Windows 7x64 having problems with internet connection

[xxsilk109xx]

I removed a virus off of a Windows 7 x64 laptop today and the problem is that I cant get the internet to work, either plugged in or wireless. Customer had this problem before he brought it in to me..

I have checked and updated drivers, checked to make sure IE is not set to run through proxy. Checked the ivp4 and 6 to make sure that there is no proxy and everything is set to automatic. I have ran all of the netsh options and restarted the computer. nothing. it does the same thing in safe mode as well.

Its possible I dont have all of the virus removed because i manually removed it and may have left some traces, but I cant update mbam or anything in order to be sure. Any suggestions that I may be missing to get the internet back??

 

[Xander]

Download the MBAM offline updates or, if you've got the technician's license, run SAS Portable.

I was about to suggest un/reinstalling the network adapters but, if it's both... Still, reinstalling one might replace a useful file and it's quick.

 

[xxsilk109xx]

doesnt sas portable have to update? I will try the mbam offline updates..


Edit: I tried those links and have seen those around but I always get that the page is not found.

 

[Martyn]

Does it get an ip address etc but just the dns isn't working?

 

[xxsilk109xx]

well its not stating one when i choose ipconfig/all
everything is set to obtain automatically...even dns

when comparing the ipconfig report to my own computer.

I see that under the wireless setting it says:

Autoconfiguration IPv4 Address: 169.254.253.20 (preferred)
subnet mask: 255.255.255.0
default gateway: (blank)

on my computer it shows the IPv4 address as being 192.168.1.2

 

[Xander]

doesnt sas portable have to update? I will try the mbam offline updates..

The SAS Portable file is as current as when you download it. e.g. Set up Ketarin to download that file and it will always find it 'new'. So, if it's a fresh download, you shouldn't need to update it.

 

[XFalloutX]

Have you gone into device manager and uninstalled the NIC then reinstalled it? I've had that work a few times.
Try running HJT and see if there is any proxy settings in the registry some where.
If you gave it a static IP will it work?

 

[xxsilk109xx]

i tried setting it to my exact settings but changed the last number on the ip so it would not conflict and i get the same thing.

i am running sas portable right now and its found a trojan, removed it, same issue.

hjt log

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 2:49:23 PM, on 7/29/2010
Platform: Unknown Windows (WinNT 6.01.3504)
MSIE: Internet Explorer v8.00 (8.00.7600.16385)
Boot mode: Normal

