Expert: Brian Benosky - 2/2/2009

Question
Recently, my computer has been running very slowly. Task manager shows CPU usage at 100%. A process named slserv.exe seems to be taking up a large amount (around 60-80%, sometimes more.) I have scanned my computer with Norton Internet Security and it didn't pick up anything so I am confused as to why the computer is running so slowly. Maybe you could shed some light on the issue?
Your help is much appreciated.

I included the HijackThis file below.


Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 22:25:51, on 02/02/2009
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v7.00 (7.00.6000.16762)
Boot mode: Normal

Running processes:
C:\WINDOWS\system32\csrss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\System32\Ati2evxx.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\spoolsv.exe
C:\PROGRA~1\COMMON~1\AOL\ACS\AOLacsd.exe
C:\WINDOWS\system32\Ati2evxx.exe
C:\WINDOWS\Explorer.EXE
C:\Program Files\Symantec\LiveUpdate\ALUSchedulerSvc.exe
C:\Program Files\Java\jre6\bin\jqs.exe
C:\Program Files\Common Files\Symantec Shared\PIF\{B8E1DD85-8582-4c61-B58F-2F227FCA9A08}\PIFSvc.exe
C:\Program Files\Norton Internet Security\Engine\16.2.0.7\ccSvcHst.exe
C:\WINDOWS\system32\PSIService.exe
C:\WINDOWS\system32\slserv.exe
C:\WINDOWS\System32\svchost.exe
C:\Program Files\Common Files\Symantec Shared\CCPD-LC\symlcsvc.exe
C:\WINDOWS\system32\Tablet.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\zHotkey.exe
C:\Program Files\eMachines Bay  Reader\shwiconem.exe
C:\Program Files\Real\RealPlayer\RealPlay.exe
C:\Program Files\Java\jre6\bin\jusched.exe
C:\Program Files\Thomson\SpeedTouch USB\Dragdiag.exe
C:\Program Files\iTunes\iTunesHelper.exe
C:\Program Files\QuickTime\qttask.exe
C:\Program Files\Common Files\Symantec Shared\PIF\{B8E1DD85-8582-4c61-B58F-2F227FCA9A08}\PIFSvc.exe
C:\Program Files\Norton Internet Security\Engine\16.2.0.7\ccSvcHst.exe
C:\Program Files\iPod\bin\iPodService.exe
C:\WINDOWS\system32\ctfmon.exe
C:\Program Files\Google\GoogleToolbarNotifier\GoogleToolbarNotifier.exe
C:\Program Files\BigFix\BigFix.exe
C:\Program Files\Nikon\PictureProject\NkbMonitor.exe
C:\WINDOWS\system32\WTablet\TabUserW.exe
C:\WINDOWS\System32\alg.exe
C:\Program Files\MSN Messenger\usnsvc.exe
C:\WINDOWS\Microsoft.NET\Framework\v3.0\Windows Communication Foundation\infocard.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe
C:\WINDOWS\System32\wbem\wmiprvse.exe

