Computer Security & Viruses/return after download

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QUESTION: i have what I was told was a very bad virus on my computer and you said to download the hijack this program which i did NOW WHAT? thanks pat

ANSWER: Hi Pat

Install the program, then click on the Scan button, then when the scan completes, click the Save Log button.
Copy the text file which opens in Notepad and paste it in your follow up question to me.  Also, please include as much information as possible regarding why you believe your computer is infected.  I look forward to helping you.

Brian



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

QUESTION: Logfile of Trend Micro HijackThis v2.0.5
Scan saved at 4:34:17 PM, on 6/1/2016
Platform: Unknown Windows (WinNT 6.02.1008)
MSIE: Internet Explorer v11.0 (11.00.10240.16603)

FIREFOX: 46.0.1 (x86 en-US)
Boot mode: Normal

Running processes:
C:\Program Files\Dell\Dell Foundation Services\DFS.Common.Agent.exe
C:\Program Files (x86)\Lexmark 2600 Series\lxdnmon.exe
C:\Program Files (x86)\Lexmark 2600 Series\lxdnMsdMon.exe
C:\Users\paf7\AppData\Local\Microsoft\OneDrive\OneDrive.exe
C:\Users\paf7\AppData\Local\Microsoft\BingSvc\BingSvc.exe
C:\Program Files (x86)\CyberLink\CyberLink Media Suite\Power2Go8\CLMLSvc_P2G8.exe
C:\Program Files (x86)\Dell Update\DellUpTray.exe
C:\Users\paf7\Downloads\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://dell15.msn.com/?pc=DCTE
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = Preserve
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://dell15.msn.com/?pc=DCTE
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/p/?LinkId=255141
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/p/?LinkId=255141
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,SearchAssistant =
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Local Page = C:\Windows\SysWOW64\blank.htm
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
F2 - REG:system.ini: UserInit=
O4 - HKLM\..\Run: [FaxCenterServer] "C:\Program Files (x86)\Lexmark Fax Solutions\fm3032.exe" /s
O4 - HKCU\..\Run: [OneDrive] "C:\Users\paf7\AppData\Local\Microsoft\OneDrive\OneDrive.exe" /background
O4 - HKCU\..\Run: [BingSvc] C:\Users\paf7\AppData\Local\Microsoft\BingSvc\BingSvc.exe
O11 - Options group: [ACCELERATED_GRAPHICS] Accelerated graphics
O18 - Protocol: dssrequest - {5513F07E-936B-4E52-9B00-067394E91CC5} - C:\Program Files (x86)\McAfee\SiteAdvisor\mcieplg.dll
O18 - Protocol: sacore - {5513F07E-936B-4E52-9B00-067394E91CC5} - C:\Program Files (x86)\McAfee\SiteAdvisor\mcieplg.dll
O18 - Protocol: tbauth - {14654CA6-5711-491D-B89A-58E571679951} - C:\Windows\SysWOW64\tbauth.dll
O18 - Filter: application/x-mfe-ipt - {3EF5086B-5478-4598-A054-786C45D75692} - c:\PROGRA~2\mcafee\msc\mcsniepl.dll
O23 - Service: McAfee Application Installer Cleanup (0209181464380865) (0209181464380865mcinstcleanup) - McAfee, Inc. - C:\WINDOWS\TEMP\020918~1.EXE
O23 - Service: @%SystemRoot%\system32\Alg.exe,-112 (ALG) - Unknown owner - C:\WINDOWS\System32\alg.exe (file missing)
O23 - Service: AtherosSvc - Windows (R) Win 7 DDK provider - C:\Program Files (x86)\Dell Wireless\Bluetooth Suite\adminservice.exe
O23 - Service: Intel(R) Content Protection HECI Service (cphs) - Intel Corporation - C:\WINDOWS\SysWow64\IntelCpHeciSvc.exe
O23 - Service: Dropbox Update Service (dbupdate) (dbupdate) - Dropbox, Inc. - C:\Program Files (x86)\Dropbox\Update\DropboxUpdate.exe
O23 - Service: Dropbox Update Service (dbupdatem) (dbupdatem) - Dropbox, Inc. - C:\Program Files (x86)\Dropbox\Update\DropboxUpdate.exe
O23 - Service: Dell Customer Connect - Dell Inc. - C:\Program Files (x86)\Dell Customer Connect\DCCService.exe
O23 - Service: Dell Foundation Services - Dell - C:\Program Files\Dell\Dell Foundation Services\DFSSvc.exe
O23 - Service: Dell Help & Support - Unknown owner - C:\Program Files\Dell\Dell Help & Support\MDLCSvc.exe
O23 - Service: Dell Product Registration - Dell - C:\Program Files\Dell\Product Registration\PRSvc.exe
O23 - Service: Dell Digital Delivery Service (DellDigitalDelivery) - Dell Products, LP. - c:\Program Files (x86)\Dell Digital Delivery\DeliveryService.exe
O23 - Service: Dell Update Service (DellUpdate) - Dell Inc. - C:\Program Files (x86)\Dell Update\DellUpService.exe
O23 - Service: @%SystemRoot%\system32\DiagSvcs\DiagnosticsHub.StandardCollector.ServiceRes.dll,-1000 (diagnosticshub.standardcollector.service) - Unknown owner - C:\WINDOWS\system32\DiagSvcs\DiagnosticsHub.StandardCollector.Service.exe (file missing)
O23 - Service: @%SystemRoot%\system32\efssvc.dll,-100 (EFS) - Unknown owner - C:\WINDOWS\System32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\fxsresm.dll,-118 (Fax) - Unknown owner - C:\WINDOWS\system32\fxssvc.exe (file missing)
O23 - Service: McAfee Home Network (HomeNetSvc) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\Platform\McSvcHost\McSvHost.exe
O23 - Service: @%SystemRoot%\system32\ieetwcollectorres.dll,-1000 (IEEtwCollectorService) - Unknown owner - C:\WINDOWS\system32\IEEtwCollector.exe (file missing)
O23 - Service: Intel(R) HD Graphics Control Panel Service (igfxCUIService2.0.0.0) - Unknown owner - C:\WINDOWS\system32\igfxCUIService.exe (file missing)
O23 - Service: Intel(R) Capability Licensing Service TCP IP Interface - Intel(R) Corporation - C:\Program Files\Intel\iCLS Client\SocketHeciServer.exe
O23 - Service: Intel(R) Security Assist - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Security Assist\isa.exe
O23 - Service: Intel(R) Security Assist Helper (isaHelperSvc) - Unknown owner - C:\Program Files (x86)\Intel\Intel(R) Security Assist\isaHelperService.exe
