Help....

[sophie07]

Hi..
my computer running windows vista 32 bit ,and last week has catch the virus (trojan /win32), i have asked Microsoft support for help , they recommended me to download ESET free trial , i did and after scaning Eset has catch the viruse in memory but showing me message that unavailable to remove..
what can i do?

[Marcos]

Could you please paste the appropriate record from your Threat log here? In case of memory infections, the recommended course of action is to contact ESET's viruslab or Customer care and provide them with a SysInspector log as well as the Threat log record(s).

[sophie07]

Operating memory - Win32/Olmarik.TDL4 trojan - unable to clean
C:\pagefile.sys - error opening
C:\System Volume Information\{3808876b-c176-4e48-b7ae-04046e6cc752} - error opening
C:\System Volume Information\{3c8cbe60-907f-11e1-a0b4-001e334f08e3}{3808876b-c176-4e48-b7ae-04046e6cc752} - error opening

and lots of error openings..
i couldn't take screenshot..

what can i do

[Janus]

Hey sophie07
Just a suggestion from one user to another , It could be the case that the infected file is in use by another program or could be locked in memory. In that case, you could run a scan in safe mode. On how to do that trick ,see this guide: http://kb.eset.com/esetkb/index?page...nt&id=SOLN2272
Hope the best

[sophie07]

i did what you has recommended, when scanning starts takes to 45% and computer self switches off .. i tried to do several times same scan , ones was to 94% and after again switched off .. cann i repeat these action again? or is some an other way ?

[ESS3]

http://download.eset.com/special/EOl...dl4Cleaner.exe
http://kb.eset.com/esetkb/index?page...nt&id=SOLN2372

[Janus]

Hello again sophie07
As already suggested in post "2" I think you should contact your local Eset support. They will certainly guide you through your troubles.
This is the link to your UK-Based Customer Support. As you can see they offer phone support.

[sophie07]

thank you Janus ..

[sophie07]

ESS3- i did what you has recomended , but after that can't restart my computer...

[patch]

Originally Posted by sophie07

last week has catch the virus (trojan /win32),... but showing me message that unavailable to remove..
what can i do?

I would never feel safe using a computer after a genuine significant infection so would always reformat the disk and do a clean install.

[encus]

Originally Posted by patch

I would never feel safe using a computer after a genuine significant infection so would always reformat the disk and do a clean install.

I agree even though I know it'll be so painful. Good luck.

[FanJ]

In general:

Which lessons can be learned from this?

1.
Follow the advice from ESET in those cases to get as soon as possible in contact with ESET's viruslab or Customer care and provide them with a SysInspector log as well as the Threat log record(s).

These links should always be included:

Contact Customer Care
http://www.eset.com/support/contact/

How do I create a SysInspector log and submit it to ESET Customer Care for analysis?
http://kb.eset.com/esetkb/index?page...nt&id=SOLN2219

2.
Or point folks to dedicated security forums where they get step-by-step guidelines to try to get their computer desinfected.
See http://www.wilderssecurity.com/showthread.php?t=42148

3.
Other lessons?

[patch]

Originally Posted by FanJ

In general:
3.
Other lessons?

If you think you have a significant infection, take a copy of any important data (documents you created, photos etc), without deleting older backups. Ideally you should have a separate ongoing backup system in place but if not this may well be your last chance. Best to do this early as your attempts to fix the virus may well make things worse.

[Janus]

Hey FanJ
I must admit, you have a really good point in your above post .
Maybe it should be a candidate to a sticky post.