i think i have a supervirus

[mat777]

i have a baffling problem with my acer ferrari 1005 running xp home. i have norton internet security but the subscription ran out a few months ago, however i still use it to scan, i just cant update it etc. i was going to install norton 360 anyway as i bought a new desktop and it came with it licensed for 3 pc's.

anyway, a few days ago when booting up, a message appeared saying something like "an application has generated a file extension that cannot be supported. click ok to terminate the program or cancel to debug". i clicked ok thinkning it was just another random windows error. however, since then my msn messenger will not work - as soon as i sign in, i get the standard windows error message of "the program has encountered a problem and needs to close". repeatedly rebooting both the program and the computer has no effect. i tried to install the norton 360 to run its program debugger and solve it, and thats when my full problem became clear. most of the programs on my computer, including both nortons, microsoft word, google earth and paint to name a few, will not start up at all. double clicking on the icon or starting it from the start menu generates the sand timer icon, then a window of the program or its start up logo flashes for about a millisecond before it closes down again. interestingly, word will boot normally if i try a second time. this problem also extends to all my control panel applications - i can open the panel, but none of the applications like add or remove programs, or user accounts, or any others. these simply dont boot at all - clicking on their icon has no effect.

i am stumped, and so is my friend who takes a-level computing. he came round and had a poke around all the ctrl-alt-delete application and process menus, he didnt recognise quite a few of the processes but didnt want to go round cancelling things that might be part of windows. he tried deleting all the internet explorer cookies, history and offline data (this had to be done manually through my computer and documents as the tools menu box in i.e. had a similar lack of response to most of the other programs.) he said he'd never come across something that basically locked me out of any programs and applications that could help me to sort it, and reckoned it was some kind of supervirus and not a software malfunction. basically, i am left with a computer where i can only use i.e. (and even that sometimes "encounters a problem and needs to close") and a few other programs, mainly media players and games. the computer also takes noticeably longer to boot up and shut down.

i have not downloaded any files recently and i do not use"dodgy" webistes knowingly, and nothing has come up to say something was being downloaded. my friend also tried downloading avg antivirus but this wouldnt start downloading - the download box appeared but the progress, transfer rate and connection speed didnt.

 

before i spend a small fortune at pc world, can anyone offer any advice?

 

thanks, matt

 

(ps i apologise for the essay but im trying to describe in full the nature of the problem)

Edited May 30, 2009 by mat777

[Jelly Bean]

Hello and welcome to FPCH.

 

If you suspect a virus please follow this link:

 

http://extremetechsupport.com/forum/malware-removal-av-firewalls-etc/3008-hijack-hjt-issues.html

 

Norton is a little annoying.Have you checked its security settings/firewall and windows firewall for allow lists?

 

If you exit Norton can you then enter sites?

 

Is your IE security settings set to high?Click tools/internet options and check.

 

See if this helps:

 

CCleaner

 

 

What are your computer hardware specifications?

 

How much free space do you have left on your hard drive?.

 

This will help rule out a hard drive issue or rule in:

 

How to perform disk error checking

 

Are your hardware drivers upto date?

 

Let me know how this goes?

 

Jelly Bean.

[Plastic Nev]

Hi, and welcome to Extreme Tech Support - Free PC Help from me too,

further to Jelly Beans help, if none of it does any good, do you have any of these--

System recovery disks'

or better a full copy of XP home.

Rather than a virus, for which you would have other problems not mentioned, I suspect some system files may have been corrupted, and a repair of the Windows operating system may be needed.

In the light of this we could do with a bit more information, the full operating system spec, the full name and model number of your machine, and roughly how old it is, in order to find any relevant information regarding how best to carry out a repair.

[mat777]

hi jelly bean and plastic nev,

 

the problem with norton is not that the settings are wrong, its that in the case of the new 360, it simply wont start the installation program, and in the case of the older norton antivirus, it will start but any attempt to initiate a scan or change the settings casues the program to immediately close, and then it wont restart like most of my other programs, as mentioned in my first post. as for windows firewall, i havent touched this since it got the computer, i.e was working fine as well until the error happened. i havent altered any settings recently.

the com puter is an acer ferrari 1005 laptop running xp home edition, im not sure which version. ive had it since about june 2007, it has an amd dualcore processor which i think is 2mhz, 4 gb of ram (upgraded from 2gb), a 512mb ati radeon graphics card and an 80gb hard drive.

this is pretty much it:

http://www.laptopsdirect.co.uk/Acer_Ferrari_1005WTMi_LX.FR606.073/version.asp

i dont think the hdd is full, i only have about 3gb of documents in the data partition and although i have a lot of programs, it still shows about 50gb free space in that partition. i dont regularly hibernate the pc so it shouldnt be full up with desktop saves either. the other partition is for the recovery/reformat files - they came preinstalled on the hdd and not on a disc. i dont know how they work, as reformatting is the last thing i want to do.

