What support??

[tackleberry]

I have scanned my computor several times using version 5.1.0.273. Works wonderful in telling me I have a rootkit.agent infection. Wont tell me why it cannot be removed. Sending in malware detective is a waste as it requires a ticket number. How do you get one (ticket) when you cannot submit the damn problem in the first place. No one answers my emails and quite frankly I want my money back.

Any ideas??????

[mjq424]

Hi
Rootkits are notoriously difficult to remove. This is mainly because they try to integrate deeply into the system.

I recommend that you perform a full scan in Safe Mode.
Go into Safe Mode by restarting your computer, then continually tapping F8 until a menu appears. Use your up arrow key to highlight Safe Mode, then hit enter.
Windows will take longer than normal to load.
Use your normal username and password to log on.
In Safe Mode, the Spyware Doctor tray will not be present. You should use the desktop or quick launch shortcuts.

Hope that helps

[tom.tdw]

it could be a false positive, try kaspersky's online scanner and that should tell you if you are infected
http://www.kaspersky.com/virusscanner

[ohso]

Does PC Tools have an online scanner?

[mjq424]

Hi
There is a file scanner on their ThreatExpert website here:
http://www.threatexpert.com/filescan.aspx

[ohso]

But that only scans files. Kaspersky, as was pointed out above, Symantec NAV, and others scan the whole system.

Because NAV was installed on different computers of ours at different times, their subscriptions also expire at different times. I don't want to _install_ any other product on a computer until the previous product has been entirely removed.

I can turn off NAV and run an internet scan. (Yeah, and then clean up after it.)

[AChen]

I have scanned my computor several times using version 5.1.0.273. Works wonderful in telling me I have a rootkit.agent infection. Wont tell me why it cannot be removed. Sending in malware detective is a waste as it requires a ticket number. How do you get one (ticket) when you cannot submit the damn problem in the first place. No one answers my emails and quite frankly I want my money back.

Any ideas??????

Send me a PM with you're ticket number or email address and I'll be able to assist you further.