[evilfantasy]

Tech Support Team Malware Removal

Working the below steps will create three logs to be included in your post.

1. SUPERAntiSpyware
2. Malwarebytes' Anti-Malware
3. HijackThis

Save each log after each scan somewhere you can easily find them like the Desktop.
Without the logs we will not know what malware is still there or how to remove it.

Remember

• 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 any 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.
• Copy and Paste all logs unless otherwise requested.

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.

Antivirus

• Make sure your antivirus is fully up to date with the latest virus signatures before continuing.
• Run a full scan and remove anything found.

• If you say yes to any of the following:
  • You do not have an antivirus installed.
  • You have an antivirus program or Security Suite that is expired.
  • You just don't like your current antivirus program and want something better.

• If the answer to any of the above is yes:
  • Download one of the free antivirus programs listed below.
    • Avast! Home Edition
    • AVG Free Edition
    • AntiVir Personal
  • Important: Uninstall any old or outdated antivirus program(s), including Security Suites before upgrading or replacing with a new one.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.

AVG Antivirus users only: If you still use AVG 7.5 you should update to the new AVG 8.0 now before continuing. AVG 7.5 is no longer supported by Grisoft past 02/28/2009 so your PC is at risk! AVG 7.5 Free - Support ends 02/28/2009

Important: You should only have one antivirus and one firewall running at any time. If you have two or more of either running then deactivate or uninstall all but one of each now before continuing.

Step One

Malware in Add or Remove programs

• Click on the Windows Start button and go to the Control Panel
• In the Control Panel, double-click the Add or Remove Programs icon.
  • Vista users see here for Add/Remove Programs location.
• When the Add or Remove Programs window has fully populated.
  • Check for any unknown or suspicious looking programs.
  • Do not uninstall anything you may be unsure of.
  • Post details of unknown or suspicious programs in your post 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

Step Two

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 Three

SUPERAntiSpyware (SAS)

Download SUPERAntiSpyware.exe and save it to your desktop.

Alternate download link 1
Alternate download link 2

• 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
• Scan Alternate Data Streams
  
• 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 Four

Malwarebytes' Anti-Malware (MBAM)

Download Malwarebytes Anti-Malware.exe and save it to your desktop.

Alternate download link

• 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
    
  • Launch Malwarebytes' Anti-Malware
• 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.
• 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.

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.

• Copy and Paste the log in your post.

Step Five

Updating Java

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 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.

Remove any old version(s)

• Download JavaRa and unzip the file to your Desktop.
• Open JavaRA.exe and choose Remove Older Versions
• Once complete exit JavaRA and delete the program.
• 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 Six

HijackThis (HJT)

Use HijackThis only after completing the above scans.

Download and rename TrendMicro HijackThis™.exe (HJT)

Alternate download link 1
Alternate download link 2

• Double-click on HJTInstall.
• Click on the Install button.
• It will automatically place HJT in C:\Program Files\TrendMicro\HijackThis\HijackThis.exe
• Upon install, HijackThis should open for you.

• Close HijackThis and rename it.
• Go to C:\Program Files\Trend Micro\HijackThis.exe
• Right click on HijackThis.exe and select Rename
• Type in sniper.exe and press Enter
• Right-click on sniper.exe and select Send To > Desktop (create shortcut)

• From the desktop open HijackThis.
• Important! If using Windows Vista, Right-click and Run As Administrator
• Click on Do a system scan and save a log file
• Hijackthis will scan and then a log will open in notepad.
• Copy and Paste the entire contents of the log in your post.
  • Do not have HijackThis fix anything yet. Most of what it finds will be harmless or even required.

Note: Although we have renamed HijackThis to sniper, we will still refer to it as HijackThis or HJT.

Step Seven

Posting the logs

• You are now ready to post the logs.
• Just posting the logs in some instances is not enough information for us.
  
• Give details including malware names and locations if available.
• Let us know what you've already done to fix the malware (if anything).
• Copy and Paste the logs directly into the thread unless specifically requested to attach them.
• Keep all questions/replies in the same thread.

• Items needed:
  • SUPERAntiSpyware log
  • Malwarebytes' Anti-Malware log
  • HijackThis log

Post the logs in the Malware Removal Forum

[evilfantasy]

Bump for placement.