Unable to detect which virus is the real culprit!

Hello,

I'm new to the forum and appreciate any help that can be given.
Several weeks ago, my '07 Norton Internet Security had expired on my home pc and noticed explorer ran slow and we were recceiving pop-ups & re-directs. I went ahead and downloaded Norton 360 on-line and tried to run a scan, quickly to realize I couldn't update and several functions were disabled. I called Norton for tech support & they informed me that I had trojan.PSguard_desktop_hijack and after allowing them remote access to my pc and they could not remove it unless I paid a fee. I argued to get more help without shelling out moer than the $70 I just paid for the subscription, but to no avail. At the same time, I lost my task manager function (ctrl+alt+del), & 'control panel' vanished from the start menu, and I was now getting bombarded with re-directs when I went on-line every time I entered a 'search'.

From the forum I was able to activate task manager & control panel function and I blocked the websites that I was re-directed to for some breathing room.

I then subscribed to Spyware Dr. which removed several things and appears to running fine but is having scans & updates turned off, which I can manually reset.

I also tried running most on-line virus scans to figure out what virus I may have; and although most of them were able to run, as soon as it finished, all the programs 'terminated' prior to letting me view the results of what viruses were detected. On a certain scan I briefly saw a file detected for sasser.a & several java errors 'B' through 'H'. Running the same scans in safe mode didn't make a difference.

After an incomplete running of a tool from F-secure for the sasser.a virus, I was able to run updates on 360 but the function to 'clean Internet Temp files' & 'clean windows temp files' is set to 'never run' and when I do it manually it ends up incomplete and 'skipped'.

On my desktop, there appears an icon called 'sticky keys' where the clock is, bottom right that I don't recall downloading or can remove by conventional methods. Is this part of the virus?

360 has only detected & removed a trojan called downloader. That trojan continues attempts on my pc, but it is blocked by 360.

Spyware Dr. has detected & quarantined:
Trojan.PWS.Bancos
ad.yieldmanager.com
application.nircmd
trojan.generic

trafficmp.com
mediaplex.com
fastclick.net
casalemedia.com
atdmt.com
ads.pointroll.com/ads
adrevolver.com

I'm certain I am missing some viruses, but I couldn't get all the names when I looked in my scanned history for full log reports on the 360. The Spyware Dr. seems more effective and I am wondering if it is worth paying an additional $10 for the full antivirus program and getting a refund for the 360.

Again, thanks for any help figuring out what is wrong with my pc.

Here is the Hijack This log:

 

Hello lossi44,

This is Mike from the Norton Authorized Support Team responding to your post.

It looks like Tim will be assisting you with your HJT log, however I can help you with issues related to Norton 360.

Since you have changed from using Norton Internet Security 2007 to Norton 360 (Version 2.0, I assume?), the symptoms you describe point to a few different issues. First, if you are receiving Java errors, you should uninstall Java and download and install the latest version of Java, making sure that no browsers or other applications are running when doing so.

Since you have other internet security applications installed, they could be conflicting with Norton 360's ability to properly scan and remove the infections that you listed. I would advise you to first uninstall any other 3rd party antivirus or internet security applications that you have installed.

You originally had Norton Internet Security 2007 installed and then installed Norton 360. The symptoms of not being able to access some of the functions in Norton 360 point to a possible corruption in your installation of Norton 360. To fix this problem I am going to provide you with the proper way to remove all Norton products from your system using the Norton Removal Tool, and to then properly reinstall Norton 360.

1. Click on the following link to download the Norton Removal Tool:

Norton Removal Tool and Instructions

2. After you run the tool, please restart your computer. Then log in to Windows again and run the removal tool again. Restart your computer after it is finished running the second time as well.

3. Make sure that your internet connection is working properly, and then reinstall Norton 360. Towards the end of the installation process, the LiveUpdate feature will automatically run and download and install updates to both the program files and definition files.

4. When the installation is complete, please manually run LiveUpdate to make sure that all of the updates are downloaded and applied. To do so, Click Start-> All Programs->Norton 360->LiveUpdate. LiveUpdate will run again and download and install any additional updates that are available. When this is complete, close the LiveUpdate window by clicking the "Finish" button.

By default, as long as you are logged in to Windows and connected to the Internet, LiveUpdate will run in the background a few times a day and automatically download and install any future updates.

5. Launch Norton 360 and make sure that the "Auto-Protect" and "SONAR" options are enabled.

6. Shutdown your computer and boot into Windows Safe Mode, launch Norton 360, and then complete a "Comprehensive Scan." If there are any infections found during the scan, please run the scan again to make sure that all threats were removed.

Please let me know if this process resolves the problems you are having with Norton 360.

Thank you,
Mike