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We want to help, really!
**Do not make any changes to your system, or add/remove programs unless directed by your helper**
These instructions will tell you what we need run to pre-clean your computer, and what required logs to attach to your post.
This forum is for cleanup of symptomatic infections. It is not to diagnose operating system applications, debate security issues or analyze for the sake of analyzing. Please DO NOT post logs to the main Security Forum, as they will not be reviewed there.
Follow the below outlined requirements so we may better assist you.
DO NOT RUN COMBOFIX OR OTHER 'TOOLS' UNLESS ASKED
Those not following this carefully before posting, will find their topic closed, moved or removed.
Some malware will try to block programs. If you are unable to get an application to run, try renaming the executable file to a random file name (such as somefile.exe, somefile.scr, etc) then try to see if it will run.
First make a copy (or print out) these instructions so you have them handy. Alternate: »Site FAQ »How can I print a FAQ?
• If you are using Firefox, and have the add-on Linkification installed, please open the extension "General" options, and make sure to uncheck "Enable Auto-Linkification" (figure left).
• You can also set for the DSLReports and/or BroadbandReports domain only in preferences, if you choose to (figure right). See Screenshots below:
(a) If you have Spybot S&D or AdAware installed do the following:
If Spybot is installed: Before proceeding, disable Spybot Tea Timer and leave it disabled until we're done here.
NB: If you don't fully understand what Tea Timer and/or Ad-Watch does and how it does it, best to leave it permanently disabled.
Special Note for Vista and Windows 7: In all that follows, and subsequent sessions, you need to run these utilties "As Administrator" in most cases. Right click the program executable and choose "Run as Administrator". If you do not do this, some of these utilities will fail to work, or fail to work properly. If you have any problems with any of the utilities you are asked to run, check that you ran the application as an Administrator. Some of these utilties will not give you a UAC prompt, they will simply exit without doing anything at all or showing an error message.
(b) Enable Show Hidden Files and Folders
Refer the tutorial for your operating system at the appropriate link below.
(c) Check Notepad
We need to make sure that word wrap is disabled for log readability.
(d) Disable Windows Defender
If you have Windows Defender installed, we need to disable it before we begin the cleaning process.
(e) Please disable the real-time protection on your AntiVirus program: »Security Cleanup FAQ »AntiVirus Programs - How to disable
(f) If you have CCleaner 2.3.6 or later installed:
1. Download TFC - Temp File Cleaner, saving it to your desktop:
If you're experiencing symptoms like missing files, folders, a blank Desktop, or an empty Start Menu, please skip this step and go on to Step 2.
2. Download Malwarebytes Anti-Malware, saving it to your desktop.
If MBAM encounters a file that is difficult to remove, you will be presented with 1 of 2 prompts. Click OK to either and let MBAM proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot will prevent MBAM from removing all the malware.
Some malware will try to block Malwarebytes' Anti-Malware. If you are unable to get Malwarebytes' Anti-Malware to run, rename the executable file (normally C:\Program Files\Malwarebytes' Anti-Malware\mbam.exe) to a random file name (such as somefile.exe, somefile.scr, etc) and double-click the file to see if it will run.
3. Download AdwCleaner by Xplode, saving it to your desktop:
A copy of that logfile will also be saved in the C:\AdwCleaner folder.
4. Download OTL, saving it to your desktop:
5. Download Security Check, saving it to your Desktop:
If one of your security applications (e.g., third-party firewall) requests permission to allow DIG.EXE access the Internet, allow it to do so.
6. Online AV Scan
This is an important step to do even if you ran your resident AV program, as some malware can disable the program currently installed on your PC. The online AV scanners can sometimes reveal infections your present AV can not. An online scanner can't be "fooled" or damaged by malware. The online scan will not interfere with your currently installed AV program. The logs in your post are a required step.
Only do one of following scans. Try ESET first, and if you have any problems, then try the bitDefender scan. If neither scan works, skip this step but be sure to let us know both failed.
ESET Online Scan:
ESET Online Scanner works with x32 and x64 (AMD64 and EMT64) versions of Microsoft Windows - it does not work with Itanium (IA64) versions of Microsoft Windows.
The ESET Online Scanner is a 32-bit application, which means it must be run through in the 32-bit version of Internet Explorer, and as an Administrator. To do so, right-click on the Internet Explorer (32-bit) icon in the Start Menu and select "Run as administrator" from the context menu.
Go here: »www.eset.com/onlinescan to run an online scannner from ESET.
Note: If IE doesn't work, try an alternate browser. Firefox & Opera are now supported w/ a downloadable tool.
You will find the Firefox/Opera tool here:
bitDefender Online Scan:
Go here: »quickscan.bitdefender.com/ to run an online scannner from bitDefender.
6. Post the generated logs into a new thread in the Clean-Up Forum:
Copy/paste the following into your post (in order):
If you follow the above steps, it will accomplish three things:
2. It will save the volunteers on this site many hours of work and add to the accuracy of the information they are able to give you - it's easier to see individual trees in a thinned forest.
3. You won't delay the process of getting up & running again by having to answer a lot of questions.
Providing us the information we need in order to help you efficiently and effectively will avoid delaying the cleaning process.