Running processes:
c:\PROGRA~2\mcafee.com\agent\mcagent.exe
C:\Program Files (x86)\Intel\Intel Matrix Storage Manager\IAAnotif.exe
C:\Program Files (x86)\Lexmark 4200 Series\LXBMmon.exe
C:\Program Files (x86)\Windows Live\Messenger\msnmsgr.exe
C:\Program Files (x86)\Dell DataSafe Online\DataSafeOnline.exe
C:\Program Files (x86)\CyberLink\PowerDVD DX\PDVDDXSrv.exe
C:\Program Files (x86)\Dell Webcam\Dell Webcam Central\WebcamDell2.exe
C:\Program Files (x86)\Roxio\Roxio Burn\RoxioBurnLauncher.exe
C:\Program Files (x86)\Dell\DellComms\bin\sprtcmd.exe
C:\Program Files (x86)\Dell Support Center\bin\sprtcmd.exe
C:\Program Files (x86)\Common Files\Adobe\ARM\1.0\AdobeARM.exe
C:\Program Files (x86)\Dell Support Center\gs_agent\dsc.exe
C:\Program Files (x86)\Windows Live\Contacts\wlcomm.exe
E:\Computer-Repair\VirusSpywareRemoval\HiJackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = Preserve
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://g.msn.com/USCON/1
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/?LinkId=69157
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/?LinkId=69157
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,SearchAssistant =
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
F2 - REG:system.ini: UserInit=userinit.exe
O2 - BHO: AcroIEHelperStub - {18DF081C-E8AD-4283-A596-FA578C2EBDC3} - C:\Program Files (x86)\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelperShim.dll
O2 - BHO: McAfee Phishing Filter - {27B4851A-3207-45A2-B947-BE8AFE6163AB} - c:\progra~2\mcafee\msk\mskapbho.dll
O2 - BHO: (no name) - {5C255C8A-E604-49b4-9D64-90988571CECB} - (no file)
O2 - BHO: Search Helper - {6EBF7485-159F-4bff-A14F-B9E3AAC4465B} - C:\Program Files (x86)\Microsoft\Search Enhancement Pack\Search Helper\SearchHelper.dll
O2 - BHO: scriptproxy - {7DB2D5A0-7241-4E79-B68D-6309F01C5231} - c:\PROGRA~2\mcafee\VIRUSS~1\scriptsn.dll
O2 - BHO: Windows Live Sign-in Helper - {9030D464-4C02-4ABF-8ECC-5164760863C6} - C:\Program Files (x86)\Common Files\Microsoft Shared\Windows Live\WindowsLiveLogin.dll
O2 - BHO: Ask Toolbar BHO - {D4027C7F-154A-4066-A1AD-4243D8127440} - C:\Program Files (x86)\Ask.com\GenericAskToolbar.dll
O2 - BHO: Java(tm) Plug-In 2 SSV Helper - {DBC80044-A445-435b-BC74-9C25C1C588A9} - C:\Program Files (x86)\Java\jre6\bin\jp2ssv.dll
O2 - BHO: Windows Live Toolbar Helper - {E15A8DC0-8516-42A1-81EA-DC94EC1ACF10} - C:\Program Files (x86)\Windows Live\Toolbar\wltcore.dll
O3 - Toolbar: &Windows Live Toolbar - {21FA44EF-376D-4D53-9B0F-8A89D3229068} - C:\Program Files (x86)\Windows Live\Toolbar\wltcore.dll
O3 - Toolbar: LimeWire Toolbar - {D4027C7F-154A-4066-A1AD-4243D8127440} - C:\Program Files (x86)\Ask.com\GenericAskToolbar.dll
O4 - HKLM\..\Run: [Dell DataSafe Online] "C:\Program Files (x86)\Dell DataSafe Online\DataSafeOnline.exe" /m
O4 - HKLM\..\Run: [PDVDDXSrv] "C:\Program Files (x86)\CyberLink\PowerDVD DX\PDVDDXSrv.exe"
O4 - HKLM\..\Run: [Dell Webcam Central] "C:\Program Files (x86)\Dell Webcam\Dell Webcam Central\WebcamDell2.exe" /mode2
O4 - HKLM\..\Run: [Desktop Disc Tool] "c:\Program Files (x86)\Roxio\Roxio Burn\RoxioBurnLauncher.exe"
O4 - HKLM\..\Run: [mcagent_exe] "C:\Program Files (x86)\McAfee.com\Agent\mcagent.exe" /runkey
O4 - HKLM\..\Run: [DellComms] "C:\Program Files (x86)\Dell\DellComms\bin\sprtcmd.exe" /P DellComms
O4 - HKLM\..\Run: [DellSupportCenter] "C:\Program Files (x86)\Dell Support Center\bin\sprtcmd.exe" /P DellSupportCenter
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files (x86)\Adobe\Reader 9.0\Reader\Reader_sl.exe"
O4 - HKLM\..\Run: [Adobe ARM] "C:\Program Files (x86)\Common Files\Adobe\ARM\1.0\AdobeARM.exe"
O4 - HKLM\..\RunOnce: [Launcher] C:\Program Files (x86)\Dell DataSafe Local Backup\Components\scheduler\Launcher.exe
O4 - HKLM\..\RunOnce: [STToasterLauncher] C:\Program Files (x86)\Dell DataSafe Local Backup\toasterLauncher.exe
O4 - HKCU\..\Run: [msnmsgr] "C:\Program Files (x86)\Windows Live\Messenger\msnmsgr.exe" /background
O4 - HKCU\..\Run: [Steam] "C:\Program Files (x86)\Steam\Steam.exe" -silent
O4 - .DEFAULT User Startup: Dell Dock First Run.lnk = C:\Program Files\Dell\DellDock\DellDock.exe (User 'Default user')
O4 - Startup: Dell Dock.lnk = C:\Program Files\Dell\DellDock\DellDock.exe
O4 - Startup: LimeWire On Startup.lnk = C:\Program Files (x86)\LimeWire\LimeWire.exe
O9 - Extra button: Blog This - {219C3416-8CB2-491a-A3C7-D9FCDDC9D600} - C:\Program Files (x86)\Windows Live\Writer\WriterBrowserExtension.dll
O9 - Extra 'Tools' menuitem: &Blog This in Windows Live Writer - {219C3416-8CB2-491a-A3C7-D9FCDDC9D600} - C:\Program Files (x86)\Windows Live\Writer\WriterBrowserExtension.dll
O13 - Gopher Prefix:
O16 - DPF: {E2883E8F-472F-4FB0-9522-AC9BF37916A7} - http://platformdl.adobe.com/NOS/getPlusPlus/1.6/gp.cab
