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michelleclive
michelleclive, Computer Support Specialist
Category: Microsoft Office
Satisfied Customers: 4675
Experience:  Indept expertise on MS Office package
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My laptop is apparently getting a trojan horse every minute

Customer Question

My laptop is apparently getting a trojan horse every minute [according to AVG antivirus software]. If I disinfect and delete the message, the next one arrives 10 seconds later. How do I stop this?
Submitted: 2 years ago.
Category: Microsoft Office
Expert:  michelleclive replied 2 years ago.
Customer:

Hi, My name is ***** ***** i will be assisting you

Customer:

please let me know the operating system installed on yor computer

JACUSTOMER-sc0hil9v- :

Window 8.1

Customer:

Your computer seems to be heavily infected by trojan viruses and avg is seems to be removing it but apparently it is duplicating itself

Customer:

we can run few tools to fix this issue

Customer:

would you like me to do this via remote access service

JACUSTOMER-sc0hil9v- :

ok

Customer:

or shall i share the steps

JACUSTOMER-sc0hil9v- :

share the steps please

Customer:

ok i will list down the tools

Customer:

you need to download , save and run each one of them in the sequence listed

JACUSTOMER-sc0hil9v- :

ok

Customer:

all of these are free tools so need not pay anything while downlaoding

Customer:

lets get started

JACUSTOMER-sc0hil9v- :

please

Customer:

Rkill Download..click on this link and in page that opens click on bluee button that says [email protected] computer

Customer:

download, save and run the file

Customer:

let me know once done

JACUSTOMER-sc0hil9v- :

should i click anything else

Customer:

have you run the rkill tool

JACUSTOMER-sc0hil9v- :

no, it hasn't downloaded

Customer:

you need to click here

Customer:

in the page that opens click on download @bleeping computer option

Customer:

run\open the file

Customer:

let me know once done

JACUSTOMER-sc0hil9v- :

I had to go to downloads to find it, but i've run it now

JACUSTOMER-sc0hil9v- :

got a command prompt box

Customer:

ok...has it completed running

JACUSTOMER-sc0hil9v- :

the command prompt box is now running something fast

Customer:

ok..let me know once it finishes

Customer:

also in the meanwhile i would like you to know that if avg blocks any of these tools, please allow avg to run these tools

JACUSTOMER-sc0hil9v- :

I'm not reaching you

Customer:

are you getting my messages

Customer:

has the command box of rkill closed

JACUSTOMER-sc0hil9v- :

yes program finished

Customer:

ok great

Customer:

now lets run the next tool

Customer:

click here

JACUSTOMER-sc0hil9v- :

ok

Customer:

in the page that opens click on green button for downlaod now

Customer:

run the file

Customer:

once its installed, run a quick scan

Customer:

let me know once the scan starts

JACUSTOMER-sc0hil9v- :

Is this right? it says TUNEUP PRO

Customer:

no

Customer:

its malware bytes

JACUSTOMER-sc0hil9v- :

I'll try again

Customer:

wait

Customer:

i will share apic of where you need to click on

Customer:

Full Size Image

Customer:

Full Size Image

Customer:

please click on green button that says download now

JACUSTOMER-sc0hil9v- :

I thought i had done that, but only ran tune up pro

Customer:

ok would you like me to remote access and do this for you

JACUSTOMER-sc0hil9v- :

the link to the pic didn't work

Customer:

this is an alternate link

JACUSTOMER-sc0hil9v- :

got it now

JACUSTOMER-sc0hil9v- :

will run it

Customer:

ok

JACUSTOMER-sc0hil9v- :

it want me to close everything, but I need this page to reach you

Customer:

you can reopen this page from just answer email by clicking on view answer

Customer:

you can keepthis page open however

Customer:

it will run without issues

JACUSTOMER-sc0hil9v- :

ok

JACUSTOMER-sc0hil9v- :

setup wizard complete

Customer:

great

Customer:

now run a quick scan

JACUSTOMER-sc0hil9v- :

the page has disappeared

Customer:

once the scan completes, it will show the infected files...you need to select all of them and click on remove\delete

Customer:

you can open it ..in the search box type malware bytes

Customer:

click on it to open it

JACUSTOMER-sc0hil9v- :

that must be the wrong searchbox

Customer:

click strat..programs and then find malwarebytes in the list of installed programs

JACUSTOMER-sc0hil9v- :

ok

JACUSTOMER-sc0hil9v- :

scan runninng

Customer:

ok

Customer:

once it completes, you will see the list of infected files....select them..check manually that each check box is checked...then click on remove\delete

JACUSTOMER-sc0hil9v- :

could it be stuck?

Customer:

no

Customer:

it takes time

Customer:

10-15 mins ...mayebe more

Customer:

depends on the severity of the infection

JACUSTOMER-sc0hil9v- :

41307 files scanned hasn't changed for ages

Customer:

it will progress dont worry

JACUSTOMER-sc0hil9v- :

good changed now

Customer:

ok

JACUSTOMER-sc0hil9v- :

done. Should I quarantine all or view results?

JACUSTOMER-sc0hil9v- :

But AVG is still finding Trojan horses

Customer:

click on view results

Customer:

then you will see a list of entries with check boxes

Customer:

do you see that

JACUSTOMER-sc0hil9v- :

there was a list - I selected quarantine all

Customer:

ok

Customer:

now you need to restart computer to finalise the removal

JACUSTOMER-sc0hil9v- :

now I have scan log

Customer:

after reboot please reopen this chat from just answer email by clicking on view answer

Customer:

you can close the scan log

JACUSTOMER-sc0hil9v- :

ok

Customer:

restart computer and after reboot reopen this chat from just answer email by clicking on view answer

JACUSTOMER-sc0hil9v- :

Thanks. I think the original problem is solved. I didn't realise I was on "just answer" I thought it was a Microsoft site My slow reply is owing to the mail reader in Windows 8 stopped working, I've had to use a different computer.

Customer:

thanks for updating me with the information

Customer:

do let me know if you need any further assistance on this issue

Customer:

please click on a smiley face below if your question has been answered

Customer:

thanks for choosing just naswer

Customer:

you may click on a smiley below and click submit

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