[SOLVED] Windows Update - 13906 (For BrianDrab)

- General Instructions -​

  • Please read all instructions and fixes thoroughly. Read the ENTIRE post BEFORE performing any steps so you understand all that needs to be done.
  • I would advise printing any instructions for easy reference as some of the fixes may require you to boot in Safe mode. Access to these instructions may not be available in Safe Mode.
  • Any fixes provided by myself are for this log file only and should not be used on any other systems.
  • Do not run any other removal software or perform updates other than the ones I provide, as it will complicate the cleaning process.
  • It's very likely that part of our cleanup will include emptying your recycle bin. If you use your recycle bin as an archive and do not wish this to be emptied, please let me know.
  • You have 4 days to reply to each post or the topic will be closed.
  • Please feel free to ask any questions, especially if you are having problems with my instructions.


- Finally Before We Start-​

Removing malware is a complicated multiple step process, Please stay with me until I have declared your system clean. I strongly recommend you backup your personal files and folders. Although rare, attempting to remove malware can render your machine unbootable or cause data loss. Having backups of your data is your responsibility. 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.


Step#1 - Uninstalls
Please uninstall the following programs one at a time. Instructions for doing so are here.
If any of the programs give you an error during the uninstall, notate it and move on to the next one. Just let me know which ones had issues. If you are asked to reboot, answer No until all the programs have been uninstalled and then you can reboot. All of these programs are either outdated, malware/adware, have a bad reputation or are not recommended. If you absolutely must have one of them I suggest that you wait until you are declared clean before reinstalling.

Ask Shopping Toolbar
SpywareBlaster 4.6 (I suggest uninstalling until your machine is functioning. Then if you wish to re-install, version 5.0 is available). I personally don't think this software is necessary however.


Step#2 - Antivirus
I noticed that you have Microsoft Security Essentials installed which is good. I also noticed that you have Norton 360 installed on your machine. Having more than one antivirus on the machine is not a good idea as it can cause performance issues, conflicts and unexpected behavior. I suggest that you uninstall Norton 360. If you want to use Norton 360 and not Microsoft Security Essentials, I would suggest you wait until your machine is all fixed and then you can install this one and disable Microsoft Security Essentials.

After you uninstall the program and reboot if prompted, please run Norton's removal tool to ensure all the remnants are gone.

Step#3 - FRST Fix
NOTICE: This script was written specifically for this user, for use on that particular machine. Running this on another machine may cause damage to your operating system
1. Download attached file and save it to the Desktop.
Note. It's important that both files, FRST64 and fixlist.txt are in the same location or the fix will not work (in this case...the desktop).
2. Run FRST64 by Right-Clicking on the file and choosing Run as administrator.
3. 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.
4. When finished FRST64 will generate a log on the Desktop (Fixlog.txt). Please post the contents of it in your reply.
Note: You have many startup programs that are disabled through msconfig. I'm re-enabling these so that we can remove some of the errant ones. Please don't disable any until we are clean.

Step#4 - AdWCleaner
1. Please download AdwCleaner by Xplode onto your desktop.
2. Close all open programs and internet browsers.
3. Right-click on AdwCleaner.exe and select Run as administrator to run the tool.
4. Click on Scan.
5. After the scan is complete click on "Clean"
6. Confirm each time with Ok.
7. Your computer will be rebooted automatically. A text file will open after the restart.
8. Please post the content of that logfile with your next answer.
9. If need be, you can also find the logfile at C:\AdwCleaner\AdwCleaner[S0].txt as well.

Step#5 - Fresh Set of Logs
1. Right click on FRST64.exe and select Run as administrator. When the tool opens click Yes to disclaimer.
2. Please ensure you place a check mark in the Addition.txt check box at the bottom of the form before running.
3. Press Scan button.
4. It will produce a log called FRST.txt in the same directory the tool is run from (which should now be the desktop)
5. Please copy and paste log back here.
6. Because you selected the Addition.txt check box this log will be created as well. Please copy and paste this log as well.


Items for your next post
1. FRST Fix log
2. Adwcleaner log
3. New FRST and Addition logs
 

Attachments

OK, looking much better. Please do the following.

