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Preparation Guide For Use Before Using Malware Removal Tools and Requesting Help


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#1 Grinler

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Posted 10 November 2005 - 12:52 PM

Preparation Guide For Use Before Using Malware Removal Tools and Requesting Help



Hi and welcome to the Bleeping Computer malware removal forum. If you are reading this article, then you are most likely looking for a solution to a possible malware infection on your computer. Please follow these steps in order to provide information that we can use to analyze your computer's configuration. Please note that these steps may appear to be long and daunting. In reality, though, they are very simple and are only so many steps as we wanted to be detailed as possible in the instructions.

Before you perform these steps, it is suggested that you first check to see if there is a self-help guide for infection here:


Virus, Spyware, and Malware Removal Self-Help Guides


If there is one, then you can attempt to use the self-help guide first and then continue with these steps if you feel that you are still infected.


Step 1 - Backup your data!

Regardless of whether or not you have a malware infection, routinely backing up your data should be an important part of every computer users life. Whether it be a hard drive that has failed or malware that has caused your computer to become inoperable, not having your files, pictures, email, and music can be a disaster. We therefore suggest that before we move forward with this cleaning process, you first backup your data to a secure location. That secure location could be a burnable DVD, an external backup drive, or another computer. I have listed free backup software that you can use below:

Cobian Backup
DriveImage XML
Vista Complete PC Backup



Step 2 - Not all slow computers are caused by Malware.

A very common reason members post malware removal topics is because they find their computer has become slow. We suggest that before you follow any of the steps below, you first read the following topic that provides a wealth of information on how to increase the performance of your computer.

Slow Computer/browser? Check Here First; It May Not Be Malware


If after following the suggestions in the above topic, you still have a problem, then please proceed with the rest of the steps.


Step 3 - Create a free account

Alert! In order to submit a Malware Removal log you will need to be a logged into the forums with a registered account. Registering is free and allows us to distinguish one user from another. To register an account simply click on the following link:


After you click on this link you will be brought to a page asking you to fill in some information in order to create your free account. Please enter a login name, a display name that will be your public nickname on the site, a password, and a valid email account that you check regularly. It is important that you enter a valid email address as notifications will be sent to this address when someone replies to a topic you have created. You can then optionally enter the other information that is requested. Finally, when all required fields are filled in, enter the security code found in the image and press the Submit my registration button.

After you press the Submit button, the site will generate an email and send it to the email address that you registered with. In this email is a validation link that you must click on in order to finish the registration of your new account. Once this process has been completed, you will now be able to post in all the forums at Bleeping Computer.


Step 4 - Enable topic reply notification by default.

In order to be notified via email when your topic has a reply you need to enable topic notifications. To enable topic notifications you should do the following:

  • Click on this My Settings Link.

  • Click on Notification Options.

  • Put a checkmark in the checkbox labeled Watch every topic I reply to.

  • Set the If enabled, choose default notification type menu option to Immediate Notification to have an email sent immediately when someone replies.

  • Then scroll down a little bit and under Topics & Posts make sure that the Email checkbox is checked for the Notification method to use for topic replies and reply digests option.

  • Click on the Save Changes button.


Step 5 - Enable a firewall

Firewall Before you continue it is important that you enable a firewall. Doing so, will help to stop your computer from being further infected with malware as we are cleaning your computer as well as provide an easier disinfecting process for our helpers. When the cleaning process is done, we will recommend other firewalls that you can use instead of the built-in Windows XP or Windows Vista firewall if you wish.

For instructions on how to enable the Windows XP Firewall, you can read this tutorial. To enable the Windows Vista firewall, you should enter the Control Panel and then click on the Windows Firewall menu icon. Once the Windows Firewall settings open, you can enable or disable the firewall.



Step 7 - Download and Run DDS which will create a log of programs running on your computer.

Download DDS from the following location:

DDS Tool Download Link

When you click on the above link you will see be brough to a download page. Please click on the Download Now button and a download prompt similar to Figure 1 below.


DDS Save File dialog box
Figure 1: DDS Save File dialog box


Click on the Save button. You will now be presented with ascreen similar to Figure 2 below asking where you would liketo save the file.


Save DDS.com to the desktop
Figure 2: Save dds.com to the desktop



Click once on the Desktop button, designated by the red arrow in thefigure above, to save the file to your Desktop and then press theSave button. Your computer will now download the file toyour computer and save it on your Desktop. When it is donedownloading you will now find an icon on your desktop that lookslike Figure 3 below.


DDS Icon
Figure 3: DDS Icon



Disable any script-blocking programs and then double-click on the DDS.com icon to start the program. If you did not disable a script-blocker that may be part of your antimalware program, you may receive a warning from your antimalware product asking if you would like DDS.com to run. Please allow it to do so.

Once you double-click the icon a Windows security warning may also appear asking if you are sure you would like to run the program. This warning is shown in Figure 4 below.


Windows security warning
Figure 4: Windows security warning


Click on the Run button to start DDS. If no warning appeared, as shown above, then you should just continue reading.

DDS will now display a red window with an option screen called DDS: Settings as shown below.



