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A program called pc keeper has attached itself to my Mozilla Firefox, and I am no longer able to use it. Even uninstalling and reinstalling is a no fix.

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Yesterday I discovered a pop-up attached to my Mozilla Firefox, it was essentially a white box, with a grey bar inside, which I dangerously clicked as it would not allow me to close or access my Mozilla. Clicking the box revealed an ad for something call PC Keeper which now also shows in my remembered links as being in a second window. I was forced to shut down my computer to close the Mozilla, making all my links unavailable to me, and ultimately had to uninstall it from my computer. I attempted to reinstall a new version, but, again found this PC Keeper attached to it, it's white window firmly locking everything up, and forcing me again to uninstall the program. Please, find me a way to once more have my Mozilla without this PC Keeper.

Yesterday I discovered a pop-up attached to my Mozilla Firefox, it was essentially a white box, with a grey bar inside, which I dangerously clicked as it would not allow me to close or access my Mozilla. Clicking the box revealed an ad for something call PC Keeper which now also shows in my remembered links as being in a second window. I was forced to shut down my computer to close the Mozilla, making all my links unavailable to me, and ultimately had to uninstall it from my computer. I attempted to reinstall a new version, but, again found this PC Keeper attached to it, it's white window firmly locking everything up, and forcing me again to uninstall the program. Please, find me a way to once more have my Mozilla without this PC Keeper.

Mehr Details zum System

Anwendung

  • User-Agent: Mozilla/5.0 (compatible; MSIE 9.0; AOL 9.7; AOLBuild 4343.30; Windows NT 6.1; WOW64; Trident/7.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MAGW; .NET4.0C; .NET4.0E; McAfee)

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Tyler Downer
  • Top 25 Contributor
  • Moderator
1538 Lösungen 10731 Antworten
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You have a virus on your computer. Try the following to remove it, Troubleshoot Firefox issues caused by malware

You have a virus on your computer. Try the following to remove it, [[Troubleshoot Firefox issues caused by malware]]

Fragesteller

I ran Malwarebytes it quarantined all issues it found and then I reinstalled it, the program was still there.

I ran Malwarebytes it quarantined all issues it found and then I reinstalled it, the program was still there.
Tyler Downer
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  • Moderator
1538 Lösungen 10731 Antworten
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Ok, now that you have ran Malwarebytes, go into your control panel and until anything called PCKeeper or similar. Restart your computer, and then Refresh Firefox (Refresh Firefox - reset add-ons and settings). If you still have problems I suggest you go to http://www.bleepingcomputer.com/, where they can help you with advanced malware removal.

Ok, now that you have ran Malwarebytes, go into your control panel and until anything called PCKeeper or similar. Restart your computer, and then Refresh Firefox ([[Refresh Firefox - reset add-ons and settings]]). If you still have problems I suggest you go to http://www.bleepingcomputer.com/, where they can help you with advanced malware removal.

Fragesteller

I just ran a threat scan with malwarebytes again, I've removed Mozilla Firefox from my computer completely...I have no viruses or any other threats.

I just ran a threat scan with malwarebytes again, I've removed Mozilla Firefox from my computer completely...I have no viruses or any other threats.

Fragesteller

Yeah, nothing like that in my computer and nothing even with a March date in my control panel except something I just added to fix my mistakenly removing my ethernet. I'll check the other as I miss my Mozilla.

Yeah, nothing like that in my computer and nothing even with a March date in my control panel except something I just added to fix my mistakenly removing my ethernet. I'll check the other as I miss my Mozilla.
Tyler Downer
  • Top 25 Contributor
  • Moderator
1538 Lösungen 10731 Antworten
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What is the name of the thing you installed to "fix your ethernet"? That sounds suspicious.

Please try installing Firefox again, and then refresh Firefox (Refresh Firefox - reset add-ons and settings)

What is the name of the thing you installed to "fix your ethernet"? That sounds suspicious. Please try installing Firefox again, and then refresh Firefox ([[Refresh Firefox - reset add-ons and settings]])

Fragesteller

It was Qualcomm Atheros Communication, Inc

It was Qualcomm Atheros Communication, Inc
FredMcD
  • Top 10 Contributor
4266 Lösungen 59814 Antworten
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Did some searching. No real reports of mal-ware. I did find this;

Asav.exe problems can be attributed to corrupt or missing files, invalid registry entries associated with Asav.exe, or a virus / malware infection.

