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We'll begin with a general cleaning an online scan to see if any malware is revealed.
Please copy this page to Notepad and save to your desktop for reference as you will not have any browsers open while you are carrying out portions of these instructions.
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Next, please reboot your computer in Safe Mode by doing the following:
1) Restart your computer
2) After hearing your computer beep once during startup, but before the Windows icon appears, press F8.
3) Instead of Windows loading as normal, a menu should appear
4) Use the up arrow key to highlight Safe Mode and press Enter.
5) Login with your usual account. Make sure to close any open browsers.
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*WARNING* Cleanup deletes EVERYTHING out of temp/temporary folders and does not make backups. If you have any documents or programs that are saved in any Temporary Folders, please make a backup of these before running CleanUp! or move them to a permanent location.
Open Cleanup! by double-clicking the icon on your desktop (or from the Start > All Programs menu). Set the program up as follows:
*Click "Options..."
*Move the arrow down to "Custom CleanUp!"
*Put a check next to the following:
Press the CleanUp! button to start the program. Do NOT reboot/logoff when prompted.
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IMPORTANT: Do not open any other windows or programs while AVG Anti-Spyware is scanning, it may interfere with the scanning proccess:
Run AVG Anti-Spyware with it's updated definitions
...it's important that all windows must be closed)
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Reboot into Normal Mode.
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Please run this online scan to search for any remnants. It can take some time, so please be patient and allow it to run it's full course:
Perform an online scan with Internet Explorer with Panda ActiveScan
![]()
* Turn off the real time scanner of any existing antivirus program while performing the online scan
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Run a new scan with HijackThis and save the log.
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Please include the following in your next reply:
AVG Anti-Spyware results
Panda results
New HijackThis log
Please copy this page to Notepad and save to your desktop for reference as you will not have any browsers open while you are carrying out portions of these instructions.
******************************************************
Next, please reboot your computer in Safe Mode by doing the following:
1) Restart your computer
2) After hearing your computer beep once during startup, but before the Windows icon appears, press F8.
3) Instead of Windows loading as normal, a menu should appear
4) Use the up arrow key to highlight Safe Mode and press Enter.
5) Login with your usual account. Make sure to close any open browsers.
--------------------------------------------------------------------
*WARNING* Cleanup deletes EVERYTHING out of temp/temporary folders and does not make backups. If you have any documents or programs that are saved in any Temporary Folders, please make a backup of these before running CleanUp! or move them to a permanent location.
Open Cleanup! by double-clicking the icon on your desktop (or from the Start > All Programs menu). Set the program up as follows:
*Click "Options..."
*Move the arrow down to "Custom CleanUp!"
*Put a check next to the following:
- Empty Recycle Bins
- Delete Cookies
- Delete Prefetch files
- Cleanup! All Users
- Click on the "Temporary Files" and uncheck the box for "Scan drives for file matching" if it's checked.
Press the CleanUp! button to start the program. Do NOT reboot/logoff when prompted.
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IMPORTANT: Do not open any other windows or programs while AVG Anti-Spyware is scanning, it may interfere with the scanning proccess:
Run AVG Anti-Spyware with it's updated definitions
...it's important that all windows must be closed)- Click Scanner
- Click on the Scan tab
- Click Complete System Scan to begin scanning.
Once the scan is complete do the following: - If you have any infections you will prompted, **Please ensure it is set to Quarantine then select "Apply all actions"
- Once finished, click the Save report button, then click Save Report As and save it to your desktop. (make sure to remember where you saved that file, this is important).
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Reboot into Normal Mode.
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Please run this online scan to search for any remnants. It can take some time, so please be patient and allow it to run it's full course:
Perform an online scan with Internet Explorer with Panda ActiveScan
- Click on
located at the bottom of the page.
![]()
- A "pop up" window will appear. * Please ensure that your pop up blocker doesn't block it *
- Enter your e-mail address, country, and state & click "Free Online Scan" *The download of the 8 MB Panda's ActiveX control will take place*
- If it finds any malware, it will offer you a report.
- Please ignore any entry it finds and the offer to buy the program to remove the entry, as we will address this later.
- Click on
then click
![]()
![]()
* Turn off the real time scanner of any existing antivirus program while performing the online scan
--------------------------------------------------------------------
Run a new scan with HijackThis and save the log.
--------------------------------------------------------------------
Please include the following in your next reply:
AVG Anti-Spyware results
Panda results
New HijackThis log
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