O23 - Service: Intel(R) Dynamic Application Loader Host Interface Service (jhi_service) - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Management Engine Components\DAL\jhi_service.exe
O23 - Service: @keyiso.dll,-100 (KeyIso) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: Intel(R) Management and Security Application Local Management Service (LMS) - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Management Engine Components\LMS\LMS.exe
O23 - Service: lxdnCATSCustConnectService - Lexmark International, Inc. - C:\WINDOWS\system32\spool\DRIVERS\x64\3\\lxdnserv.exe
O23 - Service: lxdn_device -   - C:\WINDOWS\system32\lxdncoms.exe
O23 - Service: McAfee SiteAdvisor Service - McAfee, Inc. - C:\Program Files (x86)\McAfee\SiteAdvisor\McSACore.exe
O23 - Service: McAfee AP Service (McAPExe) - McAfee, Inc. - C:\Program Files\McAfee\MSC\McAPExe.exe
O23 - Service: McAfee Activation Service (McAWFwk) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\ActWiz\McAWFwk.exe
O23 - Service: McAfee Boot Delay Start Service (mcbootdelaystartsvc) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe
O23 - Service: McAfee CSP Service (mccspsvc) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\CSP\1.9.656.0\McCSPServiceHost.exe
O23 - Service: McAfee Personal Firewall Service (McMPFSvc) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\Platform\McSvcHost\McSvHost.exe
O23 - Service: McAfee VirusScan Announcer (McNaiAnn) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe
O23 - Service: McAfee Scanner (McODS) - McAfee, Inc. - C:\Program Files\mcafee\VirusScan\mcods.exe
O23 - Service: McAfee Platform Services (mcpltsvc) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe
O23 - Service: McAfee Proxy Service (McProxy) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\platform\McSvcHost\McSvHost.exe
O23 - Service: McAfee Firewall Core Service (mfefire) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\SystemCore\\mfefire.exe
O23 - Service: McAfee Service Controller (mfemms) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\SystemCore\\mfemms.exe
O23 - Service: McAfee Validation Trust Protection Service (mfevtp) - Unknown owner - C:\Windows\system32\mfevtps.exe (file missing)
O23 - Service: McAfee Module Core Service (ModuleCoreService) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\ModuleCore\ModuleCoreService.exe
O23 - Service: Mozilla Maintenance Service (MozillaMaintenance) - Mozilla Foundation - C:\Program Files (x86)\Mozilla Maintenance Service\maintenanceservice.exe
O23 - Service: @comres.dll,-2797 (MSDTC) - Unknown owner - C:\WINDOWS\System32\msdtc.exe (file missing)
O23 - Service: McAfee Anti-Spam Service (MSK80Service) - McAfee, Inc. - C:\Program Files\Common Files\McAfee\Platform\McSvcHost\McSvHost.exe
O23 - Service: @%SystemRoot%\System32\netlogon.dll,-102 (Netlogon) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\System32\ngcsvc.dll,-100 (NgcSvc) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: Intel Security PEF Service (PEFService) - Intel Security, Inc. - C:\Program Files\Common Files\Intel Security\PEF\CORE\PEFService.exe
O23 - Service: Cyberlink RichVideo Service(CRVS) (RichVideo) - Unknown owner - C:\Program Files (x86)\CyberLink\Shared files\RichVideo.exe
O23 - Service: @%systemroot%\system32\Locator.exe,-2 (RpcLocator) - Unknown owner - C:\WINDOWS\system32\locator.exe (file missing)
O23 - Service: Realtek Audio Service (RtkAudioService) - Realtek Semiconductor - C:\Program Files\Realtek\Audio\HDA\RtkAudioService64.exe
O23 - Service: @%SystemRoot%\system32\samsrv.dll,-1 (SamSs) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\SensorDataService.exe,-101 (SensorDataService) - Unknown owner - C:\WINDOWS\System32\SensorDataService.exe (file missing)
O23 - Service: @%SystemRoot%\system32\snmptrap.exe,-3 (SNMPTRAP) - Unknown owner - C:\WINDOWS\System32\snmptrap.exe (file missing)
O23 - Service: @%systemroot%\system32\spoolsv.exe,-1 (Spooler) - Unknown owner - C:\WINDOWS\System32\spoolsv.exe (file missing)
O23 - Service: @%SystemRoot%\system32\sppsvc.exe,-101 (sppsvc) - Unknown owner - C:\WINDOWS\system32\sppsvc.exe (file missing)
O23 - Service: Dell SupportAssist Agent (SupportAssistAgent) - Dell Inc. - C:\Program Files (x86)\Dell\SupportAssistAgent\bin\SupportAssistAgent.exe
O23 - Service: @%SystemRoot%\system32\ui0detect.exe,-101 (UI0Detect) - Unknown owner - C:\WINDOWS\system32\UI0Detect.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vaultsvc.dll,-1003 (VaultSvc) - Unknown owner - C:\WINDOWS\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vds.exe,-100 (vds) - Unknown owner - C:\WINDOWS\System32\vds.exe (file missing)
O23 - Service: @%systemroot%\system32\vssvc.exe,-102 (VSS) - Unknown owner - C:\WINDOWS\system32\vssvc.exe (file missing)
O23 - Service: @%systemroot%\system32\wbengine.exe,-104 (wbengine) - Unknown owner - C:\WINDOWS\system32\wbengine.exe (file missing)
O23 - Service: @%ProgramFiles%\Windows Defender\MpAsDesc.dll,-320 (WdNisSvc) - Unknown owner - C:\Program Files (x86)\Windows Defender\NisSrv.exe (file missing)
O23 - Service: @%ProgramFiles%\Windows Defender\MpAsDesc.dll,-310 (WinDefend) - Unknown owner - C:\Program Files (x86)\Windows Defender\MsMpEng.exe (file missing)
O23 - Service: @%Systemroot%\system32\wbem\wmiapsrv.exe,-110 (wmiApSrv) - Unknown owner - C:\WINDOWS\system32\wbem\WmiApSrv.exe (file missing)
O23 - Service: @%PROGRAMFILES%\Windows Media Player\wmpnetwk.exe,-101 (WMPNetworkSvc) - Unknown owner - C:\Program Files (x86)\Windows Media Player\wmpnetwk.exe (file missing)

