What is DNSChanger and what do I need to do to resolve this?:


Time Warner Cable has received notification about industry-wide malicious online traffic, which we have identified as impacting a small fraction of our customers. If you received a notification from Time Warner Cable Security advising you that your system has been impacted by this industry-wide attack, your computer or another computer on your network may be infected by malicious software known as "DNSChanger."

DNSChanger redirects your internet traffic to alternative Web sites, most commonly redirecting advertisement traffic to sites controlled by the malicious operator. This means your Internet browser is pulling up different sites than the one originally intended by the Web site operator. DNSChanger does this by sending your computer's Domain Name System (DNS) traffic to servers under their control. Also, this malware allows infected computers to be controlled remotely (i.e., by another computer on the Internet known as a "command and control" server, or a C&C server).

Why must I take immediate action?

To prevent loss of service caused by the changes made to your Internet settings, Time Warner Cable and other ISPs put into place a temporary solution. This solution will be shut down on 2/28/2014. Please ensure action is taken before that date to avoid impact to your service.

Where can I get help to fix this?

This is a two-step fix. You need to make sure that the malware is removed and your computers are secure and then take appropriate steps to ensure that your Internet (DNS) settings are changed to "Obtain DNS Server Address Automatically".

Step 1: To clean the malware run or more of these cleaning tools on all computers or visit www.twcc.com/security/bothelp use our self-help wizard or find out about our professional virus removal services by McAfee.

Suggested Tools for Windows Operating Systems:

Microsoft MSRT: http://www.microsoft.com/security/pc-security/malware-removal.aspx

Norton Power Eraser: http://security.symantec.com/nbrt/npe.aspx?lcid=1033

McAfee Stinger: http://www.mcafee.com/us/downloads/free-tools/stinger.aspx

Suggested Tools for Apple Operating Systems:

Sophos AV: http://www.sophos.com/en-us/products/free-tools/sophos-antivirus-for-mac-home-edition.aspx

ClamX AV: http://www.clamxav.com/

Step 2: Once you are satisfied that no computers in the household are still infected, it is critical that you make sure that your computers are using the 'automatically' option to find DNS servers (Windows) or deleting any DNS servers listed (MacOS).

For Windows 7
On your computer:

  1. Click the Windows Start Button
  2. Double Click "Control Panel"
  3. Click the "Network and Internet" link
  4. Click the "Network and Sharing Center" link
  5. Click the "Change adapter settings" link on left

    Note: Your computer may have more than one network connection such as Wireless and Wired, both need to be updated.

  6. Right-click on the adapter type (wired or wireless)
  7. Left-click on "Properties"
  8. Double click on "Internet Protocol Version 4 (TCP/IPv4)
  9. Select "Obtain DNS Server Address Automatically"
  10. Click "OK" button
  11. Double left-click on "Internet Protocol Version 6 (TCP/IPv6)"
  12. Select "Obtain DNS Server Address Automatically"
  13. Click "OK" button
  14. Click "OK" button to close the Properties window
  15. Repeat the steps if you identified multiple network connections on your computer

 

For Windows Vista
On your computer:

  1. Click the Windows Start Button
  2. Double Click "Control Panel"
  3. Click the "Network and Internet" link
  4. Click the "Network and Sharing Center" link
  5. Click the "Manage network connections" link on left

    Note: Your computer may have more than one network connection such as Wireless and Wired, both need to be updated.

  6. Right-click on the adapter type (wired or wireless)
  7. Click on "Continue button"
  8. Double click on "Internet Protocol Version 4 (TCP/IPv4)
  9. Select "Obtain DNS Server Address Automatically"
  10. Click "OK" button
  11. Double left-click on "Internet Protocol Version 6 (TCP/IPv6)"
  12. Select "Obtain DNS Server Address Automatically"
  13. Click "OK" button
  14. Click "OK" button to close the Properties window
  15. Repeat the steps if you identified multiple network connections on your computer

 

For Windows XP
On your computer:

  1. Click the Windows Start Button
  2. Double click "Control Panel"
  3. Double click on "Network Connections"
  4. Right-click on "Local Area Connection"
  5. Left-click on "Properties"

    Note: Your computer may have more than one network connection such as Wireless and Wired, both need to be updated.

  6. Left-click on "Internet Protocol (TCP/IP)
  7. Left-click on the "Properties" button
  8. Select "Obtain DNS Server Address Automatically"
  9. Click "OK" button
  10. Click "OK" button to close the Properties window
  11. Repeat the steps if you identified multiple network connections on your computer

 

For Apple Devices
For instructions for Apple computers, use this link: http://www.fbi.gov/news/stories/2011/november/malware_110911/DNS-changer-malware.pdf.

For instructions on how to check iPhones, iPads, & iPod touches, use this link: http://techinch.com/blog/change-your-dns-settings-on-iphone-ipod-touch-and-ipad

Once you have run a cleaning tool and made these changes, it is recommended that you reset the DNS settings on your router to default settings per the vendor’s recommended configuration. Here is a selection of more commonly seen manufacturers:

If you have further questions about this, please call us at 1-855-222-7342

 

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