Solved Windows update keeps failing

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rhoag

Thread Starter
Joined
Jun 2, 2005
Messages
154
BTW, Dr.M.. I should have just done a search on this forum for Restoro and I would have found your excellent suggestion to avoid it. Hopefully no damage was done. I may have to contact my credit card company and have them block the payment if Restoro doesn't get back to me today.
 

rhoag

Thread Starter
Joined
Jun 2, 2005
Messages
154
Do you think I should also run the Malwarebytes you recommended?
 

DR.M

Malware Specialist
Joined
Sep 4, 2019
Messages
2,212
Hello, rhoag.

Since you are here, I can ask a Moderator to move this topic at the Malware Removal Forum, so I can make an overall check of your computer. Are you fine with this?
 

rhoag

Thread Starter
Joined
Jun 2, 2005
Messages
154
Hello, rhoag.

Since you are here, I can ask a Moderator to move this topic at the Malware Removal Forum, so I can make an overall check of your computer. Are you fine with this?
That would be fine, and again, thanks for all your help.
I called my credit card company this morning and they are disputing the charge. The only response from Restoro was an automated email saying they are busy, they got my refund request and the reason for it and they will get back to me.
 

DR.M

Malware Specialist
Joined
Sep 4, 2019
Messages
2,212
OK. I just sent a report to Moderators.

Meanwhile, read here and provide the requested logs, so I can check them for you.

That would be fine, and again, thanks for all your help.
You are welcome.
 

DR.M

Malware Specialist
Joined
Sep 4, 2019
Messages
2,212
Hi, rhoag.

Thank you for the logs.

For a better assistance, please move the FRST tool on your Desktop. Now it is here:
D:\Documents\Computer Related\Problems\Update problem\Faber Recovery log
Just go to the above location, drag the FRST tool and place it on your Desktop.

My first comments/instructions regarding your logs:

1. Operating system question

Is the operating system (Windows) on Drive D?


2. Programs related question

You have several programs in their Pro/Premium/Payed version. Are they all legally activated? Here we say that having installed not legally activated programs is the easiest way to infect your computer.

For example, are those legally activated? If yes, that's perfect. If not, I will ask you to remove them (and any other program not legally activated), along with the program in Step 3.

ABBYY FineReader 6.0 Sprint
ACDSee Photo Studio Ultimate 2019
Adobe Photoshop CS5
Creative WaveStudio 7


3. Uninstall a program

We do not recommend registry cleaners, system optimizers, driver boosters and the like. With these programs the potential is ever present to cause more problems than they claim to fix. So please uninstall Driver Booster 8.
  • Press the Windows Key + R.
  • Type appwiz.cpl in the Run box and click OK.
  • The Add/Remove Programs list will open. Locate the following program on the list:
Code:
Driver Booster 8
  • Select the above program and click Uninstall.
  • Restart the computer.

4. Uninstall an Edge extension

Click on the Start button, find Norton Safe Web, right click and Uninstall.


5. Search for Norton remnants
  • Double-click FRST.exe/FRST64.exe to run it.
  • Copy and paste the following into the Search box:
Code:
 Norton
  • Press the Search Files button.
  • When complete, FRST will generate a log, named Search.txt, in the same location it was run from.
  • Please copy and paste its contents into your reply.

In your next reply please post:
  1. Your replyto the questions 1 and 2 above
  2. If uninstalling IOBit and the Edge extension went fine
  3. The Search.txt
 

DR.M

Malware Specialist
Joined
Sep 4, 2019
Messages
2,212
P.S. Since here it is almost 23:00, I will be back to you tomorrow morning, my time. :)
 

rhoag

Thread Starter
Joined
Jun 2, 2005
Messages
154
Hi, rhoag.

Thank you for the logs.

For a better assistance, please move the FRST tool on your Desktop. Now it is here:
D:\Documents\Computer Related\Problems\Update problem\Faber Recovery log
Just go to the above location, drag the FRST tool and place it on your Desktop.
Okay, done

My first comments/instructions regarding your logs:

1. Operating system question
Is the operating system (Windows) on Drive D?

2. Programs related question
You have several programs in their Pro/Premium/Payed version. Are they all legally activated? Here we say that having installed not legally activated programs is the easiest way to infect your computer.

