How To Remove Viruses?
Hello!
I do not know where to start.
In early April, I asked for help in the treatment of virus - I have an obvious problem with the wi-fi connection - did not work one of the Internet protocols. I was told that I have a problem with the settings of your computer. The next day I learned about the virus, acting just as I have not connected internet (kaspersky associated with tcp / ip v6 protocol). I have used other scanners that have found several viruses, the most suspicious I sent in bitdefender. I was told that a response within 48 hours. However, only a week later responded, saying that if necessary, add a detective.
I found a few days later some of the same type of infected files (kazy), who was unable to Bitdefender, but implemented the recommendations in this case. They did not help, so I asked for help in Bitdefender. During this time the virus began to multiply, and now I have several times more virus (kazy), more than 72 hours and I have not received any response from Bitdefender. As a result, I-virus and without the support of bitdefender, despite the fact that they promised to reply within 48 hours .
The situation looks strange, not knowing at whose expense claims relate - software, support, does not reach the post office?
Comments
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Hmmm... ticket-0, chat-0 forum-0. The product goes to a virtual machine!
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Hi Geber,
Have you contacted us via email? I have checked the email address used for this forum account and I couldn't find a ticket in the system.
Please post back with your ticket ID and I will gladly assist you.0 -
Hi, have my doubts also. Tried to contact on 17/04 and got reply 26/04. Total unacceptable.Not even an automated mail that they got my helprequest and will get a reply. So after several tries true mail, program and their site for 9 days nothing, and then getting an answer that does not apply properly.
Suggesting all of the trojan horses, 7different in total, after downloading the installer is a fals positive is a wrong thing to do. Does a false positive prevents systemrestore? But this is what happened after downloading via the installer,even with a VPN.
And give me the advice to UNinstall other AV, when NONE is installed, as this can cause troubles...Is a little to much of nonsense.
Nobody is perfect, so no program is perfect, but pretending everything is O.K. is a FALSE positive. Why I got a BSD? Why my Paypal is comprimised?
My ticket: ID:20130422100016210 -
Hi,
@ Mastentop :
Firstly I would recommend you to read this Microsoft article about how Antivirus software and System Restore work together:
http://support.microsoft.com/kb/831829
I also found your tickets in the system:
- the first one was [2013040410003421], submitted on 04/04/2013. The Customer Service team replied to your email the next day, 05/04/2013.
- as for the second ticket ID [2013042210001621] / 22/04/2013, I see my colleagues contacted the Bitdefender labs the same day and they emailed you back as soon as they received a response from the labs, on 26/04/2013.
After reading the article recommended on top of this post, if you still think that your PC is infected but Bitdefender does not detect any malware, please follow these steps:
1. Save and extract the BDSYS tool to a location of your choice:
http://www.bitdefender.com/files/Knowledge.../BDSysLog_i.exe
2. Make sure you close all active applications and then run "BDSysLog_i.exe"; If you receive a firewall alert,select to Allow the application to connect;
3. Click the "Create log" button to start generating the log; A progress bar is indicating that the tool is creating the report;
4. When the small window appears with the message "Log saved" then the report is complete and a new file named "bdsyslog.zip" has appeared on your Desktop;
5. Please please generate also a support tool log to check if there are other security solutions installed on the same PC:
http://forum.bitdefender.com/index.php?showtopic=29927
6. Upload the results (the support tool archive and the bdsys log) to one of the online file hosting servers mentioned below or use one of your own and post here the download links.
We will get back to you as soon as the analysis is complete. Thank you for your cooperation and have a beautiful Sunday!0 -
Hi,
@ Mastentop :
Firstly I would recommend you to read this Microsoft article about how Antivirus software and System Restore work together:
http://support.microsoft.com/kb/831829
I also found your tickets in the system:
- the first one was [2013040410003421], submitted on 04/04/2013. The Customer Service team replied to your email the next day, 05/04/2013.
- as for the second ticket ID [2013042210001621] / 22/04/2013, I see my colleagues contacted the Bitdefender labs the same day and they emailed you back as soon as they received a response from the labs, on 26/04/2013.
After reading the article recommended on top of this post, if you still think that your PC is infected but Bitdefender does not detect any malware, please follow these steps:
1. Save and extract the BDSYS tool to a location of your choice:
http://www.bitdefender.com/files/Knowledge.../BDSysLog_i.exe
2. Make sure you close all active applications and then run "BDSysLog_i.exe"; If you receive a firewall alert,select to Allow the application to connect;
3. Click the "Create log" button to start generating the log; A progress bar is indicating that the tool is creating the report;
4. When the small window appears with the message "Log saved" then the report is complete and a new file named "bdsyslog.zip" has appeared on your Desktop;
5. Please please generate also a support tool log to check if there are other security solutions installed on the same PC:
http://forum.bitdefender.com/index.php?showtopic=29927
6. Upload the results (the support tool archive and the bdsys log) to one of the online file hosting servers mentioned below or use one of your own and post here the download links.
We will get back to you as soon as the analysis is complete. Thank you for your cooperation and have a beautiful Sunday!0 -
Results uploaded as needed. Thanks for the reply. Hope this works out.
Till soon
Mastentop0 -
Hello,
In order to be able to assist you, please run a System Scan task with Bitdefender and send us the resulting scan report.
[how to GENERATE A SYSTEM SCAN LOG in Bitdefender]
http://www.bitdefender.com/support/How-to-...n-log-1182.html
Attach the scan log in your next reply.
We are looking forward to hearing from you!0
