delete.
• Confirm each time with Ok.
• You will be prompted to restart your computer. A text file will open after the restart.
• Please post the contents of that logfile with your next reply.
• You can find the logfile at C:\AdwCleaner[S1].txt as well.

[kalexa]

Thanks, Jeff, for your fast reply. Here are the documents you requested. I'm not sure how to attach them. They are listed in manage current attachments. Does that mean you can access them, or do I need to do something else in order for you to see them?

Attached Files

•  AdwCleaner_S1_.txt   1005bytes   400 downloads
•  aswMBR.txt   3.81KB   265 downloads
•  attach.txt   11.94KB   272 downloads
•  dds.txt   31.8KB   260 downloads

[jeffce]

Hi,

You did everything just fine. Good job...

ComboFix

Download Combofix from the link below, and save it to your desktop.
Link

**Note: It is important that it is saved directly to your desktop**
If you get a message saying "Illegal operation attempted on a registry key that has been marked for deletion", please restart your computer.

--------------------------------------------------------------------

IMPORTANT - Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. If you have difficulty properly disabling your protective programs, refer to this link here

--------------------------------------------------------------------

Right-Click and Run as Administrator on ComboFix.exe & follow the prompts.

• When finished, it will produce a report for you.
• Please post the C:\ComboFix.txt for further review.

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[kalexa]

Done

Attached Files

•  ComboFix.txt   22.68KB   257 downloads

[jeffce]

Hi,

I notice that you have both Avast and Norton running at the same time. Having more than one antivirus program running at the same time can seriously degrade the performance of your system. Please uninstall either Avast or Norton (which ever you prefer) using either the provided uninstall feature that is part of the antivirus program or through Add/Remove Programs (for Vista and Win 7 users to go to Programs and Features in the Control Panel). As a rule of thumb one should run one firewall, one antivirus program in memory, and one antispyware utility in memory. It's fine to have other security tools available on an as-needed or on-demand basis, but when multiple tools simultaneously perform the same function, you're asking for trouble.

Please download Malwarebytes Anti-Malware to your desktop.

• Right-click and Run as Administrator mbam-setup.exe and follow the prompts to install the program.
• At the end, be sure a checkmark is placed next to Update Malwarebytes Anti-Malware and Launch Malwarebytes Anti-Malware, then click Finish.
• 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 as shown below.
  
  
  
• 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. Please save it to a convenient location and post the results.

The log can also be found here:

Windows 2000 & Windows XP:
C:\Documents and Settings\<USERNAME>\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs

Windows Vista & Win7:
C:\Users\<USERNAME>\AppData\Roaming\Malwarebytes\Malwarebytes' Anti-Malware\Logs
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ESET Online Scanner

Go here to run an online scannner from ESET. Windows Vista/Windows 7 users will need to right click on their Internet Explorer shortcut, and select Run as Administrator

• Note: For browsers other than Internet Explorer, you will be prompted to download and install esetsmartinstaller_enu.exe. Click on the link and save the file to a convenient location. Double click on it to install and a new window will open. Follow the prompts.
• Turn off the real time scanner of any existing antivirus program while performing the online scan
• Tick the box next to YES, I accept the Terms of Use.
• Click Start
• When asked, allow the activex control to install
• Click Start
• Make sure that the option Remove found threats is unticked and the Scan Archives option is ticked.
• Click on Advanced Settings, ensure the options Scan for potentially unwanted applications, Scan for potentially unsafe applications, and Enable Anti-Stealth Technology are ticked.
• Click Scan
• Wait for the scan to finish
• When the scan is done, if it shows a screen that says "Threats found!", then click "List of found threats", and then click "Export to text file..."
• Save that text file on your desktop. Copy and paste the contents of that log as a reply to this topic.
• Close the ESET online scan, and let me know how things are now.

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[kalexa]

Before I do this, 2 things: The computer came with a free trial of Norton which I never launched and which reminds me dozens of times a day that I'm not protected, so I don't know how to remove that. I thought I was only using the Avast. Under Norton Internet Security in the Add/Remove Programs, the size is listed as 0, so I again assumed the program isn't on my computer, just the annoying reminder. Also, I already have Malware Bytes on my computer. Can I just run that program, or should I redownload it first? Kristen

Edited by kalexa, 22 February 2013 - 09:54 PM.

[jeffce]

Hi,

I already have Malware Bytes on my computer. Can I just run that program, or should I redownload it first?

Yes you can use the version you have. Just be sure to update it first and then run a Quick Scan.
--------

Download and run the tool found here to remove Norton completely.

[kalexa]

Can I go to bed while the eset program is running? It's taking forever. I'm worried because my antivirus was turned off. Will it save the results on my desktop until morning?

[jeffce]

Yes you should be good to go to bed.