Step#1 - Malwarebytes Scan


  • Download Malwarebytes to your desktop from here.
  • Right-click on the file that is downloaded to your desktop and select Run as administrator. Answer Yes when asked to Allow.
  • Select the appropriate language and click OK.
  • Click Next.
  • Select "I accept the agreement" and click Next.
  • Click Next
  • Change the install path if desired. Normally you will keep this as is. Click Next.
  • Click Next again.
  • Click Next again.
  • Click Install.
  • Uncheck "Enable free trial of Malwarebytes Anti-Malware Premium".
  • Click Finish
  • If an update is found you will be prompted to download and install. Go ahead.
  • Click the Settings button and then the Detection and Protection tab. Then check the box to Scan for rootkits. as shown below.
  • ScanForRootkits.JPG
  • Click the Scan button at the top of the form and then click Start Scan button and let complete.
  • If malware was detected you can now click the Remove Selected Button. If no malware was detected you can skip the rest of these bullet items and go to the next step which is to retrieve the Malwarebytes log.
  • newreply.php
  • Once the malware is removed you may get a prompt asking you to reboot. Note: Please answer Yes.
  • Restart.JPG
    .

Step#2 - Retrieve Malwarebytes Log
1. Open up the Malwarebytes program again if it's not already. You can simply double click on the shortcut on your desktop that says "Malwarebytes Anti-Malware".
2. Click the History button as shown in the picture below.
3. Click Application Logs as shown in the picture below.
4. Click on the most recent Scan Log as shown in the picture below.
ApplicationLog.JPG


5. The Scanning History Log screen will open. Click the Export button in the lower left and choose Copy to Clipboard. Paste the info into your next post (Right-click your mouse in the post and select Paste).
ScanningHistory.JPG
 
BrianDrab said:
OK, looking much better. Please do the following.

Step#1 - Malwarebytes Scan


  • Download Malwarebytes to your desktop from here.
  • Right-click on the file that is downloaded to your desktop and select Run as administrator. Answer Yes when asked to Allow.
  • Select the appropriate language and click OK.
  • Click Next.
  • Select "I accept the agreement" and click Next.
  • Click Next
  • Change the install path if desired. Normally you will keep this as is. Click Next.
  • Click Next again.
  • Click Next again.
  • Click Install.
  • Uncheck "Enable free trial of Malwarebytes Anti-Malware Premium".
  • Click Finish
  • If an update is found you will be prompted to download and install. Go ahead.
  • Click the Settings button and then the Detection and Protection tab. Then check the box to Scan for rootkits. as shown below.
  • ScanForRootkits.JPG
  • Click the Scan button at the top of the form and then click Start Scan button and let complete.
  • If malware was detected you can now click the Remove Selected Button. If no malware was detected you can skip the rest of these bullet items and go to the next step which is to retrieve the Malwarebytes log.
  • newreply.php
  • Once the malware is removed you may get a prompt asking you to reboot. Note: Please answer Yes.
  • Restart.JPG
    .

Step#2 - Retrieve Malwarebytes Log
1. Open up the Malwarebytes program again if it's not already. You can simply double click on the shortcut on your desktop that says "Malwarebytes Anti-Malware".
2. Click the History button as shown in the picture below.
3. Click Application Logs as shown in the picture below.
4. Click on the most recent Scan Log as shown in the picture below.
ApplicationLog.JPG


5. The Scanning History Log screen will open. Click the Export button in the lower left and choose Copy to Clipboard. Paste the info into your next post (Right-click your mouse in the post and select Paste).
ScanningHistory.JPG
Click to expand...

Brian:
I cannot get malwarebytes to install. I have an error message which reads

c:\windows\system32\drivers\mbam.sys
An error occurred while trying to create a file in the destination directory:
Access denied.
Click Retry to try again, Ignore to skip (not recommended), or Abort to cancel installation

I retried it several times but the same error message kept coming up. How do I proceed?Thanks
 
Interesting, I'll look into that. In the meantime, skip Malwarebytes and do the following instead.

Step#1 - Run RogueKiller
1. Click here to go to the RogueKiller download page. Download the RogueKillerX64 version to your desktop.
2. Quit all programs and close all browsers.
3. Double click the RogueKiller icon to run the program.
NOTE: If this is the first time you have used the program you will need to accept the User Agreement and the browser will open to a page with some information related to the program.
You can simply close this page.
4. Wait until Prescan has finished ...This may take a few minutes, especially if it is the first time you have used the program.
5. Click on Scan
6. Wait for the end of the scan.
7. DO NOT delete anything at this time.
8. Click the Report button and a text file will open with the info.
9. Please copy/paste this information in to your next post.