R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.orange.co.uk/
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/?LinkId=69157
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/?LinkId=69157
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Window Title = Microsoft Internet Explorer Provided By Wanadoo
R3 - URLSearchHook: Final Fantasy Forever Toolbar - {b14129c7-d8d0-4292-8e44-2b5a51768a24} - C:\Program Files\Final_Fantasy_Forever\tbFin0.dll
F2 - REG:system.ini: UserInit=C:\WINDOWS\system32\userinit.exe,C:\WINDOWS\system32\twext.exe,
O2 - BHO: Adobe PDF Reader Link Helper - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: Orange - {4E7BD74F-2B8D-469E-A3FB-F862B587B57D} - C:\PROGRA~1\orange1\orange1.dll
O2 - BHO: (no name) - {549B5CA7-4A86-11D7-A4DF-000874180BB3} - (no file)
O2 - BHO: Symantec NCO BHO - {602ADB0E-4AFF-4217-8AA1-95DAC4DFA408} - C:\Program Files\Norton Internet Security\Engine\16.2.0.7\coIEPlg.dll
O2 - BHO: Symantec Intrusion Prevention - {6D53EC84-6AAE-4787-AEEE-F4628F01010C} - C:\Program Files\Norton Internet Security\Engine\16.2.0.7\IPSBHO.DLL
O2 - BHO: Java(tm) Plug-In SSV Helper - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre6\bin\ssv.dll
O2 - BHO: (no name) - {7E853D72-626A-48EC-A868-BA8D5E23E045} - (no file)
O2 - BHO: Windows Live Sign-in Helper - {9030D464-4C02-4ABF-8ECC-5164760863C6} - C:\Program Files\Common Files\Microsoft Shared\Windows Live\WindowsLiveLogin.dll
O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - c:\program files\google\googletoolbar1.dll
O2 - BHO: Google Toolbar Notifier BHO - {AF69DE43-7D58-4638-B6FA-CE66B5AD205D} - C:\Program Files\Google\GoogleToolbarNotifier\3.1.807.1746\swg.dll
O2 - BHO: Final Fantasy Forever Toolbar - {b14129c7-d8d0-4292-8e44-2b5a51768a24} - C:\Program Files\Final_Fantasy_Forever\tbFin0.dll
O2 - BHO: (no name) - {cc4b2ee5-4803-11d7-8a38-00b0d0c6b814} - (no file)
O2 - BHO: Java(tm) Plug-In 2 SSV Helper - {DBC80044-A445-435b-BC74-9C25C1C588A9} - C:\Program Files\Java\jre6\bin\jp2ssv.dll
O2 - BHO: JQSIEStartDetectorImpl - {E7E6F031-17CE-4C07-BC86-EABFE594F69C} - C:\Program Files\Java\jre6\lib\deploy\jqs\ie\jqs_plugin.dll
O2 - BHO: (no name) - {FDD3B846-8D59-4ffb-8758-209B6AD74ACC} - (no file)
O3 - Toolbar: (no name) - {BA52B914-B692-46c4-B683-905236F6F655} - (no file)
O3 - Toolbar: &Yahoo! Toolbar - {EF99BD32-C1FB-11D2-892F-0090271D4F88} - C:\Program Files\Yahoo!\Companion\Installs\cpn\yt.dll
O3 - Toolbar: Orange - {4E7BD74F-2B8D-469E-A3FB-F862B587B57D} - C:\PROGRA~1\orange1\orange1.dll
O3 - Toolbar: Final Fantasy Forever Toolbar - {b14129c7-d8d0-4292-8e44-2b5a51768a24} - C:\Program Files\Final_Fantasy_Forever\tbFin0.dll
O3 - Toolbar: &Google - {2318C2B1-4965-11d4-9B18-009027A5CD4F} - c:\program files\google\googletoolbar1.dll
O3 - Toolbar: Norton Toolbar - {7FEBEFE3-6B19-4349-98D2-FFB09D4B49CA} - C:\Program Files\Norton Internet Security\Engine\16.2.0.7\coIEPlg.dll
O4 - HKLM\..\Run: [CHotkey] zHotkey.exe
O4 - HKLM\..\Run: [SunKistEM] C:\Program Files\eMachines Bay  Reader\shwiconem.exe
O4 - HKLM\..\Run: [RealTray] C:\Program Files\Real\RealPlayer\RealPlay.exe SYSTEMBOOTHIDEPLAYER
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre6\bin\jusched.exe"
O4 - HKLM\..\Run: [SpeedTouch USB Diagnostics] "C:\Program Files\Thomson\SpeedTouch USB\Dragdiag.exe" /icon
O4 - HKLM\..\Run: [iTunesHelper] "C:\Program Files\iTunes\iTunesHelper.exe"
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files\QuickTime\qttask.exe" -atboottime
O4 - HKLM\..\Run: [YeppStudioAgent] C:\Program Files\Samsung\SamsungMediaStudio4.1\SamsungMediaStudioAgent.exe
O4 - HKLM\..\Run: [Symantec PIF AlertEng] "C:\Program Files\Common Files\Symantec Shared\PIF\{B8E1DD85-8582-4c61-B58F-2F227FCA9A08}\PIFSvc.exe" /a /m "C:\Program Files\Common Files\Symantec Shared\PIF\{B8E1DD85-8582-4c61-B58F-2F227FCA9A08}\AlertEng.dll"
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files\Adobe\Reader 8.0\Reader\Reader_sl.exe"
O4 - HKLM\..\Run: [KernelFaultCheck] %systemroot%\system32\dumprep 0 -k
O4 - HKCU\..\Run: [ctfmon.exe] C:\WINDOWS\system32\ctfmon.exe
O4 - HKCU\..\Run: [swg] C:\Program Files\Google\GoogleToolbarNotifier\GoogleToolbarNotifier.exe
O4 - HKUS\S-1-5-19\..\Run: [CTFMON.EXE] C:\WINDOWS\System32\CTFMON.EXE (User 'LOCAL SERVICE')
O4 - HKUS\S-1-5-20\..\Run: [CTFMON.EXE] C:\WINDOWS\System32\CTFMON.EXE (User 'NETWORK SERVICE')
O4 - HKUS\S-1-5-18\..\Run: [CTFMON.EXE] C:\WINDOWS\System32\CTFMON.EXE (User 'SYSTEM')
O4 - HKUS\S-1-5-18\..\RunOnce: [RunNarrator] Narrator.exe (User 'SYSTEM')
O4 - HKUS\.DEFAULT\..\Run: [CTFMON.EXE] C:\WINDOWS\System32\CTFMON.EXE (User 'Default user')
O4 - HKUS\.DEFAULT\..\RunOnce: [RunNarrator] Narrator.exe (User 'Default user')
O4 - Startup: Adobe Gamma.lnk = C:\Program Files\Common Files\Adobe\Calibration\Adobe Gamma Loader.exe
O4 - Global Startup: BigFix.lnk = C:\Program Files\BigFix\BigFix.exe
O4 - Global Startup: NkbMonitor.exe.lnk = C:\Program Files\Nikon\PictureProject\NkbMonitor.exe
O4 - Global Startup: TabUserW.exe.lnk = C:\WINDOWS\system32\WTablet\TabUserW.exe
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~4\OFFICE11\EXCEL.EXE/3000
