Question

Computer infected by virus? Windows installer problem?

Asked by: radiocricket

I need some help pretty desperately now.  I've been trying to fix some computer problems and I'm usually fairly competent at it but now I'm close to tears and facing reformatting my laptop- something I just don't want to do.

I don't know the true source of the problem.  In the wee early morning hours of January 14th, I was running an advanced search in Outlook Express of my Inbox.  I do have a great deal of saved messages (1.8 GB- though I didn't realize it was that large then).  My computer crashed during the search and I just turned it off for the night.  The next morning (still the 14th), I rebooted the laptop and opened Outlook Express and I had lost all my e-mails from July 18th, 2007 to the present day.  I rebooted a couple of times just thinking it might have been a hiccup, but it wasn't.

I have OfficeRecovery and ran Recovery for Outlook Express and while it did seem to recover all my messages, it didn't recover any attachments.  It took a bit of time as well since my laptop is close to 5 years old: 512 MB RAM, 80 GB hard drive with only 6 GB of free space (now after I've deleted some things).  My husband has Advanced Outlook Express Repair on his computer so I copied my inbox.dbx to his computer and used that to restore my e-mails.

Advanced Outlook Express Repair though was running very slowly and using just about all of his system's CPUs.  It had been running for 12 hours and was only at 3% progress.  Worrying about tying up his work computer or about him accidentally closing the program.  I started searching for another e-mail recovery program and found ScanDBX.  I have to admit that I didn't want to spend the $38 for the software (my husband's a casualty of the economy and it's pretty tight for us right now) so I went looking for a pirated copy.  Looks like I learned my lesson, I found one and when I followed the directions I couldn't run the .exe file.  I then found a second one but instead of ScanDBX, some Blackbox Data Recovery program opened up.  I was frozen with fear and dread, quickly closed it and uninstalled all the files.  This was the evening of the 15th.  All this time, I hadn't opened Outlook Express and didn't use my computer for anything else as it's primarily used for e-mail.

Yesterday, I wanted to run a virus scan on the whole system since I was very nervous about the two questionable programs/sources and saw that Norton wasn't running.  Then I recalled that with all the reboots I'd done over the previous days, they were all relatively fast, compared with all the time they usually take.  While I did notice at the time that the reboots were fast, it didn't dawn on my to wonder why.

The error I was getting with Norton is that C:/........../ccApp.exe is not a valid Win 32 application.  Doing a quick Google search, it seemed the answer was an uninstall/reinstall.  I went to Add/Remove Programs and tried to uninstall it- no go.  It starts and seems to get to the end but then nothing happens.  I let it try the uninstall overnight last night but all I had to show for it this morning was a warm laptop.  I've downloaded the Norton Uninstaller and that starts to run and then fails- I don't recall if there's and error or if it hangs up as well.  I've tried to reboot the computer in safe mode, safe mode with networking and safe mode with command prompts but all I get is an error saying that Windows failed to load correctly.  Windows will load normally though.  I have Windows XP SP2 (I think SP2 anyway).

I then downloaded Kaspersky's trial but I can't install that since Norton's still on my system.  I tried to manually uninstall Norton, but that didn't work.  I then downloaded AVG free.  That begins to install and also fails, same with Avira's Free Antivirus software.  I then tried Trend Micro Housecall and Symantec Security Check but both of these just hang up as well.

I remember that Norton's uninstall was hanging up on a .msi file.  I also noticed that one of the others that I tried had a .msi error.  I did go to system.msc and started windows installer and changed it from manual to automatic but that doesn't seem to have helped.

So the bottom line is, I don't know what caused the problem I'm having, the initial crash while doing the Outlook Express search or something bad that I installed on my computer while trying to save $38.  Please help, if not for me, then for my husband and kids who have had to suffer along with me these last few days!

-Janice

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Asked On
2009-01-17 at 18:39:13ID24061263
Tags

virus antivirus safe mode uninstall windows installer

Topics

Anti-Virus

,

Microsoft Operating Systems

,

Windows Network Security

Participating Experts
2
Points
500
Comments
69

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Answers

 

by: dstewartjrPosted on 2009-01-17 at 18:52:23ID: 23403469

first download and run the norton uninstaller utility

http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039

 

by: dstewartjrPosted on 2009-01-17 at 18:55:40ID: 23403479

Then download and run combofix

and then malwarebytes


 

by: radiocricketPosted on 2009-01-17 at 18:56:06ID: 23403480

I have tried that and it will start, but then not complete the uninstall.  I'll try that again to see exactly what happens as I can't recall.

