I take it this is a business computer?
If so, I strongly recommend you to ask your IT suppport/network Administrator to fix this. After all they are paid to do so.
I ask this for several reasons:
- There may be restrictions and modifications installed on such machines that could be damaged or altered by the actions we take to remove Malware.
- Any infection could jump terminals in a computer network.
- There may also be legal issues regarding any loss of business data that I do not wish to deal with.
- Some people who come here use their computers for work, and the computers may contain the patient records of a physician or the financial records of an accountant's clients or credit card and bank account information of their employer's customers.
- There may be tremendous risks and legal liability for such users for not fully securing the computer. We will not know this unless we ask. We do not want to be accidentally putting those we help in vulnerable positions for law suits.
- Business factors outweigh technical factors in making the reformat and reinstall decision. Sometimes friends give missing CDs or lack of expertise as a reason for not doing a reformat and reinstall.
- The cost of replacing missing Windows XP and MS Office CDs and getting an Microsoft Certified Systems Engineer to come in for 3 hours to do the reinstall and apply all the critical updates, is trivial compared with the potential cost of a multi-million dollar lawsuit for breach of trust if confidential client or patient information is disclosed.
- In specific situations where highly confidential information about others is on the computer, and a backdoor virus or trojan is found, we are helping people more by identifying that they have a backdoor trojan which puts them in a particularly vulnerable situation and sending them to seek local professional help from a Microsoft Certified Systems Engineer or Certified Information Systems Security Professional or Global Information Assurance Certification Certified Security Expert or Certified Computing Professional or Internet Service Provider than we would be trying to fully resolve their problems long distance.
If this is not an option or you wish to try and continue, you will need to follow the instructions in This Guide
starting at Step 6
Once the proper logs are created, then make a NEW TOPIC
and post it HERE
Please include a description of your computer issues and what you have done to try to resolve them.
If you can produce at least some of the logs, then please create the new topic and explain what happens when you try to create the log(s) that you couldn't get. If you cannot produce any of the logs, then still post the topic and explain that you followed the Prep. Guide, were unable to create the logs, and describe what happens when you try to create the logs.
I should finally warn you that malware removal is a hazardous undertaking, especially in this sort of situation. We will take care not to knowingly suggest courses of action that might damage your computer. However it is impossible for us to foresee all interactions that may happen between the software on your computer and those we'll use to clear you of infection, and we cannot guarantee the safety of your system