What is Troubleshooter?
The Malwarebytes research team has determined that Troubleshooter is a Tech Support Scam.
This one tries to get you to send $25 to their PayPal account.
How do I know if my computer is affected by Troubleshooter?
You will see these screens shortly after the file is executed:
Clicking Next on the second one gets you this screen:
and this one if you follow through:
and this one when you try to close your computer after Ctrl-Alt-Del:
How did Troubleshooter get on my computer?
Tech Support Scammers use different methods for distributing themselves. This particular one was offered as a cracked software installer.
How do I remove Troubleshooter?
Our program Malwarebytes Anti-Malware can detect and remove this potentially unwanted application, but due to the nature of the infection this will require a few extra steps.
- Reboot your computer into "Safe Mode".
- You will see a black screen with Safe Mode in the corners. Use the Ctrl-Alt-Del keys and Start Task Manager from the resulting screen.
- In the Windows Task manager click File > New Task (Run...). In the prompt type %temp% and click OK.
- This will open the Temp folder. In that folder find the folder csrvc. In that folder delete the file Troubleshoot.exe
- Then go back to the Windows Task manager and click File > New Task (Run...). In the prompt type services.msc and click OK.
- In the list of services find the one called csrvc
and rightclick on it. In the poperties screen set the "Startup type" to Disabled. - Then use Ctrl-Alt-Del again and Reboot the computer from the resulting screen.
- After the reboot use the Ctrl-Alt-Del buttons again to Start Task Manager from the resulting screen.
- Then go back to the Windows Task manager and click File > New Task (Run...). In the prompt type explorer and click OK.
- You should now have access to your Desktop again.
- Then continue with the instructions below.
- Please download Malwarebytes to your desktop.
- Double-click mb3-setup-consumer-{version}.exe and follow the prompts to install the program.
- Then click Finish.
- Once the program has fully updated, select Scan Now on the Dashboard. Or select the Threat Scan from the Scan menu.
- If another update of the definitions is available, it will be implemented before the rest of the scanning procedure.
- When the scan is complete, make sure that all Threats are selected, and click Remove Selected.
- Restart your computer when prompted to do so.
- No, Malwarebytes removes Troubleshooter completely.
- You can uninstall adwizz from the list of installed Programs and Features
- You may still see this message when you reboot:
If this is true, and you want to remove it, follow the instructions in the reply to this post.
We hope our application and this guide have helped you eradicate this hijacker.
As you can see below the full version of Malwarebytes would have protected you against the Tech Support Scam.
and blocks the download of additional files:
Technical details for experts
You may see these entries in FRST logs:
HKLM\...\Winlogon: [Shell] C:\Users\{username}\AppData\Local\Temp\csrvc\Troubleshoot.exe, [ ] () <=== ATTENTION
HKLM\...\Winlogon: [LegalNoticeCaption] Windows Security Warning !!
HKLM\...\Winlogon: [LegalNoticeText] Windows has encountered an unexpected error 0xc0000e9. Your computer is missing .dll files resulting in computer failure. The operating system is not able to load windows kernel files. Repair windows kernel and .dll files with the help of technicians online to prevent hard drive crash or complete data loss. Rebooting the computer multiple times will result in permanent operating system failure.