For example, are those legally activated? If yes, that's perfect. If not, I will ask you to remove them (and any other program not legally activated), along with the program in Step 3.

ABBYY FineReader 6.0 Sprint
ACDSee Photo Studio Ultimate 2019
Adobe Photoshop CS5
Creative WaveStudio 7
All programs are legally obtained and the operating system is on C: drive The D: drive is for documents and some other programs. F: drive is manly just used for Photoshop cashing at this point

3. Uninstall a program
We do not recommend registry cleaners, system optimizers, driver boosters and the like. With these programs the potential is ever present to cause more problems than they claim to fix. So please uninstall Driver Booster 8.
  • Press the Windows Key + R.
  • Type appwiz.cpl in the Run box and click OK.
  • The Add/Remove Programs list will open. Locate the following program on the list:
Code:
Driver Booster 8
  • Select the above program and click Uninstall.
  • Restart the computer.
Okay, done

4. Uninstall an Edge extension
Click on the Start button, find Norton Safe Web, right click and Uninstall.
Not finding this installed

5. Search for Norton remnants
  • Double-click FRST.exe/FRST64.exe to run it.
  • Copy and paste the following into the Search box:
Code:
 Norton
  • Press the Search Files button.
  • When complete, FRST will generate a log, named Search.txt, in the same location it was run from.
  • Please copy and paste its contents into your reply.
This is the result:
Farbar Recovery Scan Tool (x64) Version: 03-08-2021
Ran by doane (03-08-2021 16:30:29)
Running from C:\Users\doane\Desktop
Boot Mode: Normal

================== Search Files: "
Code:
 Norton
" =============


====== End of Search ======

In your next reply please post:
  1. Your replyto the questions 1 and 2 above
  2. If uninstalling IOBit and the Edge extension went fine
  3. The Search.txt
[/QUOTE]
 

rhoag

Thread Starter
Joined
Jun 2, 2005
Messages
154
Looking in the FRST64 Addition.txt file this is rather disturbing under Windows Defender:

Name: BrowserModifier:Win32/Xeelyak
Severity: High
Category: Browser Modifier

Name: Trojan:Script/Phonzy.A!ml
Severity: Severe
Category: Trojan

and a couple of "Severty: low" ones
 

DR.M

Malware Specialist
Joined
Sep 4, 2019
Messages
2,212
Hi, rhoag.

Thank you for all the info provided.

The items detected by Windows Defender are potentially unwanted programs. They don't appear in your installed programs list, but you have their executable files in Drive D. It's up to you to keep them or not, but first read here for further information about this kind of programs.

Code:
D:\Documents\Computer Related\Media\Video Converters\Cnet free Any-Viceo-Converet\avc-free.exe
D:\Documents\Computer Related\Media\Video Converters\Cnet free Format Factory\FFSetup280.exe
D:\Documents\Computer Related\Media\Video Downloaders\Freemake\FreemakeVideoDownloaderSetup.exe
D:\Documents\Games\Forenza Horizon 4\Forza Horizon 4 Manager.rar

Let's continue:

1. Uninstall an Edge extension

Of course you didn't find Norton Safe Web. My mistake! It's an extension, not an application.

Open Edge, click on the three horizontal dots at the browser's top right and choose Extensions. Find Norton Safe Web and select Remove.


2. Search for Norton remnants (again)

  • Download the Revo Uninstaller (Free Download) and save it on your Desktop.
  • Double click on the exe file created on your Desktop to run the installer, and follow the instructions to install the program.
  • Double click the program's icon to open it.
  • Write in the search area, on the top left, the following program:
Code:
Norton Security Online
  • Choose the Uninstall tab from the menu and let the program to create a Restore point.
  • Choose Scan, and then the Advanced mode scan.
  • Select all the Norton items found, Delete and Next.
  • Let the procedure be completed and click on Finish.
  • Restart the computer.