More specifically, these asav.exe errors can be caused by:

   Corrupt Windows registry keys associated with asav.exe / QUALCOMM ATHEROS SmartNet Controller.
   Virus or malware infection that has corrupted the asav.exe file or related QUALCOMM ATHEROS SmartNet Controller program files.
   Another program maliciously or mistakenly deleted asav.exe-related files.
   Another program is in conflict with QUALCOMM ATHEROS SmartNet Controller and its shared referenced files.
   Corrupt download or incomplete installation of QUALCOMM ATHEROS SmartNet Controller software.
Did some searching. No real reports of mal-ware. I did find this; Asav.exe problems can be attributed to corrupt or missing files, invalid registry entries associated with Asav.exe, or a virus / malware infection. More specifically, these asav.exe errors can be caused by: Corrupt Windows registry keys associated with asav.exe / QUALCOMM ATHEROS SmartNet Controller. Virus or malware infection that has corrupted the asav.exe file or related QUALCOMM ATHEROS SmartNet Controller program files. Another program maliciously or mistakenly deleted asav.exe-related files. Another program is in conflict with QUALCOMM ATHEROS SmartNet Controller and its shared referenced files. Corrupt download or incomplete installation of QUALCOMM ATHEROS SmartNet Controller software.

Fragesteller

All my other programs and browsers seem to be running fine, and neither Malware or McAfee can find anything wrong, I've removed Mozilla 3 times, scanned after each removal, had my programs remove or quarantine everything they found before each time I reloaded it and the thing comes back attached each time. Not sure what else to do as I can't afford to pay a tech right now to scan my computer for anything more. Guess I'll have to leave it off...thanks for the help.

All my other programs and browsers seem to be running fine, and neither Malware or McAfee can find anything wrong, I've removed Mozilla 3 times, scanned after each removal, had my programs remove or quarantine everything they found before each time I reloaded it and the thing comes back attached each time. Not sure what else to do as I can't afford to pay a tech right now to scan my computer for anything more. Guess I'll have to leave it off...thanks for the help.
Tyler Downer
  • Top 25 Contributor
  • Moderator
1538 Lösungen 10731 Antworten
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Hello,

In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see How do I create a screenshot of my problem?

Once you've done this, attach the saved screenshot file to your forum post by clicking the Browse... button below the Post your reply box. This will help us to visualize the problem.

Thank you!

Hello, In order to better assist you with your issue please provide us with a screenshot. If you need help to create a screenshot, please see [[How do I create a screenshot of my problem?]] Once you've done this, attach the saved screenshot file to your forum post by clicking the '''Browse...''' button below the ''Post your reply'' box. This will help us to visualize the problem. Thank you!

Fragesteller

I wish I could, unfortunately it locks everything up and I have to force a shutdown of my computer to get Mozilla to close and relase the rest of my computer for me to use it. I'm not sure I want to load it again and risk possibly doing further damage to my computer until I can get someone to access what may already have been done especially considering there may be parts of the other program that has been corrupted by it.

I wish I could, unfortunately it locks everything up and I have to force a shutdown of my computer to get Mozilla to close and relase the rest of my computer for me to use it. I'm not sure I want to load it again and risk possibly doing further damage to my computer until I can get someone to access what may already have been done especially considering there may be parts of the other program that has been corrupted by it.
FredMcD
  • Top 10 Contributor
4266 Lösungen 59814 Antworten
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Until this is settled, Do Not Use Firefox.

Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of.

You can try these free programs to scan for malware, which work with your existing antivirus software:

Microsoft Security Essentials is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one. Windows 8 has antivirus built-in already.

Further information can be found in the Troubleshoot Firefox issues caused by malware article.

Did this fix your problems? Please report back to us!

