Hidden/locked files, profile messed up

[Major Gnarl]

My wife's computer has now, for the second or third time since purchase a couple of years back, been infected with what I think is the S.M.A.R.T. virus, or something like that. The symptoms are all the same, but this time I haven't noticed any fake software telling me about the problem. The computer is just broken as if the virus is active (as describe above).

I did run all the necessary steps to remove this crap but without success. Malwarebytes Anti-malware did find and remove some trojans with a quick scan. Later it found additionally two of them with a deep scan, and HitmanPro picked up 5-6 of them afterwards. Now running Emsisofts Emergency Kit the computer appears to be clean. Still the problem persists.

I can't access the files, nor see them. And the user profile is gone. Now there's only the standard wallpaper and a few of the custom installed shortcuts in the desktop. Tray and Quick launch are default with only iExplorer, Explorer and WMP.

The problem with the removal process though, is unhide. It says "the folder does not exist, as seen in this pic:

http://nutopia.se/wp-content/uploads/2012/11/pic1.jpg

And as seen in this pic, there's no smtmp folder there. It has not been removed by me though. I have done nothing outside the instructions on how to fix this, so I guess the folder wasn't there to begin with?

http://nutopia.se/wp-content/uploads/2012/11/pic3.jpg

And this is what it looks like under Computer->localdisk( c: )->user

http://nutopia.se/wp-content/uploads/2012/11/pic2.jpg

It feels like I've tried everything now, but it still won't go away.

So in short: Malwarebytes/HitmanPro/Emsisoft do not show any viruses anymore. They did, but they are now taken care of according to the software. Unhide doesn't work, claiming the folder does not exist.

I'm stuck. Been at this for almost 10 hours now. Any help would be appreciated.

I could not run OTL (exe, scr and com failed. "cannot be run from a temp directory", or something. Even though it was placed on the desktop).

Is OTL absolutely necessary?

Sorry for the wall of text. I hope I was clear enough for someone to understand my problem.

 

[kuttus]

Hi and welcome to the malwaretips.com forums!

I'm Kuttus 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 />

Go to the location C:\User\

Over there do you see a folder called Tempan.TEMP??? how many folders are there? Let me know all of the names you can see there.......

Please send me the screen shots if possible...

 

[Major Gnarl]

We continue via PM or here? This thread didn't update until after all your replies via PM!

 

[kuttus]

Hi Major Gnarl ,

Please login to your new User Account and send me the Screenshots of the Folder C:\Users\

What is the Last Folder Name in this Image.

Means the name of the Folder after Temp.Anneli-VAIO.008

 

[Major Gnarl]

The pic of the new account should be in your PM inbox (pic4), in the latest message from me.

The name of the last folder is "Public"

 

[kuttus]

Please run the follwoing tools so that I can check logs file of your computer.

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><>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</></li>
<li>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.
   - If you are prompted to install Windows Recovery Console or update Combofix please allow this requests.
2. Accept the disclaimer and allow to update if it asks
3. Combofix will now start scanning your computer.
4. 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 />
STEP 2: 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 />

What's next?

Please post in your next reply:
1.Combofix log
2. Kaspersky TDSSKiller
3.Let me know if you had any problems with the above instructions and also <>let me know how things are running now!</>
[/quote]

 

[Major Gnarl]

I'll just attach the new picture here as well. This is c:/users on the new account (bloodberry).

http://nutopia.se/wp-content/uploads/2012/11/pic4.jpg

EDIT: logs for the above are coming asap.

 

[Major Gnarl]

Here are the logs for ComboFix and TDSSkiller.

 

[kuttus]

Hi,

Follow this steps also..


