Outerinfo Pop-ups

[brad541thb]

I have Spyware Doctor 5.0 on 3 of my computers. It has done well on 2 of them. My problem is on my daughters computer. We keep getting outerinfo pop-ups that Spyware Doctor can't remove. I was told to run the malware and they told me that the new updates will remove it. That has been over a month ago. No fix in sight it seems. The 3rd party software has even went in and disabled my system restore. I called Dell about this and they tried to help me by going to start at the bottom and clicking accessories and then going to system restore to try and enable it. No such luck. Dell said they could get rid of it for the $70 something charge by letting them take me to one of their spyware specialist. I told them I have Spyware Doctor and that it should eventually get rid of it. The Dell rep said you can try, but I doubt if Spyware Doctor will do you any good. Looks like so far she was right.

Please someone help me. These pop-ups are driving me batty.

Brad

[AChen]

Hi Brad,

Can you submit a malware log again, so that we have the latest log file. Which version of Spyware Doctor are you using?

Once you send the log file, can you PM me with the ticket number and I'll follow this up with our Malware Research Centre.

[brad541thb]

Anthony,

Thanks for the reply. I have the 5.0 version on all of our computers. I have ran the malware about 5 times or more. They have yet to stop this outerinfo popups. I get them every 2 minutes or so. Spyware Doctor updates have yet to eliminate this problem like I was told that they would. All I got from the staff at PC Tools is that they are aware of the problem, and that they are working on getting me an update that will solve this matter. I told them that I am from the Sho-Me state. Seeing is believing.

I hope you will take care of this matter once and for all. I have about givin up on Spyware Doctor.

I will run another one for you. I ran one 2 days ago though.

Brad

[brad541thb]

Anthony,

Send me your email address and I will send you one of outerinfo popups that I saved a copy of the picture.

[brad541thb]

Never mind. I'll just post it here.

http://img.photobucket.com/albums/v204/brad541thb/outer_info.jpg

[brad541thb]

Here's the email I got from PC tools afterwards.

Brad,

Your log file has been escalated to our Malware Research Center for in-depth analysis.

The problem that you are experiencing appears to be caused by a new variant of a known malware threat.

Our Malware Research Center is currently aware of this issue and they are working on resolving the problem shortly.

Please make sure to keep Smart Updating as the problem will be fixed very shortly with a newly created signature that will be downloaded via the Smart Update.

Kind Regards,

Jose Grayda
Technical Support Representative
PC Tools Customer Support Services
______________________________
PC Tools - www.pctools.com

[tom.tdw]

just an idea but if nothing turns up try searchnig program files for outerinfo and deleting(not perminently all files) that you find. also you could try running ie without addons. also try some online scans or the bootable spyware doctor aoss (download from labs)



+from you screen shot you appear to still have version 4

[tom.tdw]

i have found tips for removal here:

http://forums.maddoktor2.com/index.php?showtopic=8250
(ignore the stuff about posting logs, avg and superantispysare)

[brad541thb]

Tom,

Thanks a bunch.

I did all of it down to here from your post #8. http://www.ewido.net/en/download/

That link doesn't seem to be working.

So far, no pop ups yet.

You don't even work for PC Tools, and you have been far greater help than they have to me. You didn't even give me the run around to my question if you know what I mean. I thank you again.

Brad

[brad541thb]

Tom,

I have the 5.0 version now on the computer. You are correct that I did have the 4.0 version when I sent that advertisement to them.

For some reason on this computer I can't view the download that I listed above. On my computer it will come up. What's the problem you think. It must be something set different on this computer than the other one. I went to tools, then internet options, and then clicked adanced settings and made every selection just like on my computer. Still doesn't let me view the download.

Brad

[mjq424]

Hi
If you are still infected with outer-info popups, please see this detailed help on the Malware Removal Forum:
http://forum.malwareremoval.com/viewtopic.php?t=16259
(Please note this is VERY complicated and long-winded!)

[tom.tdw]

Tom,

I have the 5.0 version now on the computer. You are correct that I did have the 4.0 version when I sent that advertisement to them.

For some reason on this computer I can't view the download that I listed above. On my computer it will come up. What's the problem you think. It must be something set different on this computer than the other one. I went to tools, then internet options, and then clicked adanced settings and made every selection just like on my computer. Still doesn't let me view the download.

Brad
weired. sounds like something to do with cookies? try firefox

[AChen]

brad541thb, can you send me the ticket number of the Malware log you sent in so I can track this down and have this investigated further.

[brad541thb]

brad541thb, can you send me the ticket number of the Malware log you sent in so I can track this down and have this investigated further.

Well I was so mad at the PC Tools team giving me the run around for the last month that I deleted all my emails that had the ticket #'s on them. Believe me there was more than one ticket #. I used to be high on Spyware Doctor and PC Tools, but after this incident, I can't honestly say that anymore. I lost a lot of respect and trust in the Spyware Doctor protecting my computers alone as a spyware removal. So I have went and installed others. I doubt if I will buy anymore PC Tools products due to the way they handled all of this and how they kept misleading me and not answering my questions. All I got from them for an entire month was that we are working on it. I come here and Tom helps me in one day. Tom has done me more good than any of the PC Tools staff. I have yet to get another pop up. Thanks Tom.

I may be blunt, but the truth is the truth.

Brad Clodfelter

[brad541thb]

Well since you ask.

Here's one of them. This was sent to me on 4/04/07 about 3 days after I sent the malware report to them. I sent some more to them probably a couple of weeks before that. Like I said, no help at all was given to me. I even called PC Tools several times about this. Yes I was upset, but I was told they would get it fixed.

[#5544-2860-44] RE: Automatic Ticket

Brad,

Your log file has been escalated to our Malware Research Center for in-depth analysis.

The problem that you are experiencing appears to be caused by a new variant of a known malware threat.

Our Malware Research Center is currently aware of this issue and they are working on resolving the problem shortly.

Please make sure to keep Smart Updating as the problem will be fixed very shortly with a newly created signature that will be downloaded via the Smart Update.

Kind Regards,

Jose Grayda
Technical Support Representative
PC Tools Customer Support Services
______________________________
PC Tools - www.pctools.com

Now ask me what I think about your customer support.

Brad Clodfelter

[AChen]

Thanks for the ticket number Brad. The MRC team have analyzed your log files and were able to find the outer-info popups on your log file. A signature for this will be created and will be available via the Smart Updates within the next few days.

[tom.tdw]

at least they have the support forum

generally support forums are much more informative than email support

[brad541thb]

Tom,

You are correct. Had I not come here, I would still be getting the pop ups.

AChen,

Thanks for your help.

Brad