Does your client have a backup ?...reason I am asking is because if he does, I would be tempted to clear all the restore points to reduce the possibility of reinfection. If you decide to go this way, it may be best left until we have run the following scans. I will leave that decision in your capable hands.
In the meantime, ::
Please download Rkill (courtesy of BleepingComputer.com) to your desktop.
There are 2 different versions. If one of them won't run then download and try to run the other one.
You only need to get one of these to run, not all of them. You may get warnings from your antivirus about this tool, ignore them or shutdown your antivirus.
iExplore.exe (renamed rKill.exe): http://www.bleepingcomputer.com/download/rkill/dl/11/
* Double-click on the Rkill desktop icon to run the tool.
* A black DOS box will briefly flash and then disappear. This is normal and indicates the tool ran successfully.
* If not, delete the file, then download and use the one provided in Link 2.
* Do not reboot until instructed.
* If the tool does not run from any of the links provided, please let me know.
Please Download AdwCleaner
* Close all open programs and internet browsers.
* Double click on adwcleaner.exe to run the tool.
* Click on the Scan button.
* When the scan has finished click on the
* NOTE : Your computer will be
rebooted automatically. A text file will open after the restart.
* Please post the contents of that logfile with your next reply.
* You can find the logfile at C:\AdwCleaner.txt as well.
Once I OK the log, please click the Uninstall button to fully remove all
Please download Junkware Removal Tool to your desktop.
Shut down your protection software now to avoid potential conflicts.
Run the tool by double-clicking it. If you are using Windows Vista, 7, or 8; instead of double-clicking, right-mouse click JRT.exe and select "Run as Administrator".
The tool will open and start scanning your system.
Please be patient as this can take a while to complete depending on your system's specifications.
On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
Post the contents of JRT.txt into your next message.
Please scan your computer with ESET Online Scanner
Disable active Antivirus and Antimalware programs How To Temporarily Disable Your Anti-virusHow To Temporarily Disable Your Anti-virus
This scan is best performed with Internet Explorer, as it uses ActiveX
If you will not use Internet Explorer, then please read item 3 in this post
1 - Open Internet Explorer and hold down Control (Ctrl) key and click on This Link to open ESET OnlineScan in a new window.
2 - Click the ESET Online Scanner button.
3 - For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)
a - Click on eset.exe to download the ESET Smart Installer. Save it to your desktop.
b - Double click on the icon on your desktop.
5 - Click the Start button.
6 - Accept any security warnings from your browser.
7 - Under scan settings, check "Scan Archives" and "Remove found threats"
8 - Click Advanced settings and select the following:
* Scan potentially unwanted applications
* Scan for potentially unsafe applications
* Enable Anti-Stealth technology
9 - ESET will then download updates for itself, install itself, and begin scanning your computer.
10 - Please be patient as this will take some time (first time scans are always longer).
11 - When the scan completes, click List Threats
12 - Click Export, and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
13 - Click the Back button and then Click the Finish button.
NOTE:Sometimes if ESET finds no infections it will not create a log.
If you lose the log it can be found at C:\Program Files\ESET\EsetOnlineScanner\log.txt
If no infections are found then please tell me -
You can ignore any ESET detection of AdwCleaner...it is a false positive detection.
Edited by Condobloke, 23 November 2013 - 06:11 PM.
Condobloke ...Outback Australian
fed up with Windows antics...??....LINUX IS THE ANSWER....I USE LINUX MINT 18.3 EXCLUSIVELY.
“A man travels the world in search of what he needs and returns home to find it."
It has been said that time heals all wounds. I don't agree. The wounds remain. Time - the mind, protecting its sanity - covers them with some scar tissue and the pain lessens, but it is never gone. Rose Kennedy