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  (#1 (permalink)) Old
Gravestpulchra Offline
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BIIIIIIIIIG Virus? :O - April 24th 2011, 09:11 PM

OOokkayy... I am sososososososososo worried!! I have an account for my mum on my computer which I have been using regularly because it's easier to log into and I forget the name but it was something like "Vista anti virus" that kept on popping up saying I was infected.. so I decided to renew my mcafee protection plan and I chatted with one of the people and this is what she said:

Michael Johnstone: Hi, how can I help you today?
Customer: I was wondering how to download the total protection plan?
Michael Johnstone: So I can pull up your account, could you provide your name and email address please?
Michael Johnstone: I have found the following products in your account: 3-User McAfee Total Protection expired on 01/04/2011
Michael Johnstone: Were you looking to renew your subscription today?
Customer: Yes
Michael Johnstone: Thank-you for your question, one of our product specialists can guide you through this to ensure you get exactly what you want.
Customer: Okay thanks
Michael Johnstone: Ok, I am going to invite the product specialist into our chat, they are just finishing up with another customer, so it may take a few minutes for them to join the chat and review our conversation.
Please wait while we find an agent from the McAfee Sales Dept - Cart department to assist you.
Lina Shakirova: To confirm that we are providing the right solution, I am going to ask a few questions, okay?

How many computers are you protecting?
Customer: just 1
Lina Shakirova: What Operating System is currently running on your computer, for example, XP, Vista, or Windows 7?
Customer: windows vista
Lina Shakirova: How many people use this computer?
Customer: 1 occasionally 2
How often do you purchase items online like tickets, travel or products? Are you doing any banking, or paying any bills online?
Customer: Once in awhile
Lina Shakirova: Do you use your computer for checking email or chatting through MSN or Facebook?
Customer: Yes
Lina Shakirova: Do you store information such as pictures, passwords, mortgage information, taxes, and resumes (Other examples: Account information, bank statements, and specific dates like payment schedules) and if so, do you have a way to back-up that information?
Customer: Not sure..
Customer: I have Mcafee anti theft
Lina Shakirova: Our general recommendation before getting your protection in place is to ensure there is no malware or registry problems that could interfere with getting your security installed.

Have you noticed anything that indicates a virus, such as poor computer performance, freezing, redirects, frequent error messages, or pop-ups?
Customer: Yes
Lina Shakirova: Ok, we can continue over chat if you prefer. However, if you suspect you have a virus on your computer, for security reasons it would be recommended that we continue over the phone. Also, I will need to ask you a few questions and this can often be more efficient over the phone. Would you still prefer to chat or would you like me to call you?
Customer: I'd prefer to chat
Lina Shakirova: When did this start?
Customer: Two days ago there was a warning and then today it said something about an infection
Lina Shakirova: Sometimes when you are online a pop-up or alert will appear and ask you to run a scan or make a purchase, but no matter what you click on it wonít go away. Do you know if anything strange like that happened recently?
Customer: Something called vista anti virus did that I think
Lina Shakirova: Can you please check the name of this program for me?
Customer: It was on another account on the computer
Lina Shakirova: Ok, so you get a rogue antivirus and there are no software that will help you to fix your computer
Lina Shakirova: this fake program will block you when you will try to install your protection
Lina Shakirova: So there are 2 things that you need to do
Customer: Okay
Lina Shakirova: 1) use a technician to unblock your computer and remove this fake program
Lina Shakirova: after that you will be able to put any protection
Lina Shakirova: We do have the Virus Removal Service that would provide you with a technician who will remotely access your computer. All you have to do is sit back and watch them clean your computer in about 1 hour. This service is guaranteed so if there is no virus or we canít clean it then you get your money back. This service is cheaper than most shops, not too mention not having to go through the hassle of taking your computer in and being without it for days. Would you like to have them work with you on this?
Customer: How dangerous is this virus?
Lina Shakirova: Its trying to still your credit card information
Lina Shakirova: but basically it is a scareware
Customer: What is a scareware?
Lina Shakirova: this program trying to scary you so it will do number of crazy things show you lots of viruses, my shut down your computer, show like there is no internet connection etc
Lina Shakirova: but all of that is fake
Lina Shakirova: they trying to scary you enough and ask about credit card
Customer: It's done all of that but shut down the computer
Lina Shakirova: and they may try to hack your accounts and send this fake program throe friendlist
Lina Shakirova: So would you like our technician work with you on this or do you know anybody who can do it for you?
Lina Shakirova: Would you be interesting in it?
Customer: I have to think about it
Lina Shakirova: Ok, should I send you a link for Virus removal ?
Customer: Yes that would be great
The agent is sending you to http://us.mcafee.com/root/virus_remo...&culture=en-us.
Lina Shakirova: Basically this service have 7 days guarantee, so you can fix you computer and then think would you like to go with 1,2 or 3 years plan
Customer: Okay thanks

Sorry it's so long!! I just don't know what to do!! So the virus only appeared on the "mum" account, but I'm currently on my account and I don't see it so should I just delete the "mum" account? I don't want to pay for the virus removal and the protection it is to much.

Plus my mum doesn't know I have a virus, I can't tell my mother and brother because they'll make a racket out of it. I'm worried because I do occasionally purchase things with my mums credit card what should I do?

