[Solved] Have I been Infected ?

[neilofnorton]

Ken B

 

Enjoy your holiday away fro all this

 

Just tried to do a kaspersky vulnerability scan - seized up virtually identical to scan #74

the only difference seizurepoint

Amd64\HPZ3awn7.dll

 

Neil

[neilofnorton]

Ken B

Sorry about adding updates whilst you are away on holiday Today I installed 4 4gb = maximum memory for this computer 16 gb.

 

Dell support memory function test passed all of their 20 tests.

All functions appear ok except kaspersky scanning processes and Seagate back up.

latest scan after installation seized up showing Same regular problem areas of seizures

Amd64\HPWK850Txml

Neil

Edited July 22, 2016 by neilofnorton

[KenB]

Hi Neil,

 

Thanks for the PM - I sometimes need a bit of a kick start to get back into forum mode :)

 

You said in your PM that the scans invariably hung on HP printer.

Try installing Revo Uninstall [ FREE ] scroll down for the free version.

click here

You DON'T want the version from the "Other Downloads" box.

 

After you install and run it - it will locate all installed software.

Click on the HP Printer software and then select "Uninstall" from the toolbar.

There are 3 options I think. The most indepth requires you to select items from the registry for deletion. Avoid this.

Select the middle level. [ The default I think ]

 

This will remove some registry entries.

 

We are trying to remove as much of the installed software as possible without causing further problems.

After the scan you will be faced with something like this:

 

[ATTACH=CONFIG]1506.vB5-legacyid=2600[/ATTACH]

 

DO NOT tick any other boxes other than the last one that has HP software in it.

[ in this one I am removing Revo Uninstaller Pro ]

 

After the HP drivers have been removed try running your scan again.

You will need to restart the computer to complete the removal process.

 

We will need to locate the most up-to-date drivers for your printer.

[neilofnorton]

Ken

Downloaded the free revouninstaller-did not appear as above-there was a middle option which I selected

covering HP-not quite the same.as appeared above- given the option to uninstall which I did . HP removed.

When completed did a scan -completed with out seizing up for the first time for months.

Then tested the printer-printed ok.

Up to date drivers for printer - HP Photorsmart3110 All-in-one ?????

 

Neil

[KenB]

scan -completed with out seizing up for the first time for months.

Progress :)

 

Then tested the printer-printed ok.

Your printer has the driver software embedded into Windows - so the drivers would have been re-installed on a re-boot..

 

HP have a scan option to update drivers if there are newer ones available.

click here

If things are OK you may want to leave things as they are.

 

Let me know how things are now.

[neilofnorton]

Progress :)

 

 

Your printer has the driver software embedded into Windows - so the drivers would have been re-installed on a re-boot..

 

HP have a scan option to update drivers if there are newer ones available.

click here

If things are OK you may want to leave things as they are.

 

Let me know how things are now.

 

Ken

 

Will monitor system.

Have not visited the HP site unless further problems arise. Printing seems ok.

Did a full kaspersky scan on Sunday (prior to revo download) - actually did a full scan without seizing up-only the second one since installation of kaspersky - took 5 hours 10 - nothing found.

 

Have had trouble with BT Infinity 2 over last 10 days-lost telephone and very slow download speed - bt fixed phone but download speeds

very poor - engineer who fixed phone problem stated broadband problem was in exchange-bt stated they would monitor and contact

me yesterday. No contact from technical department to date.

Although speed improved but not what was promised I have had 3 chat lines attempts to get a resolution and explanation.-no joy to date.

I cannot access the SMART HUB manager process - 192.168.1.254 as provided in their manual-could prior to the telephone fault. I have had an e mail stating they would contact me within 24 hours - service is disgusting

 

Yours is superb (and Starbuck)

 

Neil

[KenB]

Hi Neil,

 

My sister works for BT and has done for many years.

She agrees with you - they are an awful company.

Their staff are stressed out and are constantly told that they are under-performing.

In your situation - this would seem to be the case.

 

I cannot access the SMART HUB manager process - 192.168.1.254

192.168.1.254 is what I get when I look this up.

This is odd as this is a standard address to access the hub - which is nothing to do with the exchange.

 

Out of interest - try 192.168.1.1 or 192.168.1.0

 

What happens when you type in 192.168.1.254 ?

I assume that you have a wireless or wired connection to the hub that is working ?

