trojan horse downloader.generic.11.jrk

March 30, 2011 at 12:56:23
Specs: Windows XP
When I try to open TurboTax2010, AVG alerts me that TurboTax.exe is infected with Trojan Horse downloader.generic.11.jrk. I tried un-installing and re-installing TurboTax; things went well until the program downloaded updates. When TurboTax restarted, the alert message recurred. Is there any way to alert Intuit to this problem and/or get help? Anyone else encountered this problem and/or know solution?

See More: trojan horse downloader.generic.11.jrk

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#1
March 30, 2011 at 13:06:33
I had the same problem when I tried to update my Turbotax program today. I spent a long time with someone on the help line with no result. She was interested in getting me a new download, but not in the virus.

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#2
March 30, 2011 at 13:41:26
So they apparently don't see it as a problem at their end.

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#3
March 30, 2011 at 14:07:36
Are you both using AVG antivirus? As it is a known false positive with AVG.
I myself wouldn't use TurboTax, but many happy people do?
If they are not worried about helping you with a possible virus in their program? That says it all.

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Related Solutions

#4
March 30, 2011 at 15:46:44
I too updated my turbo tax 2010 today and it infected my program with this infection. I spent 3 1/2 hours on the phone with them. They gave me a new turbo tax to download (as I lost my state when I uninstalled my turbo tax). The download is also infected. Their fix was for me to work on the online version. They gave me a code to pay for the premier turbo tax, but you do not put that code in until the very end when you are ready to e-file AND you cannot download last year's information until you are working on a "paid" version instead of the free one they have you start on. So I will have to start from scratch, entering all my information (names, addresses, work info, business expense info, donation info, investment info, etc). It sounds like I might as well start with someone new!! They told me they would try calling me back, if they found a solution!! I am still waiting...tomorrow I will have to find a new program!

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#5
March 30, 2011 at 15:51:27
I am running AVG antivirus. What does it mean to have a false positive? How do you fix it? Does Turbo Tax have to fix it or can we?

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#6
March 30, 2011 at 15:58:17
A false positive is when a over zelleous Antivirus program picks up a program as infected but no others do.
eg. My Bullguard AV picks up Rkill as a trogan which its not, but it acts like one so it picks it up.
What you need to do is send the false positive file to AVG for them to double check it, and make a patch which stops further false positive reports.

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#7
March 30, 2011 at 16:10:41
HI Guys,

Can you tell me what version of AVG you are using?

thanks
TurboTaxChristian


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#8
March 30, 2011 at 17:38:01
Hey, and I thought it was me and something else I had done to cause this virus to crash my TurboTax.

Before googling and finding this thread, I too tried uninstalling and re-installing TurboTax today thinking it was something local on my PC. I also ran Spybot Search & Destroy which found and fixed all sorts of things so I thought I was home free.

That is, until I tried re-installing TurboTax again. This time, I tried to start it without loading the updates but it wouldn't let me, so I did the updates and as you know, it locked me up. I am also running AVG which shows that there is a "Trojan horse Downloader.Generic11.JRK" infection in three places.

I guess coming here and finding out the problem is not not my own PC is some comfort but still, TurboTax should be getting on this ASAP giving how many people are going to be affected, as popular as AVG is.

Will stay tuned.


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#9
March 30, 2011 at 19:20:20
I turned off AVG temporarily and was able to run Turbo Tax

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#10
March 30, 2011 at 19:37:35
I just got the exact same alert. Still trying to figure it out. Will let you know what is successful :)

Update: See my post from today (3/31/11) for the solution.


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#11
March 30, 2011 at 21:36:17
http://www.computing.net/answers/se...
Have a look at this post.
Suggest you get in touch with AVG about a false positive as well, if you want to keep TurboTax and AVG together, so AVG can make a patch.

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#12
March 31, 2011 at 06:22:38
FOUND A SOLUTION!!
I took Mr Goodguys advice and called turbo tax back. Spent another 1 1/2 hours with them, BUT received some good advice...She asked me to call AVG. I spoke with them and found out I was using AVG 8.5. They had me uninstall 8.5 and install AVG 2011 (still using the free version). I received a new turbo tax download the first time I spoke with turbo tax, but was still receiving the trojan horse infection. So I tried downloading again with the new AVG 2011 installed and TURBO TAX IS WORKING. NO INFECTION!! So my advice is check your AVG version. I believe we are receiving a false positive with the older version! Hope this helps. I know it was a very frustrating 14 hours yesterday, trying to resolve this!!

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#13
March 31, 2011 at 06:46:22
Here is the link to turbo tax where they have found the same thing!

http://turbotax.intuit.com/support/...


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#14
March 31, 2011 at 09:57:44
Okay, I followed the instructions from one of the other folks (use name "lah") on here. If you are running the 8.5 version of AVG (anti-virus), you will need to uninstall it. This version of AVG is causing the trojan downloader generic 11 jrk error message on Turbo Tax 2010. After uninstalling it, I went to AVG Free website and downloaded the free version of AVG Anti Virus 2011. I then reinstalled Turbo Tax 2010 Deluxe (disc version) and the program is now running normally. Thank you lah!

Good luck!


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#15
March 31, 2011 at 09:58:30
Thank you lah!

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#16
March 31, 2011 at 10:10:15
HI Guys,

You dont need to uninstall AVG, just upgrade to AVG 2011
We have created an FAQ in our site for our customers
http://turbotax.intuit.com/support/...

