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Everyone MUST read this BEFORE posting for help in this forum

Discussion in 'Virus & Other Malware Removal' started by Cookiegal, Aug 15, 2010.

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  1. Cookiegal

    Cookiegal Administrator Malware Specialist Coordinator Thread Starter

    Aug 27, 2003
    Before beginning the cleanup process, it's very important that you back up all of your important data such as documents, photos, music, emails, etc. to other media such as CDs or an external hard drive. An infected computer can be highly unstable and even a healthy one can crash and become unbootable at any time for a number of reasons so you should regularly back up anything that you wouldn't want to lose.

    Also, many infections these days allow hackers to take control of your computer and obtain passwords and other sensitive information it may contain. With any infection, you should immediately change all passwords for logins, especially if you use your computer for banking and/or other types of financial transactions, but you must do so from a clean computer and not use the infected one for any such purposes.

    Now you are ready to begin the cleanup process. Please follow the steps outlined below and include the requested information in your initial post.

    1. It's important that the Malware Removal Specialists and Trainees know what operating system you're running in order to determine which tools they will be using during the cleanup process. When you start your new thread, you will be prompted to download and run the TSG Sysinfo utility which provides some basic information about your system. Please include the resulting log in your initial post. If you missed the prompt and have already started your thread, please download the sysinfo.exe from the following link:


    2. In addition to the TSG Sysinfo report, please provide a detailed description of the problems or symptoms you are experiencing along with any steps that you have already taken before posting for assistance.
    Once you've posted the requested information please be patient and wait for assistance. Our qualified helpers are all volunteers who are very busy and they will try to get to you as soon as possible. If you haven't received a reply within 48 hours, you can add a post to your thread that will simply "bump" it back up to the top where it's more likely to be noticed.

    Other Important Notes:

    There are two types of "helpers" who are qualified and authorized to assist in the Virus & Other Malware Removal forum; Malware Removal Specialists and Malware Removal Trainees. Please note that Trainees are in training at other sites and work here under the supervision of their teaching experts as part of the learning process so all of their replies have to be approved by their teachers before they can be posted.

    When you start a new thread in the Virus & Other Malware Removal forum, you will see the word "New:" to the left of your thread title. This indicates to the Specialists and Trainees that you are still awaiting assistance. The "New:" indicator will remain there, even if you reply back to your thread to add additional information or to bump it up after waiting at least 48 hours, until a Malware Removal Specialist or Trainee replies. Once a "helper" starts working with you, they will change that indicator to read "In Progress:" so that other helpers will know that you are now receiving assistance. Please follow your helper's instructions carefully and provide any requested information or logs in a timely manner.

    When the matter is solved then you should click on the "Mark Solved" button that appears to the right of the Reply button both at the top and and at the bottom of the thread so that the indicator can be changed to read "Solved:".

    Threads will automatically close after 45 days of inactivity (meaning no further posts have been made).


    Please do not request assistance for corporate/company owned computers. Many changes/deletions are made during the cleanup process, some of which may involve uninstalling programs, deleting folders/files, changing settings and/or removing policies etc. As we have no way of knowing for sure if these are actually needed for company operations, malware issues in these cases should be handled by your own IT Departments in order to avoid any undesirable results.
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