[kalexa]

It seems to be working fine in the few minutes I've tested it this morning. Any ideas what I might have done to get that ad.doubleclick.net in the first place? I want to make sure I don't do it again, if possible. Thanks for your help. Kristen

Attached Files

•  log.txt   2.53KB   263 downloads
•  mbam_log_2013_02_22__22_56_10_.txt   1.83KB   258 downloads

[jeffce]

Hi,

Glad to hear that your computer is working better. It is really hard to say where exactly it came from but it was probably part of something else that you might have downloaded at some point.
--------

ComboFix

• Please open Notepad (Start -> Run -> type notepad in the Open field -> OK) and copy and paste the text present inside the box below:
  

  
  ClearJavaCache::
  
  File::
  C:\OEM\Preload\Autorun\APP\Nero 10 Essentials eMachines Edition\ISSetupPrerequisites\{BF80A1C0-C3FF-4B1C-ABEF-22CD4F97A0AB}\Toolbar.exe
  

• Save this as CFScript.txt and change the "Save as type" to "All Files" and place it on your desktop.
  
  
  
• Very Important! Temporarily disable your anti-virus, script blocking and any anti-malware real-time protection before following the steps below. They can interfere with ComboFix or remove some of its embedded files which may cause "unpredictable results".
• Referring to the screenshot above, drag CFScript.txt into ComboFix.exe.
• ComboFix may request an update; please allow it.
• ComboFix will now run a scan on your system. It may reboot your system when it finishes. This is normal.
• When finished, it shall produce a log for you. Post the contents of the log in your next reply.

CAUTION: Do not mouse-click ComboFix's window while it is running. That may cause it to stall.

Post the new ComboFix log that is created and let me know what remaining malware problems you are having.

[kalexa]

So far, everything seems fine.

Attached Files

•  combofix.txt   20.92KB   268 downloads

[jeffce]

Providing there are no other malware related problems...

IT APPEARS THAT YOUR LOGS ARE NOW CLEAN SO LET'S DO SOME CLEANUP.

This infection appears to have been cleaned, but I can not give you any absolute guarantees. As a precaution, I would go ahead and change all of your passwords as this is especially important after an infection.
------------

The following will implement some cleanup procedures as well as reset System Restore points:

Press the Windows key + R and this will open the Run box. Copy/paste the following text into the Run box as shown and click OK.
Combofix /Uninstall
(Note: There is a space between the ..X and the /U that needs to be there.)


----------

Any of the logs that you created for use in the forums or remaining tools that have not yet been removed can be deleted so they aren't cluttering up your desktop.
If you didn't already have it I would keep Malwarebytes AntiMalware though.

Here are some tips to reduce the potential for spyware infection in the future:

1. Internet Explorer. Even if you don't use it as your main browser it should be kept up-to-date because that is the browser Windows uses for updates.
Make your Internet Explorer more secure - This can be done by following these simple instructions:

• From within Internet Explorer click on the Tools menu and then click on Options.
• Click once on the Security tab
• Click once on the Internet icon so it becomes highlighted.
• Click once on the Custom Level button.
• Change the Download signed ActiveX controls to Prompt
• Change the Download unsigned ActiveX controls to Disable
• Change the Initialize and script ActiveX controls not marked as safe to Disable
• Change the Installation of desktop items to Prompt
• Change the Launching programs and files in an IFRAME to Prompt
• Change the Navigate sub-frames across different domains to Prompt
• When all these settings have been made, click on the OK button.
• If it prompts you as to whether or not you want to save the settings, press the Yes button.
• Next press the Apply button and then the OK to exit the Internet Properties page.

2. FireFox. If you use Firefox, I recommend installing the following add-ons to help make your Firefox browser more secure:
NoScript
AdBlock Plus

3. Enable Protected Mode in Internet Explorer. This helps Windows Vista users stay more protected from attack by running Internet Explorer with restricted privileges as well as reducing the ability to write, alter or destroy data on your system or install malicious code. To make sure this is running follow these steps:

• Open Internet Explorer
• Click on Tools > Internet Options
• Press Security tab
• Select Internet zone then place check next to Enable Protected Mode if not already done
• Do the same for Local Intranet, Trusted Sites and Restricted Sites and then press Apply
• Restart Internet Explorer and in the bottom right corner of your screen you will see Protected Mode: On showing you it is enabled.

4. Use and update an anti-virus software - I can not overemphasize the need for you to use and update your anti-virus application on a regular basis. With the ever increasing number of new variants of malware arriving on the scene daily, you become very susceptible to an attack without updated protection.

5. Firewall
Using a third-party firewall will allow you to give/deny access for applications that want to go online. Without a firewall your computer is susceptible to being hacked and taken over. Simply using a firewall in its default configuration can lower your risk greatly. I would personally only recommend using one of the following two below:
Online Armor Free
Agnitum Outpost Firewall Free

6. Make sure you keep your Windows OS current. Windows XP users can visit Windows update regularly to download and install any critical updates and service packs. Windows Vista/7 users can open the Start menu > All Programs > Windows Update > Check for Updates (in left hand task pane) to update these systems. Without these you are leaving the back door open.

7. WOT (Web of Trust) As "Googling" is such an integral part of internet life, this free browser add on warns you about risky websites that try to scam visitors, deliver malware or send spam. It is especially helpful when browsing or searching in unfamiliar territory. WOT's color-coded icons show you ratings for 21 million websites, helping you avoid the dangerous sites. WOT has an add-on available for Firefox, Internet Explorer as well as Google Chrome.

8.Finally, I strongly recommend that you read How to Prevent Malware found here and also PC Safety and Security - What Do I Need?.

Please reply to this thread once more if you are satisfied so that we can mark the problem as resolved.