3. Run AdwCleaner (Scan mode)

Download AdwCleaner and save it to your desktop.
  • Double click AdwCleaner.exe to run it.
  • Click Scan Now.
    • When the scan has finished, a Scan Results window will open.
    • Click Cancel (at this point do not attempt to Quarantine anything that is found)
  • Now click the Log Filestab.
    • Double click on the latest scan log (Scan logs have a [S0*] suffix, where * is replaced by a number. The latest scan will have the largest number)
    • A Notepad file will open containing the results of the scan.
    • Please post the contents of the file in your next reply.

4. Run Malwarebytes (Scan mode)
  • Download Malwarebytes and save it to your Desktop.
  • Once downloaded, close all programs and Windows on your computer.
  • Double-click on the icon on your desktop named MBSetup.exe. This will start the installation of MBAM onto your computer.
  • Follow the instructions to install the program.
  • When finished, double click the program's icon created on your Desktop.
  • Click the little gear on the top right (Settings) and when it opens, click the Security tab and make sure about the following:
    Code:
    Under the title Scan Options, all the options are checked.
    Under the title Windows Security Center (Premium only) the option is NOT checked.
    Under the title Potentially unwanted items all options are set to Always.
  • Click on the little gear to return to the main menu and select Scan. The program will start scanning your computer. This may take about 10 minutes, but in some cases it may be take longer.
  • When finished, you will see the Threat Scan Summary window open.
If threats are not found, click View Report and proceed to the two last steps below.

If threats are found, make sure that all threats are not selected, close the program and proceed to the next steps below.
  • Open Malwarebytes again, click on the Scanner, and then on the Reports tab.
  • Find the report with the most recent date and double click on it.
  • Click on Export and then Copy to Clipboard.
  • Paste its content here, in your next reply.

In your next reply, please post:
  1. How the procedure went at steps 1 and 2
  2. The AdwCleaner[S0*].txt
  3. The Malwarebytes report
 

rhoag

Thread Starter
Joined
Jun 2, 2005
Messages
154
Hi, rhoag.

Thank you for all the info provided.

The items detected by Windows Defender are potentially unwanted programs. They don't appear in your installed programs list, but you have their executable files in Drive D. It's up to you to keep them or not, but first read here for further information about this kind of programs.

Code:
D:\Documents\Computer Related\Media\Video Converters\Cnet free Any-Viceo-Converet\avc-free.exe
D:\Documents\Computer Related\Media\Video Converters\Cnet free Format Factory\FFSetup280.exe
D:\Documents\Computer Related\Media\Video Downloaders\Freemake\FreemakeVideoDownloaderSetup.exe
D:\Documents\Games\Forenza Horizon 4\Forza Horizon 4 Manager.rar
I will delete the video converters, but I use video downloader, so will keep it unless there is a problem.
The Forenza Horizon 4 is a Windows game and is in the Windows uninstall list. I checked on the Manager on the D: drive as I wasn't familiar with it. I did a MS scan on it and it reported a "Severity Trojan:Win32/wacatac.B!ml so I quarantined it.

Let's continue:

1. Uninstall an Edge extension

Of course you didn't find Norton Safe Web. My mistake! It's an extension, not an application.

Open Edge, click on the three horizontal dots at the browser's top right and choose Extensions. Find Norton Safe Web and select Remove.
Thank you, done. I don't use Edge for browsing, I use Firefox.. wish I could just disable MS Edge, I can't find it in the Win Task manager strart up.