 

plastic nev, your theory about corrupt system files sounds convincing, as the error message that started all this has never come up before ad i dont quite know how a program can suddenly generate an unrecognised file extension, unless something had infected it?

 

the computer froze when i logged out and tried to log back in again, it stayed displaying nothing but my desktop background for about 10 minutes. i held down the power switch to force restart it and when it restarted it came up with the pale blue windows screen to say that there was a problem with the hdd files and that windows would try to repair it (the same screen and mesasage you get if a computer is unplugged halfway through bootup). it apparently found some corrupt files and repaired them, which has since fixed the problem of i.e. displaying the "encountered a problem and needs to close" message. however, the other problems of msn displaying the same message and the non-starting programs still remain.

 

i hope this helps with trying to diagnose the problem.

[Plastic Nev]

Hi again Matt, thanks for the information, I think it may be possible to repair the operating system from the recovery partition.

Rather than myself trying, and possibly getting it wrong, I will ask Tootech to have a look for you as he knows a lot more about that than I do. I am more a sounds and music guy rather than an operating system expert.

Nev.

[Tootech]

I am wondering if all of these problems point to a hardware fault.

 

Can you start up in Safe Mode?

 

If you can get to Safe Mode, open Control Panel, Administrative Tools, Event Viewer.

 

Have a look at the System section for anything relating to the hard drive.

 

That would be my first check.

 

Also, check to see if your programs will run in Safe Mode - if they will it's more likely you have a driver or malware issue.

 

Don't worry about your Norton at this point, any faults with that I think are symptoms of something else happening.

 

Its worth considering backing up any data you have on your PC at this point.

Edited May 30, 2009 by Tootech

[mat777]

hi tootech,

 

my friend and i tried to boot up the computer in safe mode, but when we accessed the bios we couldnt find the right menu for it and thus couldnt boot safe mode. the computer runs xp home edition, i think it was f12 to enter the setup upon startup. could you tell us which menu to go to from there? we tried looking at all the purple/grey/blue menus but nothing immediately stood out as an option to boot safe mode, so some directions would be a great help

 

when you say a hardware fualt, do you mean a portino of the hard drive containing most of the programs has become corrupted in some way? in event viewer, if something has happened to this effect, what would i be likely to see?

 

finally, someone else i asked suggested that to access the add or remove programs function i am locked out of, i should:

· type create new shorcut on the desktop. add shortcut cmd.exe - run cmd.exe - type in cmd.exe APPWIZ.CPL this should bring up add and remove programs - remove norton .

· use this to remove both antivirus 08 and 360 installer/setup

this should allow you to install avg. The problem may well be adware or malware contained within Norton

would this help?

 

thanks, matt

Edited May 31, 2009 by mat777

[Guest Wolfeymole]

Get into Safe Mode by tapping F8 on boot up Matt.

[Tootech]

do you mean a portion of the hard drive containing most of the programs has become corrupted in some way

 

Yes, but not just corrupt because Windows is playing up, more because small parts of the hard drive are becoming faulty, or the read head cannot access them properly anymore. Thats the worst case it has to be said.

 

in event viewer, if something has happened to this effect, what would i be likely to see?

 

There are two areas of Event Viewer that are worth looking at. The Software and System logs.

 

System is the one that will hold hard drive health clues, you will see errors such as

 

\Device\Harddisk1\D, has a bad block

 

type in cmd.exe APPWIZ.CPL

 

Yes, you can actually click Start, then Run and type APPWIZ.CPL, press Enter and that will do it.

 

You can't uninstall Norton from Safe Mode - unfortunately, it won't let you.

 

I wouldn't use AVG over Norton, try using Avira or Avast.

 

You've just jogged my memory, I have seen malware prevent the Control Panel being opened - not for a long time though.

 

If you can get into Safe Mode, and Safe Mode with Networking, and everything looks ok, let us know, it may be worthwhile going through malware removal process in Safe Mode

 

We could do to know if you have data stored on your computer that you don't want to lose - eg photo's, emails.

[mat777]

hi all, thanks for all the advice again - you really are a very helpful bunch!

