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Jeff McILwain repeated Trojan horse Backdoor.Generic_c.AJZF logged
20th December 2015. despite concurrent scans Trojan horse Backdoor.Generic_c.AJZF keeps coming up at C:\Windows\Help\OEM\scripts\launchHPSU.jse. This has occurred over the past week every time I scan (full and deep) and even if one scan follows another immediately. Is this a false positive, or a Windows 10 glitch? I disabled AVG and cjecked with a download Avast and used Malwarebytes - neither of which detected this.
So is there an AVG problem, a Windows 10 problem or a trojan horse? The other user who is quite non-tech is alarmed.
For what it is worth I really am not competent at sending logs etc - purely a "point and shoot" computer user.
OS - windows 10 32
AVG - 2 year paid licence
So is there an AVG problem, a Windows 10 problem or a trojan horse? The other user who is quite non-tech is alarmed.
For what it is worth I really am not competent at sending logs etc - purely a "point and shoot" computer user.
OS - windows 10 32
AVG - 2 year paid licence
It is a know issue and it is a false alarm our developers are working on the fix, please update your AVG program and check whether the issue persists.
Thank you.
1. repeated full AVG scans one after another immediately following - detection
2. I suspended AVG and downloaded AVAST free and scanned - no detection
3. I suspended AVG and scanned with malwarebytes - no detection
4. I un-suspended AVG
5. This seemed to occur after a Windows 10 update
This suggests with two differentnegative non-AVG scans that there are only three options:
a) there is a trojan horse that AVG cannot eliminate, or
b) there is no trojan horse and this is an errant code within a Windows 10 update (it did not occur until the update)
c) there is a trojan horse which came via Windows 10 update
Kishore (AVG Technologies) has confirmed that this is a known false alarm issue. Have you updated your AVG program and checked whether the issue persists?.
AVG Guru
I can re-scan soon, but Christmas being Christmas etc etc etc.
The issue of false positives is something maybe we don't expect (but which I know about in my own work field)
as above as well - I did suspend AVG and run AVAST and malwarebytes which detected nothing
cheers
Jeff
happy yuletide everyone
If you are getting a threat detected popup from AVG whenever you open the browser to access internet and the message should contain this "The Trojan horse Exploit.SWF_c.APS" then this is confirmed as the false positive.
I think in your case, the issue should be different, you get this threat detected "Trojan horse Backdoor.Generic_c.AJZF" only when you scan your PC with AVG, am I right?
If you are getting this repeatedly then it is a false positive and we are already aware of this and our developers team confirmed that it is the false positive.
They are working on this and on the next update they will fix this bug.
Your patience is much appreciated.
However, nothing in virus vault - go figure!!!!!!!!!!!!!!!!!!!!!!!!!
Now if someone could also just stop windows 10 apps from crashing every 2 weeks and then having to run a powershell scan and so stopping me moving to Linux - (Ubuntu or Linux Mint) ........................................................
Jeff
- updated as usual
- fully scanned - scheduled weekly and manual full scan
- threat still present: threat - healed
- nothing in virus vault
so no change and no improvementIn that case please run the AVG remover tool : http://aa-download.avg.com/filedir/util/AVG_Remover.exe to completely uninstall your previous installation of AVG program from your PC. Once uninstalled please follow the instructions on the article http://avgread.me/1DXPL5z to reinstall your AVG program.
Thank you.
- same results as above - detected, same position, nothing virus vault
So, nothing has changed except a waste of my time of > 1 hour, the problem remains unresolved. So I am minded to the baseball rules of 3 strikes and you're out. I have paid and used about 1 year of an AVG two year licence and regard the duty of care broken in that more than 3 weeks have passed with no recommendation other than the above which failed. So that's one strike. With no further resolution I regard AVG having failed in their contractual obligations and inability to resolve their service. Consequently if this persists as a problem I am left with no alternative but to request a one year of the two refund and "move my business" elsewhere to a more reliable company. Which is something I wold regret as I have been with AVG very happily for a considerable number of years on a paid for licence. I regard the commentary above as proof for evidence of contractual failure that prhibits me from any further recommendation of AVG.kind regards
In your previous replies you have mentioned that you are getting some threat detected popup from AVG, If you could provide us with the screenshot of the popup it will be easy for us confirm the issue and help you on resolving it.
To take a screenshot please follow the instructions mentioned in this link: http://support.avg.com/SupportArticleView?urlname=How-to-create-a-screenshot and attach the image to this thread and do let us know.
note it is exactly as i said originally and thereafter
In this case, I have sent you an email to get our additional support in fixing this issue.