[neilofnorton]

Ken

When I type in their 192.168.1.254 = page cannot be displayed.

your other two dont get me to the hub

I have wired ethernet connection to the hub as well as wi.fi facility.

Both give me access to the internet.

 

Download speed does not alter which ever I use.

 

Spent three hours on bt freephone to India this morning - got me nowhere- first got cut off, second call gave me a 0800 BT number which turned out to be a

bt computer fixing charge dept. who transferred me back to the Indian sub continent-he will monitor my speed and phone back on Tuesday.

No one know how to solve the hub connection issues

Neil

[KenB]

Hi Neil,

 

Do you have BT Homeplugs [ range extenders ] fitted.

If so -

Unplug them and try accessing the Home Hub again using 192.168.1.254

 

If no go - unplug the Home Hub and let it re-boot.

Try again.

[neilofnorton]

Ken

 

Carried out your instructions-made no difference at all.

Await bt call - after 1400 hrs today.

Speed test absolutely constant-never differs.As if it has been set in exchange.

Neil

[KenB]

Let's see what BT have to say Neil :)

[neilofnorton]

Ken

11/8/16

BT just rang me-will send a broadband engineer Monday am 15th/8.

Neil

[neilofnorton]

Ken

BT broadband engineer attended as per appointment time.

 

 

 

 

Did quite a few tests and

then he increased the speed immediately to expected level between 38 and 51 using his access equipment.

Tested the "recommended" 192.168.1.254 - no joy. Unable to give an explanation or solution.

He had only ever seen the new Smart Hub in a television advert. Mine was his first.

I showed him I could access the hub by inserting on the web browser " bthomehub.home"

I was left with that option.

 

Very helpful chap.

I will monitor situation.

 

 

Getting back to computer issues I twice tried to do a back up process yesterday and each time computer seized.

Had to switch off and reboot .

 

Recent back ups have been ok - does that mean what has been backed up will always be retained on the Seagate system.

 

Neil

[KenB]

Hi Neil

 

Sorry that I have not replied - I have been away [ holiday ...not doing time !! :) ]

 

He had only ever seen the new Smart Hub in a television advert. Mine was his first.

This doesn't surprise me.

My sister is a planning engineer [ highly specialised job ] and BT in their wisdom decided to shut down the department.

She dug her heels in and played them at their own game - but guess where the other guys ended up.

Yep - installing broadband driving around in a van.

 

" bthomehub.home"

This gives you access to the Home-Hub software ?

 

does that mean what has been backed up will always be retained on the Seagate system.

Yes - you should be ok with the previous backups.

Does your backup software overwrite the previous backup?

Do you know where the backups are stored?

 

I twice tried to do a back up process

Is this your only problem now ?

[neilofnorton]

Ken

The only problems are back up and a full kaspersky scan

but there in no consistency

sometimes computer seizes up when doing either scan or both procedures work ok apart from both taking a very long time (6 hours)

to complete the procedures.

I presume back up storage is on the Seagate - I have never tried to access whatever is stored.

Neil

[KenB]

The only problems are back up and a full kaspersky scan

 

You don't have a second Anti-Virus on your system do you ?

 

I presume back up storage is on the Seagate

What are you using as backup software ?

 

Do you have another drive permanently connected other than the main one ?

[ It is not a good idea to backup to the main drive - just in case this dies :( ]

[neilofnorton]

Ken

Only antivirus is kaspersky-recently introduced because microsoft security essentials ceased to do full scan. Removed.

malaware bytes and spyware blaster been on since new.

The only back up process I am aware of and use is the Seagate 2TB.

 

After your question I established there is Dell Data self local back up - basic edition available on the computer but have never made use of it or established how to use it.

I hope I have answered your question.

Neil

[KenB]

Hi Neil

The only back up process I am aware of and use is the Seagate 2TB.

Is it "Seagate Dashboard" that you use?

 

Do you backup to an external drive ?

 

Do you do this manually or is it continuous ?

 

 

Can you switch off Kaspersky?

This may help - click here

 

It may be a good idea to disconnect from the internet at this point.

 

Try running the backup software now.

 

If it is doing a complete backup this will take some time.

Seagate recommend doing this over night - which may explain why it took 6 hours prviously.

[ this is for the first initial backup ]

[neilofnorton]

Ken

Sorry for the delay.

Seagate dashboard ???? Not aware of this

Back up -manually every Sunday am on Seagate 2TB. Been doing this for lon time.

