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Welcome to the Malware Removal Forum.

I want you to run TDSSKiller so refer to the below for how to do so.

TDSSkiller - How to run

Then you must continue on with these instructions.

Please read ALL of this message including the notes before doing anything.

Pleases follow the instructions in the below link:

READ & RUN ME FIRST. Malware Removal Guide


and attach the requested logs when you finish these instructions.

• **** If something does not run, write down the info to explain to us later but keep on going. ****
• Do not assume that because one step does not work that they all will not. MGtools will frequently run even when all other tools will not.

• After completing the READ & RUN ME and attaching your logs, make sure that you tell us what problems still remain ( if any still do )!

Helpful Notes:

1. If you run into problems trying to run the READ & RUN ME or any of the scans in normal boot mode, you can run the steps in safe boot mode but make sure you tell us what you did later when you post logs. See the below if you do not know how to boot in safe mode:
   
   • Starting your computer in Safe mode
2. If you have problems downloading on the problem PC, download the tools and the manual updates for SUPERAntiSpyware and Malwarebytes ( links are given in the READ & RUN ME) onto another PC and then burn to a CD. Then copy them to the problem PC. You will have to skip getting updates if (and only if) your internet connection does not work. Yes you could use a flash drive too but flash drives are writeable and infections can spread to them.
3. If you cannot seem to login to an infected user account, try using a different user account (if you have one) in either normal or safe boot mode and running only SUPERAntiSpyware and Malwarebytes while logged into this other user account. Then reboot and see if you can log into the problem user account. If you can then run SUPERAntiSpyware, Malwarebytes, ComboFix and MGtools on the infected account as requested in the instructions.
4. To avoid additional delay in getting a response, it is strongly advised that after completing the READ & RUN ME you also read this sticky:
   • Don't Bump! It Only Hurts You!!!

Any additional post is a bump which will add more delay. Once you attach the logs, your thread will be in the work queue and as stated our system works the oldest threads FIRST.
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Re running what exactly? If you have already followed our procedures then attach the logs. We do not want you running scans twice.

 

C:\Users\Your Name\AppData\Roaming\SUPERantispyware.com\SUPERantispyware\Logs\Your log will be found here... (If on win 7 or vista)

Combofix ---> C:\Combofix.txt
MGTools ---> C:\MGlogs.zip

 

What happened? :confused

 

The log is very incomplete. Are you able to boot into safe mode at all?

 

Let me know how you get on.

 

You commented that you thought you made a mistake? In what way may I ask?

• Did you run a script with Combofix un-assisted perhaps?
• Did you mean that Combofix itself made the mistake and not you?
• Perhaps it then deleted files? If so did you note what it was deleting?
• Was there any kind of rootkit activity that you noticed that CF could have reported?

 

I am seeking further advice from my colleagues. I appreciate your patience.

 

Now, we have had a discussion and Chaslang wonders whether perhaps TDSSKiller may have removed an infected system file perhaps? MGTools definately will not cause any damage as it's just a scanner, it makes no deletions whatsoever. Let me know what happened when and if you ran TDSSKiller as it was my very first instruction.

 

They could, so you should first do the backup, then reformat and do a clean install. Then install all your protections software and then do scans on the external drive to be sure it is clean before you reinstall the backups.

 

Let us know how you make out.