O8 - Extra context menu item: orange search - file://C:\Program Files\ORANGE1\Cache\SelectedContextSearch.htm
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~4\OFFICE11\REFIEBAR.DLL
O9 - Extra button: Privacy Bar - {cc4b2ee5-4803-11d7-8a38-00b0d0c6b814} - C:\WINDOWS\System32\shdocvw.dll
O9 - Extra button: Real.com - {CD67F990-D8E9-11d2-98FE-00C0F0318AFE} - C:\WINDOWS\System32\Shdocvw.dll
O9 - Extra button: (no name) - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra 'Tools' menuitem: @xpsp3res.dll,-20001 - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O12 - Plugin for .spop: C:\Program Files\Internet Explorer\Plugins\NPDocBox.dll
O14 - IERESET.INF: START_PAGE_URL=http://www.wanadoo.co.uk
O16 - DPF: {04CC2CE2-BBC4-43B6-96D6-E1C3E0BA120F} (HMVDownloader Control) - https://www.hmvdigital.com/HMV.Digital.WebStore.Portal/Pages/System/Secure/HMV.Digital.Downloader.cab
O16 - DPF: {1D4DB7D2-6EC9-47A3-BD87-1E41684E07BB} - http://ak.exe.imgfarm.com/images/nocache/funwebproducts/ei/CursorManiaFWBInitial...
O16 - DPF: {644E432F-49D3-41A1-8DD5-E099162EEEC5} (Symantec RuFSI Utility Class) - http://security.symantec.com/sscv6/SharedContent/common/bin/cabsa.cab
O16 - DPF: {6A344D34-5231-452A-8A57-D064AC9B7862} (Symantec Download Manager) - https://webdl.symantec.com/activex/symdlmgr.cab
O16 - DPF: {6E32070A-766D-4EE6-879C-DC1FA91D2FC3} (MUWebControl Class) - http://update.microsoft.com/microsoftupdate/v6/V5Controls/en/x86/client/muweb_si...
O16 - DPF: {C3F79A2B-B9B4-4A66-B012-3EE46475B072} (MessengerStatsClient Class) - http://messenger.zone.msn.com/binary/MessengerStatsPAClient.cab56907.cab
O16 - DPF: {C49134CC-B5EF-458C-A442-E8DFE7B4645F} (YYGInstantPlay Control) - http://www.yoyogames.com/downloads/activex/YoYo.cab
O17 - HKLM\System\CCS\Services\Tcpip\..\{663D5864-9239-4655-9280-E828A4052E32}: NameServer = 193.36.79.100 193.36.79.101
O18 - Protocol: symres - {AA1061FE-6C41-421F-9344-69640C9732AB} - C:\Program Files\Norton Internet Security\Engine\16.2.0.7\coIEPlg.dll
O23 - Service: Adobe LM Service - Adobe Systems - C:\Program Files\Common Files\Adobe Systems Shared\Service\Adobelmsvc.exe
O23 - Service: AOL Connectivity Service (AOL ACS) - America Online, Inc. - C:\PROGRA~1\COMMON~1\AOL\ACS\AOLacsd.exe
O23 - Service: Ati HotKey Poller - Unknown owner - C:\WINDOWS\System32\Ati2evxx.exe
O23 - Service: ATI Smart - Unknown owner - C:\WINDOWS\system32\ati2sgag.exe
O23 - Service: Automatic LiveUpdate Scheduler - Symantec Corporation - C:\Program Files\Symantec\LiveUpdate\ALUSchedulerSvc.exe
O23 - Service: Symantec Lic NetConnect service (CLTNetCnService) - Unknown owner - C:\Program Files\Common Files\Symantec Shared\ccSvcHst.exe (file missing)
O23 - Service: McAfee Privacy Service (GuardDogEXE) - Unknown owner - C:\Program Files\McAfee\McAfee Privacy Service\GUARDDOG.EXE (file missing)
O23 - Service: Google Updater Service (gusvc) - Google - C:\Program Files\Google\Common\Google Updater\GoogleUpdaterService.exe
O23 - Service: HMVDownloadService - HMV Group plc - C:\Program Files\HMV\DigitalDownloads\HMVDownloadService.exe
O23 - Service: InstallDriver Table Manager (IDriverT) - Macrovision Corporation - C:\Program Files\Common Files\InstallShield\Driver\11\Intel 32\IDriverT.exe
O23 - Service: iPodService - Apple Computer, Inc. - C:\Program Files\iPod\bin\iPodService.exe
O23 - Service: Java Quick Starter (JavaQuickStarterService) - Sun Microsystems, Inc. - C:\Program Files\Java\jre6\bin\jqs.exe
O23 - Service: LiveUpdate - Symantec Corporation - C:\PROGRA~1\Symantec\LIVEUP~1\LUCOMS~1.EXE
O23 - Service: LiveUpdate Notice Service Ex (LiveUpdate Notice Ex) - Unknown owner - C:\Program Files\Common Files\Symantec Shared\ccSvcHst.exe (file missing)
O23 - Service: LiveUpdate Notice Service - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\PIF\{B8E1DD85-8582-4c61-B58F-2F227FCA9A08}\PIFSvc.exe
O23 - Service: McAfee.com McShield (McShield) - Unknown owner - c:\PROGRA~1\mcafee.com\vso\mcshield.exe (file missing)
O23 - Service: McAfee SecurityCenter Update Manager (mcupdmgr.exe) - Unknown owner - C:\PROGRA~1\McAfee.com\Agent\mcupdmgr.exe (file missing)
O23 - Service: McAfee.com VirusScan Online Realtime Engine (MCVSRte) - Unknown owner - c:\PROGRA~1\mcafee.com\vso\mcvsrte.exe (file missing)
O23 - Service: McAfee Personal Firewall Service (MpfService) - Unknown owner - C:\PROGRA~1\McAfee.com\PERSON~1\MPFSERVICE.exe (file missing)
O23 - Service: McAfee SpamKiller Server (MskService) - Unknown owner - C:\PROGRA~1\McAfee\SPAMKI~1\MSKSrvr.exe (file missing)
O23 - Service: Norton Internet Security - Symantec Corporation - C:\Program Files\Norton Internet Security\Engine\16.2.0.7\ccSvcHst.exe
O23 - Service: Pml Driver HPZ12 - HP - C:\WINDOWS\System32\HPZipm12.exe
O23 - Service: ProtexisLicensing - Unknown owner - C:\WINDOWS\system32\PSIService.exe
O23 - Service: SmartLinkService (SLService) -   - C:\WINDOWS\SYSTEM32\slserv.exe
O23 - Service: Symantec Core LC - Unknown owner - C:\Program Files\Common Files\Symantec Shared\CCPD-LC\symlcsvc.exe
O23 - Service: TabletService - Wacom Technology, Corp. - C:\WINDOWS\system32\Tablet.exe

