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Solved Laptop is freezing up and not recognizing printer

Discussion in 'Virus & Other Malware Removal' started by chickie225, Mar 12, 2019.

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  1. chickie225

    chickie225 Thread Starter

    Joined:
    Sep 18, 2007
    Messages:
    106
    My laptop is suddenly extremely slow and it will freeze up so I can't do anything. I tried to print something, but it's not recognizing that my printer exists. I've had the same printer for longer than I've had the laptop, so I know it's not because it's a new product. I'm also having HP eprint?? showing up that I've never seen before. My daughter plays roblox and some other internet based games on here, so my concern is that she somehow infected the computer. Thank you in advance for any help! Here's the system info log:

    Tech Support Guy System Info Utility version 1.0.0.4
    OS Version: Microsoft Windows 8.1, 64 bit
    Processor: Intel(R) Core(TM) i3-3110M CPU @ 2.40GHz, Intel64 Family 6 Model 58 Stepping 9
    Processor Count: 4
    RAM: 6036 Mb
    Graphics Card: Intel(R) HD Graphics 4000, -1984 Mb
    Hard Drives: C: 445 GB (298 GB Free); D: 19 GB (0 GB Free);
    Motherboard: Hewlett-Packard, 218F
    Antivirus: Windows Defender, Enabled and Updated
     
  2. iMacg3

    iMacg3 Malware Specialist

    Joined:
    Nov 3, 2018
    Messages:
    558
    Welcome to the Tech Support Guy malware removal forum.
    I'm iMacg3 and will be helping you.

    Please keep the following information in mind before we begin:
    • Do not run any fixes or tools on your system unless I request that you do so.
    • Please read all instructions carefully, and complete them in the order listed.
    • If your computer seems to start working normally, please don't abandon the topic. Just because your computer doesn't seem to have a problem doesn't mean that it isn't infected.
    • If you have pirated or illegal software on your computer, uninstall it now before proceeding.
    • If you have questions about anything, please ask.


    --------------------


    Download Farbar Recovery Scan Tool and save it to your Desktop.

    Note: You need to run the version compatible with your system. If you are not sure which version applies to your system, download both of them and try to run them. Only one of them will run on your system, that will be the right version.
    • Right-click FRST/FRST64 and select Run as administrator. (Windows XP users double-click on the file).
    • If you receive a SmartScreen alert, click More Info, then Run Anyway.
    • When the tool opens, click Yes to the disclaimer.
    • Press the Scan button.
    • It will make a log (FRST.txt) in the same directory the tool is run. Attach it to your reply.
    • The tool will also produce another log (Addition.txt ). Please attach this, along with FRST.txt, to your reply.

    Note - FRST.txt and Addition.txt are saved to the same location as FRST/FRST64.
     
  3. chickie225

    chickie225 Thread Starter

    Joined:
    Sep 18, 2007
    Messages:
    106
    Thank you for your assistance. I apologize for the delay as I had to work last night. Here are the scan results:
     

    Attached Files:

  4. iMacg3

    iMacg3 Malware Specialist

    Joined:
    Nov 3, 2018
    Messages:
    558
    Hi,

    Going over your logs I noticed that you have uTorrent installed.
    • Avoid gaming sites, pirated software, cracking tools, keygens, and peer-to-peer (P2P) file sharing programs.
    • They are a security risk which can make your computer susceptible to a wide variety of malware infections, remote attacks, exposure of personal information, and identity theft. Many malicious worms and Trojans spread across P2P file sharing networks, gaming and underground sites.
    • Users visiting such pages may see innocuous-looking banner ads containing code which can trigger pop-up ads and malicious Flash ads that install viruses, Trojans and spyware. Ads are a target for hackers because they offer a stealthy way to distribute malware to a wide range of Internet users.
    • The best way to reduce the risk of infection is to avoid these types of web sites and not use any P2P applications.
    It is pretty much certain that if you continue to use P2P programs, you will get infected again.
    I would recommend that you uninstall uTorrent, however that choice is up to you. If you choose to remove these programs, you can do so via Start > Control Panel > Add/Remove Programs.
    If you wish to keep it, please do not use it until your computer is cleaned.

    ----------------------------

    Did you install the Chromium open source browser and Coupon Printer intentionally?

    ----------------------------

    Press the Windows Key + R. This will open the Run box.
    Type Appwiz.cpl and click OK.