STEP 1: Run a HitmanPro scan
<ol>
<li><>Download the latest official version of HitmanPro</>.
<a href="http://www.surfright.nl/en/hitmanpro/" rel="nofollow" target="_blank"> <>HITMANPRO DOWNLOAD LINK</></a> <em>(This link will open a download page in a new window from where you can download HitmanPro)</em></li>
<li>Start HitmanPro by <>double clicking on the previously downloaded file.</> and then following the prompts.
<img src="http://malwaretips.com/images/removalguide/hpro4.png" alt="[Image: hitmanproscan4.png]" border="0" /></li>
<li>Once the scan is complete, a screen displaying all the malicious files that the program found will be shown as seen in the image below.After reviewing each malicious object click <>Next</> .
<img src="http://malwaretips.com/blogs/wp-content/uploads/2012/02/rsz_hpro5.png" alt="[Image: hitmanproscan5.png]" border="0" /></li>
<li>Click <>Activate free license</> to start the free 30 days trial and remove the malicious files.
<img src="http://malwaretips.com/images/removalguide/hpro6.png" alt="[Image: hitmanproscan6.png]" border="0" /></li>
<li>HitmanPro will now start removing the infected objects, and in some instances, may suggest a reboot in order to completely remove the malware from your system. In this scenario, always confirm the reboot action to be on the safe side.
</ol>
Add to your next reply, any log that HitmanPro might generate.
<hr />

You should be able to run both scans while in Normal mode...
STEP 2: 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>

<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. HitmanPro Log
2. Malwarebytes Anti-Malware log
2. Let me know if you had any problems with the above instructions and also <>let me know how things are running now!</>

<hr />

 

[Major Gnarl]

Here are the requested logs for HitmanPro and Malwarebytes Anti-malware (quick and full scan).

 

[kuttus]

It seems there is some unwanted and harmless programs on the computer. Like Babylon toolbar ,Funmoods, and AskBar.
Lets run the following tools:
STEP 1: Run a scan with Security Check
<ol><li>Download <>Security Check</> from the below link:
<a href="http://screen317.spywareinfoforum.org/SecurityCheck.exe" target="_blank">SECURITY CHECK DOWNLOAD LINK</a> (This link will automatically download Security Check on your computer)</li>
<li>Double-click <>SecurityCheck.exe</></li>
<li>Follow the onscreen instructions inside of the black box.</li>
<li>A <>Notepad</> document should open automatically called <>checkup.txt</>; please post the contents of that document.
</ol>
<hr/>
STEP 2: Run a scan with AdwCleaner

<ol><li>Download AdwCleaner from the below link.
<><a href="http://general-changelog-team.fr/fr/downloads/finish/20-outils-de-xplode/2-adwcleaner" target="_blank">ADWCLEANER DOWNLAOD LINK</a></> (This link will automatically download Security Check on your computer)</li>

<li>Close all open programs and internet browsers.</li>
<li>Double click on <>adwcleaner.exe</> to run the tool.</li>
<li>Click on <>Delete</>,then confirm each time with <>Ok</>.</li>
<li>Your computer will be rebooted automatically. A text file will open after the restart.</li>
<li>Please post the contents of that logfile with your next reply.</li>
<li>You can find the logfile at <>C:\AdwCleaner[S1].txt</> as well.</li>
</ol>
What's next?

Attach the following logs to your post (You can find here details on how to use the Attachment System):
1.Security Check log
2.AdwCleaner log
3.Let me know if you had any problems with the above instructions and also let me know how things are running now!

 

[Major Gnarl]

Here are the requested log files!

 

[kuttus]

Please try the following steps now.

Run a scan with ESET and Kaspersky virus removal tool:
STEP 1: 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 />

STEP 2: 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 />

What's next?

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

 

[Major Gnarl]

Sorry for the late reply, the kaslog took forever. Anyway, here comes both logs.

 

[kuttus]

It seems there is some issues in the Java program installed on the computer. Lets fix it first and then we can fix the issues with the user profile....

STEP 1 : Check and make sure you are using the Latest version of Java on your computer.

