Posted 06 September 2013 - 07:55 AM
Posted 07 September 2013 - 06:22 AM
- If you are a paying customer, you have the privilege to contact the help desk at Consumer Support. If you choose this option to get help, please let me know.
- I recommend you to keep the instructions I will be giving you so that they are available to you at any time. You can save them in a text file or print them.
- Make sure you read all of the instructions and fixes thoroughly before continuing with them.
- Follow my instructions strictly and don’t hesitate to stop and ask me if you have any questions.
- Post your log files, don't attach them. Every log file should be copy/pasted in your next reply.
- Do not perform any kind of scanning and fixing without my instructions. If you want to proceed on your own, please let me know.
- One or more of the identified infections is related to a nasty rootkit component which is difficult to remove. Rootkits and backdoor Trojans are very dangerous because they use advanced techniques (backdoors) as a means of accessing a computer system that bypasses security mechanisms and steal sensitive information which they send back to the hacker. Many rootkits can hook into the Windows 32-bit kernel, and patch several APIs to hide new registry keys and files they install. Remote attackers use backdoor Trojans and rootkits as part of an exploit to gain unauthorized access to a computer and take control of it without your knowledge.
If your computer was used for online banking, has credit card information or other sensitive data on it, you should immediately disconnect from the Internet until your system is cleaned. All passwords should be changed immediately to include those used for banking, email, eBay, paypal and online forums from a CLEAN COMPUTER. You should consider them to be compromised. You should change each password by using a different computer and not the infected one. If not, an attacker may get the new passwords and transaction information. If using a router, you need to reset it with a strong logon/password so the malware cannot gain control before connecting again. Banking and credit card institutions should be notified of the possible security breach. Because your computer was compromised please read How Do I Handle Possible Identify Theft, Internet Fraud and CC Fraud?
Although the rootkit has been identified and may be removed, your PC has likely been compromised and there is no way to be sure the computer can ever be trusted again. It is dangerous and incorrect to assume that because this malware has been removed the computer is now secure. In some instances an infection may have caused so much damage to your system that it cannot be completely cleaned or repaired. The malware may leave so many remnants behind that security tools cannot find them. Many experts in the security community believe that once infected with this type of malware, the best course of action is to wipe the drive clean, delete the partition, reformat and reinstall the Operating System.
- When should I re-format? How should I reinstall?
- Help: I Got Hacked. Now What Do I Do?
- Where to draw the line? When to recommend a format and reinstall?
Please let us know how you would like to proceed.
Posted 12 September 2013 - 01:21 AM
Other members who need assistance please start your own topic in a new thread. Thanks!
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