Trojan FakeAValert - can't get rid of it.

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by srmjdm, Jun 19, 2009.

  1. srmjdm

    srmjdm Private E-2

    Thanks everyone for helping us with our problems.

    My question.. not really my problem but its family so what's a person to do. Aunt has a dell running Vista, she can't access pages on the interenet since the 17th. Msn home page will come up but trying to get anywhere else results in an about/blank in the address bar and a message popping up that says computer is at risk please update your antivirus now. Click here to continue unproteted or click here to install proctection. (Something like that) She has Norton's 360 , scanned computer, norton's found Trojan FakeAValert , supposedly cleaned it. But she is still having the same problem. Like trying to log onto majorgeeks website .. wont load .. just redirects. She loaded Superantispyware and Malewarebytes .. ran both.. both found and (supposedly) removed the trojan. Rebooted after scan and tryed to load majorgeeks website... same problem occurs. What are we doing wrong? Do we need to clear a restore point or something. Or is this just a super hard trojan to get rid of. I know you are probably going to suggest doing the Read & Run me first, but Not sure how to do it when her computer wont allow access to this website. Also how does she make sure that she is running things as administrator?
    Thanks in advance!

    She did call symantic/Nortons to get them to help her remove this and they said they would for $169.00?? what ? isnt that why you pay for Nortons in the first place??
     
    Last edited: Jun 19, 2009
  2. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    Welcome to Major Geeks!

    Please follow the instructions in the READ & RUN ME FIRST link given futher down and attach the requested logs when you finish these instructions.

    • If you have problems where no tools seem to run, please try following the steps given in the below and then continue on no matter what you find. You only need to try the TDSSserv steps if having problems getting scans in the Read & Run Me First. If TDSSserv is not found, just continue on with the READ & RUN ME.
    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.
    • After completing the READ & RUN ME and attaching your logs, make sure that you tell us what problems still remain ( if any still do )!
    Helpful Notes:

    1. If you run into problems trying to run the READ & RUN ME or any of the scans in normal boot mode, you can run the 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:

    2. If you have problems downloading on the problem PC, download the tools and the manual updates for SUPERAntiSpyware, Malwarebytes and Spybot ( links are given in the READ & RUN ME) onto another PC and then 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.
    3. If you cannot seem to login to an infected user account, try using a different user account (if you have one) in either normal or safe boot mode and running only SUPERAntiSpyware and Malwarebytes while logged into this other user account. Then reboot and see if you can log into the problem user account. If you can then run SUPERAntiSpyware, Malwarebytes, ComboFix and MGtools on the infected account as requested in the instructions.
    4. To avoid additional delay in getting a response, it is strongly advised that after completing the READ & RUN ME you also read this sticky:

    Any additional post is a bump which will add more delay. Once you attach the logs, your thread will be in the work queue and as stated our system works the oldest threads FIRST.
     

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