Unable to update security software/Windows update/
I was told by Verizon/McAfee Security I that there was something on my computer that infected the c:\windows\system32\drivers\atapi.sys driver.I had contacted them because i was unable to update my security software. However, I've also been getting pop-ups even though my pop-up blocker is on, I have been having problems accessing some websites like Microsoft for the Windows update. There is also something going on with the sound on my computer.
Below is a the log that I was able to get from HijackThis.
Logfile of Trend Micro HijackThis v2.0.4 Scan saved at 12:29:47 AM, on 11/27/2010 Platform: Windows XP SP3 (WinNT 5.01.2600) MSIE: Internet Explorer v7.00 (7.00.6000.17080) Boot mode: Normal
I'm sorry we could not get to your problem sooner. If you still need help, we'll need to see some additional information about what is happening in your machine.
Download DDS by sUBs from one of the following links. Save it to your desktop.
A small box will open, with an explanation about the tool.
Click Yes at the prompt for Optional Scan.
When done, DDS will open two (2) logs
1. DDS.txt 2. Attach.txt
Save both reports to your desktop.
Copy/paste both logs to your reply on the forum. Do not attach them.
Close the program window, and delete the program from your desktop.
Please note: You may have to disable any script protection running if the scan fails to run. After downloading the tool, disconnect from the internet and disable all antivirus protection. Run the scan, enable your A/V and reconnect to the internet. Information on A/V control HERE.
Yes, I'm still having issues, however, I was able to download Symantec Virus from my work and it is allowing me to keep it updated, however it did find some things and deleted and quarantined some others. I'm still unable to do any updates on Windows and there are still pop-up windows that are opening up even though the pop-up-blocker is still on.
Below is the information that was requested.
DDS (Ver_10-12-12.02) - NTFSx86 Run by Danette Yakymac at 23:56:38.61 on Sun 12/19/2010 Internet Explorer: 7.0.5730.13 BrowserJavaVersion: 1.6.0_17 Microsoft Windows XP Home Edition 5.1.2600.3.1252.1.1033.18.1982.1302 [GMT -5:00]
* We'll need to disable Symantec so it does not interfere. To disable: * Open Symantec Endpoint Protection and then click Change settings from the left menu bar. * Click Configure Settings next to Antivirus and Antispyware Protection. Click the File System Auto-Protect tab and uncheck the box labeled Enable File System Auto-Protect. Click OK. * Click Configure Settings next to Proactive Threat Protection. Uncheck the boxes labeled Scan for trojans and worms and Scan for keyloggers. Click OK.
To re-enable after the scan is finished: * Open Symantec Endpoint Protection and then click Change settings from the left menu bar. * Click Configure Settings next to Antivirus and Antispyware Protection. Click the File System Auto-Protect tab and check the box labeled Enable File System Auto-Protect. Click OK. * Click Configure Settings next to Proactive Threat Protection. Check the boxes labeled Scan for trojans and worms and Scan for keyloggers. Click OK.
Open the TDSSKiller folder and doubleclick on TDSSKiller.exe to run the application, then on Start Scan.
If an infected file is detected, the default action will be Cure Make sure that is selected. Click on Continue.
If a suspicious file is detected, the default action will be Skip, click on Continue.
It may ask you to reboot the computer to complete the process. Click on Reboot Now.
If no reboot is required, click on Report. A log file should appear. Please copy and paste the contents of that file here.
If a reboot is required, the report can also be found in your root directory, (usually C:\ folder) in the form of "TDSSKiller.___log.txt". Please copy and paste the contents of that file here.
McAfee never really was able to be added to my computer. I was originally paying for the older version of Verizon Security Suite. I got messages from Verizon stating that I needed to update my security suite, which I tried but I was unable to update to the new version of the Security Suite. I was getting messages from my older version of Verizon that Verizon servicepoint did not exist and it would not let me download McAfee, I then contacted Verizon, which in turn took over my computer and could not get it to install and then transferred me up Sr. Support in McAfee and they couldn't and they said that I had a virus. I also lost sound on my computer.
