Hi kimmy0127

We connected to Dell last night and did what they told us, that didn't fix the problem.

You say that you downloaded Hijackthis. Please post your log per instructions here:

Please Read This Before Posting For Malware Removal Help

Your HijackThis log is incomplete so I can't use that.

Let's try a scan with MBAM. * If you are unable to install MBAM on your computer, see if you can use a friend's or family member's computer to download MBAM. Use the update link mentioned below to manually update. Once downloaded, rename the program installer "mbam-setup.exe" file to something else like "kimmy.exe". Copy the installer file and the update file to a CD or flash drive. Transfer the files to the infected computer. Install the "kimmy.exe" file, then run the update so that you will have the current definitions. Use Safemode with Networking if you have to. After that, run a full system scan and select to have the program REMOVE whatever it finds.

  Please download Malwarebytes Anti-Malware and save it to your desktop.
alternate download link 1
alternate download link 2

• Make sure you are connected to the Internet.
• Double-click on mbam-setup.exe to install the application.
• When the installation begins, follow the prompts and do not make any changes to default settings.
• When installation has finished, make sure you leave both of these checked:
  • Update Malwarebytes' Anti-Malware
  • Launch Malwarebytes' Anti-Malware
• Then click Finish.

MBAM will automatically start and you will be asked to update the program before performing a scan.

• If an update is found, the program will automatically update itself.
• Press the OK button to close that box and continue.
• If you encounter any problems while downloading the updates,
• manually download them from here
  and just double-click on mbam-rules.exe to install.
  Alternatively, you can update through MBAM's interface from a clean computer,
  copy the definitions (rules.ref) located in
  C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes'
  Anti-Malware from that system to a usb stick or CD and then copy it to the infected machine.

On the Scanner tab:

• Make sure the "Perform Quick Scan" option is selected.
• Then click on the Scan button.
• If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
• The scan will begin and "Scan in progress" will show at the top.
• It may take some time to complete so please be patient.
  
• When the scan is finished, a message box will say "The scan completed successfully.
• Click 'Show Results' to display all objects found".
  
• Click OK to close the message box and continue with the removal process.

Back at the main Scanner screen:

• Click on the Show Results button to see a list of any malware that was found.
• Make sure that everything is checked, and click Remove Selected.
• When removal is completed, a log report will open in Notepad.
• The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
• Copy and paste the contents of that report along with a new HijackThis log into your next reply and exit MBAM.

Note:-- If MBAM encounters a file that is difficult to remove,
you may be asked to reboot your computer so it can proceed with the disinfection process.
Regardless if prompted to restart the computer or not, please do so immediately.
Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware.

-- MBAM may make changes to your registry as part of its disinfection routine.
If you're using other security programs that detect registry changes (like Spybot's Teatimer),
they may interfere with the fix or alert you after scanning with MBAM.
Please disable such programs until disinfection is complete or permit them to allow the changes.

**If you need to re-install MBAM but encounter issue in re-installing, try using the MBAM Cleanup Utility by downloading it from HERE

malware won't install. we did the cleanup utility and tried to reinstall, but it gets right to the end of finishing installing and freezes. what next??

Did you rename MBAM before transferring it to the infected computer?

 If that did not work, please print these instructions using your clean computer. Delete your copy of MBAM.

1. Please download Rkill by Grinler from here Rkill and save it to your desktop.  If that does not work try this alternate Link

• Double-click on the Rkill desktop icon to run the tool in order to automatically attempt to stop any processes associated with Security Tool and other Rogue programs.
• If using Vista, right-click on it and Run As Administrator.
• Please be patient while the program looks for various malware programs and ends them. When it has finished, the black window will automatically close and you can continue with the next step. If you get a message that rkill is an infection, please ignore it, and run rkill.com again. This message is just a fake warning given by the malware when it terminates programs that may potentially remove it.
  Therefore, please run rkill quite a few times until the malware is no longer running. You will then be able to proceed with the rest of the instructions below.
  Do not reboot your computer after running rkill as the malware programs will start again.
  
  2. Now you should download Malwarebytes' Anti-Malware, or MBAM, from one of the following locations and save it to your desktop:
  
  Malwarebytes Anti-Malware
  alternate download link 1
  alternate download link 2
  
  
  3. Once downloaded, close all programs and Windows on your computer, including this one.
  
  4. Double-click on the icon on your desktop named mbam-setup.exe. This will start the installation of MBAM onto your computer.
  
  5. When the installation begins, keep following the prompts in order to continue with the installation process. Do not make any changes to default settings and when the program has finished installing and is at the last screen, make sure you uncheck both of the Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware check boxes. Then click on the Finish button. If Malwarebytes' prompts you to reboot, please do not do so.
  
