If you cannot use the Internet or download any required programs
to the infected machine, try downloading them from another computer (family member, friend, library, etc) with an Internet connection. Save to a flash (usb, pen, thumb, jump) drive or CD, transfer to the infected machine, then install and run the program(s). If you cannot copy files to your usb drive, make sure it is not "Write Protected
Please download TFC
(Temp File Cleaner) by Old Timer and save it to your desktop.alternate download link
Note: It is normal for the computer to be slow to boot after running TFC cleaner the first time.
- Save any unsaved work. TFC will close ALL open programs including your browser!
- Double-click on TFC.exe to run it. If you are using Vista, right-click on the file and choose Run As Administrator.
- Click the Start button to begin the cleaning process and let it run uninterrupted to completion.
- TFC will clear out all temp folders for all user accounts (temp, IE temp, Java, FF, Opera, Chrome, Safari), including Administrator, All Users, LocalService, NetworkService, and any other accounts in the user folder.
- Important! If TFC prompts you to reboot, please do so immediately. If not prompted, manually reboot the machine anyway to ensure a complete clean.
Please download Norman Malware Cleaner
and save to your desktop.alternate download link
Note: For usb flash drives and/or other removable drives to scan, use the Add button to browse to the drives location, click on the drive to highlight and choose Ok.
- Be sure to read all the information Norman provides on the same page.
- Restart your computer in "Safe Mode".
- Double-click on Norman_Malware_Cleaner.exe to start the program.
- Read the End User License Agreement and click the Accept button to open the scanning window.
- Click Start Scan to begin.
- In some cases Norman Malware Cleaner may require that you restart the computer to completely remove an infection. If prompted, reboot and run the tool again to ensure that all infections are removed.
- After the scan has finished, a log file a log file named NFix_date_time (i.e. NFix_2009-06-22_07-08-56.log) will be created on your desktop with the results.
- Copy and paste the contents of that file in your next reply.
Please download Malwarebytes Anti-Malware
(v1.46) and save it to your desktop.Download Link 1Download Link 2MBAM may "make changes to your registry" as part of its disinfection routine. If using other security programs that detect registry changes (ie Spybot's Teatimer), they may interfere or alert you. Temporarily disable such programs or permit them to allow the changes.
- Make sure you are connected to the Internet.
- Double-click on mbam-setup.exe to install the application.
For instructions with screenshots, please refer to the How to use Malwarebytes' Anti-Malware Guide.
- When the installation begins, follow the prompts and do not make any changes to default settings.
- When installation has finished, make sure you leave both of these checked:
- Update Malwarebytes' Anti-Malware
- Launch Malwarebytes' Anti-Malware
- Then click Finish.
MBAM will automatically start and you will be asked to update the program before performing a scan.
- If an update is found, the program will automatically update itself. Press the OK button to close that box and continue.
- If you encounter any problems while downloading the definition updates, manually download them from here and just double-click on mbam-rules.exe to install.
On the Scanner tab:
- Make sure the "Perform Quick Scan" option is selected.
- Then click on the Scan button.
- If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
- The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
- When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
- Click OK to close the message box and continue with the removal process.
Back at the main Scanner screen:
Note: If MBAM encounters a file that is difficult to remove, you will be asked to reboot your computer so MBAM can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware.
- Click on the Show Results button to see a list of any malware that was found.
- Make sure that everything is checked, and click Remove Selected.
- When removal is completed, a log report will open in Notepad.
- The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
- Copy and paste the contents of that report in your next reply. Be sure to post the complete log to include the top portion which shows MBAM's database version and your operating system.
- Exit MBAM when done.