Have Total PC Defender malware infection and Safe Mode won't work
- Thread starter jbmorgan
- Start date
Littlebits
Retired Staff
- May 3, 2011
- 3,893
Littlebits, is it possible to run Windows Safe Mode Fixer if I can't get into Windows? The malware has basically made it impossible to do anything in Windows.
Love the cat, by the way!
Love the cat, by the way!
Littlebits
Retired Staff
- May 3, 2011
- 3,893
Littlebits, I can boot into Windows normally, yes, but once I'm there the malware just immediately shuts down any program that I try to start up. So I have no way of getting into a browser to get Windows Safe Mode Fixer onto my computer - and even if I could, I don't think it would run, the malware would just block it.
Littlebits
Retired Staff
- May 3, 2011
- 3,893
So it is probably not going to be possible to run any removal tool until Safe Mode is repaired.
Follow this guide Kaspersky Rescue Disk
You will need to use another system to download and burn the CD/DVD.
Good Luck.
Follow this guide Kaspersky Rescue Disk
You will need to use another system to download and burn the CD/DVD.
Good Luck.
Well, the infected computer is an Asus eee PC with no CD drive, so I don't think this is an option.
Since I have a healthy laptop with Kaspersky and Malwarebytes and such things on it, isn't there a way to connect the two computers so that I can scan one from the other? Or is that too risky?
Otherwise I guess it'll have to be a trip to the shop.
Since I have a healthy laptop with Kaspersky and Malwarebytes and such things on it, isn't there a way to connect the two computers so that I can scan one from the other? Or is that too risky?
Otherwise I guess it'll have to be a trip to the shop.
Littlebits
Retired Staff
- May 3, 2011
- 3,893
Try using the USB method- http://support.kaspersky.com/faq/?qid=208286083
You do have USB ports on the system hopefully?
There are ways to connect it to another system but it is very risky you can infect your other system.
Do you have your Windows disk?
Thanks.
You do have USB ports on the system hopefully?
There are ways to connect it to another system but it is very risky you can infect your other system.
Do you have your Windows disk?
Thanks.
OK, I'll try the USB method (yes, eee PCs have USB ports). I don't have the Windows disc, however, since it didn't come with one.
- Jan 24, 2011
- 9,378
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:
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 />
Before building a bootable CD,lets try to run Malwarebytes Anti-Malware 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 the below link and extract it to a folder in a convenient location
<a title="External link" href="http://downloads.malwarebytes.org/file/chameleon" rel="nofollow external">MALWREBYTES CHAMELEON DOWNLOAD LINK</a> </>(This link will automatically download Malwarebytes Chameleon on your computer)</li>
<li>Make certain that your infected PC is connected to the internet and then open the folder you created or copied, on your infected computer and double-click on svchost.exe.
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></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!</>
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.
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 />
Before building a bootable CD,lets try to run Malwarebytes Anti-Malware 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 the below link and extract it to a folder in a convenient location
<a title="External link" href="http://downloads.malwarebytes.org/file/chameleon" rel="nofollow external">MALWREBYTES CHAMELEON DOWNLOAD LINK</a> </>(This link will automatically download Malwarebytes Chameleon on your computer)</li>
<li>Make certain that your infected PC is connected to the internet and then open the folder you created or copied, on your infected computer and double-click on svchost.exe.
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></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!</>
Last edited:
Dear Jack,
Thanks for your advice. However, the malware on my system is preventing me from opening any programs whatsoever, so I cannot run Malwarebytes or any other program on it right now. To make matters worse, my computer will not start in Safe Mode. Should I proceed with what Littlebits suggested, or do you have another idea?
Thanks for your advice. However, the malware on my system is preventing me from opening any programs whatsoever, so I cannot run Malwarebytes or any other program on it right now. To make matters worse, my computer will not start in Safe Mode. Should I proceed with what Littlebits suggested, or do you have another idea?
Dear Jack,
I downloaded the registry fix on my other computer. However, how do I run it on my infected laptop, since the malware is blocking all programs?
--John
I downloaded the registry fix on my other computer. However, how do I run it on my infected laptop, since the malware is blocking all programs?
--John
Dear Jack,
OK, the registry fix worked like a charm. I have attached that Malwarebytes and RogueKiller logs.
A couple of notes:I get a dll error message I've never seen before when I start up now, and also, my touchpad stopped working (although a mouse will still work).
--John
OK, the registry fix worked like a charm. I have attached that Malwarebytes and RogueKiller logs.
A couple of notes:I get a dll error message I've never seen before when I start up now, and also, my touchpad stopped working (although a mouse will still work).
--John
- Jan 24, 2011
- 9,378
It seems like you have a ZeroAccess rootkit infections.....
STEP 1: Run a scan with Kaspersky TDSSKiller
<ol>
<li>Download Kaspersky TDSKiller from the below link.
<><a title="External link" href="http://support.kaspersky.com/downloads/utils/tdsskiller.exe" rel="external">KASPERKSY TDSSKILLER DOWNLOAD LINK</a></> <em>(This link will automatically download Kaspersky TDSSKiller on your computer)</em>
</li>
<li>Double-click on <>TDSSKiller.exe</> to run the application.
