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Live Security Platinum - cannot download any programs to remove this virus
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<blockquote data-quote="Jack" data-source="post: 67450" data-attributes="member: 1"><p>Hi and welcome to the malwaretips.com forums!</p><p></p><p>I'm <strong>Jack</strong> and I am going to try to assist you with your problem. Please take note of the below: </p><ul> <li data-xf-list-type="ul">I will start working on your malware issues, this may or may not, solve other issues you have with your machine.</li> <li data-xf-list-type="ul">The fixes are specific to your problem and should only be used for this issue on this machine!</li> <li data-xf-list-type="ul">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.</li> <li data-xf-list-type="ul">If you don't know, <strong>stop and ask</strong>! Don't keep going on.</li> <li data-xf-list-type="ul">Please reply to this thread. Do not start a new topic.</li> <li data-xf-list-type="ul">Refrain from running self fixes as this will hinder the malware removal process.</li> <li data-xf-list-type="ul">It may prove beneficial if you print of the following instructions or save them to notepad as I post them.</li> </ul><p><span style="color: #FF0000">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.</span></p><p></p><p></p><p><span style="color: #0000CD"><strong>Before we start:</strong></span></p><p>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. </p><p></p><p><span style="font-size: 15px"><strong>Because of this, I advise you to backup any personal files and folders before you start.</strong> </span></p><p><hr /></p><p>You should be able to run both scans while in Normal mode...</p><p><span style="font-size: 15px">STEP 1: Run a scan with Malwarebytes Anti-Malware in Chamelon mode</span></p><p></p><p><ol></p><p> <li>Download <<strong>>Malwarebytes Chameleon from <a title="External link" href="http://downloads.malwarebytes.org/file/chameleon" rel="nofollow external">here</a> </<strong>>and extract it to a folder in a convenient location</li></strong></strong></p><p><strong><strong> <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></strong></strong></p><p><strong><strong> <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><<strong>>Note:</<strong>> Do not attempt to open <<strong>>mbam-killer</<strong>> as that is not a Chameleon executable and serves a different purpose)</em></li></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong> <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></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong> <li>Once it has done this, it will attempt to update Malwarebytes Anti-Malware, click <<strong>>OK</<strong>> when it says that the database was updated successful</li></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong> <li>Next, Malwarebytes Anti-Malware will automatically open and perform a Quick scan</li></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong> <li>Upon completion of the scan, if anything has been detected, click on <<strong>>Show Result</<strong>></li></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> <li>Have Malwarebytes Anti-Malware remove any threats that are detected and click <<strong>>Yes</<strong>> if prompted to reboot your computer to allow the removal process to complete</li></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> <li>After your computer restarts, open <<strong>>Malwarebytes Anti-Malware</<strong>> and perform a Full System scan to verify that there are no remaining threats</li></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong>Please add both logs in your next reply.</strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong></ol></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><span style="font-size: 15px">STEP 2: Run a scan with RogueKiller</span></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><ol></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> <li>Please <<strong>>download the latest official version of </<strong>><<strong>>RogueKiller</<strong>>.</strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><a href="http://www.sur-la-toile.com/RogueKiller/RogueKiller.exe" rel="nofollow" target="_blank"><strong>RogueKiller Download Link</strong></a> <em>(This link will automatically download RogueKiller on your computer)</em></li></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> <li><<strong>>Double click on RogueKiller.exe</<strong>> to start this utility and then <<strong>>wait for the Prescan to complete</<strong>>.This should take only a few seconds and then you can <<strong>>click the Start button</<strong>> to perform a system scan.</strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><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></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> <li>After the scan has completed, <<strong>>press the Delete button</<strong>> to remove any malicious registry keys.</strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><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></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> <li>Next we will need to restore your shortcuts, <<strong>>so click on the ShortcutsFix button </<strong>>and allow the program to run.</strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><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></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong></ol></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong>The report has been created on the desktop.In your next reply please post: </strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong> </strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong>All RKreport.txt </strong> text files located on your desktop.</strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><hr /></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><span style="font-size: 15px"><strong>What's next?</strong></span></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><span style="font-size: 15px"></span></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><span style="font-size: 15px">Please add in your next reply:</span></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><span style="font-size: 15px">1.Malwarebytes log</span></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><span style="font-size: 15px">2.RogueKiller logs</span></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p><p><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><strong><span style="font-size: 15px">3.Let me know if you had any problems with the above instructions and also <<strong>>let me know how things are running now!</<strong>></strong></strong></span></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></strong></p></blockquote><p></p>
[QUOTE="Jack, post: 67450, member: 1"] Hi and welcome to the malwaretips.com forums! I'm [b]Jack[/b] and I am going to try to assist you with your problem. Please take note of the below: [list] [*]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, [b]stop and ask[/b]! 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.[/list] [color=#FF0000]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.[/color] [color=#0000CD][b]Before we start:[/b][/color] 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. [SIZE=4][b]Because of this, I advise you to backup any personal files and folders before you start.[/b] [/SIZE] <hr /> You should be able to run both scans while in Normal mode... [SIZE=4]STEP 1: Run a scan with Malwarebytes Anti-Malware in Chamelon mode[/SIZE] <ol> <li>Download <[b]>Malwarebytes Chameleon from <a title="External link" href="http://downloads.malwarebytes.org/file/chameleon" rel="nofollow external">here</a> </[b]>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><[b]>Note:</[b]> Do not attempt to open <[b]>mbam-killer</[b]> 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 <[b]>OK</[b]> 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 <[b]>Show Result</[b]></li> <li>Have Malwarebytes Anti-Malware remove any threats that are detected and click <[b]>Yes</[b]> if prompted to reboot your computer to allow the removal process to complete</li> <li>After your computer restarts, open <[b]>Malwarebytes Anti-Malware</[b]> and perform a Full System scan to verify that there are no remaining threats</li> Please add both logs in your next reply. </ol> [SIZE=4]STEP 2: Run a scan with RogueKiller[/SIZE] <ol> <li>Please <[b]>download the latest official version of </[b]><[b]>RogueKiller</[b]>. <a href="http://www.sur-la-toile.com/RogueKiller/RogueKiller.exe" rel="nofollow" target="_blank">[b]RogueKiller Download Link[/b]</a> [i](This link will automatically download RogueKiller on your computer)[/i]</li> <li><[b]>Double click on RogueKiller.exe</[b]> to start this utility and then <[b]>wait for the Prescan to complete</[b]>.This should take only a few seconds and then you can <[b]>click the Start button</[b]> 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, <[b]>press the Delete button</[b]> 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, <[b]>so click on the ShortcutsFix button </[b]>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: [b]All RKreport.txt [/b] text files located on your desktop. <hr /> [SIZE=4][b]What's next?[/b] 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 <[b]>let me know how things are running now!</[b]>[/b][/b][/SIZE][b][b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b][/b] [/QUOTE]
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