 

i do have some data i dont want to lose, but not that much - most of it is stuff i hoard "just in case" or "because i might want to show someone one day"!!!

tomorrow i'll back up everything i want to and set about exploring all the possibilities thrown up here with the help of my friendly tame computing student. to be honest though, i'm not really confident about delving deep into the inner workings (both software and hardware) of what is a very expensive computer - my limited knowledge extends only to general teenager knowledge of software gimmicks and shortcuts and what each part of the hardware does, and i'm frightened of me or my friend, who is still really only an amateur, making an irreversible mistake.

would i be better calling in pc world's "techguys" and showing them all the stuff you guys have suggested so far? or should i go to my friendly local computer shop, who will undoubtedly be cheaper but may not be as well-equipped to help? i have to say i am impressed by the care package offered by pc world that gives unlimited support, repair and replacement for something like 5 pounds a month - our new desktop is already signed up to it as part of purchase.

 

finally, if the hard drive does have faulty areas, what could have caused them? the laptop is almost literally treated with kid gloves, always used on a hard flat surface, never knocked or mishandled and transported eveywhere in its original foam-lined box and protective sleeve (i dont take it out of the house very often!)

 

any opinions would be welcome,

 

matt

[Guest Wolfeymole]

would i be better calling in pc world's "techguys" and showing them all the stuff you guys have suggested so far? or should i go to my friendly local computer shop, who will undoubtedly be cheaper but may not be as well-equipped to help? i have to say i am impressed by the care package offered by pc world that gives unlimited support, repair and replacement for something like 5 pounds a month - our new desktop is already signed up to it as part of purchase.

What you have to bear in mind here Matt lad is that PC World are a massive company that really doesn't give a rats arse about the common man and that's why they sell extended warranties or "After Care" at £5 a month or more. That is of course just my opinion, I have to say this for legal reasons.

 

Trawl these forums for horror stories with regard to PC World and you will see.

 

 

On the flip side a man that has his own shop DEPENDS on your custom to put a loaf on the table and he will be more than able to sort your issues.

 

 

 

PC World lol, I fart in their general direction.

[mat777]

fair point you have there wolfeymole, and the guy i had in mind does come highly recommended. if it turns out to be the hard drive, is it likely to be cureable? and what should i do to aviod it happening again? if i have to replace the hdd, how would i go about restoring windows considering the system restore is on the hdd?

also, i have been impressed by what i've heard about solid state hard drives - lower energy consumption and less heat, and no moving parts to go wrong. does anyone have any opinions? i've found one here:

OCZ Core Series 128 GB Internal hard drive

 

to be honest, this would be the third major problem i've had with the computer since i bought it new only 2 years ago (it's been back to acer twice for a faulty fan that meant all the chipsets overheated, and its never run cool as its so compact yet so pwerful. the first time it was still under warranty, the second time i had to shell out nearly 200 quid all in all, and was less than impressed by the service report which seemed to have replaced a number of seemingly unnessecary parts that werent replace when it was done under warranty). tbh, i'm losing my patience and i do like to look of the alienware area-51 and msi g-series gaming laptops which cost roughly what the acer did. if i do go down this rad, any thoughts on value for the acer?

[zinglebarb]

What you have to bear in mind here Matt lad is that PC World are a massive company that really doesn't give a rats arse about the common man and that's why they sell extended warranties or "After Care" at £5 a month or more. That is of course just my opinion, I have to say this for legal reasons.

 

Trawl these forums for horror stories with regard to PC World and you will see.

 

 

On the flip side a man that has his own shop DEPENDS on your custom to put a loaf on the table and he will be more than able to sort your issues.

 

 

 

PC World lol, I fart in their general direction.

 

Your mother was a hamster and your father smelt of elderberries! :D

[Jelly Bean]

Download and run the Norton Removal Tool

 

I would not buy and Acer,plus I do not think in my opinion there is a laptop out there that can play real high spec games to a good level without causing issues.

 

A system restore is an option?

[Guest Wolfeymole]

Did you ever make any Recovery disks Matt at any time, if not do so now if its possible.

[zinglebarb]

Download and run the Norton Removal Tool

 

I would not buy and Acer,plus I do not think in my opinion there is a laptop out there that can play real high spec games to a good level without causing issues.

 

A system restore is an option?

 

Dell XPS M1730 core 2 duo T8300 4 GB RAM 500 GB HDD Dual SLi Geforce 8800 GTX Gaming laptop at AC Computer Warehouse hows about this laptop ;)

[Tootech]

i have to say i am impressed by the care package offered by pc world that gives unlimited support, repair and replacement for something like 5 pounds a month

 

Don't bother!!!!

 

At risk of being on the wrong end of PC Worlds legal team...............They will check your computer over for free as part of the deal - the printout is very impressive. What does it mean in real life........its not worth the paper it's printed on.

 

I'm sure there are some good tech's there, you are lucky if you get one!

 

Local comapnies tend to look after you much better, someone with Comptia A+ under his belt is a start.

 

any thoughts on value for the acer?

 

A big company with a lot of good computers out there - you may have been unlucky.

