is it a virus, damage or just age? we can't tell

annabel.lee · Oct 11, 2006

I am a posting a query for my friend. She would post one herself but currently her computer is very sick. I cannot tell her what is wrong with it: she thinks it is a virus and I am wondering if it is just her computer.

I have tried looking online for people with a similar problem as hers but I cannot find it anywhere.

She describes it herself as the computer screen "jumping to the bottom of every page and not letting me look at the top three quarters". This includes her iTunes and Internet Explorer. She can only click on the bottom icons on her desktop. She can somtimes access programmes via START as long as they are listed in the bottom half of All Programmes.

She also wrote to me: "it just always flicks to the bottom of the page or window or just the bottom icon on my desktop." Sometimes she is able to use Live Messenger. She has been able to run her Norton 2006 and it did come up with a Trojan which it is unable to delete. (I have sent her the instructions on how to clean that up which I found in this forum).

What I really want to know is if this sounds like a Malware problem (caused by the Trojan Horse) or a more serious problem with her hardware or software. And what is the best way to find out for sure what the problem is. Unfortunately we are both working in Japan which means taking the computer to "the doctor" is impossible.

I would appreciate any comments or advice.

chaslang · Oct 12, 2006

This sounds like something I have heard of that was not malware but I cannot remember where. Yes it is possible that is a hardware problem or a setting of some sort; but it is possible that it is malware. The best way to know if it malware it to try and get as much of the below procedure completed as possible. We need the requested logs to get a better idea. Without the log, there is not much we can do. It would only be shot in the dark guess work.

Please follow our standard cleaning procedures which are necessary for us to provide you support. Also there are steps included for installing, running, and posting HijackThis logs as attachments.

Run ALL the steps in this Sticky thread READ & RUN ME FIRST Before Asking for Support

Make sure you check version numbers and get all updates.

Very Important: Make sure you tell us the results from running the tutorial...was anything found? Were you unable to complete any of the scans?...Were you unable to download any of the tools?...Did you do the on-line scans as suggested? etc.

After doing ALL of the above you still have a problem make sure you have booted to normal mode and run the steps in the below link to properly use HijackThis and attach a log:

Downloading, Installing, and Running HijackThis

Make sure you also rename HijackThis.exe as suggested in the procedures. Use analyse.exe for the new name. This is very important due to some new infections going around.

When you return to make your next post, make sure you attach the following logs and that you have run these scans in the following order too:

CounterSpy - ONLY IF you were not able to run Windows Defender

Bitdefender - from step 6

Panda Scan - from step 6

runkeys.txt - the log from GetRunKey.bat

newfiles.txt - the log from ShowNew.bat

HijackThis

NOTE: You can only attach 3 files in a single message so it will require that you use two messages to attach all of these logs!

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is it a virus, damage or just age? we can't tell

annabel.lee Private E-2

chaslang MajorGeeks Admin - Master Malware Expert Staff Member