User account infected

[twobits]

Hi,

On my laptop, installed with Windows 7 and Norton 360, there is an infection on my sons user account. He cannot use the internet or open any files. He just gets continuous alerts of various files infected and requests he downloads a fix. I have tried running a scan with Norton 360 on both my administrator account and his account but no virus's or infections are being picked up. I have run the live update through my administrator account and ensure that the latest Windows updates are installed but the infection still is there. Why will Norton not be picking up the infection?

Any assistance gratefully appreciated.

Thanks.

 

[Jacee]

See if you can download Malwarebytes' Anti-malware and run it in safe mode on his user account.

Download Malwarebytes' Anti-Malware to your desktop
|MG| Malwarebytes Anti-Malware 1.46 Download
* Double-click mbam-setup.exe and follow the prompts to install the program.
* At the end, be sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.
* If an update is found, it will download and install the latest version.
* Once the program has loaded, select Perform full scan, then click Scan.
* When the scan is complete, click OK, then Show Results to view the results.
* Be sure that everything is checked, and click Remove Selected.
* When completed, a log will open in Notepad. Please save it to a convenient location. Copy and Paste that log into your next reply.

 

[Krispy1]

try malware bytes like mentioned, if it doesnt open or install ull need to run something called rkill first to end the process that the virus is running. if that doesnt work u can use something called combofix which is an advanced program if u use it open another thread for people to help u how to use it. also u should ditch norton and get a better anti virus i recommend avast