Removal procedures thwarted by malware

Have to say this has me stumped.

One of my friends has some malware on her laptop.

She has AVG Free 8.0 installed as anti-virus protection. The first thing I noticed was that it would not connect to the updating service.

I thus turned to the trusty Majorgeeks forum to go through the usual procedures for cleaning malware.

First problem - the laptop would not allow me to connect to the Majorgeeks forum. The internet connection was fine, but it was telling me majorgeeks was offline. However, I immediately connected on my laptop.

Went back to friend's laptop - downloaded SuperAnti-Spyware. No problem except it would not allow me to update it.

Ran that program and quarantined the following:

Adware.E404 Helper/Hij
Adware.Media-Cookie/Zlob
Adware.Tracking Cookie
Adware.Vundo Variant
Adware.Vundo Variant/OE
Adware.Vundo Variant/Rel
Trojan.DNS-Changer (Hi-Jacked DNS)
Trojan. Downloader-Gen/Suspicious
Trojan.Smitfraud Variant/IE Anti-Spyware
Trojan.Unclassified/K-Series

Then went to run Spybot-Search & Destroy. However, it would not run because, kept getting error message saying "Error retrieving update info file!"

Tried Malwarebytes Anti-Malware and ... yes, youv'e guessed it ... it would not allow me to update.

I am now stumped. Have quarantined everything that came up on the scans, but still the problem continues.

Any assistance available?

 

Welcome to MajorGeeks.com!

Please follow the instructions in the below link and attach the requested logs when you finish these instructions.

• READ & RUN ME FIRST. Malware Removal Guide

• If something does not run, write down the info to explain to us later but keep on going.

• Do not assume that because one step does not work that they all will not.

Notes:

1. If you run into problems trying to run theREAD & RUN ME or any of the scans in normal boot mode. You can run steps in safe boot mode but make sure you tell us what you did later when you post logs. See the below if you do not know how to boot in safe mode:
   
   • Starting your computer in Safe mode
2. If you have problems downloading on the problem PC, download the tools on another PC and burn to a CD. Then copy them to the problem PC. You will have to skip getting updates if (and only if) your internet connection does not work. Yes you could use a flash drive too but flash drives are writeable and infections can spread to them.