DDS Start screen
Figure 5. DDS: Settings screen


At the above screen, put a check mark in attach.txt and then click on the Start button. You will now see a small black window providing information as to what DDS is doing on your computer as shown in Figure 6 below.



DDS Information
Figure 6: DDS information screen


DDS will now start scanning your computer and compiling a variety of information about what programs are starting on your computer, what files have been recently created, and the general configuration of your computer. When DDS has finished scanning, all of this information will be compiled and be displayed in two Notepad windows named dds.txt and attach.txt as shown below.



DDS.txt Log
Figure 7: DDS.txt Notepad window


DDS Attach.txt log
Figure 8: Attach.txt Notepad window



You will then be shown a small box giving instructions as to what you should do with these files. Feel free to close this message box by pressing the OK button.

We now need to save the two log files that were created. First click on the DDS.txt window and click on the File menu and then select Save As... menu option. You will now be presented with a screen similar to Figure 9 below asking where you would like to save the file.


Save DDS.txt to the desktop
Figure 9: Save DDS.txt to the desktop





Click once on the Desktop button, designated by the red arrow in the figure above, to save the file to your Desktop and then press the Save button. The DDS.txt log will now be saved to your Desktop. Now click on the Attach.txt Notepad window and perform the same steps to save that file to your Desktop as well. When this is finished, please continue to the next step. If you have any problems running DDS or generating a log, then please proceed to the next step and state what problems you had with DDS when creating your malware help topic.


Step 9 - Create a new malware removal topic and post the DDS logs

Now click on the following link to open a new browser windows where you will create a new topic in the Virus, Trojan, Spyware, and Malware Removal Logs forum:

Post a new malware removal request

In the new browser window you will see a screen that asks you to fill in various information. For the Topic Title please enter a description of your problem containing the infection name or something specific to the infection you are having. For example if you have a particular worm, type the name of the worm in the title. If you are infected with Virtumonde or Winfixer, type that into the title. We have found that those people who enter in specific and detailed info about their infection tend to get cleaned up quicker as the helper is prepared.

In the Topic Description field enter some more information that you think will be informative to the people helping with the logs. Examples of how we would like the titles and descriptions can be seen in the two images below:


Example of title and description for a new topic using TDSS
Example 1 - Topic Title and Description



Example of title and description for a new topic using System Tool
Example 2 - Topic Title and Description



The next part that you must fill out is the actual message of thepost. An example of the message area appears below:


Message area of a new topic
Figure 10: Example message area


In the white message area, as shown above, write a detailed description of your problem and then press the enter key. Now copy and paste the contents of the DDS.txt log that you saved to your desktop. You can do this by going to your Desktop and double-clicking on the file named DDS.txt to open it. After the Notepad window is opened, right-click in the notepad and select Select All. Then right click again and select Copy. Now go back to the Post and right click in the post area and select Paste to paste the contents of the DDS.txt report into the post. When done, you should now have a post consisting of the detailed description of your problem and the reports from DDS.

The more you can tell us about a problem, the better and easier it will be to help you. In other words, "Help, I get a blue screen when I start my computer" will only result in the helper asking you what the specific message is. Instead in your first post, actually tell us the exact message, word-for-word, that you are receiving.

Once you have finished entering your message into the message body of the post, we need you to attach the Attach.txt file created by DDS. To do this, click on the Browse button in the Attachment section of the post. This is shown by the red arrow in Figure 16 below.



Attach Attach.txt to the topic
Figure 11: Attach the Attach.txt file to the post


You will now be at a screen asking you to choose a file to upload. Click on the Desktop button as shown by the red arrow in Figure 17 below.


Select the file to attach.
Figure 12: Choose File screen


You should now see the Attach.txt file. Click on it once to select it and then click on the Open button. You should now be back at the New Topic screen. Once there, click on the Attach This File button, as

Now that all the information has been entered into the post and the file has been attached, scroll down and click on the Post New Topic button to actually post your new topic to the forums.


Step 10 - What to expect now that you have created your topic.

Now that your topic is posted, you should be patient and wait for someone to look at your log in order to advise as to what you should do. Everyone who works on this site is a volunteer, and there are a lot more people requesting help than there are helpers able to provide it. The current avg response time is about 5 days, but hopefully sooner, before someone can get back to you regarding your problem. While you are waiting we request that you do not do the following as it may affect the help you receive:
  • Do not attempt to fix any of the entries that you find within these logs as it may cause damage to your computer's configuration. Any helper who answers topics in this forum is trained on how to interpret these logs. As there is a lot of wrong information on the Web, those who are not trained may remove entries that appear suspicious according to information you find, but are in fact legitimate programs.

  • Do not post at another site asking for the same help for the same computer unless you previously have asked us to close your topic. If we find that you have posted for help at another site regarding the same problem, we will be forced to close your topic here. This is because two different sites can give conflicting advice, which makes it harder for our helpers to provide quality help.

  • Last, but not least, be patient. I know it is very stressful to have a computer with a potential malware infection, but unfortunately it will take some time to get to your topic. We will, though, get to you and attempt to resolve your issues to the utmost of our ability.


Thank you and have a nice day!

The Bleeping Computer Staff

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#2 Grinler

Grinler

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Posted 05 February 2010 - 03:30 PM

Bump to reset order.




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