Sorry for the longness!! (And the ------------ is just where I deleted unnecessary stuff)

I'd really appreciate your help, I don't want to loose all my mums money :/ Thanks!!
  (#2 (permalink)) Old
Gravestpulchra Offline
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Re: BIIIIIIIIIG Virus? :O - April 24th 2011, 09:35 PM

And also if I did delete the mum account which I really want to do... I have some open office documents that I really would like to keep so is there any way that I would be able to transfer those over to my documents? I can't access the internet on that account... aaagh :P
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Re: BIIIIIIIIIG Virus? :O - April 24th 2011, 11:23 PM

Follow this guide:

  (#4 (permalink)) Old
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Re: BIIIIIIIIIG Virus? :O - April 25th 2011, 05:35 AM

Originally Posted by Gravestpulchra View Post
Sorry for the longness!! (And the ------------ is just where I deleted unnecessary stuff)
No, thank you for posting that chat log. At least now I know that you are using Windows Vista, with no antivirus protection since April 1st. And the rogue malware has infected you since 2 days ago.

Well, at least that's more useful than "Help me! I've got a virus!"

Originally Posted by Gravestpulchra View Post
I don't want to loose all my mums money :/ Thanks!!
It has been 2 days since the infection. If you have provided the rogue the card number, then it already got it. Nothing can be done there if you have done that, except call hte bank to request them to discard the old number and get a new one. If you have not, then don't provide the card number to it now.


So, moving on to dealing with the rogue malware . . .

NOTE: Neither TeenHelp nor me should be held responsible if your computer breaks. So follow my advice at your own risk. Sorry, but I thought I need to make that clear

Step 0: Backup, Backup, Backup

Backup your important files and your registry so that in case unexpected stuffs happen, we won't lose anything. Plus, if we break anything, we can always use the backup to revert it back to how things were before.
You can backup your files on your own, or you can use your Windows Vista's built-in backup feature.

If you don't know how to backup the registry, Microsoft has the instruction for Windows Vista here.

On the registry, however, I would recommend you to use ERUNT together with Window's built-in export (from Regedit). ERUNT is more complete, backing up the entire registry; it also allows you to replace the old one with the new one (as oppose to merging them).

Step 1: Scout for the enemy

Download SuperAntispyware PORTABLE version using the good account or another computer, put it on a flash drive, go into the infected account, and run it. Remove whatever infection it found.

Again, use the PORTABLE version. If it provides you a log afterward, please post the log here.

Step 2: Attack the enemy

Download Malwarebyte's Antimalware, the free version is good enough. Install and open it.

Update Malwarebyte's database and choose Perform Quick Scan.

Remove whatever infection it found. Again, if it provides a log, please post it here.

Step 3: Get a Third Opinion

Scan your computer again with an antivirus software. If you have already renewed your Mcafee subscription, use it. Please post the result here.

If you haven't, you can use an online scanner like ESET Online Scan, or Kaspersky Online Scan (Note: When I am typing this, Kaspersky's Online Scan is unavailable because they are upgrading it). Please post hte result here.

Or you can download a free antivirus program, like AVG, Avira, Avast, or Microsoft Security Essential. Again, please post the result here, if you use this method.

(Note: Personally, I recommend MS Security Essential if you are going to use one of these free antivirus programs. It's not the best, but it's a good-enough option for most home users. And yes, it's from Microsoft itself, for free.)

Step 4: Check for Leftover Threats

Please post a complete DDS log or OTL log here so we can check for remaining infection manually.

If you are paranoid about privacy and hate to let anyone see too much of your computer, please at least post a HiJackThis log. (It's a little outdated and provide a lot less info compared to DDS or OTL, but it's better than nothing).

Step 5: Rootkits? System Restore? Protections from Future Infections?

For now, don't worry about these . . . yet. We'll see once we have more info from the logs.
Sometimes it's necessary to check for remaining hidden rootkits and take care of them. But for now, I don't see the need to go through the trouble yet.

If you find that your computer is clean, you can go ahead and either create a system restore point so that you can revert back if needed (and as a mark for a fresh start), or you can go ahead and restore your system to earlier point of time, long before the infection happen (in your case, 2 days ago, so you would want to restore to something at least a week ago).

Also, it's dangerous to run Windows without an antivirus protection. So you need to either renew your subscription with McAfee soon, or use one of the free antivirus protection I listed previously. While at that, keep Malwarebytes on your computer; it's a good program to use alongside your antivirus. Scan your entire computer with your antivirus software and Malwarebyte occasionally to ensure safety.

You might want to check your Firewall settings and file association settings, too, in case they been altered.

Again, don't worry about those yet. We need to make sure that your computer is clean first before dealing with stuffs like System Restore.

Last edited by Digilodger; April 25th 2011 at 05:48 AM.
  (#5 (permalink)) Old
forfrosne Offline
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Re: BIIIIIIIIIG Virus? :O - April 26th 2011, 10:43 PM

  (#6 (permalink)) Old
Gravestpulchra Offline
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Re: BIIIIIIIIIG Virus? :O - May 3rd 2011, 06:10 PM

Thanks so much you guys, it's all very helpful!!
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biiiiiiiiig, virus

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