PLEASE HELP, I can't use Mozilla Firefox with avast!

Avast Free Antivirus / Premium Security
1

Hi, I recently had a virus which the tech removed & then he installed avast! free antivirus (so I don’t get any more viruses). Before avast I was using mozilla firefox but now I can’t open it. I’ve tried deleting and reinstalling firefox and even tried google chrome (as suggested on the avast! website) but that won’t open either :frowning: I’ve tried adding firefox into the sandbox files to be excluded but that hasn’t worked… I’ve tried searching on your website help/support too, hence why I am posting a new topic/question… can someone help me please? I am not a techinically minded user, just your average website junkie ;D CHEERS :slight_smile:

2

well…maybe your computer Tech did not remove it all…or removed something he should not

follow the guide and attach the logs…not copy and paste http://forum.avast.com/index.php?topic=53253.0

AdwCleaner
Malwarebytes
OTL
aswMBR

it may take hours before a malware remover arrive so be paitient

3

Hi, I’ve followed your advise and attached the logs for you. Please let me know if you have an answer to my avast! problem.

4

hi VickiEdwardsBrown,

Missing aswMBR.exe, or is that on the way?

5

I’ve tried and tried to download aswMBR… I can download it but it won’t run/open :frowning: I see that it has a user account control on it, but I am the only user and administrator so am not sure why it won’t open…

6

Hi there

You can try Firefox in the safe mode. Go to ‘RUN’ and type
‘Firefox -safe-mode’ and click OK. Make sure you tick Reset Firefox when Firefox starts. If Firefox doesn’t run, can you open the Task Manager by pressing Ctrl+Alt+Del and go to ‘Process’ and see if Firefox is running?

7

Try it in safe mode.

8

To get to W7 safe mode tap F8 during boot (before windows logo appears)

9

The tech did not remove the virus, he papered over the cracks

[*] Download RogueKiller and save it on your desktop.

NOTE: If using IE8 or better Smartscreen Filter will need to be disabled

[*]Quit all programs
[*] Start RogueKiller.exe.
[*] Wait until Prescan has finished …
[*] Click on Scan

https://dl.dropbox.com/u/73555776/RKScan.GIF

[*]Wait for the end of the scan.
[*] The report has been created on the desktop.
[*] Click on the Delete button.

https://dl.dropbox.com/u/73555776/RKDelete.GIF

[*]The report has been created on the desktop.

[*]Next click on the ShortcutsFix

https://dl.dropbox.com/u/73555776/RKFixShortcuts.GIF

[*]The report has been created on the desktop.

Please post: All RKreport.txt text files located on your desktop.

THEN

Warning This fix is only relevant for this system and no other, using on another computer may cause problems

Be advised that when the fix commences it will shut down all running processes and you may lose the desktop and icons, they will return on reboot

Run OTL

[*]Under the Custom Scans/Fixes box at the bottom, paste in the following

https://dl.dropbox.com/u/73555776/OTL_Fix.GIF


:OTL
64bit-FF - HKEY_LOCAL_MACHINE\software\mozilla\Firefox\Extensions\\{336D0C35-8A85-403a-B9D2-65C292C39087}: C:\PROGRAM FILES\WEB ASSISTANT
O3 - HKLM\..\Toolbar: (no name) - {98889811-442D-49dd-99D7-DC866BE87DBC} - No CLSID value found.
O3 - HKU\S-1-5-21-2901728405-2068089449-3904833795-1002\..\Toolbar\WebBrowser: (no name) - {687578B9-7132-4A7A-80E4-30EE31099E03} - No CLSID value found.
O3 - HKU\S-1-5-21-2901728405-2068089449-3904833795-1002\..\Toolbar\WebBrowser: (no name) - {7FEBEFE3-6B19-4349-98D2-FFB09D4B49CA} - No CLSID value found.
O16 - DPF: {4F29DE54-5EB7-4D76-B610-A86B5CD2A234} Reg Error: Key error. (GameTap Player)
[2012/10/23 11:02:16 | 000,000,000 | ---D | C] -- C:\Users\Vicki\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\File Restore
[2012/10/20 06:19:35 | 000,000,000 | ---D | C] -- C:\Users\Vicki\AppData\Local\Symantec
[2012/10/23 11:02:17 | 000,000,677 | ---- | M] () -- C:\Users\Vicki\Application Data\Microsoft\Internet Explorer\Quick Launch\File_Restore.lnk
[2012/10/23 11:02:16 | 000,000,368 | ---- | M] () -- C:\ProgramData\PcokAMgBSbZBTk
[2012/10/13 09:30:20 | 000,000,000 | ---- | M] () -- C:\ProgramData\cc2977f1613dff32e0a25d054c27d6b8_c
[2012/10/25 09:20:08 | 000,005,120 | -HS- | M] () -- C:\Windows\assembly\GAC_32\Desktop.ini
[2012/10/25 09:20:08 | 000,006,144 | -HS- | M] () -- C:\Windows\assembly\GAC_64\Desktop.ini

:Files
c:\ProgramData\Browser Manager
C:\$Recycle.Bin\S-1-5-18\$439b9e1bbe54c1afede48dabbe2bd58b

:Commands
[resethosts]
[emptytemp]
[CREATERESTOREPOINT]
[Reboot]

[*]Then click the Run Fix button at the top
[*]Let the program run unhindered, reboot the PC when it is done
[*]Open OTL again and click the Quick Scan button. Post the log it produces in your next reply.

