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435 posts

Ultimate Geek

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# 106981 4-Aug-2012 00:58
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Hello
I have a remote customer who has their machine infected with the W3i.iq5 fraud virus.
I connected remotely to their machine via logmein and ran AVG and malwarebytes. Neither detected it. Spybot did detect it in the registry but says it can't remove it because "you are not an administrator" 
The customer's user account has full administrator rights.
I am wondering if I should try an online scanner?
Customer has a windows 7 machine.

Thanks
Ford

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884 posts

Ultimate Geek


  # 667346 4-Aug-2012 08:00
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Hi there,
Removing infections remotely can be hard as reboots are often required but logmein can often handel that.

Firstly - get rid of AVG, all it does is keep windows from anoying you. However if you remove now, you may not be able to install another one until the infection is removed.

ESET have an online scanner of NOD32 http://www.eset.com/us/online-scanner/

Try installing super anti spyware http://www.superantispyware.com/
uninstall after finished as I find it slows your computer down.

Lastly try combo fix but require Safe mode so you will need to be in front of the computer.

John





I know enough to be dangerous




435 posts

Ultimate Geek

Subscriber

  # 667440 4-Aug-2012 13:36
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Hello
I'll give that a try. Customer is overseas unfortunately.

Customer did sign up with Iyogi www.iyogi.com initially to have them sort out her problem, but she has had horrible service and they told her that after the 3rd August her support Dock could not be uninstalled because of maintenance. Strange.
I notice that the Iyogi had changed her home page to their search page.
And they kept trying to get her to sign up for 2-3 years and she didn't need service for that long.
Have you heard of this iyogi that offers online service support?

Thanks
Ford



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