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Old 04-28-2010, 07:57 PM   #16
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Quote:
Originally Posted by smokinu View Post
internet explorer is your whole problem...

my fire fox has not had one issue this whole time while others are experiencing pop ups and what not.
No problems with Opera either.
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Old 04-28-2010, 07:58 PM   #17
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i go to my mac and i dont have this prob but the pc does
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Old 04-28-2010, 08:27 PM   #18
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I have the same problem also and really piss me off. I contact Webroot Antivirus and Antispyware (my support company) and they give my a few things that I or you can do. Doean't matter if you dont have Webroot you can do it with own Antivyrus company. Beside the information below you can set up the cookies to the highes level or just eliminate them, the down side is you have enter your ID and password all the time, It works for me hope works for you. Let take the d@amn monkeys out of your screen. Read over and used what you thing will work for you, hope this help.


UPDATE THE SOFTWARE AND RUN CONSECUTIVE SWEEPS

First, you should attempt to remove the threat yourself by updating the Webroot software and running consecutive sweeps. If you cannot install the latest Webroot software because of the infection, see "Webroot Support Options" following these steps.


Open the main interface of the Webroot Security software and click the “Check for Updates” link. (Make sure you are connected to the Internet.) The Webroot Web site opens and displays the latest available version of the software.
If a newer version is available, download and install it now.
Once any updates are complete, and before you restart your computer, physically disconnect the computer from the Internet. You can do this by disconnecting the Ethernet cable, phone cord, or unplugging your modem. If you are using a wireless connection, disable the connection in Windows.
When it is disconnected from the Internet, restart your computer.
Open the main interface of the Webroot software and run two consecutive sweeps by clicking the "Sweep" button on the Home panel.
Once that sweep is complete, run it one more time.
The first sweep may find several items. Any additional remnants should get completely removed on the second sweep.

If, for any reason, you are not able to sweep in Normal mode you can try to sweep using Windows Safe Mode. To access Safe Mode restart your computer and press the F8 key as the computer boots up but before Windows starts to launch. You should receive the Windows Advanced Options menu. On this screen you can choose the Safe Mode with Networking option.




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WEBROOT SUPPORT OPTIONS

If traces of an infection continue to appear even after consecutive sweeps or if you cannot install the latest version of the Webroot Security software, Webroot's Advanced Malware Removal team can work with you to identify any threats on your computer and help you remove them. We provide two support options to our customers:



OPTION 1: Email-guided service (free of charge).
For no charge, a technician from Webroot’s Advanced Malware Removal team will work with you to locate and remove potential infections on your computer. Be aware that correspondence over email may require multiple messages between you and the technician, which may span several days (and potentially weeks), depending on the type of issue you are reporting. Email responses to your inquiries will typically be answered within 24-72 hours. This correspondence is required for us to collect enough information regarding the symptoms and to locate malware hiding places, then work with you to find the right combination of tools so that you can manually remove the malware. In addition, be aware that removing a threat yourself is a complex process. If you choose this option, you must be comfortable collecting all the required system logs, as described in the step "Collect System Logs and Report Symptoms" outlined below, as well as be comfortable running advanced malware removal tools in Windows Safe Mode or potentially from a Linux boot CD environment.




OPTION 2: “Remote” Advanced Malware Removal Service ($129.95).
For a fee of $129.95, a trained professional from Webroot’s “Remote” Advanced Malware Removal team will connect directly to your computer to locate and remove the new infection; if the infection cannot be removed for any reason, a full money back guarantee is offered for this service. When you purchase this option, we will contact you by phone, configure a remote connection, and do the work needed to diagnose and manually disinfect your system. Our engineers take multiple precautions throughout the process to protect your system and data. With this service, we guarantee your computer is cleaned of all malware at completion. To schedule a Webroot “Remote” Advanced Malware Removal Engineer to work on your computer, call:
1-866-914-5851.

Which option should you choose?

Use Option 1 if you are a highly technical person who is comfortable diagnosing problems on your computer and running a variety of diagnostic tools. If you select Option 1, you will need to collect and return all system logs and report symptoms (described in "Collect System Logs and Report Symptoms" below) before Webroot can provide you with the next steps needed to resolve the issue you are reporting. Option 2 can only be performed on systems connected to a high-speed Internet connection (such as a Cable Modem, DSL, or Fiber connection). If your only means of connecting to the Internet is over an AirCard, Satellite, or Dial-Up networking connection, please select Option 1.
Use Option 2 if you are not as comfortable with computers and want a trained technician to resolve the issue for you. If you select Option 2, you do not need to collect system logs or report symptoms, all that will be handled for you by Webroot.




