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How to get help when malware can not be removed automatically

  • December 11, 2014
  • 5 min read

We will help!

At Emsisoft, we will help you remove malware from your computer, free of charge. This can be done via our support forums, or an email to [email protected], or start by using this page. For email, keep reading here. For forums, please visit this page: https://support.emsisoft.com/announcement/2-start-here-if-you-dont-we-are-just-going-to-send-you-back-to-this-thread/

Some guidelines to help the process go as smoothly and safely as possible:

Read and follow these instructions carefully:

NOTE: You may want to print these instructions for reference, since scans are best done when all web browsers are closed. This is an information gathering stage. We will begin guiding you through removing the malware once we review the contents of the logs.

Download two programs, and save them on your Desktop:

Please do not run these straight from your web browser. Save them instead, preferably to your desktop or other folder you can easily get to later on in the process.

Let’s get started:

  1. Double click EmergencyKitScanner.exe to ‘install’ EEK. It is a fully portable application that will not create an uninstall entry in Windows. Uninstall information can be found here.
  2. When the installation of EEK is complete the Emergency Kit scanner will run. If it does not, run the program manually by double-clicking on its main program file. By default, it will be here: C:EEKStart Emergency Kit Scanner.exe
  3. Click “Yes” to Update Emsisoft Emergency Kit, or click the “Update now” tile, and wait for the update to finish.
  4. On the scan tile, select “malware scan”. The scan will proceed automatically. When finished, click the “View report” button. Save the file somewhere convenient, such as your desktop, to be attached to your reply later.
  5. IMPORTANT: Do not quarantine or delete anything. We just want the scan log without anything being quarantined or deleted.
  6. Save the scan log somewhere that you can find it.
  7. Exit Emsisoft Emergency Kit.
  1. Double-click the downloaded FRST program to run it. When the tool opens click yes to the disclaimer if you wish to continue. Allow the program to update if it needs to. When it is ready, it will say “The tool is ready to use” in the upper-left corner. Make sure it has its checkboxes configured exactly like the image below:
  2. Press the scan button. Please note that the ‘fix’ button won’t do anything unless an expert has created a fix script specifically for your computer. Do not run any fix script with FRST that has not been provided by an expert specifically for you – doing so can be dangerous.
  3. Wait for the scan to finish. Usually this takes less than five minutes, but can be longer on some systems. FRST will automatically time out if 40 minutes has passed, so please wait regardless. When the scan is nearly finished, an alert will appear telling you FRST.txt is finished. Press OK.
  4. Wait again. The next alert will appear telling you that Addition.txt is finished. Press OK.
  5. Close both Notepad windows that appear, one for FRST.txt and one for Addition.txt.
  6. Farbar Recovery Scan Tool will have produced the following logs by default: FRST.txt and Addition.txt, and they can be found in the same folder the FRST program is in.
  1. Emsisoft Emergency Kit Scan log, named similarly to “scan_123456-123456.txt”, which can be found in the folder C:EEKbinReports if you did not save it somewhere more convenient earlier.
  2. FRST.txt, which can be found in the same folder the FRST program is in.
  3. Addition.txt, which also can be found in the same folder the FRST program is in.
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