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robinb9

Wierd- can someone please help

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one of my clients got a warning he was infected by something

I am in the middle of doing a scan for him and this is what is going on.

Also seems I cannot open Malwarebytes nor firefox- says they are missing the main dll needed to open it

here is a picture of what is going on as the scan is going on right now

can anyone please help me

it is showing over 97,000 registry items

also i cannot seem to upload the picture i took

saing "the server returned an error during upload

so i can show it to you

thanks

robin

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From what im hearing it might be a Rootkit because it will mess up your internet and other servers

Honestly,I do not know how to handle this problem

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Shut down SUPERAntiSpyware, restart, then try scanning again and see if the same thing happens.

ok i just shut it down and am re booting

btw malwarebytes will not open

microsoft office is having problems opening also

firefox will not open too

i will tell you what happens when she reboots

MSE is showing no viruses

robin

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ok did a new scan it was ok but it did quarantine a bunch of those registry files

look here http://imgur.com/LTDrQ

i have the log but i cannot upload it here- same problem

robin

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office is 2003 says it is corrupted and will not work

malwarebytes is gone- says it is not there anymore

firefox will not open

what the heck is going on??

robin

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ok i was able to reinstall malwarebytes

firefox is still dead will try to reinstall it

office2003 is stil not working

what am i to do with the all those reg files that superantispyware has in quarenatine?

and why did it do this????

i would like to send you the log but it is huge

where can i send it via email?

robin

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You should restore the reg. keys, you should definitely back up any important files before you attempt to restart the computer just in case. Not sure what's going on but you may want to reinstall Windows. If you'd like you can create a support ticket and we'll send you a diagnostic to run on that computer to check for any undetected malware.

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ok where do i do a support ticket since i need to do it on her computer

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superantispyware.com/csr, site is going to be down for maintenance for a couple hours though. You can create the ticket on any computer, you will just need to run the diagnostic on that computer.

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i just restored all those items

this is a brand new machine and they rarely go anywhere to have this happen to them

robin

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superantispyware.com/csr, site is going to be down for maintenance for a couple hours though. You can create the ticket on any computer, you will just need to run the diagnostic on that computer.

within the program superantispyware?

robin

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ok i found it, i was am going to put my email address so you can email me what is going on since my client has no clue what to do but it just sent it without asking for an email address

i assume you will have their info so you can email them?

robin

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can you please email me what is going on with superantispyware to do this? when you look at her diagnostic?

robin

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No you'd go to superantispyware.com/csr in a web browser, it will take you to the ticket creation page and ask for your name, email, description of the problem, etc. The website is down currently though. We will issue you a diagnostic and you'll run it on the infected computer.

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ok i will re do that, so far everything looks ok

office is now working

firefox is reinstalled

and working

so is malwarebytes

if this keeps happening i will have no recourse to remove superantispyware pro off her system

or at least take off real time protection and have it run manually

robin

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do you know when that site is coming back up? I am only going to be here for a while, I just recently got out of the hospital and i am still not feeling so good so by my time 8pm EST i am going to sleep

i guess i will check back tomorrow

robin

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Ok I put in a support ticket this morning and have not heard anything yet

 

 

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