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COLLECT SYSTEM LOGS AND REPORT SYMPTOMS

If you are using our email-guided service (Option 1 above), follow the steps below to provide Webroot with the additional information needed to diagnose the issue and make recommendations for the appropriate tools to remove the infection.


Before troubleshooting can begin, we will need you to gather a full set of system logs, directory listings, registry keys, session logs, boot logs, network configuration and settings. If you are unable to run the “wlogs” Webroot log gathering utility mentioned below, please describe in detail what occurred when the tool was run and what occurred that prevented you from providing the logs to Webroot for analysis. Be aware that if this “wlogs” tool cannot be run on your system, we will need to send you instructions for burning a CD/DVD and booting from a much more complex Linux-based log gathering tool; data gathered from that tool must be returned to Webroot before we can begin helping you with the removal process.




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Step 1: Enabling Windows boot logging


- Windows XP users:

Click on the Windows Start button.
Click Run, and type "MSCONFIG" (without quotes) and click OK. The System Configuration Utility launches.
Select the “BOOT.INI” tab and make sure there is a check mark in the box labeled “/bootlog” and click OK (do not select any other fields besides “/bootlog”).
Restart the computer.
A System Configuration Utility message box appears. Select the box that reads "Do not show this message..." and click OK.


- Windows Vista or Windows 7 users:

Click on the Windows Start button.
Type "MSCONFIG" (without quotes) in the Start Search field in Vista or the Search programs and files field in Windows 7, and then press the Enter key. The System Configuration Utility launches.
Select the “Boot” tab and make sure there is a check mark in the box labeled “Boot log” and click OK (do not select any other fields besides “Boot log”).
Restart the computer.
A System Configuration Utility message box appears. Select the box that reads "Do not show this message..." and click OK



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Step 2: Collecting GMER Logs


In order to identify or rule out the potential of a hidden rootkit or master boot record infections on your computer, you will need to run a rootkit-revealing utility called “GMER” and send the resulting log files back to Webroot for further analysis.


Download GMER from the following Web site:
http://www.gmer.net/files.php

Click on the button labeled “Download EXE”. This downloads a randomly named executable file that is used to identify hidden rootkit and master boot record infections that may be residing on your system.

Save this randomly named GMER executable file to your Desktop and double-click the file name to run it.
The tool takes just a few moments to generate a list of items found. By default the GMER utility performs a very quick analysis of your system and displays the results in the main window, which is all that is needed for this first step. If a rootkit is found on your machine, you will be asked if you would like to perform a FULL scan of your system. Please select NO. Any rootkits that are found will be colored red in the list of items.

After items are displayed in the main window, click the “Save…” button in the bottom right corner. In the Save dialogue box, select Desktop, then enter the word “GMER-autoscan-100427-001264” in the File Name box, then click the Save button.
A log file should now be visible on your desktop with the following format:
”GMER-autoscan-100427-001264.log.”

Click on the “Scan” button, and allow the scan to run for no more than 60 seconds.
After 60 seconds have elapsed, click to “Stop” button and select OK on the message that the scan has been stopped.
Click the “Save…” button in the bottom right corner. In the Save dialog box, select Desktop, then enter the word “GMER-60sec-scan-100427-001264” in the File Name box, then click the Save button.
A log file should now be visible on your desktop with the following format:
“GMER-60sec-scan-100427-001264.”

Reboot your computer before proceeding further.



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Step 3: Run the Webroot log gathering utility – “wlogs”


Please run the "wlogs" utility outlined below in order to collect a full set of system logs, directory listings, registry keys, session logs, boot logs, network configuration and settings that will help Webroot determine if the system is potentially infected.


