I was fortunate to get connected with the customer support gurus at Malwarebytes.
On their website and forum they supply a series of options on how to get around the infection to get the PC to operate. When none of those work they request you contact them by email.
They assigned a case number and a "helper". All communications was done via email...they are on the West coast....and via my lap top (uninfected PC).
They walked me through a series of analytical links which I downloaded to a flash stick and then onto my infected desk top. The links ran differing programs to sort out the problem(s) and create a log which I in turn emailed back to them. With that information they then would send the next link and instructions. Had to run three different programs but finally a clean computer once again.
The customer support was outstanding and very timely. I never had to wait more than an hour to get a response back.
I would pass along a caution that just backing away or changing system restore points may not necessarily remove the virus. It could still be in some corrupted files to resurface later.
Even after the last pass on mine was completed, they sent a link to remove the existing Malware application and another link to re-install a "fresh" version to assure that even the Malwarebytes program had no corruption.
Go to their website and sign up to their forum as there is an awful lot of material that would be of interest. I found the path I needed in their frequently asked questions.
I was using their free version and there was no charge for ANY of the customer support.
btk
|