S4 csrvc; C:\Users\{username}\AppData\Local\Temp\csrvc\csrvc.exe [56832 2017-11-24] () [File not signed]
C:\Users\{username}\Desktop\InstallUtil.InstallLog
C:\Program Files\adwizz
Alterations made by the installer:File system details [View: All details] (Selection)
---------------------------------------------------
Adds the folder C:\Program Files\adwizz
Adds the file adwizz.exe"="11/24/2017 9:05 AM, 67072 bytes, A
In the existing folder C:\Users\{username}\Desktop
Adds the file InstallUtil.InstallLog"="11/24/2017 9:05 AM, 664 bytes, A
Registry details [View: All details] (Selection)
------------------------------------------------
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\csrvc]
"Adfly_Urls"="REG_SZ", ""
"Banner_Act"="REG_SZ", "True"
"BottumBrnAd"="REG_SZ", ""
"Computer_Name"="REG_SZ", "{computername}"
"Country"="REG_SZ", ""
"Cversion"="REG_SZ", ""
"Dversion"="REG_SZ", ""
"FileLocation"="REG_SZ", "C:\Users\{username}\AppData\Local\Temp\csrvc"
"GUID"="REG_SZ", ""
"HDD_SerialNo"="REG_SZ", ""
"InstalationDateTime"="REG_SZ", "2017-11-24 08:05:22 AM"
"Install_ServiceProvider"="REG_SZ", ""
"Installation_IP"="REG_SZ",""
"IP"="REG_SZ", ""
"IsMastered"="REG_SZ", ""
"KC_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KF_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KL_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KM_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KT_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KU_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KU_URL"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"Last_IP"="REG_SZ", ""
"Last_Seen"="REG_SZ", "2017-11-24 08:05:22 AM"
"LeftBrnAd"="REG_SZ", ""
"LocalDateTime"="REG_SZ", ""
"Logo"="REG_SZ", ""
"MAC"="REG_SZ", ""
"Manufacturer"="REG_SZ", ""
"Message"="REG_SZ", ""
"Model"="REG_SZ", "VirtualBox"
"Name_OS"="REG_SZ", "Microsoft Windows 7 Ultimate "
"PopUp_Act"="REG_SZ", "True"
"PopUp_Color"="REG_SZ", ""
"Price"="REG_SZ", "$25 USD"
"Processor"="REG_SZ", "Intel(R) Core(TM) i7-4720HQ CPU @ 2.60GHz"
"RAM"="REG_SZ", "2GB"
"Restarter"="REG_SZ", ""
"RigthBrnAd"="REG_SZ", ""
"ScreenShot"="REG_SZ", ""
"SoftwareVersion"="REG_SZ", "3.3"
"SysUsername"="REG_SZ", "{username}"
"TaskKill"="REG_SZ", ""
"TimeZone"="REG_SZ", ""
"TollFreeNo"="REG_SZ", ""
"TopBrnAd"="REG_SZ", ""
"UID_Os"="REG_SZ", ""
"Username"="REG_SZ", "[email protected]"
"WasOffline"="REG_SZ", "False"
"WindowsBrnAd"="REG_SZ", ""
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\Advanced]
"DisabledHotkeys"="REG_SZ", "ER"
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System]
"legalnoticecaption" = REG_SZ, "Windows Security Warning !!"
"legalnoticetext" = REG_SZ, "Windows has encountered an unexpected error 0xc0000e9. Your computer is missing .dll files resulting in computer failure. The operating system is not able to load windows kernel files. Repair windows kernel and .dll files with the help of technicians online to prevent hard drive crash or complete data loss. Rebooting the computer multiple times will result in permanent operating system failure."
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\adwizz]
"DisplayIcon"="REG_SZ", "C:\Program Files\adwizz\adwizz.exe"
"DisplayName"="REG_EXPAND_SZ, "adwizz"
"DisplayVersion"="REG_SZ", "v1.0"
"InstallLocation"="REG_EXPAND_SZ, "C:\Program Files\adwizz"
"Publisher"="REG_SZ", "adwizz"
"UninstallString"="REG_EXPAND_SZ, "C:\Program Files\adwizz\Uninstall.exe"
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon]
"LegalNoticeCaption" = REG_SZ, "Windows Security Warning !!"
"LegalNoticeText" = REG_SZ, "Windows has encountered an unexpected error 0xc0000e9. Your computer is missing .dll files resulting in computer failure. The operating system is not able to load windows kernel files. Repair windows kernel and .dll files with the help of technicians online to prevent hard drive crash or complete data loss. Rebooting the computer multiple times will result in permanent operating system failure."