--
End of file - 13437 bytes


Answer
Hi Ryan

First, the scoop on slserv.exe:
slserv.exe is flagged as a system process and does not appear to be a security risk.  This is part of Smartlink Modem Drivers.

If the process is consuming a great amount of resources, the issue can usually be traced to outdated drivers, or malware.  In this case, I would have to say it's the latter, since you have at least one trojan and several spyware processes running according to your log.  This is why I never recommend using Norton products, as they never seem to protect you from, or clean out infections.  Please follow the steps below to start the malware removal process.

I need for you to run a Malwarebytes scan, preferably in Safe Mode.  Please download Malwarebytes' Anti-Malware to your desktop from here:

http://www.besttechie.net/tools/mbam-setup.exe

Double-click mbam-setup.exe and follow the prompts to install the program.
* At the end, be sure a checkmark is placed next to
o Update Malwarebytes' Anti-Malware
* then click Finish.
* If an update is found, it will download and install the latest version.  Do not run a scan yet.

Restart the computer in Safe Mode by continuously tapping the F8 key on boot until a black screen with a menu appears.  Choose to Start Windows in Safe Mode.  Log on as usual.  Open Malwarebytes and run a Full 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 that log and reboot normally.
* Copy that log to me in a follow up and also include a new HJT scan log.

Brian