Phobos (.help) ransomware virus - removal and decryption options
Written by Tomas Meskauskas on (updated)
What kind of malware is Phobos (.help)?
Discovered by GrujaRS, Phobos (.help) is a part of the Phobos ransomware family. The cyber criminals who designed this malicious program use it to encrypt data and force victims to pay a ransom. Like most ransomware-type programs, Phobos (.help) renames each encrypted file.
In this case, it changes filenames by adding the ".help" extension plus the email address of Phobos (.help) developers, and a unique victim ID. For example, "1.jpg" might become "1.jpg.id[1E857D00-1016].[randal_inman@aol.com].help".
Additionally, this ransomware creates a ransom message in the "info.hta" (which displays a pop-up window) and "info.txt" files that contain information about how to decrypt files and contact cyber criminals.
Screenshot of files encrypted by Phobos (.help) (".help" extension):
Ransom note overview
The "info.txt" file contains a number of email addresses (randal_inman@aol.com and gherardobaxter@aol.com) and a Jabber Identifier (phobos_helper@xmpp.jp) that can be used to contact the cyber criminals who created Phobos (.help). More detailed information is provided in the pop-up window and info.hta file.
It sates that, before paying any ransom, victims can send five files that the developers will decrypt free of charge. To decrypt the remaining files, however, victims must purchase a decryption tool. Payment must be made using the Bitcoin cryptocurrency.
The cost of a decryption tool is unknown, however, it is likely that these cyber criminals will issue the cost after they are contacted via one of the email addresses (or Jabber). The pop-up window also contains information about how to obtain Bitcoins and install and set up a Jabber account.
It also states that none of the encrypted files should be renamed or other tools used to decrypt them. According to Phobos (.help) developers, this might increase the cost of a decryption or lead to permanent data loss.
More about ransomware
Most encryptions caused by ransomware are impossible to decrypt without contacting the cyber criminals who created the program (only ransomware developers hold the decryption tools). Note that no cyber criminals can be trusted. They send none of the promised decryption tools, even if their ransom demands are met.
The best way to recover files without contact these criminals is to restore them from a data backup.
Similarities with other ransomware
Ransomware-type programs are all very similar. Some other examples are Virus Hermes, Mogera, and Sysfrog. Typically, they encrypt data (files) and keep in this state unless a ransom is paid. The main differences are usually cost of a decryption tool/key and cryptography algorithm (symmetric or asymmetric) used to encrypt data.
In most cases, encryptions caused by ransomware cannot be decrypted without using the correct tools/keys. This is possible only if the ransomware is not fully developed (has bugs, flaws). To avoid data loss, maintain regular backups and store them on remote servers (such as Cloud) or unplugged storage devices.
How did ransomware infect my computer?
It is unknown exactly how cyber criminals proliferate Phobos (.help) ransomware. Most cyber criminals use spam email campaigns, trojans, fake software updaters, dubious software download sources and software 'cracking' tools. When they use spam campaigns, they send emails with attached malicious files.
The main point is to trick recipients into opening them or web links that lead to those files. Some examples of attachments that cyber criminals send are Microsoft Office documents, PDFs, archive files such as RAR, ZIP, executables (.exe and other files) JavaScript files and so on. Once opened (executed), these files infect computers with ransomware or other malware.
Trojans are malicious programs that proliferate other programs of type, including ransomware. If installed, they cause chain infections. Fake (unofficial) software updaters usually infect systems by downloading and installing malware rather than the updates or fixes. They can be used to exploit bugs and flaws of installed, outdated software.
Dubious download sources such as Peer-to-Peer networks, free file hosting websites, freeware download websites, unofficial pages and other sources of this kind can be used by cyber criminals to proliferate malware. They use this software or file download sources to present malicious files as legitimate.
If people download and open them, they install malicious software. Another way that malware is proliferated is through software 'cracking' tools. People use these tools hoping to bypass activation of licensed software, however, these tools often download and install malware rather than activating any software.