2. Search for Norton remnants (again)
  • Download the Revo Uninstaller (Free Download) and save it on your Desktop.
  • Double click on the exe file created on your Desktop to run the installer, and follow the instructions to install the program.
  • Double click the program's icon to open it.
  • Write in the search area, on the top left, the following program:
Code:
Norton Security Online
  • Choose the Uninstall tab from the menu and let the program to create a Restore point.
  • Choose Scan, and then the Advanced mode scan.
  • Select all the Norton items found, Delete and Next.
  • Let the procedure be completed and click on Finish.
  • Restart the computer.
Ran the Revo as instructed and the search for
Code:
Norton Security Online
and there were zero results, also scanned for "Norton" with no results

3. Run AdwCleaner (Scan mode)
Download AdwCleaner and save it to your desktop.
  • Double click AdwCleaner.exe to run it.
  • Click Scan Now.
    • When the scan has finished, a Scan Results window will open.
    • Click Cancel (at this point do not attempt to Quarantine anything that is found)
  • Now click the Log Filestab.
    • Double click on the latest scan log (Scan logs have a [S0*] suffix, where * is replaced by a number. The latest scan will have the largest number)
    • A Notepad file will open containing the results of the scan.
    • Please post the contents of the file in your next reply.
# -------------------------------
# Malwarebytes AdwCleaner 8.3.0.0
# -------------------------------
# Build: 06-29-2021
# Database: 2021-06-29.1 (Local)
# Support: https://www.malwarebytes.com/support
#
# -------------------------------
# Mode: Scan
# -------------------------------
# Start: 08-04-2021
# Duration: 00:00:06
# OS: Windows 10 Home
# Scanned: 31972
# Detected: 18


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

No malicious services found.

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

PUP.Optional.AdvancedSystemCare C:\Users\doane\AppData\Roaming\IObit\Advanced SystemCare

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

PUP.Optional.Restoro C:\Windows\restoro.ini

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

No malicious DLLs found.

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

No malicious WMI found.

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

No malicious shortcuts found.

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

No malicious tasks found.

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

PUP.Optional.Legacy HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\DOMStorage\dotomi.com
PUP.Optional.Legacy HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\EdpDomStorage\dotomi.com
PUP.Optional.Legacy HKLM\Software\Classes\Interface\{9BB31AD8-5DB2-459E-A901-DEA536F23BA4}
PUP.Optional.Legacy HKLM\Software\Classes\Interface\{BD51A48E-EB5F-4454-8774-EF962DF64546}
PUP.Optional.Legacy HKLM\Software\Wow6432Node\\Classes\Interface\{9BB31AD8-5DB2-459E-A901-DEA536F23BA4}
PUP.Optional.Legacy HKLM\Software\Wow6432Node\\Classes\Interface\{BD51A48E-EB5F-4454-8774-EF962DF64546}
PUP.Optional.Restoro HKCU\Software\Local AppWizard-Generated Applications\Restoro
PUP.Optional.Restoro HKCU\Software\Restoro
PUP.Optional.Restoro HKLM\Software\Classes\CLSID\{AE198C69-7358-4856-9029-F4C0FAD524C1}
PUP.Optional.Restoro HKLM\Software\Classes\CLSID\{BA827421-E282-479E-AE60-34796877B8AE}
PUP.Optional.Restoro HKLM\Software\Classes\Restoro.Engine
PUP.Optional.Restoro HKLM\Software\Classes\TypeLib\{C661BE9A-11D8-47DD-A980-6494B09F3AF3}
PUP.Optional.Restoro HKLM\Software\Restoro
PUP.Optional.Restoro HKLM\Software\Wow6432Node\\Classes\TypeLib\{C661BE9A-11D8-47DD-A980-6494B09F3AF3}
PUP.Optional.TheBrightTag HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\DOMStorage\thebrighttag.com
PUP.Optional.TheBrightTag HKCU\Software\Classes\Local Settings\Software\Microsoft\Windows\CurrentVersion\AppContainer\Storage\microsoft.microsoftedge_8wekyb3d8bbwe\Children\001\Internet Explorer\EdpDomStorage\thebrighttag.com

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

No malicious Chromium entries found.

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

No malicious Chromium URLs found.

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

No malicious Firefox entries found.

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

No malicious Firefox URLs found.

***** [ Hosts File Entries ] *****

No malicious hosts file entries found.

***** [ Preinstalled Software ] *****

No Preinstalled Software found.