Yes, DDS is on my desktop.
Here is the other log.
UNLESS SPECIFICALLY INSTRUCTED, DO NOT POST THIS LOG. IF REQUESTED, ZIP IT UP & ATTACH IT
DDS (Ver_10-12-12.02)
Microsoft Windows XP Home Edition Boot Device: \Device\HarddiskVolume2 Install Date: 5/11/2008 12:03:03 AM System Uptime: 12/19/2010 11:46:17 AM (12 hours ago)
C: is FIXED (NTFS) - 149 GiB total, 129.112 GiB free. D: is CDROM ()
==== Disabled Device Manager Items =============
==== System Restore Points ===================
No restore point in system.
==== Installed Programs ======================
3DVIA player 5.0 Adobe Flash Player 10 Plugin Adobe Reader 8.1.3 Adobe Shockwave Player 11.5 AIM 6 AIM Toolbar 5.0 Amazon MP3 Downloader 1.0.3 AOL You've Got Pictures Screensaver Apple Mobile Device Support Apple Software Update Bonjour Browser Address Error Redirector Canon MP Navigator EX 1.0 Canon MP470 series Canon MP470 series User Registration Canon My Printer Canon Utilities Easy-PhotoPrint EX Canon Utilities Solution Menu CCScore Coby Media Manager Compatibility Pack for the 2007 Office system Conexant D850 56K V.9x DFVc Modem Critical Update for Windows Media Player 11 (KB959772) Diner Dash Flo on the Go Documentation & Support Launcher EarthLink Setup Files ESSBrwr ESSCDBK ESScore ESSgui ESSini ESSPCD ESSPDock ESSSONIC ESSTOOLS essvatgt Games, Music, & Photos Launcher High Definition Audio Driver Package - KB835221 Hotfix for Microsoft .NET Framework 3.5 SP1 (KB953595) Hotfix for Microsoft .NET Framework 3.5 SP1 (KB958484) Hotfix for Windows Internet Explorer 7 (KB947864) Hotfix for Windows Media Format 11 SDK (KB929399) Hotfix for Windows Media Player 11 (KB939683) Hotfix for Windows XP (KB952287) Hotfix for Windows XP (KB954550-v5) Hotfix for Windows XP (KB961118) Hotfix for Windows XP (KB970653-v3) Hotfix for Windows XP (KB976098-v2) Hotfix for Windows XP (KB979306) Hotfix for Windows XP (KB981793) IHA_MessageCenter Internet Service Offers Launcher iTunes J2SE Runtime Environment 5.0 Update 6 Java(TM) 6 Update 17 Java(TM) 6 Update 7 kgcbase Kodak EasyShare software LiveUpdate 3.3 (Symantec Corporation) Microsoft .NET Framework 1.1 Microsoft .NET Framework 1.1 Security Update (KB979906) Microsoft .NET Framework 2.0 Service Pack 2 Microsoft .NET Framework 3.0 Service Pack 2 Microsoft .NET Framework 3.5 SP1 Microsoft Application Error Reporting Microsoft Compression Client Pack 1.0 for Windows XP Microsoft Internationalized Domain Names Mitigation APIs Microsoft National Language Support Downlevel APIs Microsoft Office PowerPoint Viewer 2007 (English) Microsoft User-Mode Driver Framework Feature Pack 1.0 Microsoft Visual C++ 2005 ATL Update kb973923 - x86 8.0.50727.4053 Microsoft Visual C++ 2005 Redistributable Microsoft Works Modem Diagnostic Tool Move Media Player Mozilla Firefox (3.6.13) MSN MSXML 4.0 SP2 (KB936181) MSXML 4.0 SP2 (KB954430) MSXML 4.0 SP2 (KB973688) MSXML 6.0 Parser (KB933579) netbrdg NetWaiting Norton Security Scan NVIDIA Drivers OfotoXMI Paparazzi PIXMA Extended Survey Program PowerDVD QuickTime RealPlayer Basic Realtek High Definition Audio Driver Registry Mechanic 9.0 Roxio Creator Audio Roxio Creator Copy Roxio Creator Data Roxio Creator DE Roxio Creator Tools Roxio Express Labeler 3 Roxio Update Manager RPS CRT RPS Diagnostic Utility RPS Firewall RPS ParentalControl RPS PopupBlocker RPS SafeConnect SearchAssist Security Update for Step By Step Interactive Training (KB923723) Security Update for Windows Internet Explorer 7 (KB2183461) Security Update for Windows Internet Explorer 7 (KB938127) Security Update for Windows Internet Explorer 7 (KB944533) Security Update for Windows Internet Explorer 7 (KB950759) Security Update for Windows Internet Explorer 7 (KB953838) Security Update for Windows Internet Explorer 7 (KB956390) Security Update for Windows Internet Explorer 7 (KB958215) Security Update for Windows Internet Explorer 7 (KB960714) Security Update