| Name | Phobos (.help) virus |
| Threat Type | Ransomware, Crypto Virus, Files locker |
| Encrypted Files Extension | .help (this ransomware also appends filenames with the victim's unique ID and developer's email address). |
| Ransom Demanding Message | HTML application (info.hta), info.txt text file. |
| Cyber Criminal Contact | gherardobaxter@aol.com, phobos_helper@xmpp.jp, randal_inman@aol.com, helprecover@foxmail.com, randiecoates@aol.com, lewisswaffield.a@aol.com, lachi lachi@aol.com, tidwell.thibaud@aol.com, bron_lynn@aol.com, irvinclarke@aol.com |
| Detection Names | Avast (Win32:Trojan-gen), BitDefender (Gen:Variant.Mikey.98422), ESET-NOD32 (a variant of Win32/Filecoder.Phobos.A), Kaspersky (Trojan-Ransom.Win32.Blocker.maun), Full List Of Detections (VirusTotal) |
| Symptoms | Cannot open files stored on your computer, previously functional files now have a different extension (for example, my.docx.locked). A ransom demand message is displayed on your desktop. Cyber criminals demand payment of a ransom (usually in bitcoins) to unlock your files. |
| Distribution methods | Infected email attachments (macros), torrent websites, malicious ads. |
| Damage | All files are encrypted and cannot be opened without paying a ransom. Additional password-stealing trojans and malware infections can be installed together with a ransomware infection. |
| Malware Removal (Windows) | To eliminate possible malware infections, scan your computer with legitimate antivirus software. Our security researchers recommend using Combo Cleaner. |
How to protect yourself from ransomware infections?
To prevent computer infections, be careful while downloading, installing, updating software and opening attachments (or web links) presented in received emails. Avoid opening files that are attached to irrelevant emails received from unknown, suspicious addresses. Download software or files using official and trustworthy websites and avoid using the sources mentioned above.
Update installed software with implemented functions or tools provided by official software developers only. Third party tools cannot be trusted. Do not activate software or operating systems with 'cracking' tools. This is illegal and often leads to installation of malware.
Have reputable anti-virus or anti-spyware software installed and keep it enabled. If your computer is already infected with Phobos (.help), we recommend running a scan with Combo Cleaner Antivirus for Windows to automatically eliminate this ransomware.
Screenshot of a message encouraging users to pay a ransom to decrypt their compromised data ("info.hta"):
Text presented in Phobos (.help) ransomware pop-up window ("info.hta") file:
All your files have been encrypted!
All your files have been encrypted due to a security problem with your PC. If you want to restore them, write us to the e-mail randal_inman@aol.com
Write this ID in the title of your message 1E857D00-1016
In case of no answer in 24 hours write us to this e-mail:gherardobaxter@aol.com
If there is no response from our mail, you can install the Jabber client and write to us in support of phobos_helper@xmpp.jp
You have to pay for decryption in Bitcoins. The price depends on how fast you write to us. After payment we will send you the decryption tool that will decrypt all your files.
Free decryption as guarantee
Before paying you can send us up to 5 files for free decryption. The total size of files must be less than 10Mb (non archived), and files should not contain valuable information. (databases,backups, large excel sheets, etc.)
How to obtain Bitcoins
The easiest way to buy bitcoins is LocalBitcoins site. You have to register, click 'Buy bitcoins', and select the seller by payment method and price.
hxxps://localbitcoins.com/buy_bitcoins
Also you can find other places to buy Bitcoins and beginners guide here:
hxxp://www.coindesk.com/information/how-can-i-buy-bitcoins/
Jabber client installation instructions:
Download the jabber (Pidgin) client from https://pidgin.im/download/windows/
After installation, the Pidgin client will prompt you to create a new account.
Click "Add"
In the "Protocol" field, select XMPP
In "Username" - come up with any name
In the field "domain" - enter any jabber-server, there are a lot of them, for example - exploit.im
Create a password
At the bottom, put a tick "Create account"
Click add
If you selected "domain" - exploit.im, then a new window should appear in which you will need to re-enter your data:
User
password
You will need to follow the link to the captcha (there you will see the characters that you need to enter in the field below)
If you don't understand our Pidgin client installation instructions, you can find many installation tutorials on youtube - hxxps://www.youtube.com/results?search_query=pidgin+jabber+install
Attention!
Do not rename encrypted files.
Do not try to decrypt your data using third party software, it may cause permanent data loss.
Decryption of your files with the help of third parties may cause increased price (they add their fee to our) or you can become a victim of a scam.
Screenshot of Phobos (.help) text file ("info.txt"):
Text presented in the text file:
!!! All of your files are encrypted !!!
To decrypt them send e-mail to this address: randal_inman@aol.com.