Please check for the email on spam or junk folders if it is not present in the inbox.
Could you please send me the email you sent Jeff so I too can get your additional support in fixing this issue as I still have exactly the same issue as Jeff. Thank you.
I have sent you the email instructions to get our additional support.
Please check for the email on spam or junk folders if it is not present in the inbox.
Thank you for the email regarding remote assistance however, I prefer to follow instructions so please send me an email telling me how I can resolve this issue.
Has it been established whether this is a virus or a false alarm? At present, I am unable to use my PC. I have removed all my documents and restored it to factory settings for about the 5th time. Can you explain why this is happening?
1. Restore to factory settings
2. Install AVG from file copied from AVG website using pen drive
3. Scan PC - no virus
4. Restart PC so AVG firewall is in operation
5. Connect to internet using Ethernet to update AVG
6. Scan PC
7. Trojan c.AJZF found
I renewed my subscription for twelve months in September and am not pleased with AVG's service. I have not been able to use my PC for a fortnight and will need it for work in a week's time.
The assistant scanned fully my machine remotely - no virus found, so false positive.
Will have to wait AVG update for bug fix.
What is rather annoying is how long this has taken to resolve. Whilst the AVG team may find comfort in knowing that this is a false positive, nevertheless the end users, who puchase a licence for specific protection - for comfort, cannot feel so assured.
i reiterate my "3 strikes and your out" rule that is this bug is not resolved then I am left with no choice but to remove AVG and go to another provider of which there are several of equal quality. This would be a shame as AVG have provided a good service until now. But, it is for AVG to realise that it is the customer, not the technicians who are landed with a problem that they cannot resolve and rely upon the service that is paid for.
I would expect an escalated response from AVG to resolve this issue, or forfeit loyal customers. The maater now rests with AVG - but a clock is ticking as to reliability and reputation.
Thank you for getting our remote support as per our instructions.
We once again apologize for this inconvenience caused.
We assure you that this bug issue won't happen in the future.
Please feel free to contact us should you need any assistance.
We understand that you aren't interested to get our remote support.
Jeff, got our remote assistance and our remote expert have confirmed that it is the bug and it will get fixed on the next update.
We request you to update your AVG program regularly and check for the issue.
If the issue persists, please do report it to us.
Thank you.
Have had 3 online chats with AVG tec guys 2 by remote of my PC. By the 28 Dec. had still not solved the problem but said the next update would fix it...it did not!! My AVG Tuneup was also not working
from same time that also is still not working & my Pc was left with lots of changes to files. Still have not
got back to me!! Not best pleased
1 week to fix update bug or I may leave AVG
We sincerely apologize for the technical difficulties that you are currently facing! We wish to provide the best service to our customers and we assure you to do our best for you. We request you to submit the files for analysis in this link: http://samplesubmit.avg.com/false-detection . We really appreciate your efforts and patience. Thank you. Komal, AVG Customer care.
you will be the fourth person involved in this including a remote control scan - which I would expect to have sought the log anyone required - should it not? I am having to do all the leg work in this despite myself and others supplying you with the information as above. To be candid a) I don't know how to access the "log" given no information has been provided of how to do this - (we are not all techies and some of us have day jobs and perfer not to be computer slaves) and b) the remote control surely should have sought this out, or, used the experiences of others. Sorry, its not my job to spend all my time and effort chasing information for you to benefit by. There was a remote control and if that did not eluciadte the necessary files - why should I have to repeat it all without instructions? Sorry - the problem is yours as I can walk away and remove AVG - which is becoming an ever increasing likelihood. To reiterate 4 people from AVG so far have come up with nothing but apologies despite a remote control - not really any form of service is it? Sorry to be blunt.
Jeff
I know that it's disappointing! But, please understand that we need to analyze the files to help you better. This is the reason, I requested you to submit the sample for analysis. However as you wish, I can send you an email with steps to get in touch with our technical team. They will collect log files on behalf of you and submit sample for analysis. Thank you. Komal, AVG Customer care.
I am not tech savvy - hence you will have to send me very explicit instructions baby step by baby step to access and provide the logs.
As above unless resolution is imminent I am left with little choice but to seek an alterbative provider
regards
Jeff
To AVG - this has been a problem for me since the week before Christmas. My computer was left in its factory state a couple of days before Christmas after repeated factory restores to try and get rid of both Generic_.AKAB and Generic_.AJZF.