-Janice

 

by: radiocricketPosted on 2009-01-17 at 19:03:16ID: 23403493

Okay, I'm running Norton Removal Tool - 2009.0.0.41 again and it still getting stuck at the same point- about 70% through according to the status bar- "Processing MSI's by Product Code".

I have use Windows Task Manager to end the program.

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 19:06:39ID: 23403506

ok try Windows Installer CleanUp Utility to uninstall.


after you install this start it up and look for the norton reference

 

by: dbruntonPosted on 2009-01-17 at 19:07:25ID: 23403508

 

by: dstewartjrPosted on 2009-01-17 at 19:07:37ID: 23403509

also have you rebooted lately, norton uninstall might have been hung up if you havent

 

by: dstewartjrPosted on 2009-01-17 at 19:10:24ID: 23403519

Also go the startup tab in msconfig(start>>run>>msconfig) and deselect all and reboot

 

by: radiocricketPosted on 2009-01-17 at 19:12:14ID: 23403525

I have rebooted after almost every failed uninstall attempt just in the hope it actually did work (or probably more in hope that everything was miraculuously fixed).  I haven't yet- my computer is a bit slow.

Should I still download Combofix or go straight to the Windows Installer Cleanup Utility and/or Stinger?

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 19:13:36ID: 23403530

start with installer cleanup, then combofix

 

by: radiocricketPosted on 2009-01-17 at 19:17:46ID: 23403539

Thanks.

I'm at the System Configuration Utility now and while I've deselected all that were checked, it still leaves "Use Original BOOT.INI" selected.  Is this correct to proceed with or should I choose one of the other options (Normal Startup or Diagnostic Startup)?

Lastly, seeing one of the buttons reminded me that I did try to do a System Restore to an earlier date a few times and that didn't work either.  The error that I got was that it couldn't be restored because there were no changes to the system.

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 19:18:23ID: 23403544

Another recommended thing to do is download and run hijackthis  and post the results to this analyzer  which will tell which options to select to fix.

 

by: dstewartjrPosted on 2009-01-17 at 19:20:19ID: 23403552

use original Boot.ini and since system restore didnt work, then disable it for now so that it will delete restore points which viruses can infect.

 

by: radiocricketPosted on 2009-01-17 at 19:22:42ID: 23403566

So- reboot (please confirm I've selected the correct option with msconfig- see post above), download installer cleanup- run, download combofix- run, download hijackthis- run, then plug results into the hijackthis analyzer.

I'm so nervous about creating more damage than I've already done!

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 19:27:59ID: 23403582

Yes to all , you're  doing fine. :-)

 

by: radiocricketPosted on 2009-01-17 at 19:30:53ID: 23403595

Thanks again- I really appreciate the help- and on a Saturday night depending on where you are.  Just bear with me as both my computer and DSL aren't the fastest out there!

Windows is loading now, but I didn't see where to deselect the system restore point so just went ahead with the ORIGINAL BOOT.INI.

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 19:39:40ID: 23403616

If you right click on "my computer">> properties>> system restore tab>>turn off system restore

 

by: radiocricketPosted on 2009-01-17 at 19:44:19ID: 23403633

Should I do that and reboot again?

Also, after the selective reboot, I don't have access to the internet.  So I'm downloading the programs to a flash drive and installing them that way.  Are there any problems doing it this route or do I need to have internet access restored with a "normal" reboot?

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 19:47:54ID: 23403640

yes, reboot and you can do it with flash drive no problem. Was this computer on wireless?
could be reason no internet after msconfig selective reboot.

 

by: radiocricketPosted on 2009-01-17 at 19:58:51ID: 23403664

Okay, I've got the rebooting done but when I try to run the Windows Installer (msicuu2.exe) I get an error:

"The Windows Installer Service could not be accessed.  This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed.  Contact your support personnel for assistance."

What's my next step, a normal reboot or is this linked to the problems I've been having with the AV installs?

-Janice

 

by: radiocricketPosted on 2009-01-17 at 20:00:04ID: 23403668

Also- thanks for jogging my memory- the internect connection is a hiccup I get every now and then with my restart.  It's a LAN line but if I switch to wireless it works.  If I reboot again, it usually solves it.