If we don't answer in 48h., send e-mail to this address: gherardobaxter@aol.com
If there is no response from our mail, you can install the Jabber client and write to us in support of phobos_helper@xmpp.jp
Phobos (.help) ransomware removal:
Instant automatic malware removal:
Manual threat removal might be a lengthy and complicated process that requires advanced IT skills. Combo Cleaner is a professional automatic malware removal tool that is recommended to get rid of malware. Download it by clicking the button below:
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Video suggesting what steps should be taken in case of a ransomware infection:
Quick menu:
- What is Phobos (.help) virus?
- STEP 1. Reporting ransomware to authorities.
- STEP 2. Isolating the infected device.
- STEP 3. Identifying the ransomware infection.
- STEP 4. Searching for ransomware decryption tools.
- STEP 5. Restoring files with data recovery tools.
- STEP 6. Creating data backups.
If you are a victim of a ransomware attack we recommend reporting this incident to authorities. By providing information to law enforcement agencies you will help track cybercrime and potentially assist in the prosecution of the attackers. Here's a list of authorities where you should report a ransomware attack. For the complete list of local cybersecurity centers and information on why you should report ransomware attacks, read this article.
List of local authorities where ransomware attacks should be reported (choose one depending on your residence address):
USA - Internet Crime Complaint Centre IC3
United Kingdom - Action Fraud
Spain - Policía Nacional
France - Ministère de l'Intérieur
Germany - Polizei
Italy - Polizia di Stato
The Netherlands - Politie
Poland - Policja
Portugal - Polícia Judiciária
Isolating the infected device:
Some ransomware-type infections are designed to encrypt files within external storage devices, infect them, and even spread throughout the entire local network. For this reason, it is very important to isolate the infected device (computer) as soon as possible.
Step 1: Disconnect from the internet.
The easiest way to disconnect a computer from the internet is to unplug the Ethernet cable from the motherboard, however, some devices are connected via a wireless network and for some users (especially those who are not particularly tech-savvy), disconnecting cables may seem troublesome. Therefore, you can also disconnect the system manually via Control Panel:
Navigate to the "Control Panel", click the search bar in the upper-right corner of the screen, enter "Network and Sharing Center" and select search result: 
Click the "Change adapter settings" option in the upper-left corner of the window: 
Right-click on each connection point and select "Disable". Once disabled, the system will no longer be connected to the internet. To re-enable the connection points, simply right-click again and select "Enable". 
Step 2: Unplug all storage devices.
As mentioned above, ransomware might encrypt data and infiltrate all storage devices that are connected to the computer. For this reason, all external storage devices (flash drives, portable hard drives, etc.) should be disconnected immediately, however, we strongly advise you to eject each device before disconnecting to prevent data corruption:
Navigate to "My Computer", right-click on each connected device, and select "Eject": 
Step 3: Log-out of cloud storage accounts.
Some ransomware-type might be able to hijack software that handles data stored within "the Cloud". Therefore, the data could be corrupted/encrypted. For this reason, you should log-out of all cloud storage accounts within browsers and other related software. You should also consider temporarily uninstalling the cloud-management software until the infection is completely removed.
Identify the ransomware infection:
To properly handle an infection, one must first identify it. Some ransomware infections use ransom-demand messages as an introduction (see the WALDO ransomware text file below).
This, however, is rare. In most cases, ransomware infections deliver more direct messages simply stating that data is encrypted and that victims must pay some sort of ransom. Note that ransomware-type infections typically generate messages with different file names (for example, "_readme.txt", "READ-ME.txt", "DECRYPTION_INSTRUCTIONS.txt", "DECRYPT_FILES.html", etc.). Therefore, using the name of a ransom message may seem like a good way to identify the infection. The problem is that most of these names are generic and some infections use the same names, even though the delivered messages are different and the infections themselves are unrelated. Therefore, using the message filename alone can be ineffective and even lead to permanent data loss (for example, by attempting to decrypt data using tools designed for different ransomware infections, users are likely to end up permanently damaging files and decryption will no longer be possible even with the correct tool).
Another way to identify a ransomware infection is to check the file extension, which is appended to each encrypted file. Ransomware infections are often named by the extensions they append (see files encrypted by Qewe ransomware below).
This method is only effective, however, when the appended extension is unique - many ransomware infections append a generic extension (for example, ".encrypted", ".enc", ".crypted", ".locked", etc.). In these cases, identifying ransomware by its appended extension becomes impossible.
One of the easiest and quickest ways to identify a ransomware infection is to use the ID Ransomware website. This service supports most existing ransomware infections. Victims simply upload a ransom message and/or one encrypted file (we advise you to upload both if possible).
