Cannot run scan in Malwarebytes

[Loanmi2]

I just disabled the firewall to see if that helps the scan go through and am waiting on that as a type. Will post any news in a few mins. Must go back. Did not work either, another shut down...

 

[Jack]

Hi and welcome to the malwaretips.com forums!

I'm Jack and I am going to try to assist you with your problem. Please take note of the below:

• I will start working on your malware issues, this may or may not, solve other issues you have with your machine.
• The fixes are specific to your problem and should only be used for this issue on this machine!
• The process is not instant. Please continue to review my answers until I tell you your machine is clear. Absence of symptoms does not mean that everything is clear.
• If you don't know, stop and ask! Don't keep going on.
• Please reply to this thread. Do not start a new topic.
• Refrain from running self fixes as this will hinder the malware removal process.
• It may prove beneficial if you print of the following instructions or save them to notepad as I post them.

Your security programs may give warnings for some of the tools I will ask you to use. Be assured, any links I give are safe.


Before we start:
Please be aware that removing malware is a potentially hazardous undertaking. I will take care not to knowingly suggest courses of action that might damage your computer. However it is impossible for me to foresee all interactions that may happen between the software on your computer and those we'll use to clear you of infection, and I cannot guarantee the safety of your system. It is possible that we might encounter situations where the only recourse is to re-format and re-install your operating system, or to necessitate you taking your computer to a repair shop.

Because of this, I advise you to backup any personal files and folders before you start.
<hr />
Ok,please try to run this scan while your computer is in Normal Mode....
STEP 1: Run a scan with Malwarebytes Anti-Malware in Chamelon mode

<ol>
<li>Download <>Malwarebytes Chameleon from <a title="External link" href="http://downloads.malwarebytes.org/file/chameleon" rel="nofollow external">here</a> </>and extract it to a folder in a convenient location</li>
<li>Make certain that your PC is connected to the internet and then open the folder where you extracted Chameleon to and double-click on the Chameleon help file and then follow the onscreen instructions to use it.</li>
<li>If the Chameleon help file itself will not open, then double-click each file one by one until you find one that works, which will be indicated by a black DOS/command prompt window <em><>Note:</> Do not attempt to open <>mbam-killer</> as that is not a Chameleon executable and serves a different purpose)</em></li>
<li>Follow the onscreen instructions to press a key to continue and Chameleon will proceed to download and install Malwarebytes Anti-Malware for yo</li>
<li>Once it has done this, it will attempt to update Malwarebytes Anti-Malware, click <>OK</> when it says that the database was updated successful</li>
<li>Next, Malwarebytes Anti-Malware will automatically open and perform a Quick scan</li>
<li>Upon completion of the scan, if anything has been detected, click on <>Show Result</></li>
<li>Have Malwarebytes Anti-Malware remove any threats that are detected and click <>Yes</> if prompted to reboot your computer to allow the removal process to complete</li>
<li>After your computer restarts, open <>Malwarebytes Anti-Malware</> and perform a Full System scan to verify that there are no remaining threats</li>
Please add both logs in your next reply.
</ol>
STEP 2: Run a scan with RogueKiller
<ol>
<li>Please <>download the latest official version of </><>RogueKiller</>.
<a href="http://www.sur-la-toile.com/RogueKiller/RogueKiller.exe" rel="nofollow" target="_blank">RogueKiller Download Link</a> (This link will automatically download RogueKiller on your computer)</li>
<li><>Double click on RogueKiller.exe</> to start this utility and then <>wait for the Prescan to complete</>.This should take only a few seconds and then you can <>click the Start button</> to perform a system scan.
<img title="Click on the Start button to perform a system scan" src="http://malwaretips.com/blogs/wp-content/uploads/2012/04/roguek-1.png" alt="[Image: roguekiller-1.png]" width="600" height="450" border="0" /></li>
<li>After the scan has completed, <>press the Delete button</> to remove any malicious registry keys.
<img title="Press Delete to remove the malicious registry keys" src="http://malwaretips.com/blogs/wp-content/uploads/2012/04/roguek-2.png" alt="[Image: roguekiller-2.png]" width="600" height="450" border="0" /></li>
<li>Next we will need to restore your shortcuts, <>so click on the ShortcutsFix button </>and allow the program to run.
<img title="Click on the Start button to perform a system scan" src="http://malwaretips.com/blogs/wp-content/uploads/2012/04/roguek-3.png" alt="[Image: roguekiller-1.png]" width="600" height="450" border="0" /></li>
</ol>

The report has been created on the desktop.In your next reply please post:

All RKreport.txt text files located on your desktop.

