Help....

Discussion in 'ESET Smart Security' started by sophie07, May 1, 2012.

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  1. sophie07

    sophie07 Registered Member

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    :doubt:
    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? o_O
     
  2. Marcos

    Marcos Eset Staff Account

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    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).
     
  3. sophie07

    sophie07 Registered Member

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    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 doo_Oo_O
     
  4. Janus

    Janus Registered Member

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    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=content&id=SOLN2272
    Hope the best
     
  5. sophie07

    sophie07 Registered Member

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    :doubt: 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 ?
     
  6. ESS3

    ESS3 Registered Member

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  7. Janus

    Janus Registered Member

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    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.
     
  8. sophie07

    sophie07 Registered Member

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    thank you Janus ..
     
  9. sophie07

    sophie07 Registered Member

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

    patch Registered Member

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

    encus Registered Member

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

    FanJ Updates Team

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    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=content&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?
     
  13. patch

    patch Registered Member

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    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.
     
    Last edited: May 4, 2012
  14. Janus

    Janus Registered Member

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    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.
     
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