The ransomware will be identified within seconds and you will be provided with various details, such as the name of the malware family to which the infection belongs, whether it is decryptable, and so on.
Example 1 (Qewe [Stop/Djvu] ransomware):
Example 2 (.iso [Phobos] ransomware):
If your data happens to be encrypted by ransomware that is not supported by ID Ransomware, you can always try searching the internet by using certain keywords (for example, a ransom message title, file extension, provided contact emails, crypto wallet addresses, etc.).
Search for ransomware decryption tools:
Encryption algorithms used by most ransomware-type infections are extremely sophisticated and, if the encryption is performed properly, only the developer is capable of restoring data. This is because decryption requires a specific key, which is generated during the encryption. Restoring data without the key is impossible. In most cases, cybercriminals store keys on a remote server, rather than using the infected machine as a host. Dharma (CrySis), Phobos, and other families of high-end ransomware infections are virtually flawless, and thus restoring data encrypted without the developers' involvement is simply impossible. Despite this, there are dozens of ransomware-type infections that are poorly developed and contain a number of flaws (for example, the use of identical encryption/decryption keys for each victim, keys stored locally, etc.). Therefore, always check for available decryption tools for any ransomware that infiltrates your computer.
Finding the correct decryption tool on the internet can be very frustrating. For this reason, we recommend that you use the No More Ransom Project and this is where identifying the ransomware infection is useful. The No More Ransom Project website contains a "Decryption Tools" section with a search bar. Enter the name of the identified ransomware, and all available decryptors (if there are any) will be listed.
Restore files with data recovery tools:
Depending on the situation (quality of ransomware infection, type of encryption algorithm used, etc.), restoring data with certain third-party tools might be possible. Therefore, we advise you to use the Recuva tool developed by CCleaner. This tool supports over a thousand data types (graphics, video, audio, documents, etc.) and it is very intuitive (little knowledge is necessary to recover data). In addition, the recovery feature is completely free.
Step 1: Perform a scan.
Run the Recuva application and follow the wizard. You will be prompted with several windows allowing you to choose what file types to look for, which locations should be scanned, etc. All you need to do is select the options you're looking for and start the scan. We advise you to enable the "Deep Scan" before starting, otherwise, the application's scanning capabilities will be restricted.
Wait for Recuva to complete the scan. The scanning duration depends on the volume of files (both in quantity and size) that you are scanning (for example, several hundred gigabytes could take over an hour to scan). Therefore, be patient during the scanning process. We also advise against modifying or deleting existing files, since this might interfere with the scan. If you add additional data (for example, downloading files/content) while scanning, this will prolong the process:
Step 2: Recover data.
Once the process is complete, select the folders/files you wish to restore and simply click "Recover". Note that some free space on your storage drive is necessary to restore data:
Create data backups:
Proper file management and creating backups is essential for data security. Therefore, always be very careful and think ahead.
Partition management: We recommend that you store your data in multiple partitions and avoid storing important files within the partition that contains the entire operating system. If you fall into a situation whereby you cannot boot the system and are forced to format the disk on which the operating system is installed (in most cases, this is where malware infections hide), you will lose all data stored within that drive. This is the advantage of having multiple partitions: if you have the entire storage device assigned to a single partition, you will be forced to delete everything, however, creating multiple partitions and allocating the data properly allows you to prevent such problems. You can easily format a single partition without affecting the others - therefore, one will be cleaned and the others will remain untouched, and your data will be saved. Managing partitions is quite simple and you can find all the necessary information on Microsoft's documentation web page.
Data backups: One of the most reliable backup methods is to use an external storage device and keep it unplugged. Copy your data to an external hard drive, flash (thumb) drive, SSD, HDD, or any other storage device, unplug it and store it in a dry place away from the sun and extreme temperatures. This method is, however, quite inefficient, since data backups and updates need to be made regularly. You can also use a cloud service or remote server. Here, an internet connection is required and there is always the chance of a security breach, although it's a really rare occasion.
We recommend using Microsoft OneDrive for backing up your files. OneDrive lets you store your personal files and data in the cloud, sync files across computers and mobile devices, allowing you to access and edit your files from all of your Windows devices. OneDrive lets you save, share and preview files, access download history, move, delete, and rename files, as well as create new folders, and much more.