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 20:01:25ID: 23403672

 

by: dstewartjrPosted on 2009-01-17 at 20:05:41ID: 23403685

If that doesnt work lets do this:


How to Perform a Windows XP Repair Install


The only thing you lose with this is you'll have to re-update(windows update)

 

by: radiocricketPosted on 2009-01-17 at 20:13:13ID: 23403705

Okay, tried installing the updated Windows Installer and get the following error:

"update.exe is not a valid Win32 application"

That's bad isn't it?

-Janice

 

by: radiocricketPosted on 2009-01-17 at 20:15:46ID: 23403709

So my next step is the Windows XP Repair Install I guess.  Looks like I need to do a full back-up first.  I don't know how long that will take.

-Janice

 

by: radiocricketPosted on 2009-01-17 at 20:27:48ID: 23403748

I don't have a Windows XP CD to boot off of- I just have the VAIO Recovery Program on my laptop.  I'm not sure how to proceed with the Windows XP Repair?

The backup is going to take a bit as well, two hours perhaps- what time zone are you in?

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 20:29:19ID: 23403754

10:28 central time here, will be up well past midnight  :-)

 

by: radiocricketPosted on 2009-01-17 at 20:31:30ID: 23403761

Okay, I'm an hour ahead of you- feels so much later!  Must be from dealing with this all day!  What should I do with not having the Windows XP cd?

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 20:38:32ID: 23403780

 

by: radiocricketPosted on 2009-01-17 at 20:48:23ID: 23403800

I'll cross my fingers I can find my I386 file.  I'll look for that when the above command finishes.  Running the backup and the Windows File Protection at the same time is slowing them both down.

-Janice

 

by: radiocricketPosted on 2009-01-17 at 21:19:17ID: 23403851

The sfc /scannow didn't give me any kind of message when it was completed.  It just took awhile to run through the Windows File Protection dialog and then closed.

-Janice

 

by: dstewartjrPosted on 2009-01-17 at 21:25:43ID: 23403865

try to finish the norton uninstall with the tool

 

by: radiocricketPosted on 2009-01-17 at 21:41:18ID: 23403893

It's still hanging up on the "Processing MSI's by Product Code".

My backup is taking quite a bit of time and I don't know how much longer it will take (it keeps jumping from 132 minutes remaining to 5 minutes remaining to 21 minutes remaining so it's anyone's guess I suppose).  Do you want to pick this up tomorrow?  What's my next step?  I haven't tried the Combofix, Malwarebytes, Stinger or Hijackthis- not that I even know what any of them do!

-Janice

 

by: dbruntonPosted on 2009-01-17 at 21:59:37ID: 23403927

>> I haven't tried the Combofix, Malwarebytes, Stinger or Hijackthis- not that I even know what any of them do!

The first three are all small anti-virus packages designed to look for the most common viruses and trojans.  The last one looks at what applications/services are running on your computer.  You submit the HiJack report here for experts to look at and work out if they can identify the bad stuff.

 

by: radiocricketPosted on 2009-01-17 at 22:10:13ID: 23403951

Does it seem like I'm having a problem with a virus or a Windows file?

-Janice

 

by: dbruntonPosted on 2009-01-17 at 22:20:29ID: 23403964

>> Does it seem like I'm having a problem with a virus or a Windows file?

Unknown.  I'd get your backup done first.

With all of your data saved you can then consider radical measures like a total reinstall if necessary.

 

by: radiocricketPosted on 2009-01-17 at 22:27:58ID: 23403974

I was just discussing that with my husband.  It might be a feasible option.  The worst thing I'd have to reinstall would be AutoCAD (for work).  I'm willing to try some other options first though.  I'll do Hijackthis next if that's the most useful (after my backup completes of course).  I won't be able to post that until the morning.

-Janice

 

by: dbruntonPosted on 2009-01-17 at 22:43:11ID: 23404003

Do these first Combofix, Malwarebytes, Stinger after the backup.

Also do you have an external USB enclosure that would take this computer's hard drive?

 

by: dstewartjrPosted on 2009-01-17 at 22:46:55ID: 23404009

 

by: radiocricketPosted on 2009-01-18 at 10:02:58ID: 23405763

Okay, I'm backed up.  I found the I386 file on my computer but haven't done the XP Repair yet.  I'm trying to do Combofix but can't.  I have it on my flash drive and any time I try to run it, drag-and-drop or just right-click to copy, it hangs up and I can't do anything.  Even Windows Task Manager doesn't seem to end the process so I reboot.