for Windows Internet Explorer 7 (KB961260) Security Update for Windows Internet Explorer 7 (KB963027) Security Update for Windows Internet Explorer 7 (KB969897) Security Update for Windows Internet Explorer 7 (KB972260) Security Update for Windows Internet Explorer 7 (KB974455) Security Update for Windows Internet Explorer 7 (KB976325) Security Update for Windows Internet Explorer 7 (KB978207) Security Update for Windows Internet Explorer 7 (KB982381) Security Update for Windows Media Player (KB911564) Security Update for Windows Media Player (KB952069) Security Update for Windows Media Player (KB954155) Security Update for Windows Media Player (KB968816) Security Update for Windows Media Player (KB973540) Security Update for Windows Media Player (KB975558) Security Update for Windows Media Player (KB978695) Security Update for Windows Media Player 11 (KB936782) Security Update for Windows Media Player 11 (KB954154) Security Update for Windows Media Player 6.4 (KB925398) Security Update for Windows Media Player 9 (KB936782) Security Update for Windows XP (KB2079403) Security Update for Windows XP (KB2115168) Security Update for Windows XP (KB2121546) Security Update for Windows XP (KB2160329) Security Update for Windows XP (KB2229593) Security Update for Windows XP (KB2259922) Security Update for Windows XP (KB2286198) Security Update for Windows XP (KB2347290) Security Update for Windows XP (KB923561) Security Update for Windows XP (KB923689) Security Update for Windows XP (KB938464) Security Update for Windows XP (KB941569) Security Update for Windows XP (KB946648) Security Update for Windows XP (KB950760) Security Update for Windows XP (KB950762) Security Update for Windows XP (KB950974) Security Update for Windows XP (KB951066) Security Update for Windows XP (KB951376-v2) Security Update for Windows XP (KB951376) Security Update for Windows XP (KB951698) Security Update for Windows XP (KB951748) Security Update for Windows XP (KB952004) Security Update for Windows XP (KB952954) Security Update for Windows XP (KB953839) Security Update for Windows XP (KB954211) Security Update for Windows XP (KB954459) Security Update for Windows XP (KB954600) Security Update for Windows XP (KB955069) Security Update for Windows XP (KB956391) Security Update for Windows XP (KB956572) Security Update for Windows XP (KB956744) Security Update for Windows XP (KB956802) Security Update for Windows XP (KB956803) Security Update for Windows XP (KB956841) Security Update for Windows XP (KB956844) Security Update for Windows XP (KB957095) Security Update for Windows XP (KB957097) Security Update for Windows XP (KB958644) Security Update for Windows XP (KB958687) Security Update for Windows XP (KB958690) Security Update for Windows XP (KB958869) Security Update for Windows XP (KB959426) Security Update for Windows XP (KB960225) Security Update for Windows XP (KB960715) Security Update for Windows XP (KB960803) Security Update for Windows XP (KB960859) Security Update for Windows XP (KB961371) Security Update for Windows XP (KB961373) Security Update for Windows XP (KB961501) Security Update for Windows XP (KB968537) Security Update for Windows XP (KB969059) Security Update for Windows XP (KB969898) Security Update for Windows XP (KB969947) Security Update for Windows XP (KB970238) Security Update for Windows XP (KB970430) Security Update for Windows XP (KB971468) Security Update for Windows XP (KB971486) Security Update for Windows XP (KB971557) Security Update for Windows XP (KB971633) Security Update for Windows XP (KB971657) Security Update for Windows XP (KB971961) Security Update for Windows XP (KB972270) Security Update for Windows XP (KB973346) Security Update for Windows XP (KB973354) Security Update for Windows XP (KB973507) Security Update for Windows XP (KB973525) Security Update for Windows XP (KB973869) Security Update for Windows XP (KB973904) Security