--
End of file - 11537 bytes
I hope I did this right I'm not very tech savvy  not at all.I got this message when I started the hijack scan.
For some reason your system denied write access to the hosts file.If any Hijack This may NOT be able to fix this.If that happens you need to edit the file yourself. To do this,click start,run,and type Notepad c:windows(system 32\drivers\etc\hosts and press enter. Find the line (s)Hijack This reports and delete them. Save the hosts ( with quotes), and reboot.I'm sure you'll know if this message is something to worry about or not. Now as for the reason I think I have a virus is because my computer was giving me error messages and also it was loading pages I didn't want, it flys through pages.So I called Dell and they ran a scan on my computer and they said it had several virus's and they would fix it if I paid them $110 But they would even guarantee that would it.Needless to say I didn't do that. I don't know how to get the info that they scaned that shows what is infected I know it on the coputer somewhere. Thanks Pat

ANSWER: Hi Pat

The write access error you received is normal.  I'd like for you to please download the following:

http://www.bleepingcomputer.com/download/rkill/dl/10/

Run that program to stop any malware processes that may be running.  Then download AdwCleaner:

http://www.bleepingcomputer.com/download/adwcleaner/dl/125/

Run the program, first clicking Scan, then Clean to delete the malware.  Reboot the computer is asked to.  A log file will open.  Copy and paste the log file to me in a follow-up.