"Shell" = REG_SZ, "C:\Users\{username}\AppData\Local\Temp\csrvc\Troubleshoot.exe,"
"Userinit" = REG_SZ, ""
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control]
"SystemStartOptions" = REG_SZ, " NOEXECUTE=OPTIN SAFEBOOT:MINIMAL SOS BOOTLOG NOGUIBOOT BOOTLOGO"
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SafeBoot\Option]
"OptionValue"="REG_DWORD", 1
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Environment]
"SAFEBOOT_OPTION"="REG_SZ", "MINIMAL"
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Hardware Profiles\0001\Software\Microsoft\Windows\CurrentVersion\csrvc]
"Adfly_Urls"="REG_SZ", ""
"Banner_Act"="REG_SZ", "True"
"BottumBrnAd"="REG_SZ", ""
"Computer_Name"="REG_SZ", "{computername}"
"Country"="REG_SZ", ""
"Cversion"="REG_SZ", ""
"Dversion"="REG_SZ", ""
"FileLocation"="REG_SZ", "C:\Users\{username}\AppData\Local\Temp\csrvc"
"GUID"="REG_SZ", ""
"HDD_SerialNo"="REG_SZ", ""
"InstalationDateTime"="REG_SZ", "2017-11-24 08:05:22 AM"
"Install_ServiceProvider"="REG_SZ", "Instera"
"Installation_IP"="REG_SZ", ""
"IP"="REG_SZ", ""
"IsMastered"="REG_SZ", ""
"KC_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KF_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KL_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KM_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KT_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KU_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KU_URL"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"Last_IP"="REG_SZ", ""
"Last_Seen"="REG_SZ", "2017-11-24 08:05:22 AM"
"LeftBrnAd"="REG_SZ", ""
"LocalDateTime"="REG_SZ", ""
"Logo"="REG_SZ", ""
"MAC"="REG_SZ", "08-00-27-75-02-97"
"Manufacturer"="REG_SZ", ""
"Message"="REG_SZ", ""
"Model"="REG_SZ", "VirtualBox"
"Name_OS"="REG_SZ", "Microsoft Windows 7 Ultimate "
"PopUp_Act"="REG_SZ", "True"
"PopUp_Color"="REG_SZ", ""
"Price"="REG_SZ", "$25 USD"
"Processor"="REG_SZ", "Intel(R) Core(TM) i7-4720HQ CPU @ 2.60GHz"
"RAM"="REG_SZ", "2GB"
"Restarter"="REG_SZ", ""
"RigthBrnAd"="REG_SZ", ""
"ScreenShot"="REG_SZ", ""
"SoftwareVersion"="REG_SZ", "3.3"
"SysUsername"="REG_SZ", "{username}"
"TaskKill"="REG_SZ", ""
"TimeZone"="REG_SZ", ""
"TollFreeNo"="REG_SZ", ""
"TopBrnAd"="REG_SZ", ""
"UID_Os"="REG_SZ", ""
"Username"="REG_SZ", "[email protected]"
"WasOffline"="REG_SZ", "False"
"WindowsBrnAd"="REG_SZ", ""
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Hardware Profiles\Current\Software\Microsoft\Windows\CurrentVersion\csrvc]
"Adfly_Urls"="REG_SZ", ""
"Banner_Act"="REG_SZ", "True"
"BottumBrnAd"="REG_SZ", ""
"Computer_Name"="REG_SZ", "{computername}"
"Country"="REG_SZ", ""
"Cversion"="REG_SZ", ""
"Dversion"="REG_SZ", ""
"FileLocation"="REG_SZ", "C:\Users\{username}\AppData\Local\Temp\csrvc"
"GUID"="REG_SZ", ""
"HDD_SerialNo"="REG_SZ", ""
"InstalationDateTime"="REG_SZ", "2017-11-24 08:05:22 AM"
"Install_ServiceProvider"="REG_SZ", ""
"Installation_IP"="REG_SZ", ""
"IP"="REG_SZ", ""
"IsMastered"="REG_SZ", ""
"KC_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KF_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KL_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KM_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KT_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KU_Code"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"KU_URL"="REG_SZ", "j8MNStZGQ9W6uSslKsLhxQ=="
"Last_IP"="REG_SZ", ""
"Last_Seen"="REG_SZ", "2017-11-24 08:05:22 AM"
"LeftBrnAd"="REG_SZ", ""
