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Important: We recommend that you print out this document or bookmark this page before proceeding because you will be asked to restart your computer during the procedure.
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If your Trend Micro program is unable to remove a detected virus, please do the following:
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1.
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Make sure your program has the latest updates. You can do this by following the steps below:
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a.
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Open your Trend Micro program by double-clicking the Trend Micro icon on your desktop or in your system tray near your computer's clock.
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Windows XP
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Windows Vista and Windows 7
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b.
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Once the program is open, click Update Now.
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c.
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Wait for the update to finish.
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2.
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Scan your computer in Safe Mode.
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Safe mode is a diagnostic mode of your Windows operating system. It bypasses normal Windows settings and startup programs. Since most Windows settings are disabled, there is a greater chance that malware processes are not running. This may allow you to scan the computer without problems. You can do this by following the steps below:
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a.
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Restart your computer.
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b.
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While the computer is restarting but before Windows launches, keep pressing F8.
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c.
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Use the arrow keys to highlight Safe Mode, then press Enter.
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d.
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Use the arrow keys to highlight your operating system, then press Enter.
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e.
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Login as an administrator or with your regular account, if it is not available.
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f.
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Double-click the Trend Micro icon on your desktop, then click Scan Now to start the scan.
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g.
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Once you are done, restart your computer normally and see if the issue still persists.
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If scanning in Safe Mode does not resolve the threat, do either of the following recommendations:
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·
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Use one of Trend Micro's free tools. For instructions, click the tool you want to use below:
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Trend Micro HouseCall
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Trend Micro System Cleaner
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Trend Micro TwinFix Tool
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Trend Micro RootkitBuster
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Send malware-related logs to Trend Micro Technical Support for analysis. You can do this by following the steps below:
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1.
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Generate the log that you will send to Trend Micro. For instructions, click on the log type below:
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Virus logs
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Trend Micro Internet Security 2010
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Trend Micro AntiVirus plus AntiSpyware 2010
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2009 versions
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2008 versions
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Hijackthis logs
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SIC logs
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2.
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Send the log for analysis to one of the following:
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Trend Micro Community - Malware Discussions
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Trend Micro Email Support
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Trend Micro Chat Support
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Have a Trend Micro expert remove the virus from your computer. To do this, purchase the Virus and Spyware Removal Premium Service. For more information, click on your country below:
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US / Canada
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Australia / New Zealand
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Note: The price for this service may change without prior notice.
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