Expert: Lorry - 4/15/2010

Question
QUESTION: hi Lorry!

My computer is a Sony VAIO. It has worked fine since I acquired it about a year ago.
But just one day ago a problem appeared that has made the computer inoperative.

I am seeing several screens, one on top of another, all with the name “Security Tool”.
Some of them tell me that I have 25 infected programs. All of them give me the option of continuing to work unprotected or to act to remove the viruses. But even with these choices, the screens do not allow me to work even when I click the “Continue Unprotected” button.
But here is the kicker. No matter what I do, I always wind up with a screen that tells me that the viruses can be removed by “Security Tool”.
ALL I NEED TO DO IS PROVIDE THEM WITH A CREDIT CARD NUMBER!!This request tells me that I dealing with a bunch of crooks. But I can’t get rid of them.
What can I do?

I am using  the Sony networked with another computer via a router. the other computer works fine.

ANSWER: Hi Chris,

If you have an anti-virus program installed, run a scan in safe mode. To get into safe mode, tap the "F8" key when Windows first starts until you get a screen with various ways to start Windows.

If you can on the pc with the warnings, download Malwarebytes Anti-Malware 1.45 from:

http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html

If you have to use another pc to download it, do so, put it onto a cd and install it on the 'bad' pc. Either way, check for updates and then run a scan.

If you do not have an anti-virus program installed, please get one ASAP, keep it up to date and run a scan once a week.

Hope this helps!
Lorry

---------- FOLLOW-UP ----------

QUESTION: Lorry,
that was great advice you gave me. I appreciate your prompt reply and the contents of your reply. I installed the Malware program. How do I use it, or does it do its job without my involvement?
Let me tell you what happened after I sent you the first email. I disconnected a line going from the router to the rear of the other computer; when I re-inserted the line into the rear of the other computer, the problem with this "Security Tool" pest disappeared!!
What does that tell us?
I have just noticed that a shortcut symbol for "Security Tool" is on my desktop. Should I delete it?
Have you ever come across this "Security Tool" thing?

Again, many thanks for your help and interest.

Chris

Answer
Hi Chris,

After opening Malwarebytes, under the Update tab click Check for Updates, when done a dialog box will say "The database was successfully updated from version 'X' to version 'X', click OK. Now under the Scanner tab, check "Perform full scan", then click Scan. Depending on how many files are on the pc, will depend how long it takes to complete. It is better if you don't run any other programs while this is scanning. You can but then the scan just takes longer to complete.

The 'security tool' could be a virus. Using Internet Explorer, go to:

http://security.symantec.com/sscv6/WelcomePage.asp

Click on Continue to Symantec Security Check. Under Virus Detection, click Start, accept the End-User Agreement. It will ask you a few times to permission to install Active X Controls, answer yes. Once you see that the program is actually scanning, leave the computer alone until the scan is finished.

Once the scan is done, write down exactly anything it finds, then go to:

http://www.symantec.com/search/  

and do a search for what was found. Symantec usually has a removal tool and/or directions for removing manually. Make sure that you follow the instructions for removal, step by step, especially the part regarding disabling System Restore.

Hope this helps!
Lorry