Trojan detected and then disappeared
A BD scan today flagged up trojan.heur.snakey.1.gen but hadn't taken any action. While I was researching it online the scan report and Notification just disappeared?? Another scan didn't flag it. I a little worried that BD may be compromised. I applied password control to changes in BD but e.g. the criteria for scanning Archives keeps defaulting to don't do them and the same with Boot sectors. Any help would be appreciated.
Comments
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Hello.
Scan (and disinfect, if needed) your PC with Bitdefender Rescue Environment:
Next, restart your PC.
If the steps provided above didn't help, do the following steps:
1. Take screenshot(s) of the issue,
2. create a log file on your Windows device using Bitdefender Support Tool, by following these steps:
and
3. create a log file on your Windows device using BDsysLog, by following these steps:
4. Next, contact Bitdefender Consumer Support by e-mail:
with short description of the issue.
After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.
Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log files you already created in the first step.
Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.
Remember that the screenshot(s) and the log files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.
NOTE: If any of the log file is larger than 25MB, you can upload the log file here:
After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.
Regards.2 -
In addition to what @Gjoksi said, also try to clear temp and prefetch files. Most of the time, the system or installed applications create temp files.
Open the Run command and execute the following commands one by one:
temp – delete all the files in the folder.
%temp% – delete all the files in the folder.
prefetch – delete all the files in the folder.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
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Reply from BD support to say that after analysis the log file BDsysLog didn't throw up any concerns. The problem is that all further scan don't detect the TROJAN?? But I am getting strange things happening such as: browser very slow, unable to access some sites etc. the affects come and go though. There is one thing I've noticed and that is that the Number of Threat Information Updates category at the end of a BD scan log has decreased from 15+ million to 14+ million, this seems to rebel against logic. I'll try the BD Rescue Environment. BTW having probs. with Safe Mode, the usual Bitlocker nonsense!
Regards and thanks guys
PS have deleted the temp and prefetch files as suggested.
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