How to remove the infection?

Dan_Perth · August 2022

Seems I have been infected with JS:Trojan.Cryxos.5957 and it was moved to quarantine.

In 'Safe Mode' I deleted the main directory competely - \AppData\Local\Packages\Appleinc.iCloud

and all associated files. I uninstalled Icloud completely, including Outlook connection data.

Re-booted, System Scan - ALL CLEAR.

Re-installed and just in case -> System Scanned again. Whilst scanning, nothing appeared in the scanning window, however, pop-up appeared - Same files - same virus??

I did recycle and thrashed. Opps as I speak - popup Threat detected. But if I scan nothing ALL Clear?

Help

Gjoksi · August 2022

Hello.

-- STEP 1 --

First, take screenshot(s) of the issue,

create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

and

create a log file on your Windows device using BDsysLog, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1922/

Next, contact Bitdefender Consumer Support by e-mail:

https://community.bitdefender.com/en/discussion/91918/bitdefender-websites-and-bitdefender-consumer-support-contacts

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.

-- STEP 2 --

You could perform a scan with these FREE malware removal tools:

Kaspersky Virus Removal Tool 2020

https://www.kaspersky.com/downloads/free-virus-removal-tool

ESET Online Scanner

https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

F-Secure Online Scanner

https://download.sp.f-secure.com/tools/F-SecureOnlineScanner.exe

Malwarebytes AdwCleaner

https://adwcleaner.malwarebytes.com/adwcleaner?channel=release

-- STEP 3 --

You can report the file(s) as false positive to Bitdefender Labs here:

https://www.bitdefender.com/consumer/support/answer/29358/

After doing step 1 and step 3, you should wait a response from the malware researchers at Bitdefender Labs.

Regards.

Dan_Perth · August 2022

Thanks - Using the Bitdefender Support Tool - Let's see the outcome. FYI I used the Kaspersky Virus Removal Tool 2020 - using safe mode in execution - plus FULL scan all files - Didn't find a thing??

But it is definitely still there?

Gjoksi · August 2022

Hello again.

Don't forget to generate the BDsysLog log file and send it to the Bitdefender Consumer Support.

"BDsysLog is a malware analysis tool created by Bitdefender Labs. It performs a deep scan of critical system areas to enable security experts to identify evasive and unknown malware threats on your PC."

Could be a false positive.

Anyway, in all cases you should wait for a response from the Bitdefender Consumer Support.

Best regards.