How to get help when malware can not be removed automatically

  • December 11, 2014
  • 4 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 by sending an email to [email protected] For personal and private email help, keep reading this page. For publicly visible forums where resolutions may help visitors later, please visit this forum post, which will explain how to submit a post and what information needs to be included.

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.

Let’s get started:

  1. If Emsisoft Anti-Malware or Emsisoft Emergency Kit is already installed on the computer, use it for these instructions. Otherwise, download Emsisoft Emergency Kit (direct link on our site). We recommend saving the file in an easy to find location such as your desktop, and not running it directly from the web browser. Run the saved EmergencyKitScanner.exe program to unpack it, by default to C:\EEK\. It should open automatically after the unpacking process is complete, but can be run manually by double-clicking its primary program, C:\EEK\Start Emergency Kit Scanner.exe.
  2. Open Emsisoft Emergency Kit or Emsisoft Anti-Malware. If you’re not sure how, instructions can be found here for Emsisoft Emergency Kit, or here for Emsisoft Anti-Malware.
  3. Click yes to update the Emsisoft program if it asks, or click the ‘Update now’ link in the lower right corner if it doesn’t, and wait for the update to finish. It is possible, especially with Emsisoft Anti-Malware, that no updates will be available since it keeps itself up to date automatically.
  4. On the Scan & Clean tile, select “Malware scan”. The scan will proceed automatically. When finished, click the “View report” button and save the file somewhere convenient if you prefer, such as your desktop, to be attached to your reply later. IMPORTANT: Do not quarantine or delete anything. We just want the scan log without anything being quarantined or deleted yet.
  5. If you forget to view and save the report, it is also saved automatically to C:\EEK\Reports\ if you unpacked Emsisoft Emergency Kit to the default location during install, or within the hidden folder C:\ProgramData\Emsisoft\Reports\ in the case of Emsisoft Anti-Malware.
  6. Exit Emsisoft Emergency Kit or Emsisoft Anti-Malware using the ‘x’ in the top right corner of the program.
  7. Download and run a scan with Farbar Recovery Scan Tool (FRST), by following the instructions at this help page.
  8. Attach the following logs to an email to [email protected], and we will reply as soon as possible:

Emsisoft Emergency Kit Scan log, named similarly to “scan_123456-123456.txt”, which can be found in the folder C:\EEK\Reports\ by default, or the location you saved it to earlier if you chose a different location.

FRST.txt, which can be found in the same folder the FRST program is in, and also the same file named with the scan date in C:\FRST\Logs\.

Addition.txt, which also can be found in the same folder the FRST program is in, and also the same file named with the scan date in C:\FRST\Logs\.

Note: If you are being helped in the Emsisoft support forums, please provide the topic link (web address of your topic) in the email.

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