e-mailing virus scan to bank

ali-t

I had a call from my bank yesterday saying there had been fraudulent transactions on my account so my cards were stopped and then when I checked online there was an e-mail saying my verified by visa password had been changed - but it wasn't me that changed it.

I checked with the bank this morning and as a precaution they are freezing my internet banking until I e-mail them a copy of a clear virus scan.

How do I do this? I have been using the AVG free software but am open to other suggestions. Thanks

Browntoa

Please download Malwarebytes Anti-Malware and save it to your desktop.

• Make sure you are connected to the Internet.
• Double-click on mbam-setup.exe to install the application.
• When the installation begins, follow the prompts and do not make any changes to default settings.
• When installation has finished, make sure you leave both of these checked:
  • Update Malwarebytes' Anti-Malware
  • Launch Malwarebytes' Anti-Malware
• Then click Finish.
• MBAM will automatically start and you will be asked to update the program before performing a scan. If an update is found, the program will automatically update itself. Press the OK button to close that box and continue. If you encounter any problems while downloading the updates, manually download them from here and just double-click on mbam-rules.exe to install.
• On the Scanner tab:
  • Make sure the "Perform Full Scan" option is selected.
  • Then click on the Scan button.
• If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
• The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
• When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
• Click OK to close the message box and continue with the removal process.
• Back at the main Scanner screen, click on the Show Results button to see a list of any malware that was found.
• Make sure that everything is checked, and click Remove Selected.
• When removal is completed, a log report will open in Notepad.
• The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
• Copy and paste the contents of that report in your next reply and exit MBAM.

Note: If MBAM encounters a file that is difficult to remove, you may be asked to reboot your computer so it can proceed with the disinfection process. Regardless if prompted to restart the computer or not, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware. MBAM may make changes to your registry as part of its disinfection routine. If you're using other security programs that detect registry changes, they may alert you after scanning with MBAM. Please permit the program to allow the changes.

Browntoa

the above will tell us if you have a trojan infection , the log will tell us what other steps may be needed. I suspect AVG had been set not to carry out a daily scan of the PC

when we have finished we can tell you how to run a full AVG scan and send them the log file

KingL

Note that they are asking for a clean scan. Don't send them anything else.

Check your T&Cs regarding liabilities for fraudulent transactions in the event of malware being present.

ali-t

Malwarebytes' Anti-Malware 1.40
Database version: 2578
Windows 6.0.6000

08/08/2009 12:21:04
mbam-log-2009-08-08 (12-21-04).txt

Scan type: Full Scan (C:\|D:\|)
Objects scanned: 153106
Time elapsed: 1 hour(s), 40 minute(s), 22 second(s)

Memory Processes Infected: 0
Memory Modules Infected: 0
Registry Keys Infected: 0
Registry Values Infected: 0
Registry Data Items Infected: 0
Folders Infected: 0
Files Infected: 1

Memory Processes Infected:
(No malicious items detected)

Memory Modules Infected:
(No malicious items detected)

Registry Keys Infected:
(No malicious items detected)

Registry Values Infected:
(No malicious items detected)

Registry Data Items Infected:
(No malicious items detected)

Folders Infected:
(No malicious items detected)

ali-t

ok, I did the scan and posted the results above. Do I now have to re-run the scan and save the log of the clear one since I have removed the problem that showed up in it?

I am also looking for how to get a saveable version of the AVG scan log so I can send it through to the bank. All tips gratefully recieved.

Browntoa

cick on the AVG icon on the bottom right of your screen , then click on the computer scanner button on the left side of the AVG control centre , click on Scan Whole computer where it says change scan settings , then Start scan on the bottom right. When its finished ( and its clean) click on Computer scanner and then Scan History button bottom right , then select the log in the list by double clicking on it and click on the highlighted blue text that says "Export overview to file" , save it to a location you want , then attach it to an email to your bank

ali-t

Browntoa wrote: »

When its finished ( and its clean) ....

Thanks for that, I really appreciate your input. I have done that and although there are no viruses there were approx 100 warnings. Do these count as being not clean?

If I send them the scan naming all the warnings is there likely to be an issue or should I just send the mbam scan to them? sorry for the naiave questions but it's the first time I have ever had to do this and my knowledge is extremely patchy. Thanks