  6. As this infection deletes a core executable of Malwarebytes' we will need to download a new copy of it and put it in the C:\program files\Malwarebytes' Anti-Malware\ folder. To download the file please click on the following link:
  Malwarebytes Anti-Malware
  
  When your browser prompts you where to save it to, please save it to the C:\program files\Malwarebytes' Anti-Malware\ folder. When downloading the file, it will have a random filename. Please leave the filename the way it is as it is important that it is not changed. You may want to write down the name of the file as you will need to know the name in the next step.
  
  7. Once the file has been downloaded, open the C:\program files\Malwarebytes' Anti-Malware\ folder and double-click on the file you downloaded in step 8. MBAM will now start and you will be at the main program screen.
  
  8. Before you can perform a scan, you must first update the program. To do this click on the Update tab, and that at the new screen click on the Check for Updates button. Malwarebytes' will now check for new updates and download and install them as necessary. When the update is completed, you will be prompted with a message stating either that you already have the latest updates or that they have been updated. Either way, you should now click on the OK button to continue.
  
  9. Now click on the Scanner tab and make sure the the Perform full scan option is selected. Then click on the Scan button to start scanning your computer for Security Tool related files.
  
  10. MBAM will now start scanning your computer for malware. This process can take quite a while, so we suggest you go and do something else and periodically check on the status of the scan.
  When the scan is finished a message box will appear.
  
  11. You should click on the OK button to close the message box and continue with the malware removal removal process.
  
  12. You will now be back at the main Scanner screen. At this point you should click on the Show Results button.
  
  13. A screen displaying all the malware that the program found will be shown.
  
  14. When MBAM has finished removing the malware, it will open the scan log and display it in Notepad. Review the log as desired, and then close the Notepad window.
  
  15. Please post that log in your next reply here.
  
  16. You can now exit the MBAM program.
  
  * Due to the fact that this infection deletes certain MalwareBytes' files, and we had to work around this, if you wish to continue using MalwareBytes' Anti-Malware, which we suggest you do, then you should uninstall and then install it again so that the files are created properly.
  
  

We got the computer to connect to the internet through safemode, we updated MBAM and it is running another scan now. What's next? And how do we fix or uninstall Dell Network Assistant?

Thanks!!

"We connected to Dell last night and did what they told us, that didn't fix the problem." Did you talk with a Dell Tech, or did you just follow suggested links and try to clean this on your own?

Please post your updated MBAM log when you get it. The updated version should be at least 3595 database. We'll deal with the Dell Network Assistant after the malware is removed.

Okay, we got malware to scan finally and it fixed what it found. We can't get his computer to connect to the internet, the dell  network assistant isn't working. So we can't download MBAM from the website. I downloaded it and saved it, put it on his computer, but it won't open as it says malware is alreadt running. Here is a copy of the log. Please let me know what to do next. Thanks!!

Malwarebytes' Anti-Malware 1.44
Database version: 3510
Windows 5.1.2600 Service Pack 3
Internet Explorer 8.0.6001.18702

1/18/2010 2:49:57 PM
mbam-log-2010-01-18 (14-49-57).txt

Scan type: Full Scan (C:\|)
Objects scanned: 287316
Time elapsed: 1 hour(s), 3 minute(s), 37 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 19
Registry Values Infected: 1
Registry Data Items Infected: 0
Folders Infected: 4
Files Infected: 3

Memory Processes Infected:
(No malicious items detected)

Memory Modules Infected:
(No malicious items detected)

Registry Keys Infected:
HKEY_CLASSES_ROOT\gamevancetext.linker (Adware.Gamevance) -> Quarantined and deleted successfully.
HKEY_CLASSES_ROOT\gamevancetext.linker.1 (Adware.Gamevance) -> Quarantined and deleted successfully.
HKEY_CLASSES_ROOT\Interface\{2763e333-b168-41a0-a112-d35f96f410c0} (Adware.MyWebSearch) -> Quarantined and deleted successfully.
HKEY_CLASSES_ROOT\Typelib\{2615f050-9c18-4267-b711-8e3687dc0145} (Adware.SmartShopper) -> Quarantined and deleted successfully.
HKEY_CLASSES_ROOT\Typelib\{ca295d63-514a-4ed0-9b5f-640890f2366b} (Adware.SmartShopper) -> Quarantined and deleted successfully.
HKEY_CLASSES_ROOT\Typelib\{cb0d9d8c-535e-4352-ba8f-65c3c8676612} (Adware.SmartShopper) -> Quarantined and deleted successfully.
HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Ext\Stats\{2ba1c226-ec1b-4471-a65f-d0688ac6ee3a} (Adware.SmartShopper) -> Quarantined and deleted successfully.
HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Ext\Stats\{0ed403e8-470a-4a8a-85a4-d7688cfe39a3} (Adware.Gamevance) -> Quarantined and deleted successfully.
HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Ext\Stats\{f02fabcb-92dd-475a-98af-14217bd50746} (Adware.Gamevance) -> Quarantined and deleted successfully.
HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Ext\Stats\{3cc3d8fe-f0e0-4dd1-a69a-8c56bcc7bebf} (Adware.SmartShopper) -> Quarantined and deleted successfully.
HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Ext\Stats\{3cc3d8fe-f0e0-4dd1-a69a-8c56bcc7bec0} (Adware.SmartShopper) -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\5b4016981c40d5f4b9925ed64ad7b526 (Rogue.AdwareAlert) -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\70b07021d02a5e347a162b223ea41cd5 (Rogue.AdwareAlert) -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\a491438a809f60f458df33e67c80a5d2 (Rogue.AdwareAlert) -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\bf91bd5c23255be4c8550acdf0f2ee89 (Rogue.AdwareAlert) -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\cb6591e4426ef2b49aee7437e1144918 (Rogue.AdwareAlert) -> Quarantined and deleted successfully.
HKEY_CLASSES_ROOT\MIME\Database\Content Type\application/x-f3embed (Adware.MyWebSearch) -> Quarantined and deleted successfully.
HKEY_CURRENT_USER\SOFTWARE\The Weather Channel (Adware.Hotbar) -> Quarantined and deleted successfully.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Weather Services (Adware.Hotbar) -> Quarantined and deleted successfully.

