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when I try to remove this trojan, OneCare freezes RRS feed

  • Question

  • There is a trojan on my computer that is causing problems, basically unwanted popups of different sites (including adult sites) and I have been trying to remove the trojan and the file it has infected, but everytime I use OneCare it detects it and then freezes. Now I can't even open OneCare without it freezing. It's that trojan, and I can't get the name cause it keeps freezing.

    Monday, May 5, 2008 3:50 PM

Answers

All replies

  • You can try running a One Care scan in safe mode. How to scan in safe mode - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1215336&SiteID=2

    If you are unable to remove the malware please contact support for help with removal. How to reach support - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    Monday, May 5, 2008 5:08 PM
    Moderator
  •  

    hey

     

            Actually there is another way to know about trojan  i.e. through logs. Logs gets created in the following location

     

    %program files%\Microsoft Windows Live OneCare\onecaremp_log.bin. Can you send me this log file to my email id

    montyj@microsoft.com. Please let me know if you face any problem in finding the log file.

     

    This log file will also contain the file name (with path) of the malware. If you can then it would be great if you submit so that we can analysze it and fix it.

       you can go to  www.microsoft.com/security/portal and submit these files(its quite simple process and it takes just uploading the files). Once you do it it will generate submission IDs. Can you please provide me those IDs so that I can follow up with those with our researchers. Please let me know if you face any problem and I will be more than happy to help you out.

     

    thanks

    Monty[MSFT] montyj@microsoft.com

     

    Tuesday, May 6, 2008 2:33 AM
  •  

    Hey tiecg1

     

    Can you do the follwoing to get the name of the trojan

     

    1. Open OneCare

    2. Click on Change Settings

    3. It will open a window "Windows LiveOne Care Settings"

    4. Click on the Last tab labelled as "Logging"

    5. Click on "Create support Log" button

    6. It will create the support log file in form of HTML and display it in Web Browser like IE

    7. Click on the "Virus and spyware Protection" link

    7. It wll take you the "Virus and spyware Protection" where it will tell you about the viruses it One Care found.

    8. Can you send me that information through email at montyj@microsoft.com

     

    Please let me know if you face any problem with any of these steps.

     

    thanks

    Monty Jain[MSFT] montyj@microsoft.com

    Wednesday, May 14, 2008 7:29 PM
  •  

    Hello,

     

    I am writing to you because my computer has been infected with trojans that OneCare cannot delete.

     

    They usually create problems with Internet explorer and my antivirus doesnot detect them.

     

    Trojan:Win32/Vundo.AY

    Trojan:Win32/Vundo.gen!C

    TrojanDownloader:ASX/Winad.gen!A

     

    Please tell me what should I do.

     

     

    Thank you

    Thursday, June 19, 2008 8:31 PM
  • Please contact support for help with removal. How to reach support - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2 

     

    Thursday, June 19, 2008 8:34 PM
    Moderator
  • Hi,  I was brought here by doing a search on WINAD.gen (a Trojan)  that a family member repeatedly encounters on www.limewire.com .  I just thought that I would put out a warning to people/OneCare users to be very careful about file sharing sites and Limewire in particular.

    Wednesday, August 6, 2008 11:34 PM
  • I'm not the person you're responding to but I have the same problem.  Unfortunately, I don't know what you mean when you say open OneCare and click on change settings.  That's not an option for the online scan.  I can't figure out where to find the logs or how to do it the way you suggested. Please help.
    Thursday, March 31, 2011 5:31 AM
  • Anamandy;

    These forums support the OneCare paid subscription application.  You're trying to address the free onlline OneCare Safety Scanner forums, which can be located here:

    http://boards.msn.com/safetyboards/forum.aspx?ForumID=13

    They are not the same software.


    Regards, Dave
    Thursday, March 31, 2011 5:43 AM
  • I'm not the person you're responding to but I have the same problem.  Unfortunately, I don't know what you mean when you say open OneCare and click on change settings.  That's not an option for the online scan.  I can't figure out where to find the logs or how to do it the way you suggested. Please help.

     

    You can start here:  https://consumersecuritysupport.microsoft.com/ or here: http://support.microsoft.com/contactus/cu_sc_virsec_master?ws=support#tab0 for help and support for malware infections.

    If you are in North America, you can call 866-727-2338 for free help  from Microsoft for virus and spyware infections.

    In other regions not served by the link above, go here:   http://Support.microsoft.com/security and go to the “assisted support” or contact us menu.

     

    -steve


    ~ Microsoft MVP Windows Live ~ Windows Live OneCare| Live Mesh|MS Security Essentials Forums Moderator ~
    Thursday, March 31, 2011 12:59 PM
    Moderator