I try to run Malwarebytes next, then Stinger.

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 10:06:23ID: 23405776

You need to disable any running antivirus from running to run combofix, you should be able to run it from the flash drive.

 

by: radiocricketPosted on 2009-01-18 at 10:11:54ID: 23405797

I don't think any antivirus is currently running.  I haven't been able to install any and don't know what's left of Norton.

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 10:15:21ID: 23405813

Did you try to run combofix from the flash drive?

 

by: radiocricketPosted on 2009-01-18 at 10:25:28ID: 23405844

Yes, I can't do anything with it- run it, drag-and-drop or right-click without locking it up.

I don't have internet access to this computer any longer either (is that due to the selective start-up?).  When I view my network connections, nothing is there.

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 10:30:54ID: 23405867

Most likely, lets do this in safe mode.

 

by: radiocricketPosted on 2009-01-18 at 10:36:52ID: 23405888

That's one of my problems, I can't get into safe mode.  I have to reboot again anyway, so I'll try again.

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 10:39:25ID: 23405896

if you do a hard shutdown while its starting to load windows, it should allow you to get into safe mode

 

by: radiocricketPosted on 2009-01-18 at 11:05:08ID: 23405990

I tried that and still get the message: "We're apologize for the inconvenience, but Windows did not start successfully.  A recent hardware of software change may have caused this"

The only option that loads is starting windows normally.

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 11:10:45ID: 23406020

Ok then lets use http://www.ubcd4win.com/

 

by: radiocricketPosted on 2009-01-18 at 11:22:22ID: 23406063

Okay, I've started that download.  It's going to take awhile as my DSL connection is a slow one.  It's an executable file so can I just put it on my flash drive and run it from there?

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 11:27:01ID: 23406085

You'll need a cd to burn it to

 

by: radiocricketPosted on 2009-01-18 at 11:42:09ID: 23406154

Burn it to a cd, put it in my laptop's drive and reboot?

 

by: dstewartjrPosted on 2009-01-18 at 11:44:19ID: 23406163

yup

 

by: dstewartjrPosted on 2009-01-18 at 11:44:50ID: 23406164

no dont burn the exe to cd

 

by: dstewartjrPosted on 2009-01-18 at 11:48:35ID: 23406181

run the setup

 

by: radiocricketPosted on 2009-01-18 at 11:51:05ID: 23406187

okay, the exe will extract files and then those are the files that I burn to a cd- correct?

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 12:28:20ID: 23406302

the exe  will install and then create cd for you

 

by: radiocricketPosted on 2009-01-18 at 15:54:59ID: 23407218

okay, now I'm confused!  I've downloaded and installed UBCD4win to my husband's computer.  It goes through a series of checks (which were all fine) and then brought me to the dialog box where I create the CD.  It asks for the source path- (path to Windows installation files) but this is on my husband's computer and he has Vista, while mine (the one with the problems) is running XP.

I moved the UBCD4win.exe to my flash drive and then ran it from there to install it on my computer but it fails.  I get the following error:

"The integrity check has failed and UBCD4Win cannot be built...

"Since the MD5 has of the download has not been verified it makes it difficult to determine exactly why the integrity check has failed so if you're connected to the internet then it's strongly recommended that you have the MD5 hash of the original download verified for you now.  Do it?

"After this dialog box is closed you'll see a list of files that failed the integrity check."

When I installed it on my husband's laptop, the integrity check and MD5 hash were all good.  Here is the list of files it generated:

oem1\autorun\autorun.inf, 3DF3CC639563AFB482FB3340AE14F585 has been removed.
plugin\AntiSpyware\hijackthis\HijackThis.exe, E8269245566BE948F6A219135B434160 has been modified.
plugin\AntiSpyware\Spybot\files\blindman.exe, D85590149AEEBDAF19D035A7888E5CB2 has been modified.
plugin\AntiSpyware\Spybot\files\SpybotSD.exe, 3B1B5D09D3C9C4CD39D4DB06ED7A0855 has been modified.
plugin\AntiSpyware\Spybot\files\TeaTimer.exe, 63B3FF83B87AFCEBA89CED54695DA0F6 has been modified.
plugin\AntiSpyware\Spybot\files\Update.exe, 75FE15769EB5BFD0E3F666469A78B5F1 has been modified.
plugin\AntiSpyware\SUPERAntispyware\files\SUPERAntiSpyware.exe, 8A62A42E804C8AA0C7331BF83872BEFD has been modified.
plugin\Applications\FireFox\files\uninstall\helper.exe, C5062EF96A1CFF2C03F69D990189B1B2 has been modified.

