In rare cases, a system may be so heavily infected with highly sophisticated malware that the program may be unable to remove the infection. This can also occur with other vendors’ security programs, as some types of malware are notoriously difficult to remove. Emsisoft offers a 100% malware removal guarantee and our experts are always available and happy to help you with removing stubborn infections.
If Emsisoft Anti-Malware is unable to remove an infection, you will see a message indicating that something could not be removed, or may be dangerous to remove automatically when you attempt to “Delete objects” or “Quarantine objects” after a scan or alert.
Before contacting us, please read the following article, as it outlines the information we will need before proceeding with malware removal: How to get help when malware cannot be removed automatically. We can help via our support forum or email to [email protected] You can also search for a similar issue with a solution on our support forum if the same infection has already been covered, but keep in mind many situations involve multiple types of malware simultaneously.
If the detection involves a file or files that you’re sure should not have been detected, please read our article about false positives, which includes how to report them.
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