Infection date and initial symptoms
11-8-15; This isn't my computer i'm posting for a friend. She downloaded something that got her a really bad virus (i'm guessing trojan from the state of it, not 100% on that) so i tried to fix it by installing malwarebytes because that's how i deleted a really bad trojan from my laptop by myself. After running the scan and deleting the infected files it shows, her computer now has lost internet connection.

also i'm not sure if this matters but i have better internet than what she has at her home, and the connection on her laptop was much slower (before this happened) when connecting to my internet for some reason.
Current issues and symptoms
I haven't got her here to look for myself, but i'm guessing she's tried all web browsers, internet isn't connecting at all.
Steps taken in order to remove the infection
Ran several scans using Norton and Malwarebytes and deleted the viruses that show up up until this point. i've tried to uninstall some malicious programs in the Uninstall Programs folder and so far that hasn't fixed anything.

TheSettingSunn

New Member
My friend got a really bad virus from trying to download a game, so i installed Malwarebytes, ran a scan to delete the virus. After the scan, she clicked to the delete the virus files, but now her internet is unable to connect.

I'm not sure how to post the FRST scan log if she's not able to connect to the internet to download the file as well? so i'm guessing this requires some usb transfering, but would like to ask to make sure it does before we get started.
 

TwinHeadedEagle

Removal Expert
Verified
Staff member
Hello,



They call me TwinHeadedEagle around here, and I'll be working with you.



Before we start please read and note the following:
  • At the top of your post, please click on the "Watch thread" button and make sure to check Watch this thread...and receive email notifications. This will send an email to you as soon as I reply to your topic, allowing me to solve your problem faster.
  • Please do not install any new software during the cleaning process other than the tools I provide for you. This can hinder the cleaning process. Please do not perform System Restore or any other restore.
  • Instructions I give to you are very simple and made for complete beginner to follow. That's why you need to read through my instructions carefully and completely before executing them.
  • Please do not run any tools other than the ones I ask you to, when I ask you to. Some of these tools can be very dangerous if used improperly. Also, if you use a tool that I have not requested you use, it can cause false positives, thereby delaying the complete cleaning of your machine.
  • All tools we use here are completely clean and do not contain any malware. If your antivirus detects them as malicious, please disable your antivirus and then continue.
  • If during the process you run across anything that is not in my instructions, please stop and ask. If any tool is running too much time (few hours), please stop and inform me.
  • I visit forum several times at day, making sure to respond to everyone's topic as fast as possible. But bear in mind that I have private life like everyone and I cannot be here 24/7. So please be patient with me. Also, some infections require less, and some more time to be removed completely, so bear this in mind and be patient.
  • Please stay with me until the end of all steps and procedures and I declare your system clean. Just because there is a lack of symptoms does not indicate a clean machine. If you solved your problem yourself, set aside two minutes to let me know.
  • Please attach all report using
    button below. Doing this, you make it easier for me to analyze and fix your problem.

  • Do not ask for help for your business PC. Companies are making revenue via computers, so it is good thing to pay for the repair.
  • If I don't hear from you within 3 days from this initial or any subsequent post, then this thread will be closed.




Rules and policies

We won't support any piracy.
That being told, if any evidence of illegal OS, software, cracks/keygens or any other will be revealed, any further assistance will be suspended. If you are aware that there is this kind of stuff on your machine, remove it before proceeding!
The same applies to any use of P2P software: uTorrent, BitTorrent, Vuze, Kazaa, Ares... We don't provide any help for P2P, except for their removal. All P2P software has to be uninstalled or at least fully disabled before proceeding!

Failure to follow these guidelines will result with closing your topic and withdrawning any assistance.



Scan with Farbar Recovery Scan Tool

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatibale with your system. If you are not sure which version applies to your system download both of them and try to run them.
Only one of them will run on your system, that will be the right version.


  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it makes also another log (Addition.txt). Please attach it to your reply.
 

TheSettingSunn

New Member
Okay, I just wanted to update you, my friend told me as she was restarting her computer after deleting the virus malwarebytes found that her computer sat with a black screen for about 5 minutes before slowly rebooting.

Also, she is at my house using my internet and it says her laptop is connected to our family internet, but it wont open any internet pages and the page says "DNS_PROBE_FINISHED_NO_INTERNET". I went to her network settings and it says the ipv4 is connected but ipv 6 says no internet connection.

I just found this out and thought I'd let you know! here are the files Farbar gave me:
 

Attachments

TwinHeadedEagle

Removal Expert
Verified
Staff member
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 BrowserAppCore Service Chrome
  • WinRAR Packages
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.
 

Attachments

TheSettingSunn

New Member
Okay so i uninstalled those programs, now her internet says it's connected at her house, but it does the same thing it does at my house and only opens google but no other pages.

also, where do i place the fix txt file? slightly confused on that part.
 

TwinHeadedEagle

Removal Expert
Verified
Staff member
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.
 

TheSettingSunn

New Member
Sorry she just barely updated me, she said wrong aha. Internet is up and working again on her laptop. THANK YOU SO MUCH you're amazing at this ;v; thank you for your time;;;
 

TwinHeadedEagle

Removal Expert
Verified
Staff member
I need all MalwareBytes reports:

Please re-run
Malwarebytes' Anti-Malware.
  • Click the History tab.
  • Click Application Logs and double-click the newest Scan Log.
  • At the bottom click Export and choose Text file.
Save the file to your desktop and include its content in your next reply.