<hr />
What's next?

Please add in your next reply:
1.Malwarebytes log
2.RogueKiller logs
3.Let me know if you had any problems with the above instructions and also <>let me know how things are running now!</>

 

[Loanmi2]

How do I back up files that are hidden?

 

[Loanmi2]

I have done both and I am getting a message in RogueKiller it says ZeroAccess. Is that normal?
RK reports and Mbam-log attached.
Thank you.

 

[Jack]

It's very normal because you do have a ZeroAccess rootkit on this machine....Lets remove it....

STEP 1 : Run a scan with Combofix

Please read and follow very carefully the below instructions​

 
Download ComboFix from one of the following locations: 

COMBOFIX DOWNLOAD LINK #1 (This link will automatically download Combofix on your computer)
COMBOFIX DOWNLOAD LINK #2  (This link will automatically download Combofix on your computer)
----------------------------------------------------------------
VERY IMPORTANT !!! Save ComboFix.exe to your Desktop  
 
<ul>
<li>Close any open browsers.</li>
<li>Close/disable all anti virus and anti malware programs so they do not interfere with the running of ComboFix.
<>Very Important!</> Temporarily <>disable</> your <>anti-virus</>, <>script blocking</> and any <>anti-malware</> real-time protection <em><>before</></em> performing a scan. They can interfere with ComboFix or remove some of its embedded files which may cause <em>"unpredictable results"</em>.</li>
<li><>WARNING: Combofix will disconnect your machine from the Internet as soon as it starts</>.Please do not attempt to re-connect your machine back to the Internet until Combofix has completely finished.
If there is no internet connection after running Combofix, then restart your computer to restore back your connection.</li>
</ul>
-----------------------------------------------------------------

How to run the Combofix scan :

1. Double click on ComboFix.exe & follow the prompts.
2. Accept the disclaimer and allow to update if it asks
3. When finished, it shall produce a log for you. 
   [*]Please include the C:\ComboFix.txt in your next reply.

Additional notes:
<ol><li> Do not mouse-click Combofix's window while it is running. That may cause it to stall.</li>
<li> Do not "re-run" Combofix. If you have a problem, reply back for further instructions.</li>
<li>  If after the reboot you get errors about programms being marked for deletion then reboot, that will cure it.</li></ol>



<hr />
What's next?

Add the following logs to your next post (You can find here details on how to use the Attachment System):
1.Combofix log
2.Let me know if you had any problems with the above instructions and also <>let me know how things are running now!</>

 

[Loanmi2]

Before I go on, just wanted to verify something I read about ZeroAccess. Is it true that I once your comp. is infected with that it will never be secure again? It also says you must inmediately disconnect from internet to avoid identity theft. I want to know before I hook it up to my internet cable and start the process. Thanks for all your help.

 

[Jack]

Before I go on, just wanted to verify something I read about ZeroAccess. Is it true that I once your comp. is infected with that it will never be secure again? It also says you must inmediately disconnect from internet to avoid identity theft. I want to know before I hook it up to my internet cable and start the process. Thanks for all your help.

The ZeroAccess rootkit is usually used to help the cyber criminals download further malware into the compromised machine. You can read more about this rootkit here: http://nakedsecurity.sophos.com/2012/06/06/zeroaccess-rootkit-usermode/
In your case the ZeroAccess rootkit looks like was used just to download that nasty rogue software so their is no backdoor trojan however I have to see the Combofix log before making any kind of conclusion.Just to be on the safe side, don't do any kind of transactions while using this computer and avoid typing in your passwords from different websites.