Brian

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

QUESTION: # AdwCleaner v5.119 - Logfile created 02/06/2016 at 13:54:29
# Updated 30/05/2016 by Xplode
# Database : 2016-05-30.3 [Server]
# Operating system : Windows 10 Home  (X64)
# Username : paf7 - DESKTOP-LHLC2E1
# Running from : C:\Users\paf7\Downloads\AdwCleaner.exe
# Option : Clean
# Support : http://toolslib.net/forum

***** [ Services ] *****


***** [ Folders ] *****


***** [ Files ] *****


***** [ DLLs ] *****


***** [ WMI ] *****


***** [ Shortcuts ] *****


***** [ Scheduled tasks ] *****


***** [ Registry ] *****


***** [ Web browsers ] *****


*************************

:: "Tracing" keys deleted
:: Winsock settings cleared

*************************

C:\AdwCleaner\AdwCleaner[C1].txt - [713 bytes] - [02/06/2016 13:54:29]
C:\AdwCleaner\AdwCleaner[S1].txt - [774 bytes] - [02/06/2016 13:51:59]

########## EOF - C:\AdwCleaner\AdwCleaner[C1].txt - [857 bytes] ##########
I also sent you the Rkill report:Rkill 2.8.4 by Lawrence Abrams (Grinler)
http://www.bleepingcomputer.com/
Copyright 2008-2016 BleepingComputer.com
More Information about Rkill can be found at this link:
http://www.bleepingcomputer.com/forums/topic308364.html

Program started at: 06/02/2016 01:46:22 PM in x64 mode.
Windows Version: Windows 10 Home

Checking for Windows services to stop:

* No malware services found to stop.

Checking for processes to terminate:

* No malware processes found to kill.

Checking Registry for malware related settings:

* No issues found in the Registry.

Resetting .EXE, .COM, & .BAT associations in the Windows Registry.

Performing miscellaneous checks:

* Modified HKCU\...\Winlogon: [Shell] => -

* Windows Defender Disabled

  [HKLM\SOFTWARE\Microsoft\Windows Defender]
  "DisableAntiSpyware" = dword:00000001

Checking Windows Service Integrity:

* No issues found.

Searching for Missing Digital Signatures:

* No issues found.

Checking HOSTS File:

* HOSTS file entries found:

 127.0.0.1       localhost

Program finished at: 06/02/2016 01:47:26 PM
Execution time: 0 hours(s), 1 minute(s), and 4 seconds(s)
It doesn't look like any problems where found yet the Dell people showed me a bunch of infected files and as I said I know that there is somewhere on the computer this info is stored and can be access's. Thanks Pat

Answer
Hi Pat

I did not find anything in the HijackThis log.  The two tools we used show that no malware was actually running behind the scenes, and nothing found to clean.  We can try one more scan with the program Malwarebytes.  Download from here:

https://downloads.malwarebytes.org/file/mbam_current/

Install and run a full scan.  During install you can opt to try premium for a trial period.  Both free and premium will find and remove malware.  After running the scan, copy and paste the results back to me.  

Also, if you have any documentation from the Dell support session, I'd be curious to have a look at it.  You can send it to my email numbersix6@yahoo.com if you have any.

Brian

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Brian Benosky

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I will help you in eradicating malware and all forms of virus/trojans/adware. I can answer all PC-related hardware issues. I can also troubleshoot Windows OS errors (all versions) and other software problems. HijackThis logs are a MUST for virus related help. If you do not know how to do this, I have posted easy-to-follow instructions on the Ask a Question page. Every computer infection is different, so I will give you personal instructions on how to remove the malware, not a 'pat' answer. You can be assured of a prompt, polite, and knowledgeable response in all regards.

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I have over 25 years experience in using, building, and repairing computers. I have helped over two thousand people here on AllExperts, with consistent Top Feedback Scores. Please look at my answers here: http://en.allexperts.com/q/Computer-Security-Viruses-1737/indexExp_84308.htm I am also a Top Contributor of General Computing answers in Yahoo! Questions.

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