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Instructions for posting requested logs

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#1 Rocket Grannie

Rocket Grannie

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Posted 18 January 2017 - 03:47 PM

Instructions for posting requested logs

Welcome to the SpywareInfo (SWI) Forums. We specialize in removing malware from people's computers.

Please read this entire post carefully before doing anything else and follow all guidelines. Pay particular attention to the instructions in bold. Following our directions helps us to help you.

Please keep in mind that all of the helpers are volunteers doing this for free in their spare time. We are human beings with jobs, families, and other lives. We also come from many different time zones around the world, and are not always synchronized with your schedule. Please be patient.

Preparation before posting
  • Please download and install the free program Malwarebytes' Anti-Malware. Follow the directions here to run a complete system scan with Malwarebytes' Anti-Malware and please post the report from the scan! We will want to see it.

Please download Farbar Recovery Scan Tool and save it to your Desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.
  • Right click to run as administrator (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will produce a log called FRST.txt in the same directory the tool is run from.
  • Please copy and paste log back here.
  • The first time the tool is run it generates another log (Addition.txt - also located in the same directory as FRST.exe/FRST64.exe). Please attach it to your reply.
Security Analysis
Please download Security Analysis
  • Save it to your Desktop.
  • Close your security software to avoid potential conflicts.
  • Double click RGSA.exe
  • Click OK on the copyright-disclaimer
  • When finished, a Notepad window will open with the results of the scan.
  • The log named SALog.txt can also be found on the Desktop or in the same folder from where the tool is run if installed elsewhere.
  • Please copy and paste the contents of that log in your topic.
Note: If you get a Warning from Windows about running the program, click on More info and then click Run Anyway to run it even though Windows says it might put your PC at risk.
Please copy/paste all logs into your post unless specifically asked to attach one.
  • Follow the guidelines below to compose your post in the forums, then copy and paste the entire FRST.txt log - the Malwarebytes' Anti-Malware log -  SALog.txt log, along with any other logs from the scans above for us to see.
  • When you post your logs, please do not edit them. That specifically includes the top of the log including version information. WE NEED THAT INFORMATION!
  • Please copy and paste the logs directly into your post. Do not put them in a CODE or QUOTE box since that makes them much harder to read.
  • Use Add Reply to post your logs. If you run out of room in one post, please just continue with another.

Forum and posting guidelines
  • Please describe your problem in as much detail as possible. The more specific you are, the better we can diagnose the problem.
  • Do you have popups? If so, where are they from? What do they say? Are they advertising a particular product?
  • Has your browser been hijacked? If so, to what URL?
  • Does your antivirus detect an infected file? If so, what file, and what is the infection detected?
  • Is your system sluggish? Is there a particular process using a lot of the CPU? If so, what is it? Does your firewall give alerts about a process trying to access the internet? If so, what is it?
  • Have you already tried certain steps to fix your problem? If so, what have you tried?
  • Please also mention that you have read this FAQ and followed the directions, or else someone is likely to ask you to come back here.
  • The title of your thread should briefly describe your problem.
  • Please be patient. We receive hundreds of requests for help every day and try to answer the older ones first. Our helpers are volunteers and are not online 24 hours per day. If you have not received a response after three days, post a reply to the topic  Not Getting Help with your Log?.
  • Please be respectful. This is a family-friendly forum, and shouting insults or obscenities at our helpers will not get you help any faster.
  • Please do not 'bump' your post with empty replies. It won't get help any faster as we go by time of first post. If you want to add information to your post then do add a new reply.
  • Please post only in your own thread; do not post your log file in a thread started by someone else, even if you are having the same problem as the original poster. This is confusing, and will only delay both of you receiving help.
  • When following up with your topic after a helper has responded, please use the post-10-126012383895.gifbutton to reply. Please do NOT start a new topic. Please also do NOT use the post-10-126038352122.gifbutton.
  • Duplicate topics will be deleted.
  • Please do not send personal messages (PMs) to any of the helpers. We will not answer PMs containing logs or questions. Please post questions in the open forum instead.
  • Finally, once you have fixed your problem, PLEASE POST BACK SAYING SO. We like to hear that a problem has been solved! --- and we move resolved topics to the "Resolved or Inactive" forum.

Thank you in advance for following these guidelines --- doing so helps us to help you more accurately and efficiently. We hope you will find SWI a friendly and helpful environment. If you have any questions feel free to ask.

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  • Please do not post your email address anywhere in the forums without first obscuring it by replacing @ and . with [at] and {.dot.} or something similar. Spambots may search these boards looking for email addresses.
  • If you do not believe you are infected, but just want to check for anything suspicious or ask about slow performance, post your logs in the PC Troubleshooting forum instead.
  • Please read the pinned threads at the top of each of the subforums, and also familiarize yourself with the SWI Search at the top of the page: post-10-126012493729.gif. Many common questions are already answered somewhere in the forums.

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