    A list of installed programs will appear. Uninstall the below programs by selecting them and clicking Uninstall:

    Nielsen Online
    QuickTime 7


    Follow the steps in the uninstaller to remove the program.

    -----------------------------

    Uninstall a Chrome Extension

    Type chrome://extensions in the address bar and press Enter.
    Click the trash can icon next to the following extension(s):

    Nielsen NetSight

    A confirmation dialog will appear. Click Remove.

    -----------------------------

    Download AdwCleaner and save it to your Desktop.
    • Right-click on AdwCleaner.exe and select Run as Administrator
    • Accept the EULA (I accept), then click on Scan.
    • Let the scan complete. If no objects are detected, close the AdwCleaner window.
    • If any objects are detected, make sure that all the boxes are checked and click on the Clean and Repair button.
    • Once the cleaning process is complete, AdwCleaner will ask to restart your computer. Allow it to do so.
    • After the restart, an AdwCleaner window will open. Click on View Log File, and the log will open in notepad. Copy and paste the contents of the log into your next reply.

    Note: the AdwCleaner log is also saved to C:\AdwCleaner\Logs\AdwCleaner[CXX].txt (where XX is two numbers).

    -----------------------------

    Right-click on FRST/FRST64 and click Run as Administrator
    Click on Scan. Once the scan is complete, Notepad will open with the scan logs. (FRST.txt and Addition.txt)

    Attach FRST.txt and Addition.txt in your next reply.
     
    Last edited: Mar 13, 2019
  5. chickie225

    chickie225 Thread Starter

    Joined:
    Sep 18, 2007
    Messages:
    106
    I uninstalled uTorrent, Nielsen Online, and QuickTime7. I use the coupon printer program, but I don't know how to get rid of Chromium... it keeps popping up somehow. I tried to delete the Nielsen extension, but it didn't show. I'm assuming it disappeared when I uninstalled the Nielsen Online program.

    # -------------------------------
    # Malwarebytes AdwCleaner 7.2.7.0
    # -------------------------------
    # Build: 01-30-2019
    # Database: 2019-03-11.1 (Cloud)
    # Support: https://www.malwarebytes.com/support
    #
    # -------------------------------
    # Mode: Clean
    # -------------------------------
    # Start: 03-13-2019
    # Duration: 00:00:08
    # OS: Windows 8.1
    # Cleaned: 20
    # Failed: 0


    ***** [ Services ] *****

    Deleted CouponPrinterService

    ***** [ Folders ] *****

    Deleted C:\Program Files (x86)\DriverToolkit
    Deleted C:\Users\Jennifer\AppData\Local\DriverToolkit
    Deleted C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Coupons
    Deleted C:\Program Files (x86)\Coupons
    Deleted C:\ProgramData\apn

    ***** [ Files ] *****

    Deleted C:\Users\Jennifer\Desktop\SysInfo.exe

    ***** [ DLL ] *****

    No malicious DLLs cleaned.

    ***** [ WMI ] *****

    No malicious WMI cleaned.

    ***** [ Shortcuts ] *****

    No malicious shortcuts cleaned.

    ***** [ Tasks ] *****

    No malicious tasks cleaned.

    ***** [ Registry ] *****

    Deleted HKCU\Software\csastats
    Deleted HKCU\Software\yahooprovidedsearch
    Deleted HKCU\Software\DriverToolkit
    Deleted HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\Coupon Printer for Windows5.0.1.3
    Deleted HKLM\Software\Wow6432Node\Classes\Interface\{E7BC34A1-BA86-11CF-84B1-CBC2DA68BF6C}
    Deleted HKLM\Software\Classes\Interface\{E7BC34A1-BA86-11CF-84B1-CBC2DA68BF6C}
    Deleted HKLM\Software\Wow6432Node\Classes\CLSID\{F83D1872-D9FF-47F8-B5A0-49CC51E24EE8}
    Deleted HKCU\Software\Microsoft\Internet Explorer\SearchScopes\{2f23ab71-4ac6-41f2-a955-ea576e553146}
    Deleted HKCU\Software\Microsoft\Internet Explorer\SearchScopes\{0633EE93-D776-472f-A0FF-E1416B8B2E3A}
    Deleted HKLM\Software\Microsoft\Internet Explorer\SearchScopes\{f79e5d1c-5148-469e-9f98-a11d8d7863f4}
    Deleted HKCU\Software\Microsoft\Internet Explorer\Main|Start Page
    Deleted HKCU\Software\PRODUCTSETUP

    ***** [ Chromium (and derivatives) ] *****

    Deleted SwagButton

    ***** [ Chromium URLs ] *****

    No malicious Chromium URLs cleaned.

