Possible malware. CSRR issue?

[okstout4]

Run DLL error message comes up at boot. Had a side box pop up saying scanning and saying there were errors, so I believe its malware. Computer runs slow.

Someone from Microsoft called today saying they got report of an error on this computer. They said is was CSSR error? They said there is a virus on here that steals banking passwords and takes control of your computer. They are the ones who put PC Mechanic 2015 on this computer. Offered several services (annually) at a fee to fix the computer or fix today only for a lesser fee. I did check out PC Mechanic 2015 and it looks legit, but I have my doubts why Microsoft would call someone. Seems strange.

Any help would be appreciated. This is my mother in laws computer and it seems like she's only had for about a year (possibly going on year 2), but programs have been on here since 2011. She uses it rarely, but others have been on here to play games, etc.

Thank you.

 

[argus]

Helllo,

My name is Argus and and I will be helping you with your computer problems.

Before we begin, please note the following:

• I will working be on your Malware issues, this may or may not, solve other issues you have with your machine.
• The logs can take some time to research, so please be patient with me.
• Stay with the topic until I tell you that your system is clean. Missing symptoms does not mean that everything is okay.
• Instructions that I give are for your system only!
• Please do not run any tools until requested ! The reason for this is so I know what is going on with the machine at any time. Some programs can interfere with others and hamper the recovery process.
• Please perform all steps in the order received. If you can't understand something don't hesitate to ask.
• Again I would like to remind you to make no further changes to your computer unless I direct you to do so. I will not help you if you do not follow my instructions.

Fix with AdwCleaner

Please download AdwCleaner by Xplode and save the file to your desktop.

• Right-click on
  
  icon and select
  
  Run as Administrator to start the tool.
• Follow the prompts and click Scan.
• When finished, please click Clean.
• Upon completion, click Report. A log (AdwCleaner[S*].txt) will open.

Please include the contents of that file in your reply.

Scan with Farbar Recovery Scan Tool

Please re-run Farbar Recovery Scan Tool to give me a fresh look at your system.

• Right-click on
  
  icon and select
  
  Run as Administrator to start the tool.
  (XP users click run after receipt of Windows Security Warning - Open File).
• Make sure that Addition option is checked.
• Press Scan button and wait.
• The tool will produce two logfiles on your desktop: FRST.txt and Addition.txt.

Please include their content into your next reply.

 

[okstout4]

Upon reboot got that RunDLL error again. C:\PROGR~3\F02FCDE6.cpp

 

[argus]

Uninstall some programs

We need to uninstall some unwanted/unneeded programs.

• Press the
  
  + R on your keyboard at the same time. Type appwiz.cpl and click OK.
• Search there for each entry mentioned below, right-click the entry and click Uninstall one at a time

The list of programs to uninstall:

• 
  ShopAtHome.com Helper
  ShopAtHome.com Toolbar

After completing uninstalls, please manually reboot your machine!

Note: If you get the message like: An error occurred while trying to uninstall, just press Yes.

Fix with Farbar Recovery Scan Tool

This fix was created for this user for use on that particular machine.

Running it on another one may cause damage and render the system unstable.

​

Download attached fixlist.txt file and save it to the Desktop:

Both files, FRST and fixlist.txt have to be in the same location or the fix will not work!

• Right-click on
  
  icon and select
  
  Run as Administrator to start the tool.
  (XP users click run after receipt of Windows Security Warning - Open File).
• Press the Fix button just once and wait.
• If for some reason the tool needs a restart, please make sure you let the system restart normally. After that let the tool complete its run.
• When finished FRST will generate a log on the Desktop, called Fixlog.txt.

Please attach it to your reply.

 

[okstout4]

We have already fixed one computer, this is the second. Perhaps you are a serviceman and do not pay anything.
We volunteer here and it's not right by you.

Yes, I do have another computer I am working on...and that computer is my personal desktop computer. This computer that you and I are working on belongs to my in-laws. My brother in law has been having trouble w/it and could not get it fixed. Then he calls me and tells me Microsoft called their house saying they got a log of the errors he was getting. They requested permission to take control of this computer and he allowed them to do it. He says all they did was show him that there was a file/bug/program/virus on here called CSSR. They said it takes over your computer and steals your banking passwords. They are the ones who installed PC Mechanic 2015. I highly doubt it was Microsoft that called.

You are more than welcomed to look at my facebook page to check me out if you'd like (just search my username). I am not a serviceperson and have never held a job as one. I am a stay at home mother of 2 and that's as simple as it gets.

 

[argus]

Okay, I gave you instructions.

 

[okstout4]

I hope I did this correctly. I did attach fixlist.txt to my desktop as requested. I didnt find a click able download link in your reply, so I just found FRST.exe in my downloads and ran that. I am also confused about this "Both files, FRST and fixlist.txt have to be in the same location or the fix will not work!" FRST automatically places the results in downloads. I had to "save as" to place a copy on my desktop. If I've done something wrong, Im sure you'll let me know.

There was no "ShopAtHome.com Helper" that I could find. I only removed the toolbar.

 

[argus]

Running from C:\Users\Stella\Downloads


Here is fixlist and FRST.exe.
Run farbar and click Fix.

FRST and fixlist.txt have to be in the same location, need not be on the desktop.
Or copy both on your desktop.

 

[okstout4]

There are no links for me to click on and the older links dont work either.

 

[okstout4]

Finally! Hope this is what you are looking for.

 

[argus]

How is the situation now?