Last two backups ok - both just over an hour have never checked what is backed up -always presumed ok.

Kaspersky - have not switched off but downloaded an updated version.

 

Tried a full scan-seized up after an hour.This was after the updated Kaspersky installation.

Usual culprit shows up at time of seizure AMD64 HPWH9800.CGF

 

You recommended #78 installing revo which seemed to cure it at the time.

 

Apart from the FULL SCAN process, since installing the 16gb memory and BT fibre optic the computer is much better-even now have the proper access to the

BT Smart Hub Manager. Neil

[KenB]

Hi Neil

 

Seagate dashboard ???? Not aware of this

I was guessing at the software you use for backing up.

You initially said that you used a Seagate drive - I assumed Seagate software

 

I am still not aware of the software you are using ?

Is it a built-in part of the Operating System ?

[ATTACH=CONFIG]1512.vB5-legacyid=2606[/ATTACH]

 

AMD64 HPWH9800.CGF

The AMD64 relates to a 64bit system

The rest relates to a HP Deskjet 9800

 

Do you have this printer?

 

If so - it may be worth uninstalling the drivers and running a Kaspersky scan before installing the drivers again.

 

Let me know how this goes.

[neilofnorton]

Ken

When I hit the back up now it takes me to the Seagate back up.

My printer is HP Photosmart 3110 All in One

 

Thread #74 - refers to seizure stoppage - showed HP 550T

Neil

[KenB]

I am confused Neil.

I am still not aware of the software you are using ?

Is it a built-in part of the Operating System ?

Is the image in my previous post how you back up your files etc ?

 

When I hit the back up now it takes me to the Seagate back up.

Is this the backup on the Seagate drive that you plug into the USB port - i.e. an external drive ?

 

Is the backup operation working normally now ?

 

=============================

 

Kaspersky Scan.

Click on Search icon bottom left and copy and paste ...... AMD64 HPWH9800.CGF ...... into the box.

Does the system locate this file ?

 

Does HP 9800 show up in the scan results if you run Revo Uninstaller ?

[ Don't uninstall anything yet ]

[neilofnorton]

Ken

Local disc c properties as shown on your diagram-when I hit the "back up now" I access the Seagate back up screen on the computer.

The recent two attempts to back have worked ok - both done just over an hour.

 

Kaspersky scan - search icon does not identify any file

 

HP revo uninstaller - unsure how to comply with this request

 

Have just done a Kaspersky vulnerability scan - seized up showing

 

Amd64\HPZ3Awn7.dll googled this - fix programmes identified- have not attempted downloads.

 

Neil

[KenB]

Does HP 9800 show up in the scan results if you run Revo Uninstaller ?

[ Don't uninstall anything yet ]

 

You didn't answer this.

 

I am thinking - as your scan always seems to hang at HP files - you should uninstall the drivers for your HP Printer.

[ and any other HP Printer showing ]

 

Unplug the printer lead if it is connected.

 

Run Revo Uninstaller.

 

Click on the HP Printer and then click on "Uninstall" on the toolbar.

 

Revo will use the HP removal software first.

THEN - you will be asked to Scan the system for left-over files.

 

Be CAREFUL here as the scan will list registry entries.

You need to select ONLY the entries that have HP in the description.

See the image below:

 

[ATTACH=CONFIG]1507.vB5-legacyid=2608[/ATTACH]

 

In the image I am removing an older Revo program.

I have ONLY ticked the box with "Revo" in the description line.

 

You must do the same for the HP entries.

Then click on "Delete" not "Next"

 

Your system may need to re-boot.

 

DO NOT connect the USB lead from the printer yet.

Run a Kaspersky scan and see if you can complete it now.

 

We will get the drivers for the printer from the HP site.

click here

Make sure your Operating System is showing and not any other.

[Starbuck]

Hi Neil,

 

As the problem seems to be the HP drivers ( I see that KIS has a history with HP drivers )

 

https://forum.kaspersky.com/index.php?showtopic=306845

 

http://support.kaspersky.com/us/5680

 

http://h30434.www3.hp.com/t5/LaserJet-Printing/Envy-5530-Can-print-but-can-t-scan/td-p/3652716

 

Why not create an exclusion rule in KIS to exclude the HP drivers from the scan?

 

How to create exclusion rules in Kaspersky Internet Security 2015