Click the following link, then download and save the “wlogs” executable file to your Desktop:
http://download.webroot.com/wlogs.exe

Double-click on the “wlogs” executable file (with the purple “W” icon) to launch it.
You will need to enter your Webroot Incident number. It is 100427-001264. Please enter this number and then click on the “Go!” button.
A progress bar displays as the logs gather; please be patient as this may take a few minutes.
Before you click the Close button in the dialog, look above the progress bar and look for a SUCCESS or FAILED message to upload the log file at the conclusion of running the wlogs tool.
Click the Close button. You are presented with an option to update your incident at Webroot’s Support Web site. Updating the incident online is not necessary if you are replying to this ticket by email.
Follow “Step 4a” when replying through the Webroot Support Web site (preferred method for attaching large log files), or follow “Step 4b” below if you are replying by email (works well when no logs or very small text logs are attached).
At this point a log file should now be visible on your Desktop with the following format:
"wlogs_100427-001264_Date_Time.zip"




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Step 4a: Returning all required information via Webroot’s Support Web site

(*Preferred method when attaching logs to the incident)


To reply via ticket-based communication, select the “Yes” button presented by the wlogs utility when requested if you would like to update your incident now. If you accidently skipped this step or need to return to the Webroot Web site to update your incident, please follow this link:
http://support.webroot.com/cgi-bin/w...acct_login.php


Under the Returning Users section, log in with your "elvinocasio@hotmail.com" username. If you do not know your password or if the password you enter is returning invalid, reset your password at:
http://support.webroot.com/cgi-bin/w...assistance.php
Once you have logged into Webroot’s Support site and have navigated to the “My Stuff” tab, click on the word “Questions” . The next page displays a list of the questions and incidents you have submitted.
Click on the question/incident you want to update. The history of your question/incident including any responses is shown.
Click on the “Update Question” button located at the bottom.
Fill out the “Results and/or Additional Information” section with the following information. We need a full description of the symptoms you are reporting so we can fully diagnose your issue. Copy and paste the contents below and answer each question in a separate line:


--------------------------------------------------------------------------------

- Question: When did the symptoms begin, and do you recall what event might have triggered the symptoms?
- Answer:

- Question: Are you receiving pop-ups? What exactly do the pop-ups say? When does the pop-up open, and through your actions can you make the pop-up go away?
- Answer:

- Question: Do you see suspicious activity? What exactly are you seeing? What program(s) are you using at the time when this occurs?
- Answer:

- Question: Has your Windows Desktop background been changed, and if so what text is being displayed?
- Answer:

- Question: Have you noticed a suspicious program? What is the program’s name, and if you launched it what did it do or what does it display?
- Answer:

- Question: Are your Web searches or clicked links being redirected to sites you are not expecting to be at?
- Answer:

- Question: Where are the visible symptoms of the infection coming from? The Task Bar, System Tray, Desktop? What do they say?
- Answer:

- Question: Can you trigger the symptoms, and if so how? Or must you wait for it to show itself?
- Answer:

- Question: Please provide the name of any repeated detection that is being identified by the Webroot software on every sweep, or the name being provided to you by other legitimate security software which is also installed on your system, and is identifying but not removing the infection.
- Answer:

- Question: If you boot the computer into Windows Safe Mode with Networking (accomplished by pressing the F8 key as the computer boots up but before Windows starts to launch, and selecting the Safe Mode with Networking option), do the symptoms remain?
- Answer:

- Question: Did the "wlogs" log file you collected in Step 3 (#4) successfully upload to Webroot’s secure server?
- Answer:




--------------------------------------------------------------------------------


Use the “Browse” button and the “Attach Additional Documents to Question” to select and upload the Webroot wlogs and GMER log files you collected. The log files should be located on your Desktop and should have the following format:
“wlogs_100427-001264_Date_Time.zip”

“GMER-autoscan-100427-001264.log”

“GMER-60sec-scan-100427-001264.log”

Once the log files are attached, click the “Submit Update to Question” button.
This sends all the information you provided to Webroot for analysis.



--------------------------------------------------------------------------------


Step 4b: Returning all required logs and symptoms to Webroot by email

(*Only recommended if returning no logs or very small text file attachments, and please skip if already replied back via Step 4a above)


If replying and attaching all logs by email to this incident, you may respond “No” to the wlogs dialog box asking whether you would like to update your incident online. Then follow the instructions below.


Attach the “wlogs” and “GMER” log files collected to your email reply. The log files should be located on your Desktop and should have the following format:
“wlogs_100427-001264_Date_Time.zip”

“GMER-autoscan-100427-001264.log”

“GMER-60sec-scan-100427-001264.log”

Depending on your email providers’ file size limitations, the wlogs zipped log file may be too large to attach to your reply email back to Webroot; if that is the case you will be required to update this incident online at Webroot’s Support site and follow the procedure outlined in Step 4b.

We need a full description of the symptoms you are reporting so we can fully diagnose your issue. Copy and paste the contents below into your email and answer each question in a separate line:



The Webroot Technical Support Team
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