O17 - HKLM\System\CS2\Services\Tcpip\..\{57DB5122-726A-46C1-9D6E-FD1442ECF15E}: NameServer = 192.168.1.1,192.168.1.3
O23 - Service: @%SystemRoot%\system32\Alg.exe,-112 (ALG) - Unknown owner - C:\Windows\System32\alg.exe (file missing)
O23 - Service: Dock Login Service (DockLoginService) - Stardock Corporation - C:\Program Files\Dell\DellDock\DockLogin.exe
O23 - Service: @%SystemRoot%\system32\efssvc.dll,-100 (EFS) - Unknown owner - C:\Windows\System32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\fxsresm.dll,-118 (Fax) - Unknown owner - C:\Windows\system32\fxssvc.exe (file missing)
O23 - Service: GoToAssist - Citrix Online, a division of Citrix Systems, Inc. - C:\Program Files (x86)\Citrix\GoToAssist\514\g2aservice.exe
O23 - Service: Intel(R) Matrix Storage Event Monitor (IAANTMON) - Intel Corporation - C:\Program Files (x86)\Intel\Intel Matrix Storage Manager\IAANTMon.exe
O23 - Service: @keyiso.dll,-100 (KeyIso) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: lxbm_device - - C:\Windows\system32\lxbmcoms.exe
O23 - Service: McAfee Services (mcmscsvc) - McAfee, Inc. - C:\PROGRA~2\McAfee\MSC\mcmscsvc.exe
O23 - Service: McAfee Network Agent (McNASvc) - McAfee, Inc. - C:\Program Files (x86)\Common Files\mcafee\mna\mcnasvc.exe
O23 - Service: McAfee Scanner (McODS) - McAfee, Inc. - C:\PROGRA~1\McAfee\VIRUSS~1\mcods.exe
O23 - Service: McAfee Proxy Service (McProxy) - McAfee, Inc. - C:\PROGRA~2\COMMON~1\McAfee\McProxy\McProxy.exe
O23 - Service: McAfee Real-time Scanner (McShield) - McAfee, Inc. - C:\PROGRA~1\McAfee\VIRUSS~1\mcshield.exe
O23 - Service: McAfee SystemGuards (McSysmon) - McAfee, Inc. - C:\PROGRA~2\McAfee\VIRUSS~1\mcsysmon.exe
O23 - Service: McAfee Personal Firewall Service (MpfService) - McAfee, Inc. - C:\Program Files (x86)\McAfee\MPF\MPFSrv.exe
O23 - Service: @comres.dll,-2797 (MSDTC) - Unknown owner - C:\Windows\System32\msdtc.exe (file missing)
O23 - Service: McAfee Anti-Spam Service (MSK80Service) - McAfee, Inc. - C:\Program Files (x86)\McAfee\MSK\MskSrver.exe
O23 - Service: @%SystemRoot%\System32\netlogon.dll,-102 (Netlogon) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\psbase.dll,-300 (ProtectedStorage) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\Locator.exe,-2 (RpcLocator) - Unknown owner - C:\Windows\system32\locator.exe (file missing)
O23 - Service: @%SystemRoot%\system32\samsrv.dll,-1 (SamSs) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: SoftThinks Agent Service (SftService) - SoftThinks - C:\Program Files (x86)\Dell DataSafe Local Backup\sftservice.EXE
O23 - Service: @%SystemRoot%\system32\snmptrap.exe,-3 (SNMPTRAP) - Unknown owner - C:\Windows\System32\snmptrap.exe (file missing)
O23 - Service: @%systemroot%\system32\spoolsv.exe,-1 (Spooler) - Unknown owner - C:\Windows\System32\spoolsv.exe (file missing)
O23 - Service: @%SystemRoot%\system32\sppsvc.exe,-101 (sppsvc) - Unknown owner - C:\Windows\system32\sppsvc.exe (file missing)
O23 - Service: SupportSoft Sprocket Service (DellComms) (sprtsvc_DellComms) - SupportSoft, Inc. - C:\Program Files (x86)\Dell\DellComms\bin\sprtsvc.exe
O23 - Service: SupportSoft Sprocket Service (DellSupportCenter) (sprtsvc_DellSupportCenter) - SupportSoft, Inc. - C:\Program Files (x86)\Dell Support Center\bin\sprtsvc.exe
O23 - Service: Audio Service (STacSV) - IDT, Inc. - C:\Windows\System32\DriverStore\FileRepository\stwrt64.inf_amd64_neutral_afc3018f8cfedd20\STacSV64.exe
O23 - Service: Steam Client Service - Valve Corporation - C:\Program Files (x86)\Common Files\Steam\SteamService.exe
O23 - Service: @%SystemRoot%\system32\ui0detect.exe,-101 (UI0Detect) - Unknown owner - C:\Windows\system32\UI0Detect.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vaultsvc.dll,-1003 (VaultSvc) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vds.exe,-100 (vds) - Unknown owner - C:\Windows\System32\vds.exe (file missing)
O23 - Service: @%systemroot%\system32\vssvc.exe,-102 (VSS) - Unknown owner - C:\Windows\system32\vssvc.exe (file missing)
O23 - Service: @%SystemRoot%\system32\Wat\WatUX.exe,-601 (WatAdminSvc) - Unknown owner - C:\Windows\system32\Wat\WatAdminSvc.exe (file missing)
O23 - Service: @%systemroot%\system32\wbengine.exe,-104 (wbengine) - Unknown owner - C:\Windows\system32\wbengine.exe (file missing)
O23 - Service: Dell Wireless WLAN Tray Service (wltrysvc) - Unknown owner - C:\Program Files\Dell\Dell Wireless WLAN Card\WLTRYSVC.EXE
O23 - Service: @%Systemroot%\system32\wbem\wmiapsrv.exe,-110 (wmiApSrv) - Unknown owner - C:\Windows\system32\wbem\WmiApSrv.exe (file missing)
O23 - Service: @%PROGRAMFILES%\Windows Media Player\wmpnetwk.exe,-101 (WMPNetworkSvc) - Unknown owner - C:\Program Files (x86)\Windows Media Player\wmpnetwk.exe (file missing)