You can back up your most important folders and files on your PC (your Desktop, Documents, and Pictures folders). Some of OneDrive’s more notable features include file versioning, which keeps older versions of files for up to 30 days. OneDrive features a recycling bin in which all of your deleted files are stored for a limited time. Deleted files are not counted as part of the user’s allocation.
The service is built using HTML5 technologies and allows you to upload files up to 300 MB via drag and drop into the web browser or up to 10 GB via the OneDrive desktop application. With OneDrive, you can download entire folders as a single ZIP file with up to 10,000 files, although it can’t exceed 15 GB per single download.
OneDrive comes with 5 GB of free storage out of the box, with an additional 100 GB, 1 TB, and 6 TB storage options available for a subscription-based fee. You can get one of these storage plans by either purchasing additional storage separately or with Office 365 subscription.
Creating a data backup:
The backup process is the same for all file types and folders. Here’s how you can back up your files using Microsoft OneDrive
Step 1: Choose the files/folders you want to backup.
Click the OneDrive cloud icon to open the OneDrive menu. While in this menu, you can customize your file backup settings.
Click Help & Settings and then select Settings from the drop-down menu.
Go to the Backup tab and click Manage backup.
In this menu, you can choose to backup the Desktop and all of the files on it, and Documents and Pictures folders, again, with all of the files in them. Click Start backup.
Now, when you add a file or folder in the Desktop and Documents and Pictures folders, they will be automatically backed up on OneDrive.
To add folders and files, not in the locations shown above, you have to add them manually.
Open File Explorer and navigate to the location of the folder/file you want to backup. Select the item, right-click it, and click Copy.
Then, navigate to OneDrive, right-click anywhere in the window and click Paste. Alternatively, you can just drag and drop a file into OneDrive. OneDrive will automatically create a backup of the folder/file.
All of the files added to the OneDrive folder are backed up in the cloud automatically. The green circle with the checkmark in it indicates that the file is available both locally and on OneDrive and that the file version is the same on both. The blue cloud icon indicates that the file has not been synced and is available only on OneDrive. The sync icon indicates that the file is currently syncing.
To access files only located on OneDrive online, go to the Help & Settings drop-down menu and select View online.
Step 2: Restore corrupted files.
OneDrive makes sure that the files stay in sync, so the version of the file on the computer is the same version on the cloud. However, if ransomware has encrypted your files, you can take advantage of OneDrive’s Version history feature that will allow you to restore the file versions prior to encryption.
Microsoft 365 has a ransomware detection feature that notifies you when your OneDrive files have been attacked and guide you through the process of restoring your files. It must be noted, however, that if you don’t have a paid Microsoft 365 subscription, you only get one detection and file recovery for free.
If your OneDrive files get deleted, corrupted, or infected by malware, you can restore your entire OneDrive to a previous state. Here’s how you can restore your entire OneDrive:
1. If you're signed in with a personal account, click the Settings cog at the top of the page. Then, click Options and select Restore your OneDrive.
If you're signed in with a work or school account, click the Settings cog at the top of the page. Then, click Restore your OneDrive.
2. On the Restore your OneDrive page, select a date from the drop-down list. Note that if you're restoring your files after automatic ransomware detection, a restore date will be selected for you.
3. After configuring all of the file restoration options, click Restore to undo all the activities you selected.
The best way to avoid damage from ransomware infections is to maintain regular up-to-date backups.
Frequently Asked Questions (FAQ)
How was my computer hacked and how did hackers encrypt my files?
Typically, threat actors carry out ransomware attacks via email (by sending emails containing malicious attachments or links), fake installers for cracked software, untrustworthy sources for downloading software/files, and fake updaters. In all cases, they succeed after users download and execute ransomware by themselves.
How to open ".help" files?
Files encrypted by the Phobos (.help) ransomware cannot be opened until they are decrypted.
Where should I look for free decryption tools for Phobos ransomware?
In case of a ransomware attack you should check the No More Ransom project website (more information above).
I can pay you a lot of money, can you decrypt files for me?
We cannot decrypt files/do not have a decryption tool. Files encrypted by ransomware cannot be decrypted without tools purchased from the attackers unless the ransomware is flawed. It means that any third party offering paid decryption act as a man-in-the-middle or aim to scam victims.
Will Combo Cleaner help me remove Phobos ransomware?
Yes, Combo Cleaner will run a system scan and eliminate active ransomware. Ransomware must be removed to avoid any possible further damage. Unfortunately, files remain encrypted even after the removal.
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