 

if i have to replace the hdd, how would i go about restoring windows considering the system restore is on the hdd?

 

A good tech may well be able to clone the restore partition to a new drive.

 

Hard drives do die, some earlier than others. Toshiba lappy drives seem to be the worst.

[Jelly Bean]

Ok firstly Mat can you download and run this for me:

 

Download HijackThis 2.0.2 - FileHippo.com

 

Please post a HJT log for me just copy and paste in your next post.

 

I will check the log and see if I can rule out or in an infection.

 

This could possibly save time and get you sorted much quicker.

[Jelly Bean]

Mat did you install SP2?

[wellies]

It does sound a bit of a mess one way or another. It might be possible to work your way through the problems but well, in my opinion, it would be best to backup any files you want to keep to a USB stick and go through the recovery procedure. Doing this should return your computer to how it was when bought, providing there are no hardware faults. If that's successful and you find a free trial of Norton already installed, remove it using the mentioned Norton Removal Tool before installing the AV program or Security Suite of choice.

 

I note this isn't what you'd ideally like to do but it could be for the best.

[RandyL]

I agree with wellies.

 

Backup then reinstall.

 

There have been many hands in your computer before you came to us. Besides this would rule out hardware saving you money on useless paid tech support.

 

I have my suspicions but since you haven't supplied a log as requested by jelly bean it's hard to say.

 

As far as your reinstallation options it depends.

 

Did you make recovery disks?

Does your Acer have the recovery option installed?

Will your vendor provide the disks?

Does Acer provide the disks for your model and number?

 

Upon further research it seems you need to make and use the recovery disks for your model as wolfeymole has asked you. Have you done so as he as asked?

 

The reason I ask matt is that I don't think you have a hardware issue.

 

In spite of the fact that you don't visit dodgey web sites you have classic signs of multiple infections not a super virus. I suspect that your period of running unprotected is a major part of that.

 

Do as jelly bean and wolfeymole have asked please. Backup, make the recovery disks and supply the log.

[zinglebarb]

Ive never had to use revcovery discs on Acer machines that have been here. Ive always been able to press ATL F10 or F11 @boot or simply F10 or F11 to get into recovery

[mat777]

right everyone, i have taken the follwing action and come up with the following results:

- Hijack this fdownloaded fine but suffers the same problem with not wanting to run as most of my other programs, as described. there was an option to download an excecutable version instead of the installer version but i dont know how an exceutable program works. if someone can tell me i'll try that option.

- i tried tootech's suggestion of viewing the event logs for te hard drive, but once again i cannot open the event viewer program. i then tried the cmd excetuable shortcut suggestion i posted but this doesnt work, niether does start > run > appwiz.cpl

 

i am going to try all of these optoins again in safe mode and see if that works any better

 

as for recovery disks, the recovery files are in a separate hard drive partition, or at least the should be according to the user manual - there is a separate hard drive partition on here called acerdata (D), with 12.2mb of used space, which seems a little small considering the fact the my destop's recovery system filled 2 dvd's . all my programs and documents are on the other partition called acer ©.

i also have a program called acer e-recovery management, which used to appear on a little toolbar with all the other e-programs managing things like power use and display settings. worringly, this no longer appears since the problems started, and according to the user manual for my computer this appears to be the only way to burn a recovery disk.

as a thought, could i use the recovery disks burned for my desktop? they are both acer computers, plus this would have the advantage of upgrading my laptop to vista, somthing which i was considering anyway.

 

as for trying the previous diagnostic suggestions in safe mode as mentioned a minute ago, how does safe mode work? what are its limits etc and what can i and cant i do?

 

 

answers to any of the above would be a great help,

 

matt

[zinglebarb]

boot the pc and press ALT and F10 keys together a couple of time see if this gets you into recovery. Your recovery data is stored on a partition that is hidden from you to keep it safe :)

[RandyL]

I looked at the Ferrari 1000 series manual and it seems that on your particluar Acer you will have needed to make the disks. Most of the time Acer has the option to recover from a partition but I didn't see it your manual.

 

This might explain the low size of it but I'm not sure. If you do have that option Alt and F10 should work as mentioned by zinglebarb.

 

It's possible that your e-recovery is meant to only make the disks and then work in conjunction with the data aka drivers etc on the partion. As is often the case the disks will only work in conjunction with the original drive on some brands of computers.

 

Acer recovery options vary but whatever your options it would be the best course.

 

I can't tell you how many acer manuals I've viewed and the options are not only different but often times the info they supply is just wrong. That doesn't say much for Acer support. As such zinglebarb may be correct.

 

Do not attempt to use the disks that are not for your computer whatever you do.

 

Please let us know what your recovery options are if you have any.