FINALLY

Download and Install Combofix

Download ComboFix from one of the following locations:
Link 1
Link 2

VERY IMPORTANT !!! Save ComboFix.exe to your Desktop

  • IMPORTANT - Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. If you have difficulty properly disabling your protective programs, refer to this link here

[*]Double click on ComboFix.exe & follow the prompts.
[*]Accept the disclaimer and allow to update if it asks

http://img.photobucket.com/albums/v706/ried7/NSIS_disclaimer_ENG.png

http://img.photobucket.com/albums/v706/ried7/NSIS_extraction.png

[*]When finished, it shall produce a log for you.
[*]Please include the C:\ComboFix.txt in your next reply.

Notes:

  1. Do not mouse-click Combofix’s window while it is running. That may cause it to stall.
  2. Do not “re-run” Combofix. If you have a problem, reply back for further instructions.
  3. If after the reboot you get errors about programmes being marked for deletion then reboot, that will cure it.

Please make sure you include the combo fix log in your next reply as well as describe how your computer is running now

10

Thanks… I’ve done the Roguekiller and attach the report now… (then I’ll follow your OTL instructions)…

11

…here’s the OTL info…

12

Here’s the combo fix attachment. I can now open Mozilla fine and the links from Outlook are opening fine in Mozilla too YIPEE! You guys are AWESOME!! ;D ;D ;D

Q: The internet is still a bit slow but maybe that is normal when using an antivirus system(?)

Q: Do I keep all the programmes (Rogue, OTL etc) on my computer or can I/should I delete them?

13

VickiE.

Essexboy probably in bed right now. He is located in UK. Wait for more instructions tomorrow.

14

Thanks, I tried it in safe mode and it still won’t open. I also tried switching off avast and opening it to install it but no luck :frowning: however, as per below, I think the problems have been solved (apart from my two questions below). CHEERS, VICKI.

15

Once you are happy I will clear all the tools away safely

All the logs now look nice, the tech left a zero access infection behind along with some other bits and bobs

So big question … How is the computer behaving ?

16

Thanks for your reply :wink: and for checking my new logs… interesting that the tech left some issues on my pc - is that normal or was he being a bit slack?!

Re my computer now:

Q: The internet is still a bit slow but maybe that is normal when using an antivirus system(?)

17
  1. Not normal, and your tech may not be certified in malware removal. Essexboy is certified, and is a teacher in malware removal as well.
  2. Internet was likely slower when infected than it is now?
  3. All a/v’s slow a computer down from a base speed that is higher with no antivirus program installed. The better/best ones have the least impact on system performance, and still provide the higher level of protection you need.

All fully certified malware experts are trained to do no harm to a victim’s computer.

The point is to not damage your system any further than it already is, but to repair it to as close to pre-infection as possible. This requires extensive training; and this training is ongoing even after successful certification is achieved.

18

What I will do now is remove my rubbish and tidy up… Then let me know if the internet is still slow

Subject to no further problems :slight_smile:

I will remove my tools now and give some recommendations, but, I would like you to run for 24 hours or so and come back if you have any problems

Now the best part of the day ----- Your log now appears clean :thumbsup:

A good workman always cleans up after himself so…The following will implement some cleanup procedures as well as reset System Restore points:

Remove ComboFix
[*]Hold down the Windows key + R on your keyboard. This will display the Run dialogue box
[*]In the Run box, type in ComboFix /Uninstall
(Notice the space between the “x” and “/”)
then click OK

http://i1224.photobucket.com/albums/ee362/Essexboy3/Misc%20screen%20shots/CF_Uninstall-1.jpg

[]Follow the prompts on the screen
[]A message should appear confirming that ComboFix was uninstalled

Run OTL and hit the cleanup button. It will remove all the programmes we have used plus itself.

We will now confirm that your hidden files are set to that, as some of the tools I use will change that
[*]Click Start.
[*]Open My Computer.
[*]Select the Tools menu and click Folder Options.
[*]Select the View Tab.
[*]Under the Hidden files and folders heading select Do not show hidden files and folders.
[]Click Yes to confirm.
[]Click OK.

http://users.telenet.be/bluepatchy/miekiemoes/images/javaicon.gif
Your Java is out of date.
Older versions have vulnerabilities that malware can use to infect your system.
Please follow these steps to remove older version of Java components and upgrade the application.

Upgrading Java:
[] Go to this site and click Do I have Java
[] It will check your current version and then offer to update to the latest version

Now that you are clean, to help protect your computer in the future I recommend that you get the following free programmes:

http://img233.imageshack.us/img233/7729/mbamicontw5.gif
Malwarebytes.

Update and run weekly to keep your system clean

Download and install FileHippo update checker and run it monthly it will show you which programmes on your system need updating and give a download link

If you use on-line banking then as an added layer of protection install Trusteer Rapport

It is critical to have both a firewall and anti virus to protect your system and to keep them updated. To keep your operating system up to date visit
[*]Microsoft Windows Update

To learn more about how to protect yourself while on the internet read our little guide How did I get infected in the first place ?Keep safe :wave:

19

Hi and I must say I am THOROUGHLY impressed with the service I’ve been getting from you guys! I was daunted at first but your instructions were very easy to follow!! It’s awesome how much you know about computers :slight_smile:

The internet is still running slow… especially if I have more than one tab open, it will take a longer time (than previous to getting avast) to connect.

…and I just had a random blue screen error that said: BAD_POOL_(something, can’t remember the last word) - was very scary as it shut the computer down. When it restarted it was aok again though… strange!?!

20

Hi and I must say I am THOROUGHLY impressed with the service I’ve been getting from you guys! I was daunted at first but your instructions were actually very easy to follow!! It’s awesome how much you know about computers :slight_smile:

The internet is still running slow… and it’s worse if I have more than one tab open, it will take a longer time (than previous to getting avast) to connect. I tried to post this reply but it took forever so I ended up ‘stopping’ it and then re-posting…

…and I just had a random blue screen error that said: BAD_POOL_(something, can’t remember the last word) - was very scary as it shut the computer down. When it restarted it was aok again though… strange!?!