Solved Virus that cannot be found....

June 4, 2011 at 13:48:26
Specs: Windows 7
My Dell 1764 has an random crash problem that Best Buy and Dell say is a virus which non of them are willing to identify. I have ran numerous scans including Malwarebyte's which all result in "0 viruses detected". When my laptop crashes it becomes completely unresponsive and usually crashes with an annoying noise and the only way to stop it is to remove the battery. Every time it crashes I am usually using multi-media and my laptop is burning up. I am now thinking that it might be a faulty fan for I just ran a Bios memory scan for the second time and it was able to complete as long as I had my laptop on it's back and fanned the bottom so it wouldn't overheat and crash like it did previously. My question I guess is, is there a virus that makes my computer overheat and crash while hiding from most scans or is Best Buy and Dell just out to score an easy $100 from me?

See More: Virus that cannot be found....

June 4, 2011 at 14:21:05

That sounds as if you have some sort of hardware malfuntion.

It does not sound like a virus...IMHO.

Report •

June 7, 2011 at 21:12:26
I think so too but the real question is: how do I get Best Buy to admit it isn't a virus and change the hardware that needs to be changed. I bought an extended hardware warranty and they seem to be dodging the bullet by claiming I have a virus. :(

Report •

June 8, 2011 at 10:43:38
✔ Best Answer
Talk to the manager of the store!..

Be very nice and polite about the whole thing, but keep pointing out that you have a hardware problem.

If the virus issue comes up, tell them you scanned for viruses with (whichever programs), and nothing shows up.

Tell them you have even scanned for hidden rootkits, and nothing is ever found.

So you do not lie, we can give you instructions for a Rootkit check also.

Report •

Related Solutions

June 9, 2011 at 11:32:25
The instructions for the Rootkit would be great! Thank you so much! Once I do the Rootkit I will do exactly what you advise (I'll be nice and all). Thank you again.

Report •

June 9, 2011 at 14:15:23
Here are a few goodies that should show a RootKit...

Please download TDSSKiller
Save it to the Desktop.

Double-click* on TDSSKiller.exe to run the tool.
(*Vista/Windows 7 users, right-click the file, and select: Run As Administrator)

Click the Start Scan button.

Do not use the computer during the scan

If the scan completes with nothing found, click Close to exit.

When the scan finishes it displays a Scan results screen stating whether or not an infection was found on your computer.

To remove the infection, click on the Continue button.
If it does not say Cure on the results screen, leave it at the default action of Skip, and press the Continue button.

Do not change to Delete or Quarantine as it may delete infected files that are required for Windows to operate properly.

Reboot to finish the cleaning process.

If no reboot is requested, click on Report.
A log file should appear.

A log file named TDSSKiller_version_date_time_log.txt (i.e. TDSSKiller. is created and saved to the root directory (usually Local Disk C:).

>>Please provide the contents of TDSSKiller in your reply.<<

Now, please download GMER:
[A randomly named file downloads. (Recommended)]

Disconnect from the Internet and close all running programs.

Temporarily disable any real-time active protection so your security programs will not conflict with gmer's driver:

Double-click on the randomly named GMER file (i.e. n7gmo46c.exe)
Allow the gmer.sys driver to load if asked.

GMER opens to the Rootkit/Malware tab and performs an automatic quick scan when first run. (Please do not use the computer while the scan is in progress.)

If you receive a WARNING!!! about rootkit activity and are asked to fully scan your NO

Now, click the >Scan< button.
If you see a rootkit warning window, click OK.

When the scan finishes, click 'Save...' button to save the scan results to your Desktop.
Save the file as >gmer.log<

>>Click the Copy button and Paste the results in your reply.<<

Note: Please, do not take action on any of the information on the GMER report!!

If you encounter any problems, try running GMER in Safe Mode:

If GMER crashes or keeps resulting in a BSODs, uncheck 'Devices' (on the right side) before scanning.

Retired - Doin' Dis, Dat, and slapping malware.

Report •

June 11, 2011 at 15:03:11
Nothing was found on either scan. TDSSKiller reports the following:

(I am having problems getting the large notepad document to save)

gmer did not report anything. When I tried to save on gmer all I got was a blank notepad page so I can only assume that nothing was found. I am pretty sure that I did everything right. Should I take the TDSSKiller report to Best Buy to prove my laptop is clean? Thank you so much for all your help.

Report •

June 11, 2011 at 15:42:17
"Should I take the TDSSKiller report to Best Buy to prove my laptop is clean?"

Sure, if you would like to.

Have you done a scan with Malwarebytes’ Anti-Malware?
(Press black button with green and white icon)
Save to the Desktop:

Double-click mbam-setup.exe and follow the prompts to install the program. (For Vista or Windows 7, select: Run as Administrator)

Run Malwarfebytes’ AntiMalware and update the program.
Once updated, select Perform Full Scan and click the scan button.

When the scan finishes, click OK in the message box, and you will see the results of the scan.

Click the Remove Selected button to get rid of the malware.

When Malwarebytes finishes, you may be prompted to reboot. If so, reboot.

>>Please post the Malwarebytes log in your reply.<<
It would be best to for us to review it before taking it along.

Retired - Doin' Dis, Dat, and slapping malware.

Report •

June 11, 2011 at 16:18:32
Yes, I have ran numerous scans including Malwarebyte's which all result in "0 viruses detected".

Report •

June 11, 2011 at 16:27:58
Take it along also!

If you bought the laptop there, keep talking to them, and don't give up.

Good luck!!

Retired - Doin' Dis, Dat, and slapping malware.

Report •

Ask Question