Thanks
TurboTaxChristian


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#17
March 31, 2011 at 19:44:25
Same problem. I uninstalled AVE free and reinstalled it. It took a while but that fixed the problem. I am now able to get back on Turbotax. Good luck

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#18
March 31, 2011 at 23:23:10
Thank you Turbo Tax for helping sort this out, same with AVG.

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#19
April 1, 2011 at 05:17:47
The work-around that worked for me is in AVG 8.5 to click on the Resident Shield component in the AVG summary page to go to the Resident Shield page.

Once there, click on the "Manage Exceptions" button at the bottom of the screen.

In the Advanced AVG Settings window that then opens, click on the "Add Path" button in the right-hand panel. A Windows Explorer window opens and navigate one-at-a-time to the TurboTax 2010 folder (C:\Program Files\TurboTax\Deluxe 2010\ on my machine) and add that path to the "Resident Shield - Directory Excludes" list to exclude this folder from AVG's resident shield scan.

Do the same thing to add the exclude path to the TurboTax installer (C:\WINDOWS\Installer\{A525E00B-6609-442E-9DCD-64453C233E8D}\ on my machine).

I had to reinstall TurboTax but at least I can run it now.


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#20
April 1, 2011 at 11:54:43
I had the same problem, Federal and State. My computer is infected now with Trojan Horses and many other ones. They all came from the download file.
Some people are saying that AVG give the false positive. Not so, AVG is superior and is the only system who found it.
How can it be a FP if it recognizes the type and name of the virus.
I can not believe TurboTax is not taking action on this. I can't find anything on their web site.

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#21
April 1, 2011 at 12:03:59
A few days after checking on my state and federal, I can't find it. I had not uninstalled it, I never do that. Then I find that Turbotax is totally infected with trojan horses. Someone now has my information. When I tried to reinstall from the downloader, there were more viruse. TT had not even fixed it but left them in. information somewhere else. I don't know what to do, but Turbo tax is not taking any responsibility for it. It's no where on their web site. I had a disk, but no numbers. My information was still on

Anyone have any ideas


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#22
April 1, 2011 at 12:09:35
No, my friend. AVG is superior and the only one finding and identifying the Trojans.
Can a false positive uninstall TT by itself? I have been using TT, when the whole program was on one single floppy disk, 1.44MB. I keep my TT and back them up and keep them all. False positives can't do damage

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#23
April 1, 2011 at 12:13:38
That means it is really not a virus but AVG sees it as one.
AVG does not only recognizes, but identifies the Trojans. False positives can't do damage, but these trojans did damage to my computer

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#24
April 1, 2011 at 12:23:19
rhbk-just so you know...I did speak to AVG regarding this manner. They are the people who told me it was a false positive. They had me uninstall my 8.5 AVG and reinstall AVG 2011. Did you do that yet? I bet if you do and then try running your turbo tax it might work again!!

My original turbo tax was a CD i purchased. I did have a new download from turbo tax because I lost my free state download. If you call turbo tax they might give you a new download too if you do not want to use your disk. All of your information should come back up again once you download the new turbo tax if you saved your information previously on your computer. All of the tax returns I completed before I ran into this problem all came back.

Hope this helps! (I too like AVG, but it was my own fault for not updating my AVG in a timely manner!!)


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#25
April 1, 2011 at 14:46:59
Welp,

For those of us who run the free version of AVG, the link to upgrade to AVG 2011 only has paid upgrade options on it!

pretty convenient that about a couple weeks before taxes are due, existing free versions of AVG start reporting false positives on TurboTax and the fix is to upgrade to a $40 version.

If I'm missing some link to a new free version that doesn't report the false positive, please correct me. And maybe I'm just being overly skeptical, but I'm suspecting a marketing initiative on AVG's part. Might be time to switch over to Microsoft Security Essentials.

My workaround above stopped the trojan alerts in the free version and I'm just trusting that the whole thing is a case of false positives.

I reinstalled AVG free and I was able to load the tax files I had prepared before the whole incident.

Update:

There is a free version of AVG 2011, it just was't presented when I clicked on the huge upgrade banner on my older version. But when I tried to install it, it told me it wouldn't install because I was running COMODO firewall and it is apparently incompatible with the new AVG version.

Really making me think I want to switch to a different AV.




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#26
April 1, 2011 at 19:48:11
Thank you TurboTax for getting on this issue so quickly and getting a fix. I have alway admired Intuit's caring for their customers and for the pride you take in your program. :)

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#27
April 2, 2011 at 22:56:23
You need to upgrade your AVG 8.5 to AVG 2011. Once you do that, your updates should download correctly and you can be on your way with your tax return.

Good luck!


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#28
April 3, 2011 at 05:23:04
Because of the trojan horse virus, I removed and reinstalled Turbo Tax. It will not open my previously prepared tax returns. They are indicated as corrupted and the error message states I must start over. Is there any way to recover the returns that I have spent many hours preparing?

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#29
April 3, 2011 at 08:20:18
I'm having the same problem. Did you find a solution.

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#30
April 4, 2011 at 04:23:34
When I reinstalled Turbotax, opened a new return and transferred the 2009 information, all of my 2010 returns, that were previously shown as corrupted reappeared. I have no idea what happened, however, my 2010 returns are recovered and unscathed.

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