Update for Windows XP (KB974112) Security Update for Windows XP (KB974318) Security Update for Windows XP (KB974392) Security Update for Windows XP (KB974571) Security Update for Windows XP (KB975025) Security Update for Windows XP (KB975467) Security Update for Windows XP (KB975560) Security Update for Windows XP (KB975561) Security Update for Windows XP (KB975562) Security Update for Windows XP (KB975713) Security Update for Windows XP (KB977165) Security Update for Windows XP (KB977816) Security Update for Windows XP (KB977914) Security Update for Windows XP (KB978037) Security Update for Windows XP (KB978251) Security Update for Windows XP (KB978262) Security Update for Windows XP (KB978338) Security Update for Windows XP (KB978542) Security Update for Windows XP (KB978601) Security Update for Windows XP (KB978706) Security Update for Windows XP (KB979309) Security Update for Windows XP (KB979482) Security Update for Windows XP (KB979559) Security Update for Windows XP (KB979683) Security Update for Windows XP (KB980195) Security Update for Windows XP (KB980218) Security Update for Windows XP (KB980232) Security Update for Windows XP (KB980436) Security Update for Windows XP (KB981322) Security Update for Windows XP (KB981349) Security Update for Windows XP (KB981852) Security Update for Windows XP (KB981997) Security Update for Windows XP (KB982214) Security Update for Windows XP (KB982665) Security Update for Windows XP (KB982802) SFR SHASTA skin0001 SKINXSDK staticcr Symantec Endpoint Protection TomTom HOME 2.7.5.2014 TomTom HOME Visual Studio Merge Modules tooltips Update for Microsoft .NET Framework 3.5 SP1 (KB963707) Update for Windows Internet Explorer 7 (KB976749) Update for Windows Internet Explorer 7 (KB980182) Update for Windows XP (KB2141007) Update for Windows XP (KB951072-v2) Update for Windows XP (KB951978) Update for Windows XP (KB955759) Update for Windows XP (KB955839) Update for Windows XP (KB967715) Update for Windows XP (KB968389) Update for Windows XP (KB971737) Update for Windows XP (KB973687) Update for Windows XP (KB973815) Verizon Broadband Toolbar Verizon Download Manager Verizon Help and Support Tool Verizon Servicepoint 1.5.24 Viewpoint Media Player VPRINTOL WebFldrs XP Windows Genuine Advantage Validation Tool (KB892130) Windows Installer 3.1 (KB893803) Windows Internet Explorer 7 Windows Media Format 11 runtime Windows Media Player 11 Windows XP Service Pack 3 WIRELESS Yahoo! Browser Services Yahoo! Install Manager Yahoo! Internet Mail Yahoo! Messenger
==== Event Viewer Messages From Past Week ========
12/19/2010 8:10:58 AM, error: DCOM [10005] - DCOM got error "%1053" attempting to start the service winmgmt with arguments "" in order to run the server: {8BC3F05E-D86B-11D0-A075-00C04FB68820} 12/19/2010 8:10:31 AM, error: DCOM [10005] - DCOM got error "%1053" attempting to start the service EventSystem with arguments "" in order to run the server: {1BE1F766-5536-11D1-B726-00C04FB926AF} 12/18/2010 7:20:25 PM, error: atapi [9] - The device, \Device\Ide\IdePort3, did not respond within the timeout period. 12/17/2010 6:45:12 AM, error: Service Control Manager [7011] - Timeout (30000 milliseconds) waiting for a transaction response from the stisvc service. 12/15/2010 3:13:40 PM, error: Service Control Manager [7032] - The Service Control Manager tried to take a corrective action (Restart the service) after the unexpected termination of the Windows Management Instrumentation service, but this action failed with the following error: An instance of the service is already running. 12/15/2010 3:13:40 PM, error: Service Control Manager [7032] - The Service Control Manager tried to take a corrective action (Restart the service) after the unexpected termination of the Background Intelligent Transfer Service service, but this action failed with the following error: An instance of the service is already running. 