Knowledge Base

After you perform a manual scan (quick scan, full system scan, or custom scan) using your Trend Micro program, the scan progress window will automatically close if no threats are detected. If threats are found, a window showing a summary of these threats and any actions taken will be displayed.

Your Trend Micro program automatically tries to clean, quarantine, or delete malicious files, but should this fail, you can use the TwinFix Tool to remove these.

Note: If you are in the US, you may also opt to buy a Virus & Spyware Removal service incident to have one of our experts remove malicious software from your computer via remote access. For more information and to purchase the service, go to our Premium Support portal.

For instructions on using the TwinFix Tool, please see below:

1.

Export the virus log from your last scan to get the exact location of the files that cannot be cleaned.

For instructions on how to do this, select the version you are running from the options below:

Note: If you are not sure what program version you are using, refer to solution EN-1054794.

·         Trend Micro Internet Security Pro 2010 [EN-1054695]

·         Trend Micro Internet Security 2010 [EN-1054696]

·         Trend Micro AntiVirus plus AntiSpyware 2010 [EN-1054697]

·         2009 versions of the products listed above [EN-1038293]

·         2008 versions of the products listed above, including Trend Micro Internet Security 16.6 for Dell [EN-1036412]

2.

Open the virus log and find the file or files that your program was unable to clean then copy these into Notepad.

If you are not sure how to do this, follow the steps below:

a.

Open the exported virus log and look under the Infected File, First Action, and Second Action columns.

b.

Copy the items where the first or second actions were failed attempts at cleaning, quarantining, or deleting files (ignore the items for which the actions were successful).

To copy an item, right-click on the file’s name and location then, from the dropdown menu that appears, click Copy.

c.

Open the Notepad application by going to Start > All Programs > Accessories > Notepad.

d.

From the top menu in the Notepad application, click Edit > Paste.

Once done, you will see the Notepad window and confirm that the correct file has been copied.

Note: You can copy up to thirty (30) filenames for listing in Notepad. If you have more than thirty files to clean or remove, wait until the previous patch of 30 file names have been removed from your computer.

e.

Once you have copied up to thirty files onto the Notepad document, type your name on the last line.

f.

Save the file by clicking File > Save from the top menu.

e.

On the Save As window that appears, click Desktop as the location for the save, type “Virus.txt” into the File Name field, then click Save.

3.

Read the license agreement for the TwinFix Tool. Proceed to the next step only if you agree with its terms.

To view the license agreement, click on the link below:

http://solutionfile.trendmicro.com/solutionfile/TIS/TwinFix_V2_License_Agreement.txt

Important: We recommend that you print out this document before proceeding because you will be asked to restart your computer.

4.

Download the TwinFix file and save it onto your desktop.

For detailed instructions on how to do this, see below:

a.

Click on the link below to start the download:

http://solutionfile.trendmicro.com/solutionfile/TIS/TwinFix.exe

b.

When the File Download window asking you if you want to run or save the file appears, click Save.

c.

When the Save As window appears, click Desktop from the left pane to set the location for the download, then click Save.

d.

Wait for the download to complete. How long this takes will depend on the speed of your Internet connection.

5.

Run the TwinFix file.

To do this, you can do either of the following:

·         On the Download Complete window, click Run.

·         Go to your desktop and find the TwinFix file. If you are running Windows XP, double-click on the file; but if you are running Windows 7 or Windows Vista, right-click on the file, select Run as Administrator, then click Continue.

The TwinFix tool will start removing the files you cited in the Virus.txt Notepad file. This will be done in the background, and no window will appear until the process has completed.

6.

When a window prompting you to restart your computer appears, click OK. Your computer will restart.

7.

Once your computer comes back on, update your Trend Micro program, then run a full system scan to verify that the files detected have been removed.

For instructions on how to perform these actions, click on the appropriate links below:

·         How to download your software updates [EN-1036515]

·         How to perform a full system scan [EN-1054240]

Apart from the TwinFix tool, you can also use HouseCall or the Trend Micro System Cleaner to remove security threats from your computer. To view instructions on how to use these, click on the link for the tool you want to use:

·         Trend Micro System Cleaner [EN-1037133]

·         HouseCall [EN-1038437]