Log Posting Instructions

[Corrine]

Welcome to LandzDown Forum. 

You have likely found your way here due to malware on your computer.  We will do our best to assist you.  However, in order to do so, please follow all instructions in the sequence given.  If you have questions regarding any of the instructions or problems running any tools, please let us know.

Cautions!

• Please do NOT use other tools without supervision of a qualified adviser.  Doing so could make your computer inoperable and could result in requiring a full reinstall of your operating system, losing all your programs and data.
• Do NOT follow instructions that were provided to others, even though they may appear to be a solution to your problem.  Each infection causes unique problems on each computer. Everyone has different software on their computer and that makes each log different.
• Do NOT install/re-install any programs or run any fixes or scanners that you have not been instructed to use.  This may cause conflicts with the tools being used in the cleanup process.
• Some of the requested logs will be quite large so it may be necessary to split them over multiple replies.  Be sure to check that the complete log has posted.
• Your security programs may give warnings for some of the tools you will be asked to use.  Be assured, any links provided are safe.  If you receive a UAC prompt, please approve the elevation.
• Please continue to respond until you receive the "All Clear".  Just because you cannot see a problem does not mean it isn't there.
• If you have questions regarding any of the instructions or problems running any tools, please let us know.

Prepare your computer for analysis and recommendations

1.  If you have run and fixed anything with any programs, please restart the computer before proceeding.

2.  Throughout the process, save ALL tools to your Desktop:

• Google Chrome - Click the "Customize and control Google Chrome" button in the upper right-corner of the browser. Choose Settings. at the bottom of the screen click the "Show advanced settings..." link. Scroll down to find the Downloads section and click the Change... button. Select your desktop and click OK.
  
• Internet Explorer - Click the Tools menu in the upper right-corner of the browser. Select View downloads. Select the Options link in the lower left of the window. Click Browse and select the Desktop and then choose the Select Folder button. Click OK to get out of the download options screen and then click Close to get out of the View Downloads screen.  NOTE: IE8 Does not support changing  download locations in this manner. You will need to download the tool(s) to the default folder, usually Downloads, then copy them to the  desktop.
  
• Mozilla Firefox - Click the "Open Menu" button in the upper right-corner of the browser. Choose Options. In the downloads section, click the Browse button, click on the Desktop folder and the click the "Select Folder" button. Click OK to get out of the Options menu.
  
• Microsoft Edge - Click the three dots in the upper right corner below the X.  Select Settings.  Scroll down to "Advanced settings" and click View advanced settings.  Under Downloads, click Change.  When the window opens, select Desktop.

3.  Uninstall the following via Add or Remove Programs in Control Panel:

• Should you have more than one antivirus software installed, leave only one and uninstall any others.
• File sharing programs such as uTorrent, Bittorrent, LimeWire, Morpheus, Azureus, Kazaa are a major conduit for malware and a likely source of your current issues.  It is requested that you uninstall any such programs prior to cleanup and to prevent reinfection.

Logs Requested

Please download Farbar Recovery Scan Tool (FRST) and save it to your Desktop.

Notes:

• You need to run the version compatible with your system (32- or 64-bit). If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.
  
• If your operating system is not English, rename the downloaded file as EnglishFRST64.exe (64-bit), or EnglishFRST.exe (32-bit) so the resultant log will be in English.

1.  Right click to run as administrator. When the tool opens click Yes to disclaimer.
2.  Press Scan button.
3.  The first time FRST is run, it will produce two logs in the same directory the tool is run from -- FRST.txt and Addition.txt.

Notes:  Windows 10 may pop up a warning message and the current java version on XP will show as "out of date".

Posting Instructions

• Go to the Analysis and Malware Removal forum.
• Click the New Topic link.
• Add a title that describes your problem.  Please start your post with a brief explanation of what is happening to your PC and any steps you may have taken on your own.   
• Copy/paste both FRST.txt and Addition.txt into your reply.
• Complete your post by pressing the Post button.
• Please review your post to ensure that all logs have posted.  If anything is missing, create another reply and copy/paste the remaining log(s).
  
  Notes: 
  
  
  
  • Please do NOT attach logs.  All requested logs are to be copy/pasted in your topic.
  • Due to forum character count restrictions, it may be necessary to post the requested logs in more than one reply.
  
  Final Notes
  
  1.  This site does not support the use of "cracked" programs.  If the presence of pirated/cracked software is detected on your computer, your topic will be closed. 
  
  2.  We cannot undertake the liability of a business-owned asset.  If you are having problems with a business machine, please consult your IT Department or System Administrator.  It is further advisable that you consult your employer's "Acceptable Usage Policy" to ensure that you are not in breach of Company rules by attempting to fix a business asset.
  
  3.  Please be patient.  The experts will review your logs and get back to you.  However, they are all volunteers and may not be available to assist when you post.
  
  4.  Please subscribe to your topic so you will receive a notification when you have received a reply. 
  
  
  
  • Click the button at the top of the thread. 
  • Click OK to the popup reading "Are you sure you wish to enable notification of new replies for this topic?"
  
  
  LandzDown Team
  
  

[Corrine]

Note:  

In the event you are unable to run any of the requested programs, please create a new topic in the Analysis and Malware Removal forum.  Please include a description of any steps you may have taken on your own and any additional information that may be helpful in diagnosing your problem.