<img src="http://users.telenet.be/bluepatchy/miekiemoes/images/javaicon.gif" alt="Posted Image" /> <>UPDATE JAVA</>

Your version of <>Java</><> is out of date</>. Older versions have vulnerabilities that malicious sites can use to exploit and infect your system. Please follow these steps to remove older versions of <>Java</> components and update:
<ul>
<li>Please download <a title="External link" href="http://singularlabs.com/software/javara/javara-download/" rel="nofollow external"><>JavaRa</></a> to your desktop.
<ul>
<li>Click the <>Download</> button next to <>Windows Binary (.zip)</> Version 1.16 to download <>JavaRA</> and unzip it to its own folder.</li>
</ul>
</li>
<li><>Run JavaRa.exe</></li>
<li>Pick the language of your choice and click <>Select</>. Then click <>Remove Older Versions</>. Accept any prompts.
<img src="http://singularlabs.com/wp-content/uploads/2011/05/JavaRa1.png" alt="Posted Image" /></li>
<li><>Open JavaRa.exe again</> and select <>Search For Updates</>.</li>
<li>Select <>Update Using Sun Java's Website</> then click <>Search</> and click on the <>Open Webpage</> button. Download and install the latest Java Runtime Environment (JRE) version for your computer.
</li>
</ul>
<hr />

STEP 2 : Fix the issues with the User Profile...  

To Fix the corrupted user profile we can use 3 method.
1. Editing Registry Method.
2. Log on to Windows and copy your data to a new account.
3. Delete the error SID and create a new profile from registry.

Registry Editing method's are little complected one and risky also.
Same time we already created a new user profile we can go with 2nd option.

To copy files to the new user profile from the old user profile

Login to your old user profile. (It will be creating another temporary user profile automatically.)

Now go to the folder C:\Users\TEMP over there you can see lots of folders.

• 
  1. Please select the Tools menu and click Folder Options.
  2. After the new window appears select the View tab.
  3. Clear the checkmark in the checkbox labeled Display the contents of system folders.
  4. Under the Hidden files and folders section select the radio button labeled Show hidden files and folders.
  5. Remove the checkmark from the checkbox labeled Hide protected operating system files.
  6. After this please press the Apply button and then the OK

NOTE : If you are not able to see the Tools Menu press on ALT key on your keyboard just once.

Select and Copy all of the files and folders in this folder C:\Users\TEMP, except the following files

• Ntuser.dat
• Ntuser.dat.log
• Ntuser.ini

Now Go to the folder C:\Users\Bloodberry and Paste the copied files and folders.

It will take little time depends on the amount of data in your old user account..

After completing it Log off, and then log back on as the new user Bloodberry.

If you have a Email Program Like Outlook let me know... After login to your new user profile called Bloodberry you can see all of your personal files and settings...
<hr />

What's next?

Attach Screenshots if you are facing any issues...

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

 

[Major Gnarl]

I have problems here:

1. I cannot install JRE properly, not even when downloading directly from Java.com. During the installation an error message pops up, saying:

Downloaded File
C:\Users\Bloodberry\AppData\LocalNow\Sun\Java\jre1.7.0_09\java_sp.dll is corrupt

2. When trying to copy data to the new account, this is all I see in C:\users\TEMP (show hidden files and folders is checked)

http://nutopia.se/wp-content/uploads/2012/11/pic5.jpg

And this is what I see directly under C:\Users

http://nutopia.se/wp-content/uploads/2012/11/pic6.jpg

The pics above are when logged in to Anneli, the old user.
Also, there's no option called Display the contents of system folders under the view tab in Windows 7.

Where to go from here? :huh:

 

[kuttus]

Hi,

Open the folder C:\Users\TEMP.Anneli-VAIO\My Pictures
C:\Users\TEMP.Anneli-VAIO\My Documents
C:\Users\TEMP.Anneli-VAIO\Favorites


And check if you can see your personal files like Pictures, Favorites and Documents in that folder...

Check this without Enabling the Display the contents of system folders

 

[Major Gnarl]

All the TEMP.Anneli-Vaio folders contain nothing but "AppData", which leads to Local and Roaming folders which are empty except for some Internet Explorer history with an index file in it.

The only folder containing anything else is TEMP.Anneli-VAIO.008, which has the default library folders in it such as Downloads, My Documents, My Pictures etc, but they are all empty.


And about the Display the contents of system folders, I mean there's no such option. I can't check/uncheck it because it's not there at all! :huh:

 

[kuttus]

Hi,

Please check the Folder Options once again and check if you are selected the following options as in the Image..

After that check for folders in

C:\Users\TEMP and C:\Users\TEMP.Anneli-VAIO

 

[Major Gnarl]

It's like that, and the folder only shows AppData :/