    ***** [ Firefox (and derivatives) ] *****

    No malicious Firefox entries cleaned.

    ***** [ Firefox URLs ] *****

    No malicious Firefox URLs cleaned.


    *************************

    [+] Delete Tracing Keys
    [+] Reset Winsock

    *************************

    AdwCleaner[S00].txt - [2797 octets] - [13/03/2019 17:20:42]

    ########## EOF - C:\AdwCleaner\Logs\AdwCleaner[C00].txt ##########
     

    Attached Files:

  6. iMacg3

    iMacg3 Malware Specialist

    Joined:
    Nov 3, 2018
    Messages:
    558
    Hi,

    To remove Chromium please do this:

    Press the Windows Key + R. This will open the Run box.
    Type Appwiz.cpl and click OK.

    A list of installed programs will appear. Uninstall the below programs by selecting them and clicking Uninstall:

    Chromium

    Follow the steps in the uninstaller to remove the program.

    If you do not use Bing Search Engine, please uninstall it as well.

    ---------------------


    We need to run a fix with FRST:

    • Please download the attached fixlist.txt file and save it to the same location as FRST
      Note: It's important that both files, FRST.exe/FRST64.exe and fixlist.txt are in the same location or the fix will not work
      NOTICE: This script was written specifically for this user, for use on that particular machine. Running this on another machine may cause damage to your operating system
    • Run FRST.exe/FRST64.exe and press the Fix button just once and wait
    • If for some reason the tool needs a restart, please make sure you let the system restart normally, then let the tool complete its run
    • When finished, FRST will generate a log (Fixlog.txt) in the same location the tool was run, please post it to your reply
     

    Attached Files:

  7. chickie225

    chickie225 Thread Starter

    Joined:
    Sep 18, 2007
    Messages:
    106
    Followed all instructions, and here is my newest log.
     

    Attached Files:

  8. iMacg3

    iMacg3 Malware Specialist

    Joined:
    Nov 3, 2018
    Messages:
    558
    Hi,

    How is the computer doing?
     
  9. chickie225

    chickie225 Thread Starter

    Joined:
    Sep 18, 2007
    Messages:
    106
    It’s working so much better now!! Thank you!!
     
  10. iMacg3

    iMacg3 Malware Specialist

    Joined:
    Nov 3, 2018
    Messages:
    558
    Hi,

    If all is well:

    Uninstall FRST
    • Right-click on FRST/FRST64, and select Rename.
    • Rename it to Uninstall.exe and press Enter on your keyboard.
    • Double-click on Uninstall.exe. Your computer will restart, and allow it to do so. FRST will now uninstall.

    ---------------------

    Here are some tips to keep your computer safe on the Internet:

    Keep your antivirus up to date and enabled. If you use Windows 8.1 or 10, using Windows Defender is sufficient protection. However, if you use Windows 7, running an antivirus is recommended. Some good AVs are Microsoft Security Essentials, BitDefender, or Kaspersky.

    Keep your Windows operating system up to date. Make sure the Automatic Updates feature on your computer is enabled, so Windows can install updates automatically and keep your system up to date. Additionally, make sure to keep your third party software (such as Java, Adobe Flash, and Web browsers) up to date as well.

    Use secure passwords. Make sure your passwords are complex and difficult to guess. There are password managers (for example, Bitwarden) that can help you keep track of your passwords and use secure passwords. Make sure to use a different password at every website that requires a login.

    Don't download attachments without knowing what they are. Do not download any email attachments that end with an extension of .exe, .pif, .com, or .bat. When downloading third party software, make sure to download it from the developer. Also, un-check offers of additional software when installing some software you want.

    I do not recommend you use "Peer-to-Peer" file sharing (P2P) programs. This is an easy way to get your computer infected, almost as easy as intentionally infecting your computer.
    Avoid pirated/"cracked" software. Like using P2P applications, there is a high risk of infecting your computer.

    Here are some guides for you to read about keeping your computer safe -

    Keep your computer safe on the Internet

    Answers to common security questions

    If you ever have any malware infections on your computer (hopefully not) you can always come back here for help.

    Safe surfing! (y)
     
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