Registry Values Infected:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Control Panel\Cpls\wxfw.dll (Adware.Hotbar) -> Quarantined and deleted successfully.

Registry Data Items Infected:
(No malicious items detected)

Folders Infected:
C:\Documents and Settings\Bill Hamilton\Application Data\FunWebProducts (Adware.MyWebSearch) -> Quarantined and deleted successfully.
C:\Documents and Settings\Bill Hamilton\Application Data\FunWebProducts\Data (Adware.MyWebSearch) -> Quarantined and deleted successfully.
C:\Documents and Settings\Bill Hamilton\Application Data\FunWebProducts\Data\Bill Hamilton (Adware.MyWebSearch) -> Quarantined and deleted successfully.
C:\Program Files\Gamevance (Adware.Gamevance) -> Quarantined and deleted successfully.

Files Infected:
C:\Documents and Settings\Bill Hamilton\Local Settings\Temporary Internet Files\Content.IE5\ZPDK52GH\update[1].exe (Trojan.Dropper) -> Quarantined and deleted successfully.
C:\SDFix\dummy.sys (Malware.Trace) -> Quarantined and deleted successfully.
C:\SDFix\apps\dummy.sys (Malware.Trace) -> Quarantined and deleted successfully.

Okay, here is the most recent log. Will wait for you to tell me what to do next.

Malwarebytes' Anti-Malware 1.44
Database version: 3595
Windows 5.1.2600 Service Pack 3 (Safe Mode)
Internet Explorer 8.0.6001.18702

1/18/2010 4:34:23 PM
mbam-log-2010-01-18 (16-34-23).txt

Scan type: Full Scan (C:\|)
Objects scanned: 288375
Time elapsed: 1 hour(s), 2 minute(s), 24 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 1
Registry Values Infected: 0
Registry Data Items Infected: 0
Folders Infected: 0
Files Infected: 14

Memory Processes Infected:
(No malicious items detected)

Memory Modules Infected:
(No malicious items detected)

Registry Keys Infected:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\h8srtd.sys (Rootkit.TDSS) -> Quarantined and deleted successfully.

Registry Values Infected:
(No malicious items detected)

Registry Data Items Infected:
(No malicious items detected)

Folders Infected:
(No malicious items detected)

Files Infected:
C:\Documents and Settings\Bill Hamilton\Local Settings\Temp\H8SRTc2e9.tmp (Trojan.Agent) -> Quarantined and deleted successfully.
C:\Documents and Settings\Bill Hamilton\Local Settings\Temporary Internet Files\Content.IE5\L92NDNQY\e002106201318r0409J0c000601Re0b5e557W0ec2fc77X1277600cY59257e17Z0100f0800[1] (Trojan.Downloader) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\h8srtkrl32mainweq.dll (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\H8SRTpkalwidapw.dll (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\h8srtshsyst.dll (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\H8SRTsjfdwlskir.dll (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\H8SRTwkeuflmxkp.dll (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\H8SRTwsdnkhxvwt.dll (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\H8SRTwmntcunqfn.dat (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\system32\drivers\H8SRTcvljonkjsn.sys (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\Temp\H8SRT4f45.tmp (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\Temp\H8SRT535b.tmp (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\Temp\H8SRTd202.tmp (Rootkit.TDSS) -> Quarantined and deleted successfully.
C:\WINDOWS\Temp\H8SRTf8d8.tmp (Rootkit.TDSS) -> Quarantined and deleted successfully.

"We connected to Dell last night and did what they told us, that didn't fix the problem." Did you talk with a Dell Tech, or did you just follow suggested links and try to clean this on your own?

Ouch, you had a nasty one on there! Are you able to go online with that computer yet?