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David ChappleDavid Chapple 

Rootkit hidden service: SVC: swcustcfg > ???

I understand this is a long running issue but it has now got to the stage whereby it's critically impacting use of my laptop.  I have downloaded the AVG Clean-up and Remover as advised and re-installed my paid for product including PC tune-up.  Every time I try to close the "finish cleanup" information box related to this frustrating hidden rootkit my laptop closes and goes into a boot-time scan, only to re-appear and go through the same process all over again........I can no longer use my laptop literally.

I'm very disappointed / furious because I'm paying for AVG products that are doing the exact opposite of what I'm paying them to do i.e. optimise and protect my computer use.  

Surely there has to be a simple bloody solution to this issue?  Please help someone
Balasubramanian SBalasubramanian S (Avast) 
Hello David,

I understand this must be upsetting.
I have forwarded the case to the senior team for getting suggestions.
Keep checking this post to know about the status.
Your patience is much appreciated.
David ChappleDavid Chapple
Thank you Balasubramanian.  Appreciate the quick response.  Any idea how long this might take?  I use my laptop to work from home and I'm at a stage now where I'm unable to use it at all because of this issue.
Regards, Dave
Lester TrotterLester Trotter
Hi David. I am still have been unable to have this problem resolved. AVG have taken remote control of my laptop on three separate occasions, and my telco (Telstra) are also unable to resolve the issue. I have resorted to just press ignore, and skip when ever a scan identifies the threat. I also purchased additional programs (Total Uninstaller, and PC Scan and Repair) wast of time, and money both failed to remove the root kit. Total Uninstaller did identify it as a Sierra problem but cannot  totaly remove it. I am no tech guru, I only drive it. like you i purchased AVG to do a job, and until now it has always performed well. But i think when my existing contract expires i will "change ship".

Best of luck if you get it solved let me know. Regards. Lester
AvinashAvinash (Avast) 
Hello, David.

This detection relates to "ZeroCD Sierra Wireless" which usually has empty or 0 values in registry keys. I would request you to uninstall it if it's not used by you or repair it's installation.
David ChappleDavid Chapple
Hello Avinash, thank you but please might I suggest you investigate further because I don't have "ZeroCD Sierra Wireless" installed on my laptop and I've never had it on my laptop.  

I didn't even have a rootkit issue at all until I upgraded from the free version of AVG to the paid version.  My concern now is that if you are unable to resolve this long running and seemingly common issue, how on earth can I have confidence in your products (that I've purchased from you) protecting my laptop and online activity from other more serious issues.
David ChappleDavid Chapple
Hi Lester, thanks for sharing your experiences mate.  My problem is that if ignore and skip the detection message, my laptop immediately shuts down and goes into a boot sector scan.  To prevent this I have to leave the message open which is of course annoying and very distracting. I also wonder if other AV providers could offer a solution.  My business partner uses an identically configured laptop to me except running Kaspersky AV, and he doesn't have this rootkit message popping up all the time.
If I get a resolution I will advise you.
Bhuvaneswari VairavanBhuvaneswari Vairavan (Avast)
David, I understand your concern. 
To analyze the issue further, I need to submit your concern to our senior technicians along with other diagnostic logs. I have sent you an email with steps on how to collect and upload the data required for analyzing your issue. Please check your inbox and spam/junk folder as well.
David ChappleDavid Chapple
Hi Bhuvaneswari,
Carried out the actions as instructed.  I look forward to an early response and resolution to the issue.
Thanks
Dave
AvinashAvinash (Avast) 
Thank you, David.

Would you also provide a screenshot ( http://avgclick.me/getscreenshot ) of the message about the rootkit infection to proceed further? Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions. 
David ChappleDavid Chapple
User-added image
AvinashAvinash (Avast) 
Thank you for providing the screenshot, David.

I have forwarded your issue to our higher level technical team. They will analyze the logs and get back to you with a resolute solution.
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