12/13/2010 8:51:27 PM, error: Service Control Manager [7022] - The IHA_MessageCenter service hung on starting. 12/13/2010 8:50:05 PM, error: Service Control Manager [7001] - The Verizon Internet Security Suite SafeConnectAgent service depends on the RadialpointSafeConnectDriver service which failed to start because of the following error: The dependency service or group failed to start. 12/13/2010 8:50:05 PM, error: Service Control Manager [7001] - The RadialpointSafeConnectFilter service depends on the RadialpointSafeConnectShim service which failed to start because of the following error: The system cannot find the path specified. 12/13/2010 8:50:05 PM, error: Service Control Manager [7001] - The RadialpointSafeConnectDriver service depends on the RadialpointSafeConnectFilter service which failed to start because of the following error: The dependency service or group failed to start. 12/13/2010 8:50:05 PM, error: Service Control Manager [7000] - The Verizon Internet Security Suite Firewall service failed to start due to the following error: The system cannot find the file specified. 12/13/2010 8:50:05 PM, error: Service Control Manager [7000] - The RadialpointSafeConnectShim service failed to start due to the following error: The system cannot find the path specified. 12/13/2010 8:48:59 PM, error: Ftdisk [49] - Configuring the Page file for crash dump failed. Make sure there is a page file on the boot partition and that is large enough to contain all physical memory. 12/13/2010 8:48:59 PM, error: Ftdisk [45] - The system could not sucessfully load the crash dump driver.
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 fromhere 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 into your next reply and exit MBAM. Let me know how things are running.
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
No Reply within 3 days will result in this topic being closed, and I will remove it from my subscriptions. If you require more time, please let me know.
Instructions posted for this user are customized for this user only. The tools used may cause damage if used on a computer with different infections. If you think you have similar problems, please post a log at the top of this board to start a new forum topic.
Yes, I am still with you. It's wasn't allowing me to downloading/updating of Malwarebytes. I was able to find another way to download it to work on my machine. However, when I tried to do an update it gave me the following error program error updating. I will need to see if I can manually get the update from another machine today.I had rebooted my machine as was told after the scan was over and did not have internet access until I restored two of the files with the tcip. I am still unable to update windows. Also still getting pop up windows/advertisements even though pop-up blocker is checked.
I ran a scan with what I had downloaded, it's listed below.
Skip the MBAM update for now. We'll use another tool and run MBAM later to see if you are able to update. It looks like you had quite a mess in there. Apparently, Symantec Endpoint wasn't doing such a good job.
Make sure all anti-spyware and anti-virus programs are disabled before you do this.
Download Combofix from any of the links below. Before saving it, rename it to yakys.exe. You MUST rename it before saving it. Saveit to your desktop.
Bugbatter
4 Apprentice
•
20487 Posts
928
0
Posted December 19th, 2010 18:00
I'm sorry we could not get to your problem sooner. If you still need help, we'll need to see some additional information about what is happening in your machine.
1. DDS.txt
2. Attach.txt
Please note: You may have to disable any script protection running if the scan fails to run. After downloading the tool, disconnect from the internet and disable all antivirus protection. Run the scan, enable your A/V and reconnect to the internet. Information on A/V control HERE.