Until this is settled, Do Not Use Firefox. Sometimes a problem with Firefox may be a result of malware installed on your computer, that you may not be aware of. You can try these free programs to scan for malware, which work with your existing antivirus software: * [http://www.microsoft.com/security/scanner/default.aspx Microsoft Safety Scanner] * [http://www.malwarebytes.org/products/malwarebytes_free/ MalwareBytes' Anti-Malware] * [http://support.kaspersky.com/viruses/disinfection/5350 Anti-Rootkit Utility - TDSSKiller] * [http://general-changelog-team.fr/en/downloads/viewdownload/20-outils-de-xplode/2-adwcleaner AdwCleaner] (for more info, see this [http://www.bleepingcomputer.com/download/adwcleaner/ alternate AdwCleaner download page]) * [http://www.surfright.nl/en/hitmanpro/ Hitman Pro] * [http://www.eset.com/us/online-scanner/ ESET Online Scanner] [http://windows.microsoft.com/MSE Microsoft Security Essentials] is a good permanent antivirus for Windows 7/Vista/XP if you don't already have one. Windows 8 has antivirus [http://www.microsoft.com/security/pc-security/windows8.aspx#antivirus built-in] already. Further information can be found in the [[Troubleshoot Firefox issues caused by malware]] article. Did this fix your problems? Please report back to us!
guigs 1072 Lösungen 11697 Antworten
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Hi AzizalSaqr, Please do post back with the results of the malware scan and a screenshot if you have one. It will help further investigate this issue.

Hi AzizalSaqr, Please do post back with the results of the malware scan and a screenshot if you have one. It will help further investigate this issue.
jscher2000
  • Top 10 Contributor
8783 Lösungen 71829 Antworten
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Blank white box, gray bar, unlabeled checkbox? Other users have reported a similar display generated by an AOL extension that locks up Firefox 36. They didn't mention what happens which clicking in it, so maybe it's a different thing, but I would try starting Firefox in Safe Mode and if you have an AOL extension, remove it to see whether that helps.

If Firefox is completely closed: Hold down the Shift key when clicking/double-clicking the Firefox shortcut.

If Firefox is running and you can access menus: You can restart Firefox in Safe Mode using either:

  • "3-bar" menu button > "?" button > Restart with Add-ons Disabled
  • Help menu > Restart with Add-ons Disabled

Click to approve Firefox restarting in Safe Mode.

Both scenarios: A small dialog should appear. Click "Start in Safe Mode" (not Refresh).

Then open the Add-ons page. Either:

  • Ctrl+Shift+a
  • "3-bar" menu button (or Tools menu) > Add-ons

In the left column, click Extensions. On the right side, look for AOL.

Blank white box, gray bar, unlabeled checkbox? Other users have reported a similar display generated by an AOL extension that locks up Firefox 36. They didn't mention what happens which clicking in it, so maybe it's a different thing, but I would try starting Firefox in Safe Mode and if you have an AOL extension, remove it to see whether that helps. ''If Firefox is completely closed:'' Hold down the Shift key when clicking/double-clicking the Firefox shortcut. ''If Firefox is running and you can access menus:'' You can restart Firefox in Safe Mode using either: * "3-bar" menu button > "?" button > Restart with Add-ons Disabled * Help menu > Restart with Add-ons Disabled Click to approve Firefox restarting in Safe Mode. ''Both scenarios:'' A small dialog should appear. Click "Start in Safe Mode" (''not'' Refresh). Then open the Add-ons page. Either: * Ctrl+Shift+a * "3-bar" menu button (or Tools menu) > Add-ons In the left column, click Extensions. On the right side, look for AOL.

Fragesteller

Clicking the box directs you to install this PC Keeper, and Mozilla also shows it needs to open two windows to restore your favorites, one which would contain this PC Keeper. Unfortunately, I no longer have Mozilla on my computer due to 3 failed attempts at getting a clean download of it after three separate scan products, Malwarebytes, McAfee, and finally Microsoft System Essentials show my computer to be clean. Since each time this box freezes my computer up, and makes me do a forced shutdown to quit Mozilla, I'm not sure it's worth the risk to my computer of me downloading it again. I do use AOL though, so, maybe someone else will be brave enough to try it.