--
End of file - 10577 bytes


I removed the recommended (mainly file missing and a few other entries. Still same issue)

 

[CapComp]

I had a similar problem with a client PC and found the Windows hosts file had been heavily modified by the malware. When I removed the extra entries internet started working again.

 

[xxsilk109xx]

i just used the microsoft fixit tool to reset the host file and i still have "limited access" it shows strong signal to my network, just no internet..

 

[Xander]

I'd disable the Dell Wifi software and try Window's own.

Be careful deleting entries that show as 'file missing'. I've read those are sometimes a type of false positive. Disable with autoruns before you consider deleting them.

Uninstall McAfee?

 

[StringTech]

Manually Update Mbam

doesnt sas portable have to update? I will try the mbam offline updates..


Edit: I tried those links and have seen those around but I always get that the page is not found.

You can also update Mbam manually.

On another computer, update the Mbam definitions and copy the "rules.ref" file on a USB key and replace it on the computer that you want to update.

It's located in a hidden folder. Show hidden files first.

C:\ProgramData\Malwarebytes\Malwarbytes' Anti-Malware\rules.ref


Another thing to look for is if the Firewall of its antivirus was altered.

 

[MobileTechie]

I don't think HJT works properly on 64 bit. All those services with missing files are not right. So I'm not sure how useful it is here.

I think you need to take it back to basics. Focus on the ethernet connection only for the time being, turn off all firewalls, set a static IP, ping loopback to the check the IP stack is operating, ping the router and then further out to the net and see what results you get.

Could need the IP stack resetting.

 

[xxsilk109xx]

i am going to remove mcafee right now and see if that works, then i am going to start with the static ip, etc.

i cant ping anything
i have reset the ip stack already
not sure how to check to see if the ip stack is "operating"

 

[xxsilk109xx]

turns out mcafee was the culprit. I wanted to do this step as a last resort as the kid just paid for a year subscription.......thanks for your help everyone....i am glad to get this sorted out.

I have seen norton do this, but not mcafee that much...guess i will try this first next time!!

 

[MobileTechie]

If you ping loopback and it works then the IP stack is probably good.

 

[Rodrick]

For future reference the ip address that ipconfig gave was the one that windows defaults to if it doesn't get a DHCP reply. At that point I usually start sniffing packets to see if what's going on, either a firewall issue where nothing is allowed out even dhcp requests, or the dhcp service is borked. It's almost always a firewall issue in my experience. (as it seemed to be in this instance).

 

[Computer Chip]

I have also had Norton AV block internet connection.....I had to use the norton removal tool to re-establish connectivity.....That one drove me crazy

 

[AustinB]

Removing McAffee or Norton should be the first step in troubleshooting any computer.


...just kidding. Sort of.