"LocalDateTime"="REG_SZ", ""
"Logo"="REG_SZ", ""
"MAC"="REG_SZ", ""
"Manufacturer"="REG_SZ", ""
"Message"="REG_SZ", ""
"Model"="REG_SZ", "VirtualBox"
"Name_OS"="REG_SZ", "Microsoft Windows 7 Ultimate "
"PopUp_Act"="REG_SZ", "True"
"PopUp_Color"="REG_SZ", ""
"Price"="REG_SZ", "$25 USD"
"Processor"="REG_SZ", "Intel(R) Core(TM) i7-4720HQ CPU @ 2.60GHz"
"RAM"="REG_SZ", "2GB"
"Restarter"="REG_SZ", ""
"RigthBrnAd"="REG_SZ", ""
"ScreenShot"="REG_SZ", ""
"SoftwareVersion"="REG_SZ", "3.3"
"SysUsername"="REG_SZ", "{username}"
"TaskKill"="REG_SZ", ""
"TimeZone"="REG_SZ", ""
"TollFreeNo"="REG_SZ", ""
"TopBrnAd"="REG_SZ", ""
"UID_Os"="REG_SZ", ""
"Username"="REG_SZ", "[email protected]"
"WasOffline"="REG_SZ", "False"
"WindowsBrnAd"="REG_SZ", ""
[HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Explorer\Advanced]
"DisabledHotkeys"="REG_SZ", "ER"
[HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION]
"Troubleshoot.exe"="REG_DWORD", 11000
Malwarebytes scan log:Malwarebytes
www.malwarebytes.com
-Log Details-
Scan Date: 11/24/17
Scan Time: 3:33 PM
Log File: 68e06c0d-d124-11e7-917c-080027750297.json
Administrator: Yes
-Software Information-
Version: 3.2.2.2018
Components Version: 1.0.212
Update Package Version: 1.0.3339
License: Premium
-System Information-
OS: Windows 7 Service Pack 1
CPU: x64
File System: NTFS
User: {computername}\{username}
-Scan Summary-
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 335122
Threats Detected: 11
Threats Quarantined: 11
Time Elapsed: 4 min, 32 sec
-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect
-Scan Details-
Process: 0
(No malicious items detected)
Module: 0
(No malicious items detected)
Registry Key: 1
Rogue.TechSupportScam, HKLM\SYSTEM\CURRENTCONTROLSET\SERVICES\csrvc, Quarantined, [387], [461936],1.0.3339
Registry Value: 0
(No malicious items detected)
Registry Data: 1
Hijack.Shell.Gen.A, HKLM\SOFTWARE\MICROSOFT\WINDOWS NT\CURRENTVERSION\WINLOGON|SHELL, Replaced, [15805], [291910],1.0.3339
Data Stream: 0
(No malicious items detected)
Folder: 1
Rogue.TechSupportScam, C:\USERS\{username}\APPDATA\LOCAL\TEMP\CSRVC, Quarantined, [387], [461936],1.0.3339
File: 8
Rogue.TechSupportScam, C:\Users\{username}\AppData\Local\Temp\csrvc\BSOD.exe, Quarantined, [387], [461936],1.0.3339
Rogue.TechSupportScam, C:\Users\{username}\AppData\Local\Temp\csrvc\csrvc.exe, Quarantined, [387], [461936],1.0.3339
Rogue.TechSupportScam, C:\Users\{username}\AppData\Local\Temp\csrvc\csrvc.InstallLog, Quarantined, [387], [461936],1.0.3339
Rogue.TechSupportScam, C:\Users\{username}\AppData\Local\Temp\csrvc\csrvc.InstallState, Quarantined, [387], [461936],1.0.3339
Rogue.TechSupportScam, C:\Users\{username}\AppData\Local\Temp\csrvc\Proubleshoot.exe, Quarantined, [387], [461936],1.0.3339
Rogue.TechSupportScam, C:\Users\{username}\AppData\Local\Temp\csrvc\scshtrv.exe, Quarantined, [387], [461936],1.0.3339
Rogue.TechSupportScam, C:\$RECYCLE.BIN\S-1-5-21-.-.-.-1003\$ROV0SDP.EXE, Quarantined, [387], [461980],1.0.3339
Rogue.TechSupportScam, C:\USERS\{username}\DESKTOP\TROUBLESHOOTER.EXE, Quarantined, [387], [461984],1.0.3339
Physical Sector: 0
(No malicious items detected)
(end)As mentioned before the full version of Malwarebytes could have protected your computer against this threat.We use different ways of protecting your computer(s):
- Dynamically Blocks Malware Sites & Servers
- Malware Execution Prevention
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