REMOVAL
The following instructions pertain to all current and recent Symantec antivirus products, including the Symantec AntiVirus and Norton AntiVirus product lines.
Important: On computers running Norton AntiVirus 2005 or later, the QuickScan tool will automatically search for and remove malicious threats when new virus definitions are downloaded. While every effort has been made to ensure that the QuickScan tool removes all the traces of a malicious threat from an infected computer, we advise that you confirm that all the files and registry entries have been removed. We recommend following the manual removal steps and deleting any threat-related files or registry entries remaining on the computer.
- Disable System Restore (Windows Me/XP).
- Update the virus definitions.
- Run a full system scan and delete all the files detected as Backdoor.Nemog.D.
- Delete the value that was added to the registry.
- To delete the added lines from the Windows Hosts file.
For specific details on each of these steps, read the following instructions.
1. To disable System Restore (Windows Me/XP)
If you are running Windows Me or Windows XP, we recommend that you temporarily turn off System Restore. Windows Me/XP uses this feature, which is enabled by default, to restore the files on your computer in case they become damaged. If a virus, worm, or Trojan infects a computer, System Restore may back up the virus, worm, or Trojan on the computer.
Windows prevents outside programs, including antivirus programs, from modifying System Restore. Therefore, antivirus programs or tools cannot remove threats in the System Restore folder. As a result, System Restore has the potential of restoring an infected file on your computer, even after you have cleaned the infected files from all the other locations.
Also, a virus scan may detect a threat in the System Restore folder even though you have removed the threat.
For instructions on how to turn off System Restore, read your Windows documentation, or one of the following articles:
Note: When you are completely finished with the removal procedure and are satisfied that the threat has been removed, re-enable System Restore by following the instructions in the aforementioned documents.
For additional information, and an alternative to disabling Windows Me System Restore, see the Microsoft Knowledge Base article, "
Antivirus Tools Cannot Clean Infected Files in the _Restore Folder,"
Article ID: Q263455.
2. To update the virus definitions
Symantec Security Response fully tests all the virus definitions for quality assurance before they are posted to our servers. There are two ways to obtain the most recent virus definitions:
- Running LiveUpdate, which is the easiest way to obtain virus definitions: These virus definitions are posted to the LiveUpdate servers once each week (usually on Wednesdays), unless there is a major virus outbreak. To determine whether definitions for this threat are available by LiveUpdate, refer to the Virus Definitions (LiveUpdate).
- Downloading the definitions using the Intelligent Updater: The Intelligent Updater virus definitions are posted daily. You should download the definitions from the Symantec Security Response Web site and manually install them. To determine whether definitions for this threat are available by the Intelligent Updater, refer to the Virus Definitions (Intelligent Updater).
The Intelligent Updater virus definitions are available: Read "How to update virus definition files using the Intelligent Updater" for detailed instructions.
3. To scan for and delete the infected files
- Start your Symantec antivirus program and make sure that it is configured to scan all the files.
- Run a full system scan.
- If any files are detected as infected with Backdoor.Nemog.D, click Delete.
Note: If your Symantec antivirus product reports that it cannot delete an infected file, Windows may be using the file. To fix this, run the scan in Safe mode. For instructions, read the document, "How to start the computer in Safe Mode." Once you have restarted in Safe mode, run the scan again.
(After the files are deleted, you can leave the computer in Safe mode and proceed with section 4. When that is done, restart the computer in Normal mode.)
4. To delete the value from the registry
Important: Symantec strongly recommends that you back up the registry before making any changes to it. Incorrect changes to the registry can result in permanent data loss or corrupted files. Modify the specified keys only. Read the document, "
How to make a backup of the Windows registry," for instructions.
- Click Start > Run.
- Type regedit
Then click OK.
- Navigate to the key:
HKEY_LOCAL_MACHINESOFTWAREMicrosoftInternet Explorer
- In the right pane, delete the values:
"mutexname" = "mSRMHED"
"vers" = "0x10050"
- Navigate to and delete the following keys:
HKEY_LOCAL_MACHINESYSTEMCurrentControlSetServicesdx32cxel
HKEY_LOCAL_MACHINESYSTEMCurrentControlSetEnumRootLEGACY_DX32CXEL
- Exit the Registry Editor.
5. To delete the added lines from the Windows Hosts file
Note: The location of the Hosts file may vary and some computers may not have this file. For example, if the file exists in Windows 98, it will usually be in C:Windows; and it is located in the C:WINNTsystem32driversetc folder in Windows 2000. There may also be multiple copies of this file in different locations.
Follow the instructions for your operating system:
- Windows 95/98/Me/NT/2000
- Click Start, point to Find or Search, and then click Files or Folders.
- Make sure that "Look in" is set to (C:) and that "Include subfolders" is checked.
- In the "Named" or "Search for..." box, type:
hosts
- Click Find Now or Search Now.
