Updated November 17, 2016, updated all canned speeches and modified overall format.
Malware Removal Steps
Below are steps to begin the malware removal process. The steps will produce three logs which are requested to be added in your post.
* Important: Work the steps in order.
* If you don't understand a step stop and ask!
* Keep all questions/replies in the same thread.
* Continue to respond until given the all clear.
* Be patient: Malware removal can be just as time consuming and stressful for us as it is for you.
* Remember: Just because the symptoms may be gone does not promise that all of the malware is. It is strongly suggested to continue in posting all requested logs until given the all clear. You will then receive final cleanup steps specific to your PC, links to programs and advice to help you prevent infections in the future.
If for some reason you cannot perform one of the steps, move on to the next step and make note of what happened when posting your logs.
Spybot Users
Remove Spybot S&D
It is recommended that you uninstall Spybot S&D, as it is no longer capable of detecting the latest threats. Much better anti-malware solutions exist, and those will be pointed out later.
Step 1: House Cleaning
CCleaner Temporary Files Cleaning
NOTE: If you already have this installed, you don't have to reinstall it.
Please download CCleaner (http://www.piriform.com/ccleaner)
When the file has been saved, go to your Desktop and double-click on ccsetupxxx_slim.exe
Follow the prompts to install the program.
- Double-click the CCleaner shortcut on the desktop to start the program.
- A prompt will ask you if you want CCleaner to do a check to see what cookies it needs to keep. Allow that operation.
- On the Cleaner tab, click on Run Cleaner on the bottom-right to run the program.
- Important: Make sure that ALL browser windows are closed before selecting Run Cleaner, or it will ask if you want the program to close them for you (when you do this, all unsaved data may be lost in the browser).
Caution: Only use the Registry feature if you are very familiar with the registry.
Always back up your registry before making any changes. Exit CCleaner after it has completed it's process.
Step 2: AdwCleaner
Please download Malwarebytes' AdwCleaner (https://www.malwarebytes.com/adwcleaner/) onto your Desktop.
- Double click on AdwCleaner_xxxx.exe to run the tool.
- Click on Scan.
- After done scanning, please hit Logfile. Locate the logfile in the Scan tab, double-click on it, copy the information inside of it, and paste it into your next reply.
- You can find the logfile at C:\AdwCleaner[Sx].txt as well.
Step 3: Malwarebytes' Anti-Malware
Please download Malwarebytes' Anti-Malware from here (https://www.malwarebytes.org/mwb-download).
Double Click mbam-setup.exe to install the application.
- Make sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes Anti-Malware, then click Finish.
- If an update is found, it will download and install the latest version.
- Once the program has loaded, select "Perform Quick Scan", then click Scan.
- The scan may take some time to finish,so please be patient.
- When the scan is complete, click OK, then Show Results to view the results.
- Make sure that everything is checked, and click Remove Selected.
- When disinfection is completed, a log will open in Notepad and you may be prompted to Restart. If you are prompted to restart, please allow it to restart your computer. Failure to do this, will cause the infection to still be active on the computer.
- Please save the log to a location you will remember.
- The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.
- The log can also be found at C:\Documents and Settings\Username\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs\log-date.txt or at C:\Program Files\Malwarebytes' Anti-Malware\Logs\log-date.txt
- Copy and paste the entire report in your next reply.
Please give details. Just posting the logs in many instances is not enough information for us.
Post the logs in the Virus and spyware removal (http://www.computerhope.com/forum/index.php/board,53.0.html) forum.
Logs needed:
- AdwCleaner
- Malwarebytes' Anti-Malware
Please copy and paste the logs directly into the reply unless specifically requested by your helper
Illegal software
Computer Hope does not support illegal activity. We do not support the use of any pirated or otherwise illegal software including Windows itself. If you install the cracked software, you are running executable files from unknown sources. You are in effect giving unknown sources access to information on your hard disk and potentially giving complete control over the operation of your computer.
* We will NOT help anyone pirate anything or help to make the system work with pirated software. But if you mess up your computer in the process, we will help you fix it.
* Uninstall any cracked applications before posting for help.
* You may be asked to uninstall any P2P or File Sharing programs during the removal process if they are believed to be the source of the problem.
* We will discontinue help if you refuse to remove any cracked (illegal) program.