########## EOF - C:\AdwCleaner\Logs\AdwCleaner[S00].txt ##########


4. Run Malwarebytes (Scan mode)
  • Download Malwarebytes and save it to your Desktop.
  • Once downloaded, close all programs and Windows on your computer.
  • Double-click on the icon on your desktop named MBSetup.exe. This will start the installation of MBAM onto your computer.
  • Follow the instructions to install the program.
During the install it reported unable to load AntiRootKit DDA driver and suggested a reboot to install it. I did that and started the program.
  • When finished, double click the program's icon created on your Desktop.
  • Click the little gear on the top right (Settings) and when it opens, click the Security tab and make sure about the following:
    Code:
    Under the title Scan Options, all the options are checked.
    Under the title Windows Security Center (Premium only) the option is NOT checked.
    Under the title Potentially unwanted items all options are set to Always.
  • Click on the little gear to return to the main menu and select Scan. The program will start scanning your computer. This may take about 10 minutes, but in some cases it may be take longer.
Set the options above. The scan froze with no indication of action. I tried several times. I uninstalled the program and reinstalled it, set the options and it now works.
  • When finished, you will see the Threat Scan Summary window open.
If threats are not found, click View Report and proceed to the two last steps below.

If threats are found, make sure that all threats are not selected, close the program and proceed to the next steps below.
  • Open Malwarebytes again, click on the Scanner, and then on the Reports tab.
  • Find the report with the most recent date and double click on it.
  • Click on Export and then Copy to Clipboard.
  • Paste its content here, in your next reply.

In your next reply, please post:
  1. How the procedure went at steps 1 and 2
  2. The AdwCleaner[S0*].txt
  3. The Malwarebytes report
Okay, I athink I got this all right above, really appreciate all the help, Professor ;-)
Malwarebytes summary:


Malwarebytes
www.malwarebytes.com

-Log Details-
Scan Date: 8/4/21
Scan Time: 9:36 AM
Log File: 10cb5914-f542-11eb-ab5a-50e549c0216d.json

-Software Information-
Version: 4.4.4.126
Components Version: 1.0.1413
Update Package Version: 1.0.43862
License: Trial

-System Information-
OS: Windows 10 (Build 19043.1151)
CPU: x64
File System: NTFS
User: Doane-PC\doane

-Scan Summary-
Scan Type: Threat Scan
Scan Initiated By: Manual
Result: Completed
Objects Scanned: 331083
Threats Detected: 8
Threats Quarantined: 0
Time Elapsed: 2 min, 52 sec

-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Enabled
Heuristics: Enabled
PUP: Detect
PUM: Detect

-Scan Details-
Process: 0
(No malicious items detected)
Module: 0
(No malicious items detected)

Registry Key: 6
PUP.Optional.Restoro, HKLM\SOFTWARE\CLASSES\CLSID\{BA827421-E282-479E-AE60-34796877B8AE}, No Action By User, 842, 551619, , , , , ,
PUP.Optional.Restoro, HKLM\SOFTWARE\CLASSES\Restoro.Engine.1, No Action By User, 842, 551619, , , , , ,
PUP.Optional.Restoro, HKLM\SOFTWARE\CLASSES\Restoro.Engine, No Action By User, 842, 551619, 1.0.43862, , ame, , ,
PUP.Optional.Restoro, HKLM\SOFTWARE\Restoro, No Action By User, 842, 551614, 1.0.43862, , ame, , ,
PUP.Optional.Restoro, HKU\S-1-5-21-2159283933-1585630817-402555402-1001\SOFTWARE\Restoro, No Action By User, 842, 551610, 1.0.43862, , ame, , ,
PUP.Optional.Restoro, HKU\S-1-5-21-2159283933-1585630817-402555402-1001\SOFTWARE\Local AppWizard-Generated Applications\Restoro, No Action By User, 842, 551612, 1.0.43862, , ame, , ,

Registry Value: 0
(No malicious items detected)
Registry Data: 0
(No malicious items detected)
Data Stream: 0
(No malicious items detected)
Folder: 0
(No malicious items detected)