 

[Loanmi2]

I've done the Combofix and closed the log expecting to find it on my desktop to send to you but cannot find it. I don't want to click on the icon of Combofix since I was instructed to not re run it. How do I locate the log to send to you? Thanks.

 

[Jack]

The Combofix log should be located in C:\combofix.txt

 

[Loanmi2]

The Combofix log should be located in C:\combofix.txt

Thanks found it. Here it is.

 

[Jack]

Ok loanmi2,please perform this scans and post the logs...

STEP 1: Run a scan with Kaspersky Virus Removal Tool
<ol><li>Download Kaspersky Virus Removal Tool from the below link and then double click on it to start this utility.
<><a title="External link" href="http://www.kaspersky.com/antivirus-removal-tool?form=1" rel="nofollow">KASPERSKY VIRUS REMOVAL TOOL</a></> <em>(This link open an new webpage from where you can download Kaspersky Virus Removal Tool on your computer.)</em></li>
<li>Follow the onscreen prompts until it is installed</li>
<li>Click the Options button (the 'Gear' icon), then make sure only the following are ticked:
<ul>
<li><span style="color: #ff0000;">System Memory</span></li>
<li><span style="color: #ff0000;">Hidden startup objects</span></li>
<li><span style="color: #ff0000;">Disk boot sectors</span></li>
<li><span style="color: #ff0000;">Local Disk (C: )</span></li>
<li><span style="color: #ff0000;">Also any other drives (Removable that you may have)</span></li>
</ul>
</li>
<li>Then click on <>Actions</> on the left hand side</li>
<li>Click <>Select Action</>, then make sure both <>Disinfect</> and <>Delete if disinfection fails</> are ticked</li>
<li>Click on <>Automatic Scan</></li>
<li>Now click the <>Start Scanning</> button, to run the scan</li>
<li>After the scan is complete, click the reports button ('Paper icon', next to the 'Gear' icon) on the right hand side</li>
<li>Click <>Detected threats</> on the left</li>
<li>Now click the <>Save</> button, and save it as <>kaslog.txt</> to your <>Desktop</></li>
<li>Please attach kaslog.txt in your next reply.</li>
</ol>
<hr />
STEP 2: Run a scan with ESET Online Scanner
<ol>
<li>Download ESET Online Scanner utility from the below link
<><a title="External link" href="http://download.eset.com/special/eos/esetsmartinstaller_enu.exe" rel="nofollow">ESET ONLINE SCANNER DOWNLOAD LINK</a></> <em>(This link will automatically download ESET Online Scanner on your computer.)</em></li>
<li>Double click on the Eset installer program (esetsmartinstaller_enu.exe).</li>
<li>Check <>Yes, I accept the Terms of Use</></li>
<li>Click the <>Start</> button.</li>
<li>Check <>Scan archives</></li>
<li>Push the <>Start</> button.</li>
<li>ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.</li>
<li>When the scan completes, push <>List of found threats</></li>
<li>Push <>Export to Text file </> and save the file to your desktop using a unique name, such as <>ESET Scan</>. Include the contents of this report in your next reply.Note - when ESET doesn't find any threats, no report will be created.</li>
<li>Push the <>back</> button.</li>
<li>Push <>Finish</></li>
</ol>
<hr />
What's next?

Attach the following logs to your post (You can find here details on how to use the Attachment System):

1.Kaspersky log
2.ESET log
3.Let me know if you had any problems with the above instructions and also let me know how things are running now!

 

[Littlebits]

Have you tried to run Malwarebytes in Windows Safe Mode?

Most malware can not function in Windows Safe Mode including rootkits, therefore the scan should complete.

1. Reboot your computer
2. Keep pressing the "F8" key while booting until you come to the Safe Mode screen.
3. Select "Safe Mode with Networking"
4. After Windows completely loads, update Malwarebytes and try a complete scan.