Seeing this list makes me suspect a virus as I don't what some of these programs are.  I don't know what blindman.exe is and I know of I haven't installed anything along the lines of SUPERAntiSpyware.exe (unless that a file that Spybot, Norton or Windows uses).  I'm pretty sure I haven't installed Hijackthis on my computer ever before.  It's not listed under my Program Files.  Just to confirm this, I installed Hijackthis and sure enough, it installed to Program Files\Trend Micro\HijackThis, which definitely wasn't there before.  Trying to run HijackThis, I get the error, "C:\...........HijackThis.exe is not a valid Win32 application."

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 16:00:43ID: 23407234

You install UBCD4win.exe on the computer you downloaded it on (you dont put the exe on flash drive) After installed you run it and it will locate the files it needs(on your hard drive) to build a cd. You can either have it build an iso file that you can burn later or have it automatically burn it for you. The md5 hash failed because it needs to connect to internet to verify.

 

by: dstewartjrPosted on 2009-01-18 at 16:03:13ID: 23407240

Also all those files/filenames that you are seeing above are what is gonna be installed on the ubcd when its finished. Then you boot the computer off of this cd and you can run those programs.

 

by: radiocricketPosted on 2009-01-18 at 16:07:10ID: 23407246

Okay, so I need to reboot my laptop in Normal mode so I can access the internet and then download the UBCD4win again?  Sorry, I misunderstood that or I wouldn't have wasted the time downloading it to my husband's laptop.  I'll report back after I've downloaded it again- about 3 hours or so.

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 16:10:32ID: 23407259

you still have on flash drive dont you???

 

by: radiocricketPosted on 2009-01-18 at 17:47:16ID: 23407530

I do still have it on the flash drive.

 

by: dstewartjrPosted on 2009-01-18 at 17:48:33ID: 23407538

run the setup

 

by: radiocricketPosted on 2009-01-18 at 18:03:15ID: 23407592

Now I am confused, as this is what I did try already.  I downloaded UBCD4win.exe to my husband's computer and extracted it there.  I ran the install on my husband's computer but since it's looking for the path to the Windows Installation files which I know I can't pull from my husband's computer so I moved the UBCD4win.exe file to my flash drive.  I installed UBCD4win to my computer from my flash drive but since it's not connected to the internet, I couldn't run the HD5 hash.  Going through the install steps, I got the above error list of files.

So, I went into msconfig and selected for my computer to boot with "Normal Startup" instead of the selective one.  It looks like the majority of my programs are back up and running that weren't with previous reboots (with the normal startup).  I'm tempted to try the Norton Uninstaller again but don't want to mess anything up more.  I've moved UBCD4win.exe off the flash drive onto my desktop and am installing it to new folder.  Since I'm connected to the internet now, it was able to do the HD5 hash check, hopefully that does the trick.  It's running through and verifying files now, it's at 7% and not going very fast.

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 18:08:10ID: 23407601

Well if you are as persistent as I am, then we'll get thru this.


Does your computer have a I386 folder(windows installation files)?

Also, neither of your computers has a restore disk??


 

by: radiocricketPosted on 2009-01-18 at 18:22:41ID: 23407645

I did find the I386 folder (with some 5,000 files and the winnt.exe and winnt32.exe).

My husband's computer has Vista installed.  I don't know if he has a restore disk or not.  Mine is a VAIO that didn't come with a restore disk, but has some kind of restore written into it.  I know that if I run that, it will wipe out all my files.

I'm pretty persistent- can't you tell?!

-Janice

 

by: dstewartjrPosted on 2009-01-18 at 18:26:56ID: 23407659

Good, then ubcd will have what it needs then to create a disk for you.

 

by: radiocricketPosted on 2009-01-18 at 18:34:22ID: 23407698

It failed a second time.  Now I have this error:

"The MD5 hash of your download seems to be ok but the integrity check has failed.  This usually means that an anti-virus or some other program is silently deleting files that it detects as riskware.  It's strongly recommended that you extract and build UBCD4Win in safe mode when this happens.

"You'll see a list of files that were affected after you close this dialog box."

The list of files is the same ones that it listed before and I posted above.

-Janice

20120131-EE-VQP-002

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