Clicking the box directs you to install this PC Keeper, and Mozilla also shows it needs to open two windows to restore your favorites, one which would contain this PC Keeper. Unfortunately, I no longer have Mozilla on my computer due to 3 failed attempts at getting a clean download of it after three separate scan products, Malwarebytes, McAfee, and finally Microsoft System Essentials show my computer to be clean. Since each time this box freezes my computer up, and makes me do a forced shutdown to quit Mozilla, I'm not sure it's worth the risk to my computer of me downloading it again. I do use AOL though, so, maybe someone else will be brave enough to try it.
Tyler Downer
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1538 Lösungen 10731 Antworten
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There is no risk to your computer, it isn't going to be damaged. Computer's aren't cars ;)

There is no risk to your computer, it isn't going to be damaged. Computer's aren't cars ;)

Fragesteller

Unless it's a virus. I use my laptop at work so, I'm afraid I just can't keep subjecting it to the risk, I'm sorry, as much as I love using Mozilla, I just don't have the money to replace my laptop if something were to happen to it over this. Mozilla will have to stay off of it until I can find a tech friend or someone local who is willing to look it over at no cost.

Unless it's a virus. I use my laptop at work so, I'm afraid I just can't keep subjecting it to the risk, I'm sorry, as much as I love using Mozilla, I just don't have the money to replace my laptop if something were to happen to it over this. Mozilla will have to stay off of it until I can find a tech friend or someone local who is willing to look it over at no cost.
jscher2000
  • Top 10 Contributor
8783 Lösungen 71829 Antworten
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For future reference:

  • Normally you can "kill" Firefox in the Windows 7 Task Manager without having to shut down your entire computer. Ctrl+Shift+Esc launches the Task Manager (or you can choose it from the Ctrl+Alt+Del screen), then try the Application tab to End Task and if that does not work, try the Processes tab to End Process on firefox.exe.
For future reference: * Full article on Safe Mode: [[Troubleshoot Firefox issues using Safe Mode]] * Download page for current installer (scroll down to your preferred language): https://www.mozilla.org/firefox/all/ * Normally you can "kill" Firefox in the Windows 7 Task Manager without having to shut down your entire computer. Ctrl+Shift+Esc launches the Task Manager (or you can choose it from the Ctrl+Alt+Del screen), then try the Application tab to End Task and if that does not work, try the Processes tab to End Process on firefox.exe.

Geändert am von jscher2000

Tyler Downer
  • Top 25 Contributor
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1538 Lösungen 10731 Antworten
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Hilfreiche Antwort

You seem to have an idea that a virus will break your laptop, which isn't true. Viruses do not cause physical damage to a computer, anything they do is software related, all of which can be undone.

I think that you may be leaving your Firefox profile intact when you uninstall Firefox, is that true? Are you checking the box "Delete user data" when you uninstall Firefox?

Don't just give up, this is something we can resolve if you will just work with us :) and i promise, your computer will not be damaged and you won't have to buy a new one. I've spent 6 years removing viruses and never had one so bad a computer had to be replaced

You seem to have an idea that a virus will break your laptop, which isn't true. Viruses do not cause physical damage to a computer, anything they do is software related, all of which can be undone. I think that you may be leaving your Firefox profile intact when you uninstall Firefox, is that true? Are you checking the box "Delete user data" when you uninstall Firefox? Don't just give up, this is something we can resolve if you will just work with us :) and i promise, your computer will not be damaged and you won't have to buy a new one. I've spent 6 years removing viruses and never had one so bad a computer had to be replaced

Fragesteller

What you don't seem to understand is that I can't unclick anything on my Mozilla Firefox before removing it, the program is frozen, I can't even close it without a forced shutdown of my entire computer, upon restarting I then do an uninstall from my control panel and run my spywares, when I again download a fresh Mozilla and restart it, it's the same cycle all over again. I have no way to screenshot, click or do any function on my computer except ctrl +alt+del.

What you don't seem to understand is that I can't unclick anything on my Mozilla Firefox before removing it, the program is frozen, I can't even close it without a forced shutdown of my entire computer, upon restarting I then do an uninstall from my control panel and run my spywares, when I again download a fresh Mozilla and restart it, it's the same cycle all over again. I have no way to screenshot, click or do any function on my computer except ctrl +alt+del.