<img src="http://img4.imageshack.us/img4/1907/tdss1.png" alt="Posted Image" /></li>
<li>Click <>Change parameters</>
<img src="http://img593.imageshack.us/img593/288/tdss2.png" alt="Posted Image" /></li>
<li>Check the boxes next to <>Verify Driver Digital Signature</> and <>Detect TDLFS file system</>, then click <>OK</>
<img src="http://img521.imageshack.us/img521/1456/tdss3.png" alt="Posted Image" /></li>
<li>Click on the <>Start Scan</> button to begin the scan and wait for it to finish.
<>NOTE:</> Do not use the computer during the scan!</li>
<li>During the scan it will look similar to the image below:
<img src="http://img6.imageshack.us/img6/9136/tdss4.jpg" alt="Posted Image" /></li>
<li>When it finishes, you will either see a report that no threats were found like below:
<img src="http://img696.imageshack.us/img696/9898/tdss5.jpg" alt="Posted Image" />
If no threats are found at this point, just click the <>Report</> selection on the top right of the form to generate a log. A log file report will pop which you can just close since the report file is already saved.</li>
<li>If any infection or suspected items are found, you will see a window similar to below:
<img src="http://img854.imageshack.us/img854/905/tdss7.jpg" alt="Posted Image" />
<ul>
<li>If you have files that are shown to fail <em>signature check</em> do not take any action on these. Make sure you select <>Skip</>. I will tell you what to do with these later. They may not be issues at all.</li>
<li>If <em>Suspicious objects</em> are detected, the default action will be Skip. Leave the default set to Skip.</li>
<li>If <em>Malicious objects</em> are detected, they will show in the Scan results. TDSSKiller automatically selects an action (Cure or Delete) for malicious objects
Make sure that <>Cure</> is selected. <>VERY IMPORTANT!</> - If <em>Cure</em> is not available, please choose <>Skip</> instead. DO NOT choose Delete unless instructed to do so.</li>
</ul>
</li>
<li>Click <>Continue</> to apply selected actions.</li>
<li>A reboot may be required to complete disinfection. A window like the below will appear:
<img src="http://img828.imageshack.us/img828/4812/tdss6.jpg" alt="Posted Image" />
Reboot immediately if TDSSKiller states that one is needed.</li>
<li>Whether an infection is found or not, a log file should have already been created on your C: drive (or whatever drive you boot from) in the root folder named something like <>TDSSKiller.2.1.1_2.12.2012_14.17.04_log.txt</> which is based on the program version # and date and time run.</li>
<li>Attach this log to your next reply.</li>
</ol>
<hr />
STEP 2: Run a scan with OTL by OldTimer
<ol><li>Download the OTL utility using the below link :
<><a title="External link" href="http://oldtimer.geekstogo.com/OTL.exe" rel="nofollow external">OTL DOWNLOAD LINK</a> <em>(This link will automatically download OTL on your computer)</em></></li>
<li>Double click on the icon to run it. Make sure all other windows are closed and to let it run uninterrupted.
<img src="http://malwaretips.com/blogs/wp-content/uploads/2012/07/OTL-logo.png" alt="" title="OTL-logo" width="106" height="118" class="alignnone size-full wp-image-3946" /></li>
<li>When the window appears, <>underneath Output</> at the top change it to <>Minimal Output</>.</li>
<li>Check the boxes beside <>LOP Check</> and <>Purity Check</>.</li>
<li>Click the<> Run Scan</> button.
<img src="http://malwaretips.com/blogs/wp-content/uploads/2012/07/OTL.png" alt="" title="OTL" width="658" height="584" class="alignnone size-full wp-image-3945" /></li>
<li>When the scan completes, it will open two notepad windows. <>OTL.Txt</> and <>Extras.Txt</>. These are saved in the same location as OTL.
<>Please post this 2 logs in your first reply.</>.</li></ol>
<em>Note: If OTL.exe will not run, it may be blocked by malware. Try these alternate versions: <a title="External link" href="http://www.itxassociates.com/OT-Tools/OTL.scr" rel="nofollow external">OTL.scr</a>, or <a title="External link" href="http://oldtimer.geekstogo.com/OTL.com" rel="nofollow external">OTL.com</a>.</em>
<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 TDSSKiller log
2.OTL log
3.Let me know if you had any problems with the above instructions and also let me know how things are running now!
STEP 1: Run a scan with Kaspersky TDSSKiller
<ol>
<li>Download Kaspersky TDSKiller from the below link.
<><a title="External link" href="http://support.kaspersky.com/downloads/utils/tdsskiller.exe" rel="external">KASPERKSY TDSSKILLER DOWNLOAD LINK</a></> <em>(This link will automatically download Kaspersky TDSSKiller on your computer)</em>
</li>
<li>Double-click on <>TDSSKiller.exe</> to run the application.
