AboutBrian Benosky Expertise 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 (including Vista) 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.
Experience I have over 25 years experience in using, building, and repairing computers. I have helped over a 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 Contributer of General Computing answers in Yahoo! Questions.
Education/Credentials College Educated
Self-taught Computer Skills
Question QUESTION: Hi Brian,
My computer is infected with spyware. I have downloaded EZ Armor, which was downloaded prior to infection. The reason the infection was able to manipulate my computer is because it is a computer given to me by an ex-employer and Norton Corporate Edition is installed on it. Of course in order for the EZ Armor to work Norton has to be uninstalled. The problem I have is that Norton is protected by a password that I do not have. Is there anything that I can do to delete this program, or even upgrade(free)? Also I have downloaded Spybot and Uniblue Registry(thought is was for spyware), but am STILL getting the WINDOWS ANTIVIRUS warning along with the Windows Security Alert prompts. Please help. Thank you.
ANSWER: Hi Tina
I will do my best to help you out with your Norton problem. The default password is "symantec" without the quotes, all lower case. In 95% of the cases I have seen, the password will work and you can uninstall Norton. Also, download and run the Norton Removal Tool here: http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039
That will get rid of any leftover files.
As for your spyware issue, there is a method that I use to get rid of any malware. Follow the steps below, and you may want to print a hardcopy before you start.
Clean up your pc. Remove programs you don't use via the Add/Remove Programs in the Control Panel. If you are unsure of a particular program, you can check it against a list of offenders here: http://forums.majorgeeks.com/showthread.php?t=79754
Clean your hard drive of unecessary files using CCleaner here: http://www.ccleaner.com/download/
Save to your desktop, install it, then run the cleaner. Simple, yet it will free up tons of space on your hard drive. While you have the program open, run the Scan Registry Checker as well. This will fix invalid registry entries safely. Note that you should run CCleaner for ALL accounts on your pc.
Create a new System Restore point. Click Start>All Programs>Accessories>System Tools>System Restore. Create a restore point. Now delete all but this most recent restore point. Click Start>All Programs>Accessories>System Tools>Disk Cleanup. Click More Options tab, and then under System Restore, click Clean up. Click Yes to remove all but the most recent restore point. Click OK, click Yes, and then click OK.
Once these programs are installed on your pc, their effectiveness may be negated by running scans normally. You need to reboot your pc into Safe Mode. Shut down your pc, wait a few seconds, then turn it back on. As your computer restarts but before Windows launches, press F8.
Use the arrow keys to highlight the Safe Mode with Networking option, which loads all of the above files and drivers and the essential services and drivers to start networking, and press Enter. If Windows launches before you can choose a safe mode, restart your computer and try again. Now it's time to start each program you installed and run scans. First, open Ad-Aware, update to the latest signatures, and run a full system scan. Delete any malware found, close the program and move on to AVG Anti-Spyware. Again, update, run complete scan, and delete the baddies. Do the same for Spybot and SuperAntiSpyware. When you are finished, restart the computer normally.
I would reccommend leaving AVG and Ad-Aware on your system, and delete the other two. These anti-spyware programs do not conflict and offer good future protection. If you happen to like the interface of the others, then by all means keep the ones you want, just so long as you have at least one solid stand-alone on your system. Uninstall the others via Add/Remove in the Control Panel.
We've taken care of the spyware, but there still may be viruses and trojans lurking on your pc. Go to Trend Micro: http://housecall.trendmicro.com/ to download and run their free online scanner. Take whatever action the scanner tells you for any virus found. Finally, do the same with the Panda Online ActiveScan : http://www.pandasoftware.com/products/ActiveScan.htm
Restart your computer.
This procedure will remove MOST malware. However, it may not catch some really nasty buggers. If you've followed all the steps and still believe you have something not right on your pc, you need some extra help. Go here: http://www.tomcoyote.org/hijackthis to download a program called HijackThis. It examines certain key areas of the Registry and Hard Drive and lists their contents. Install, run and save a logfile which you may send to me in a reply to this answer. I will then examine your logfile and give you recommendations in order to get your computer back to normal.
That should do it, Tina. Your warnings and alerts should cease. Please let me know how you made out, or if you have any other questions. Good luck!
Brian
---------- FOLLOW-UP ----------
QUESTION: BRIAN
OMG you are the best! I am in the process of doing as you instructed, but I forgot to mention that I no longer have a control panel. Another question I have is Norton one the best Antivirus systems -- should I leave on my computer.
Thanks.
Answer Hi again Tina
I am more than happy to help you out. If your Control Panel is missing, this is usually caused by a virus. Running the scans I mentioned in the previous post should clean the virus and bring back your Control Panel. After your scans, download HijackThis http://www.tomcoyote.org/hijackthis and send me a copy of the scan it does. I will look it over for any remaining bad guys.
As for Norton, I think you answered your own question by your first sentence: "My computer is infected with spyware."
I don't recommend Symantec products for two reasons. They take up a large amount of resources on your PC, and they simply do not work as well as other products. You mentioned EZ Armor, which performs well. Another product to look at is ZoneAlarm Internet Security Suite: http://www.zonealarm.com/store/content/catalog/products/sku_list.jsp
It offers great protection, and for $40 is a steal.
I will await your results, hopefully everything will be in working order.
