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Live One Care wont get rid of a virus??? RRS feed

  • Question

  • I recently purchased Live One Care, but am disappointed as it is unable to remove the virus that is on my computer.  The virus is some sort of trojan dropper.  When my computer boots onecare continually notices it, but I contine to tell OneCare to remove it.  However, the same notice continues to pop up...any suggestions?  Thanks in advance.

    Tuesday, May 20, 2008 3:25 AM

Answers

All replies

  • Unfortunately, it would appear that the infection is being restored at boot, meaning that it wasn't completely removed and may reside in the startup cache or even the System Restore points.

    If you are using Windows Live OneCare and you have been infected, but OneCare did not detect or cannot remove the malware, please contact support to report this and for help with removal.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    If you are in North America, you can call 866-727-2338 for help with virus and spyware infections. See http://www.microsoft.com/protect/support/default.mspx  for details.  For international information, see your local subsidiary Support site.

     

    -steve

    Tuesday, May 20, 2008 12:44 PM
    Moderator
  • Hey

     

    Can you do the follwoing to get the name of the virus and what excatly OneCare did

     

    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

     

     

    Tuesday, May 20, 2008 4:53 PM
  • Olá! Por favor envie-me mensagem traduzida para o meu idioma. Eu já conheço o seu produto se tivber uma verssão gratuita eu agradeço se não tiver pode instalar a verssão de 3 meses gratuitos, aguardo a resposta. 

    Wednesday, August 27, 2008 3:54 PM
  • Translated fro Portuguese to English courtesy of www.windowslivetranslator.com -

    Olá! Please it sends me message translated into my language. I already know its product if to tivber a gratuitous verssão I am thankful if I will not have can install the verssão of 3 gratuitous months, I wait the reply.

     

    Unfortunately, I have no idea what you are asking for, robson santana. This forum is English only.

    You may wish to contact support.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    Infelizmente, eu não tenho nenhuma idéia o que você está pedindo, robson santana. Este fórum é inglês somente.

    Você pode desejar contatar a sustentação.

    Como alcangar a sustentação (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    -steve
    Wednesday, August 27, 2008 6:19 PM
    Moderator