Edit, looks like you already tried this, maybe Safe Mode is damaged try repairing it. http://blog.didierstevens.com/2007/02/19/restoring-safe-mode-with-a-reg-file/

Good Luck.

 

[Jack]

Have you tried to run Malwarebytes in Windows Safe Mode?

We've already managed to run Malwarebytes , by using the Chameleon mode.... http://malwaretips.com/Thread-Cannot-run-scan-in-Malwarebytes?pid=74353#pid74353 ..

 

[Loanmi2]

For some reason Kaspersky does not seem to install properly to my comp. The first time it looked like it did and after the scan was 1/2 way it shut down my comp. I started it up again tried it again but after several hours running it had only gone about 9% so I had to stop it from running to shut down and get to sleep. Now I am looking for the program to start it and it's not on the desktop, I did a search and found it in the downloads but it still looks like it's nost installed. I will try to install it again...

Ok loanmi2,please perform this scans and post the logs...

STEP 1: Run a scan with Kaspersky Virus Removal Tool
<ol><li>Download Kaspersky Virus Removal Tool from the below link and then double click on it to start this utility.
<><a title="External link" href="http://www.kaspersky.com/antivirus-removal-tool?form=1" rel="nofollow">KASPERSKY VIRUS REMOVAL TOOL</a></> <em>(This link open an new webpage from where you can download Kaspersky Virus Removal Tool on your computer.)</em></li>
<li>Follow the onscreen prompts until it is installed</li>
<li>Click the Options button (the 'Gear' icon), then make sure only the following are ticked:
<ul>
<li><span style="color: #ff0000;">System Memory</span></li>
<li><span style="color: #ff0000;">Hidden startup objects</span></li>
<li><span style="color: #ff0000;">Disk boot sectors</span></li>
<li><span style="color: #ff0000;">Local Disk (C: )</span></li>
<li><span style="color: #ff0000;">Also any other drives (Removable that you may have)</span></li>
</ul>
</li>
<li>Then click on <>Actions</> on the left hand side</li>
<li>Click <>Select Action</>, then make sure both <>Disinfect</> and <>Delete if disinfection fails</> are ticked</li>
<li>Click on <>Automatic Scan</></li>
<li>Now click the <>Start Scanning</> button, to run the scan</li>
<li>After the scan is complete, click the reports button ('Paper icon', next to the 'Gear' icon) on the right hand side</li>
<li>Click <>Detected threats</> on the left</li>
<li>Now click the <>Save</> button, and save it as <>kaslog.txt</> to your <>Desktop</></li>
<li>Please attach kaslog.txt in your next reply.</li>
</ol>
<hr />
STEP 2: Run a scan with ESET Online Scanner
<ol>
<li>Download ESET Online Scanner utility from the below link
<><a title="External link" href="http://download.eset.com/special/eos/esetsmartinstaller_enu.exe" rel="nofollow">ESET ONLINE SCANNER DOWNLOAD LINK</a></> <em>(This link will automatically download ESET Online Scanner on your computer.)</em></li>
<li>Double click on the Eset installer program (esetsmartinstaller_enu.exe).</li>
<li>Check <>Yes, I accept the Terms of Use</></li>
<li>Click the <>Start</> button.</li>
<li>Check <>Scan archives</></li>
<li>Push the <>Start</> button.</li>
<li>ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.</li>
<li>When the scan completes, push <>List of found threats</></li>
<li>Push <>Export to Text file </> and save the file to your desktop using a unique name, such as <>ESET Scan</>. Include the contents of this report in your next reply.Note - when ESET doesn't find any threats, no report will be created.</li>
<li>Push the <>back</> button.</li>
<li>Push <>Finish</></li>
</ol>
<hr />
What's next?

Attach the following logs to your post (You can find here details on how to use the Attachment System):

1.Kaspersky log
2.ESET log
3.Let me know if you had any problems with the above instructions and also let me know how things are running now!

 

[Loanmi2]

Here are the logs of the reports. It looks like I still have files infected... Should I have pushed any buttons in ESET scan to get these taken care of?
Thank you for all your help.