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> **CLICK HERE AND READ ME BEFORE POSTING IN THIS FORUM**, What to do if you are infected and forum rules
dawgg
post 10.09.2008 12:37
Post #1


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Group: Moderators
Posts: 9300
Joined: 6.04.2006
From: London




Welcome to the Kaspersky Lab forum
This section of the forum provides help in identifying, removing malware and other general questions about malware.
Please note that this is not the official technical support service and the forum is staffed by volunteers- all advice given is free.
Be patient whilst waiting for a reply- there are no guaranteed turnaround times!
Please read the following rules and guidelines prior to opening a new topic in this section.

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Forum Rules:

● Do not post for help in other users topics. Click the "new topic" button on the top-right of the forum for help.
● Do not use foul language
● Do not post links to malicious websites or potentially malicious websites. Only do so if you break the link (remove the http:// part) and place it between tags like this
CODE
[spoiler]somebadsite.com[/spoiler]

● Avoid attaching malware or posting links to malware unless advised by a staff member. If malware is undetected or you suspect it to be malicious, send it to the lab instead. Instructions here
Please don't follow advice given in another topic unless advised by a qualified member to do so.
Do not give anyone on this forum software activation details such as the activation code, even when asked for it, unless the person is a member of the Kaspersky Lab team (identifiable by his status in the left information box next to his name). If someone asks for your activation code over PM, please contact a moderator or a KL employee and forward the PM to them.
● Please post in one topic only, do not create multiple topics on the same issue and do not cross post in other forums regarding the same issue.


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Posting a new topic- WHAT TO DO IF YOU ARE INFECTED
If you have a question please start your own topic by pressing the new topic button and avoid posting your issue in other users topics (hijacking a topic), except if it's dealing with an identical false positive.

When posting a new topic please follow these steps:
● Before starting, if your PC is infected with malware that Kaspersky can identify but can not remove attempt to do a scan in safe mode as it may be possible that the malware is inactive there and can be easily removed.
● Give the topic a name to individualize it and so that it's logical. Avoid naming your topics 'I am infected', 'Please help' and so on or they will be hard to distinguish.
● Describe your issue as best as possible including symptoms and file locations and malware name detected by Kaspersky or another security product. Posting screenshots of the popups shown by kaspersky would also help. Instructions on how to post screenshots can be found here.
● Mention the date the issue started and the initial symptoms you experienced.
● Post a screenshot of Detected > Active threats. Instructions on making a screenshot can be found here.
● If the location is a web address, remember to break the link and add spoiler tags (as mentioned above, in Forum Rules).
● Describe what steps have you taken (if any) in order to remove the problem, include the names of the 3rd party tools you have used.

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!!!Important!!!

(STEP 1 of 2) -Post a GSI log:
1. Click here to download the GetSystemInfo tool
2. Run getsysteminfo.exe, click run and click create report.
3. The log will be autouploaded and added to the clipboard with the default settings when you click send in the next window that opens.
4. Now add the link from the clipboard to your post about your issue, use "Insert link" and rightclick to add/paste the link in the clipboard.

5. Please see STEP 2 of 2 below for adding the second required log.

!!!Important!!!
(STEP 2 of 2)- Post a virusinfo_syscure.zip log using the AVZ tool:
● To create a KL_syscure.zip log using the AVZ tool, please CLICK HERE and follow the instructions

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The online webscan of Kaspersky anti-virus does not remove detected malware. If the online anti-virus scan detected malware on your PC, please download and install the latest Kaspersky Malware Removal Tool (AVPTool) from here

Install it by following the simple installation wizard and do a scan with it removing the detected items.


Offered Advice
After you post an AVZ log a helper will be along to provide a removal script and further steps. Follow advice regarding manual malware removal operations and/or script usage only from qualified members:
Global Moderators .........
Moderators ...................
Kaspersky Lab Personnel

Do not execute scripts written by unqualified users or it may have adverse effects.
Other users are of course welcomed to help in matters that don't involve manual malware removal operations or declaring a computer clean, such as helping with solving vulnerabilities, false positives (detected clean files) or false negatives (undetected malware).
Do not attempt to write a script yourself if you were not answered in a reasonable period of time (2-3 days), or it may have adverse effects. Instead try to add more information to your topic.
Do not follow guides and instructions to remove malware found through online searches, some guides may result in you putting more malware on your pc. Also do not offer such instructions for other users to follow. If you have any questions about those guides PM a moderator asking about them.
After a running a script a qualified member (see above in "Offered Advice") might ask for the quarantine created by different tools, please send it over PM (Private Message) and avoid sending it to other forum members even if they ask for it, be it on the forum or in a Private Message. To send a private message, click on the name of the user on the left side, next to his post and click send message.



We here don't encourage piracy since it's illegal (and a common cause for infections), so if we spot evidence of a pirated Kaspersky product on the PCs of users asking for help, we will deny further help and close the topic.
Official Technical Support can be found here

edit: more attention drawn to instructions for the two basic, preliminary logs.

This post has been edited by richbuff: 22.09.2014 16:29
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