<img src="http://img4.imageshack.us/img4/1907/tdss1.png" alt="Posted Image" /></li>
<li>Click <>Change parameters</>
<img src="http://img593.imageshack.us/img593/288/tdss2.png" alt="Posted Image" /></li>
<li>Check the boxes next to <>Verify Driver Digital Signature</> and <>Detect TDLFS file system</>, then click <>OK</>
<img src="http://img521.imageshack.us/img521/1456/tdss3.png" alt="Posted Image" /></li>
<li>Click on the <>Start Scan</> button to begin the scan and wait for it to finish.
<>NOTE:</> Do not use the computer during the scan!</li>
<li>During the scan it will look similar to the image below:
<img src="http://img6.imageshack.us/img6/9136/tdss4.jpg" alt="Posted Image" /></li>
<li>When it finishes, you will either see a report that no threats were found like below:
<img src="http://img696.imageshack.us/img696/9898/tdss5.jpg" alt="Posted Image" />
If no threats are found at this point, just click the <>Report</> selection on the top right of the form to generate a log. A log file report will pop which you can just close since the report file is already saved.</li>
<li>If any infection or suspected items are found, you will see a window similar to below:
<img src="http://img854.imageshack.us/img854/905/tdss7.jpg" alt="Posted Image" />
<ul>
<li>If you have files that are shown to fail <em>signature check</em> do not take any action on these. Make sure you select <>Skip</>. I will tell you what to do with these later. They may not be issues at all.</li>
<li>If <em>Suspicious objects</em> are detected, the default action will be Skip. Leave the default set to Skip.</li>
<li>If <em>Malicious objects</em> are detected, they will show in the Scan results. TDSSKiller automatically selects an action (Cure or Delete) for malicious objects
Make sure that <>Cure</> is selected. <>VERY IMPORTANT!</> - If <em>Cure</em> is not available, please choose <>Skip</> instead. DO NOT choose Delete unless instructed to do so.</li>
</ul>
</li>
<li>Click <>Continue</> to apply selected actions.</li>
<li>A reboot may be required to complete disinfection. A window like the below will appear:
<img src="http://img828.imageshack.us/img828/4812/tdss6.jpg" alt="Posted Image" />
Reboot immediately if TDSSKiller states that one is needed.</li>
<li>Whether an infection is found or not, a log file should have already been created on your C: drive (or whatever drive you boot from) in the root folder named something like <>TDSSKiller.2.1.1_2.12.2012_14.17.04_log.txt</> which is based on the program version # and date and time run.</li>
<li>Attach this log to your next reply.</li>
</ol>
<hr />
STEP 2: Run a scan with OTL by OldTimer
<ol><li>Download the OTL utility using the below link :
<><a title="External link" href="http://oldtimer.geekstogo.com/OTL.exe" rel="nofollow external">OTL DOWNLOAD LINK</a> <em>(This link will automatically download OTL on your computer)</em></></li>
<li>Double click on the icon to run it. Make sure all other windows are closed and to let it run uninterrupted.
<img src="http://malwaretips.com/blogs/wp-content/uploads/2012/07/OTL-logo.png" alt="" title="OTL-logo" width="106" height="118" class="alignnone size-full wp-image-3946" /></li>
<li>When the window appears, <>underneath Output</> at the top change it to <>Minimal Output</>.</li>
<li>Check the boxes beside <>LOP Check</> and <>Purity Check</>.</li>
<li>Click the<> Run Scan</> button.
<img src="http://malwaretips.com/blogs/wp-content/uploads/2012/07/OTL.png" alt="" title="OTL" width="658" height="584" class="alignnone size-full wp-image-3945" /></li>
<li>When the scan completes, it will open two notepad windows. <>OTL.Txt</> and <>Extras.Txt</>. These are saved in the same location as OTL.
<>Please post this 2 logs in your first reply.</>.</li></ol>
<em>Note: If OTL.exe will not run, it may be blocked by malware. Try these alternate versions: <a title="External link" href="http://www.itxassociates.com/OT-Tools/OTL.scr" rel="nofollow external">OTL.scr</a>, or <a title="External link" href="http://oldtimer.geekstogo.com/OTL.com" rel="nofollow external">OTL.com</a>.</em>
<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 TDSSKiller log
2.OTL log
3.Let me know if you had any problems with the above instructions and also let me know how things are running now!
Last edited:
Dear Jack,
I apologize that it's taken me a while to do this. The two logs you requested are below. There were no problems and my system seems to be running normally now. I had to reboot before I ran the scans, and I noticed that there was no dll error message this time, and the touchpad has started working again. While I was running OTL, it set off my virus protection at one point (Microsoft Security Essentials), but otherwise nothing happened.
--John
I apologize that it's taken me a while to do this. The two logs you requested are below. There were no problems and my system seems to be running normally now. I had to reboot before I ran the scans, and I noticed that there was no dll error message this time, and the touchpad has started working again. While I was running OTL, it set off my virus protection at one point (Microsoft Security Essentials), but otherwise nothing happened.
--John
Dear Jack,
OK, I ran it again. The log is attached. There was no "cure" option for that file, so I just had TDSSKiller delete it. I hope that was OK.
--John
OK, I ran it again. The log is attached. There was no "cure" option for that file, so I just had TDSSKiller delete it. I hope that was OK.
--John
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