File: 2
PUP.Optional.Restoro, C:\WINDOWS\RESTORO.INI, No Action By User, 842, 551609, 1.0.43862, , ame, , 598FAEEB808113E58C7D89A03ECCED39, 1D39D9534C2B88081582CE350BA75072FD492E718B3621BE9BBB68B95C7DAECC
PUP.Optional.Restoro, C:\WINDOWS\SYSTEM32\NATIVE.EXE, No Action By User, 842, 551621, 1.0.43862, , ame, , A1E5E09208F19DE7AD33554E9627D5E4, E4F2EBA8E47DA66A0794A9FF41D2764C05B089C5706586345BA417F4DAAA7430

Physical Sector: 0
(No malicious items detected)
WMI: 0
(No malicious items detected)
(end)
 

rhoag

Thread Starter
Joined
Jun 2, 2005
Messages
154
I just read about the Trojan:Win32/wacatac.B!ml malware and am very concerned about it. Windows Security caught it as I mentioned and I quarantined it, but is that enough? The Malwarebytes isn't showing it.
 

DR.M

Malware Specialist
Joined
Sep 4, 2019
Messages
2,212
Hi, rhoag.

Good job! Bravo! (y)

Windows Security caught it as I mentioned and I quarantined it, but is that enough?
Since Defender detected it, no other action is needed. I saw the Forenza Horizon 4 in your installed Windows applications and was also surprised about the specific detection. Then I noticed the path of the detected item in D and it seems that you may also downloaded it from somewhere else. Have you payed for it?

Now let's clean what AdwCleaner and Malwarebytes found, mostly Restoro remnants.

1. AdwCleaner (Clean mode)

To proceed, please do the following:
  • Double click AdwCleaner.exe on your Desktop, to run it as you did before.
  • Click Scan Now.
  • When the scan has finished a Scan Results window will open.
  • Please check all the boxes and then click Quarantine.
  • Click Next.
    • If any pre-installed software was found on your machine, a prompt window will open. Click OK to close it.
    • Check any pre-installed software items you want to remove.
    • Click Quarantine.
  • A prompt to save your work will appear.
    • Click Continue when you're ready to proceed.
  • A prompt to restart your computer will appear.
    • Click Restart Now.
  • Once your computer has restarted:
    • If it doesn't open automatically, please start AdwCleaner.
    • Click the Log Files tab.
    • Double click on the latest Clean log (Clean logs have a [C0*] suffix, where * is replaced by a number, the latest scan will have the largest number)
    • A Notepad file will open containing the results of the removal.
    • Please post the contents of the file in your next reply.

2. Run Malwarebytes (Clean mode)
  • Double click the program's icon on your Desktop, as you did before.
  • Click the little gear on the top right (Settings) and when it opens, click the Security tab and make sure about the following:
    Code:
    Under the title Scan Options, all the options are checked.
    Under the title Windows Security Center (Premium only) the option is unchecked.
    Under the title Potentially unwanted items all options are set to Always.
  • Click on the little gear to return to the main menu and select Scan. The program will start scanning your computer. This may take about 10 minutes, but in some cases it may be take longer.
  • When finished, you will see the Threat Scan Summary window open.
  • If threats are not found, click View Report and proceed to the two last steps below.
  • If threats are found, make sure that all threats are selected, and click on Quarantine/Remove selected.
  • You may need to restart the computer.
  • Open Malwarebytes again, click on the Scanner, and then on the Reports tab.
  • Find the report with the most recent date and double click on it.
  • Click on Export and then Copy to Clipboard.
  • Paste its content here, in your next reply.

3. Fresh FRST logs
  • Double-click on the FRST icon to run it, as you did before. When the tool opens click Yes to disclaimer.
  • Press Scan button and wait for a while.
  • The scanner will produced two logs on your Desktop: FRST.txt and Addition.txt.
  • Please attach the content of these two logs in your next reply.

In your next reply, please post:
  1. The AdwCleaner[C0*].txt
  2. The Malwarebytes report
  3. The fresh FRST logs, Addition and FRST.
P.S. Please do not press the Reply button to quote parts of my posts into your reply. Just put points/numbers. It's easier for me to read what you write.
 
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