- For each Hosts file that you find, right-click the file, and then click Open With.
- Deselect the "Always use this program to open this program" check box.
- Scroll through the list of programs and double-click Notepad.
- When the file opens, delete the following entries in the Hosts file:
127.0.0.1 www.avp.com
127.0.0.1 www.viruslist.com
127.0.0.1 viruslist.com
127.0.0.1 www.symantec.com
127.0.0.1 networkassociates.com
127.0.0.1 secure.nai.com
127.0.0.1 downloads1.kaspersky-labs.com
127.0.0.1 downloads2.kaspersky-labs.com
127.0.0.1 downloads3.kaspersky-labs.com
127.0.0.1 downloads4.kaspersky-labs.com
127.0.0.1 downloads-us1.kaspersky-labs.com
127.0.0.1 downloads-eu1.kaspersky-labs.com
127.0.0.1 kaspersky-labs.com
127.0.0.1 www.networkassociates.com
127.0.0.1 us.mcafee.com
127.0.0.1 f-secure.com
127.0.0.1 avp.com
127.0.0.1 www.sophos.com
127.0.0.1 sophos.com
127.0.0.1 www.ca.com
127.0.0.1 ca.com
127.0.0.1 securityresponse.symantec.com
127.0.0.1 symantec.com
127.0.0.1 mast.mcafee.com
127.0.0.1 my-etrust.com
127.0.0.1 www.kaspersky.com
127.0.0.1 www.f-secure.com
127.0.0.1 dispatch.mcafee.com
127.0.0.1 update.symantec.com
127.0.0.1 nai.com
127.0.0.1 www.nai.com
127.0.0.1 liveupdate.symantec.com
127.0.0.1 customer.symantec.com
127.0.0.1 rads.mcafee.com
127.0.0.1 trendmicro.com
127.0.0.1 liveupdate.symantecliveupdate.com
127.0.0.1 www.mcafee.com
127.0.0.1 mcafee.com
127.0.0.1 viruslist.com
127.0.0.1 www.my-etrust.com
127.0.0.1 download.mcafee.com
127.0.0.1 updates.symantec.com
127.0.0.1 kaspersky.com
127.0.0.1 www.trendmicro.com
- Close Notepad and save your changes when prompted.
- Windows XP
- Click Start > Search.
- Click All files and folders.
- In the "All or part of the file name" box, type:
hosts
- Verify that "Look in" is set to "Local Hard Drives" or to (C:).
- Click More advanced options.
- Check Search system folders.
- Check Search subfolders.
- Click Search.
- Click Find Now or Search Now.
- For each Hosts file that you find, right-click the file, and then click Open With.
- Deselect the Always use this program to open this program check box.
- Scroll through the list of programs and double-click Notepad.
- When the file opens, delete the following entries in the Hosts file:
127.0.0.1 www.avp.com
127.0.0.1 www.viruslist.com
127.0.0.1 viruslist.com
127.0.0.1 www.symantec.com
127.0.0.1 networkassociates.com
127.0.0.1 secure.nai.com
127.0.0.1 downloads1.kaspersky-labs.com
127.0.0.1 downloads2.kaspersky-labs.com
127.0.0.1 downloads3.kaspersky-labs.com
127.0.0.1 downloads4.kaspersky-labs.com
127.0.0.1 downloads-us1.kaspersky-labs.com
127.0.0.1 downloads-eu1.kaspersky-labs.com
127.0.0.1 kaspersky-labs.com
127.0.0.1 www.networkassociates.com
127.0.0.1 us.mcafee.com
127.0.0.1 f-secure.com
127.0.0.1 avp.com
127.0.0.1 www.sophos.com
127.0.0.1 sophos.com
127.0.0.1 www.ca.com
127.0.0.1 ca.com
127.0.0.1 securityresponse.symantec.com
127.0.0.1 symantec.com
127.0.0.1 mast.mcafee.com
127.0.0.1 my-etrust.com
127.0.0.1 www.kaspersky.com
127.0.0.1 www.f-secure.com
127.0.0.1 dispatch.mcafee.com
127.0.0.1 update.symantec.com
127.0.0.1 nai.com
127.0.0.1 www.nai.com
127.0.0.1 liveupdate.symantec.com
127.0.0.1 customer.symantec.com
127.0.0.1 rads.mcafee.com
127.0.0.1 trendmicro.com
127.0.0.1 liveupdate.symantecliveupdate.com
127.0.0.1 www.mcafee.com
127.0.0.1 mcafee.com
127.0.0.1 viruslist.com
127.0.0.1 www.my-etrust.com
127.0.0.1 download.mcafee.com
127.0.0.1 updates.symantec.com
127.0.0.1 kaspersky.com
127.0.0.1 www.trendmicro.com
- Close Notepad and save your changes when prompted.