NOTE: If RogueKiller has been blocked, do not hesitate to try a few times more. If it really won't run, rename it to winlogon.exe (or winlogon.com) and try again
 
BrianDrab said:
Interesting, I'll look into that. In the meantime, skip Malwarebytes and do the following instead.

Step#1 - Run RogueKiller
1. Click here to go to the RogueKiller download page. Download the RogueKillerX64 version to your desktop.
2. Quit all programs and close all browsers.
3. Double click the RogueKiller icon to run the program.
NOTE: If this is the first time you have used the program you will need to accept the User Agreement and the browser will open to a page with some information related to the program.
You can simply close this page.
4. Wait until Prescan has finished ...This may take a few minutes, especially if it is the first time you have used the program.
5. Click on Scan
6. Wait for the end of the scan.
7. DO NOT delete anything at this time.
8. Click the Report button and a text file will open with the info.
9. Please copy/paste this information in to your next post.

NOTE: If RogueKiller has been blocked, do not hesitate to try a few times more. If it really won't run, rename it to winlogon.exe (or winlogon.com) and try again
Click to expand...

Here is my report from RogueKiller
View attachment RKreport_SCN_05102015_221244.log
 
Thank you. That looks good. Please follow the instructions below.

Do you have internet access yet on the machine?

Step#1 - ChkDsk Scan
1. Click your Start Orb in the lower left of your computer and type cmd in the search box.
2. Once the cmd program is found, right-click on it with your mouse and select Run as administrator as shown below.
ElevateCommandPrompt.JPG

3. Answer Yes when asked to allow.
4. You should now have a black window open that you can type in to.
5. Please type chkdsk and then press enter.
6. Chkdsk will start to run. Please allow it to finish. You will know it is running when you see text as follows.
Chkdsk.JPG


7. Download ListChkdskResult.exe by SleepyDude and save it on your desktop. If it's already downloaded to your desktop, just skip this step.
8. Right-click this file and select Run as administrator (Allow if prompted)and a text file will open (and also be saved on the desktop as ListChkdskResult.txt).
Please copy the contents of this file and paste into your next post.
 
Brian:
No, there is no internet access on this machine. Here are the results
View attachment ListChkdskResult5-11-12.txt


BrianDrab said:
Thank you. That looks good. Please follow the instructions below.

Do you have internet access yet on the machine?

Step#1 - ChkDsk Scan
1. Click your Start Orb in the lower left of your computer and type cmd in the search box.
2. Once the cmd program is found, right-click on it with your mouse and select Run as administrator as shown below.
ElevateCommandPrompt.JPG

3. Answer Yes when asked to allow.
4. You should now have a black window open that you can type in to.
5. Please type chkdsk and then press enter.
6. Chkdsk will start to run. Please allow it to finish. You will know it is running when you see text as follows.
Chkdsk.JPG


7. Download ListChkdskResult.exe by SleepyDude and save it on your desktop. If it's already downloaded to your desktop, just skip this step.
8. Right-click this file and select Run as administrator (Allow if prompted)and a text file will open (and also be saved on the desktop as ListChkdskResult.txt).
Please copy the contents of this file and paste into your next post.
Click to expand...
 
Is your machine a laptop or a desktop computer?

Are you normally connected wirelessly with this computer?

Do you have the ability to connect via a physical cable instead of wireless?

Please let me know.
 
BrianDrab said:
Is your machine a laptop or a desktop computer?laptop

Are you normally connected wirelessly with this computer?wirelessly

Do you have the ability to connect via a physical cable instead of wireless? yes

Please let me know.
Click to expand...
 
OK, sorry if you already tried these steps. Can you plug your machine directly in instead of wireless and let me know if you have an internet connection?
 
BrianDrab said:
OK. When you plug the network cable in to your computer, is there a light on right where it plugs in to the laptop?
Click to expand...

There is no light on the laptop when the hardwired cable is plugged in. I plugged the same cable into another computer and I got internet service so the hard wired cable is working.
 
It concerns me that no light is on when plugging the cable into the laptop. Good job on ensuring the cable was good.

Can you tell me the make and model of your laptop?

Also, please do the following.

Enable Networking
1. Click your Start button and select Control Panel
2. Click Network and Internet
3. Click Network and Sharing Center
4. Click Change adapter Settings on the left side of the screen.
5. You should see a Local Area Connection icon.
6. Right-click on this and select Enable. If you don't see Enable, then select Disable and then right-click again and select Enable.
 
Asus U46E windows7 edition
I got a message saying the network cable is unplugged. But it is plugged in
 
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