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Office documents randomly corrupting - possible malware issue.

Posted on 2013-01-31
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Last Modified: 2013-11-22
Hi there,

I have a really worrying issue that emerged yesterday with two independent customers. The first one was a laptop that was running extremely slow and then apparently some of the office documents had become unreadable. I immediately assumed adware / virus infection but was unable to remotely access it due to connection / stability issues and so could not confirm this. I got the customer to email me several of the affected documents (word, excel and publisher). Sure enough when I attempted to open them i got the same message as them: The file cannot be opened because there are problems with its contents. Details: The file is corrupt and cannot be opened.

Given that the laptop showed all the signs of being infected with some kind of malware I assumed at this stage that it had somehow corrupted some of the office documents. Within two hours I got a report from another customer (totally unrelated) that some of their office documents had become corrupted. I did have remote access to this machine and logged in to find exactly the same error message as on the laptop. I scanned for viruses and found nothing.

This is where I currently am. Could this be a new virus that is corrupting Office documents? I have attempted to repair one of the files using the office repair component of Ontrack Data Recovery. It repaired the header but then the data was unreadable. However my main concern is identifying the underlying cause.

Any suggestions or feedback would be welcome.
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Question by:VogueSoftware
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Accepted Solution

by:
Sudeep Sharma earned 500 total points
ID: 38839165
I would recommend to scan the system with the tools mentioned below and in the sequence they are mentioned and post the logs

Make sure you DO NOT REBOOT the system after running tools in point 1 & 2.

1. RogueKiller/TheKiller
2. MalwareBytes
3. TDSSKIller

I would also recommend you to go through the articles from Younghv and RPG for the links of the tools and for the future reference

Basic Malware Troubleshooting
http://www.experts-exchange.com/A_1940.html

Rogue-Killer-What-a-great-name
http://www.experts-exchange.com/A_4922.html

Stop-the-Bleeding-First-Aid-for-Malware
http://www.experts-exchange.com/A_5124.html

Run MalwareBytes in Quick Mode and if that required reboot, then reboot the system and run tools mentioned in point 1 and 2 but this time run MalwareBytes in Full Systen Scan.

So in your next reply post the RogueKiller logs, MBAM logs and TDSSKIller Logs

Sudeep
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Author Comment

by:VogueSoftware
ID: 38839184
Many thanks Sudeep,

Will get started on those steps shortly. It will take me a while though as there are three machines with network access to the files and theoretically it could be any of them with the issue - to make matters worse they need constant access to them during the day so i will need to work round the staff.

In the meantime if anyone else has had same issue or has any suggestions for repairing the office documents please speak up!

Cheers again.
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