After going through the task of updating my computer, AVG and Windows AKAB was not logged but AJZF was so I restored computer AGAIN and left it. I need to be able to get my documents back onto my computer and use it. I am not prepared to let anyone remotely access my computer as I take my internet security seriously, hence I pay annually for internet security and scanning with and updating AVG on a daily basis. But AVG's response is very poor. Are you certain this is not a virus???
Their issue to fix - soon.
best wishes
Jeff
We understand how something like this can really try your patience.
Please be informed that Trojan horse BackDoor.Generic_c.AJZF have been fixed in the recent update. We request you to update your AVG and run whole system scan. Also we need samples for other detection if found, you can send those samples via the following link http://www.avg.com/submit-sample .
Your patience is much appreciated.
is it fixed then?
Yes, as Aravind explained earlier that this Trojan horse BackDoor.Generic_c.AJZF was fixed already and we recommended our customers to update AVG and run the scan.
If you get any other detection please do submit it via http://www.avg.com/submit-sample .
Best wishes
EW
Sorry to know that you have lost confidence with our AVG product and service.
We always do our best and work 24/7 to resolve our customers issue.
If we are informing that the issue got fixed then it means that after several test we are declaring that the issue is fixed.
So we request you to go ahead in continuing our AVG program.
In case if you get any issues, please do contact us immediately, we work round the clock.
Thank you.
I understand you perspective. For what its worth I concur and can empathise with your uncertainty. Personally I despise the fact that everyone is being universally forced down the online route of managing on'es life. I am old enough and comfortable enough to prefer good old pen and paper and a mail stamp and a telephone attached by a cable to the wall - I even listen to the wireless! But life is as life is. If people didn't hack or create malicious malware the world would be a better and safer place, but that is not the case and so we must trust what we can. To be fair, and I don't work for a technology service - I work in healthcare, antivirus software is a necessary evil, along with estate agents and politicians! :>).
All I can say is that the matter is now resolved to me despite the laggardely fix. But then again Microsoft only fix every month or so. As to antiviral software can I suggest that malwarebytes (free) is used as a secondary test for you - if you have doubts about one product. As to which product to change to - do firtle around a lot and search with the word 'review' afterwards - you get some interesting results as I alluded to in posts above. Interestingly on a Google search in the right pane shows the company origin, of qwhich many are of the old east European communist block or North American. Only one Western European company that I can ascertain.
As to online shopping - one has little choice in this. For non-Amazon purchases I deliberately use a wrong card number input, then correct it as I input the card details. For Amazon having had a card cloned twice after a purchase I go to account settings and immediately delete the card I have just used - I never store it there for future reference and so have to 'add a new card' every time I use Amazon. A pain it is, but no card shadow should be left to use again "for my convenience".
As to online banking - 1. I do not have a smart phone and never will until I have no choice as it is so easy for your phone to be surveyed outdoors in crowds so I never use smartphone telephone banking and never will. 2. I do have online banking in the UK with a derivative of HSBC - First Direct which is designed this way with their own layered security on top. If one really wanted to be even more secure by avoiding useing the TOR network approach, then it is ditch Windoze and use Linux. Personally I can't be bothered as yet with Linux as it is too much of "tinkering under the bonnet of a Morris Minor" approach.
So computers are so far down the angst route from when I started with a BBC2 and a daisy wheel printer I used for my thesis and no internet and have become essentially like life with acne - otherwise OK but an annoying appearance that doesn't go away. Trolls, hackers, goervment agency spies - you name it, its all out there and has to be kept in proportion to usage or access to what you want. Its like crossing a road as a pedestrian. That used to be safe and easy, but with so many vehicles on roads and some drivers the worse for intoxicating wear, we need ever more vigilance. Such is the modernity of too many people as too many slaves to technology and its bland two dimensional sterile lifestyle.
Sorry to rant on but this little episode in life makes me ever more cautious and of despair - but such it is and such it be.
take care
cheers
Jeff
Thank you for the brief explanation. We apologize if an AVG product did not meet your expectations. Our main goal is to keep our customers happy.
AVG carefully monitors the quality of our products and the service we provide, therefore all feedback http://avgclick.me/AVGfeedback from our customers is important to us. If you have a specific experience with AVG products that you would like to share with us, we would appreciate hearing about it.
Please feel free to contact us for any further assistance. Have a great day, Aravind AVG Customer Care.