XP cpu hanging process befuddlement

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by alhandra, Nov 28, 2011.

  1. alhandra

    alhandra Private E-2

    Hello,
    Approx 6 weeks ago my father complained that his browser was not working and the machine was "very slow". On booting, I saw that the Supportsoft processes (either sprtsvc.exe or sprtcmd.exe) were pegged at 98% of cpu. IE8 would peg at approx 85% cpu when attempting to access any website. It would open fine to a blank page, but would hang on "website found, waiting for xxx". Firefox and Opera just immediately peg at 99% of cpu and never even open a frame. Google chrome works fine.

    I have tried IE in no addons mode, have removed and re-installed firefox and opera to no avail. I have run multiple scans, booted in clean mode, removed all AV software and disabled the windows firewall. The problem persists.

    I performed the "READ & RUN ME FIRST" steps as proscribed and encountered 3 problems. All of the problems exhibit the same behavior - a process hanging the cpu at 99% for a LONG TIME (>20 min) with zero sign of any activity.
    1. Java update. I removed all Java versions and attempted to update via the Majorgeeks link. I could download the file, but when running it the process jre-7u1-windows-i586.exe behaves exactly like IE8 - it stays hung at 85% of CPU with SYSTEM occupying the other 15%. No window or prompt shows.
    2. Combofix starts (window with black screen and scrolling list of "extracting xxx", blue screen window that stays blank) and hangs at 99% of cpu for over 30 minutes before I kill it.
    3. rootrepeal.exe hangs immediately at 99% of cpu and remains there (over 30 min) until I kill it.

    Everything else ran and logs for malwarebytes, SAS, and mgtools are attached.

    The system is Dell Dimension 8300 XP Professional SP3. One other (perhaps unrelated) symptom is that system restore does not work. For any date selected it excutes and exits eventually with the helpful message "Unable to restore your system, please choose another date" or something similar.

    Prior to coming here I ran multiple scans from various sources (Kaspersky, AVG, MWB, SAS, etc) all without any results.

    Am I missing something incredibly basic? Any help would be greatly appreciated. Anything else I can do to provide info just let me know.

    TIA
     

    Attached Files:

  2. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    I am not finding any malware in your logs, however, do this:

    Go to the below link and follow the instructions for running TDSSKiller from Kaspersky

    Be sure to attach your log from TDSSKiller

    Please also download MBRCheck to your desktop.

    See the download links under this icon [​IMG]

    • Double click MBRCheck.exe to run (vista and Win 7 right click and select Run as Administrator)
    • It will show a Black screen with some information that will contain either the below line if no problem is found:
      • Done! Press ENTER to exit...
    • Or you will see more information like below if a problem is found:
      • Found non-standard or infected MBR.
      • Enter 'Y' and hit ENTER for more options, or 'N' to exit:
    • Either way, just choose to exit the program at this point since we want to see only the scan results to begin with.
    • MBRCheck will create a log named similar to MBRCheck_07.16.10_00.32.33.txt which is random based on date and time.
    • Attach this log to your next message. (See: HOW TO: Attach Items To Your Post )
     
  3. alhandra

    alhandra Private E-2

    Thanks so much for your response.

    Attached are the logs from TDSKiller and MBRcheck.
     

    Attached Files:

  4. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    I suggest you post in the software forum for additional assistance. Your logs are clean of malware.

    If you are not having any other malware problems, it is time to do our final steps:

    1. We recommend you keep SUPERAntiSpyware and Malwarebytes Anti-Malware for scanning/removal of malware. Unless you purchase them, they provide no real time protection. They do not use any significant amount of resources ( except a little disk space ) until you run a scan.We recommend them for doing backup scans when you suspect a malware infection.
    2. If we had you use ComboFix, uninstall ComboFix (This uninstall will only work as written if you installed ComboFix on your Desktop like we requested.)
      • Click START then RUN and enter the below into the run box and then click OK. Note the quotes are required
      • "%userprofile%\Desktop\combofix" /uninstall
        • Notes: The space between the combofix" and the /uninstall, it must be there.
        • This will uninstall ComboFix and also reset hidden files and folders settings back to Windows defaults.


    3. Go back to step 6 of the READ ME and renable your Disk Emulation software with Defogger if you had disabled it.
    4. Any other miscellaneous tools we may have had you install or download can be uninstalled and deleted.
    5. If we had you download any registry patches like fixme.reg or fixWLK.reg (or any others), you can delete these files now.
    6. If running Vista, it is time to make sure you have reenabled UAC by double clicking on the C:\MGtools\enableUAC.reg file and allowing it to be added to the registry.
    7. Go to add/remove programs and uninstall HijackThis.
    8. Goto the C:\MGtools folder and find the MGclean.bat file. Double click on this file to run this cleanup program that will remove files and folders related to MGtools and some other items from our cleaning procedures.
    9. If you are running Win 7, Vista, Windows XP or Windows ME, do the below:
      • Refer to the cleaning procedures pointed to by step 7 of the READ ME
        for your Window version and see the instructions to Disable System Restore which will flush your Restore Points.
      • Then reboot and Enable System Restore to create a new clean Restore Point.

    10. After doing the above, you should work thru the below link:


    Malware removal from a National Chain = $149
    Malware removal from MajorGeeks = $0


    Majorgeeks Geek Wear. Hats, T-Shirts, Hoodies

    MajorGeeks on FaceBook
     
  5. alhandra

    alhandra Private E-2

    I will start a new thread in the SW forum.

    & will do the cleanup steps.

    Thanks again for your time.
     
  6. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    No problem. Good luck. :)
     
  7. alhandra

    alhandra Private E-2

    One followup question that occurred to me afterwards:

    Two of the tools you suggested, combofix and rootrepeal, exhibited exactly the same behavior (i.e. locking the CPU at +90%).

    Is this expected?

    Thanks.
     
  8. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    RootRepeal doesn't run on about 50% of the systems. It's no big deal. And yes, Combo can also hang on a system. ;)
     

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