All users of the Emsisoft Support Forums who are in need of Malware Removal assistance are required to complete the procedures listed below:
NOTE: You will want to print these instructions for reference, as you will perform all scans with all browsers closed.
The majority of our support staff work Monday-Friday. We try very hard to answer all posts within 24-hours of the posting, but be aware that if you post anytime in the late afternoon or evening on Friday, or anytime on Saturday or Sunday, you will not receive an answer until Monday. Also, be aware that our support technicians may not be in the same time zone as you, therefore there could be several hours difference between when you post and the technician working your support case is available.
The below guidelines are for the Help, my PC is infected! Support Forum. They are intended to help you provide the technician, working your thread, with enough information to start formulating a plan to clean your machine; and for you to leave the Emsisoft Support Forums with a safe, secure, functioning computer.
- Emsisoft does not condone the use of Pirated/Illegal software. If such software is found on your computer, the technician assisting you will insist that the Pirated/Illegal software be removed. We reserve the right to refuse help to anyone who is unwilling to uninstall Pirated/Illegal software.
- We insist that anyone receiving help, here at the Emsisoft Support Forums, install an Anti-Malware program at a minimum to protect their system.
Start only one thread requesting help. Keep all questions in your thread. DO NOT start a new topic.
DO NOT start multiple threads related to the same problem.
If you don't know, stop and ask! Don't keep going on.
Continue to respond until you are given "All Clear" (Just because you can't see a problem doesn't mean it isn't there)
Once your case has been solved, the thread will be closed.
Your thread will be closed after 72-hours of no activity.
DO give your new thread a meaningful subject. NOT something like "HELP1!!!!11111!!!1!" and such.
DO NOT use any form of Haxor, Leet speak, Netspeak, IM speak and the such in any postings on this forum. Use only proper spelling, grammar, punctuation, and capitalization. The more time the person helping you has to spend trying to figure out what you are saying, the longer it will take them to formulate a response.
DO NOT post a request for help in someone else's thread. This can lead to confusion, and your post will be deleted with a message to start your own thread.
DO NOT send private messages asking for help.
DO NOT send emails asking for help.
DO NOT reply to any thread, offering help or any comments of any type in a Malware Removal thread unless you have been given express permission by an Administrator or Moderator.
This forum is monitored by the approved Staff Members, and any unauthorized posts will be removed. If you feel you have information which may be pertinent to the thread, PM either the Malware Removal Specialist assisting the user or, an Administrator or Moderator. If you are new to this forum and have experience with Malware removal and would like to help, please register as a member first, then send a private message to an Administrator or Moderator introducing yourself.
We cannot take the risk of anyone giving wrong advice and causing damage to someone's computer.
DO NOT post advice until given permission to do so by an administrator or moderator. All replies made by unauthorized persons are subject to deletion without comment.
DO NOT post any logs without first completing the steps in this guide, they will be deleted.
DO NOT copy and paste logs into your threads. All logs are to be attached to your post.
Download to your Desktop:
- NOTE: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.
NOTE: If you are unable to download the tools from the infected system, the tools can be saved to and run from a USB flash drive.
All scans are to be run in Normal Mode. Do not run anything in "Safe Mode", unless you are instructed to do so by the Malware Removal Specialist handling your case.
Do not force Safe Mode. Instructions on How to Boot to "Safe Mode" can be found at http://www.malwarete...kb/SafeMode.php
Let's get started:
Install and Run Emsisoft Emergency Kit (EEK):
- Double click EmergencyKitScanner.exe to install EEK
When the installation of EEK is complete the Emergency Kit scanner will run.
NOTE: Make sure to enable PUPs detection.
- Click "Yes" to Update Emsisoft Emergency Kit
Under "Scan" click-on "Malware Scan".
IMPORTANT: Do not quarantine or delete anything. We just want the scan log without anything being quarantined or deleted.
- Save the scan log somewhere that you can find it.
- Exit Emsisoft Emergency Kit.
Run Farbar Recovery Scan Tool (FRST):
Double-click to run it. When the tool opens click Yes to the disclaimer.
NOTE: DO NOT change any of the default settings. If you do we will just close your logs and ask for new ones ran with FRST's default settings.
- Press Scan button.
- Farbar Recovery Scan Tool will produce the following logs:
- Double-click to run it. When the tool opens click Yes to the disclaimer.
Create a new topic in our Help, my PC is infected! forum and attach the following logs to your post:
Emsisoft Emergency Kit log (C:\EEK\Reports\)
- Emsisoft Emergency Kit log (C:\EEK\Reports\)
IMPORTANT NOTE: Any logs that are copied and pasted to a post will be removed from the post without being read. Do not alter or change the logs in any way.
Once a Malware Removal Specialist has replied to your request for malware removal, they will handle your case from start to finish. You will have 72 hours to reply to any instructions given by the Malware Removal Specialist handling your case. Failure to comply with requests for information or instructions from the Malware Removal Specialist handling your case will result in the locking of your thread.