How to remove Charlie ransomware (Virus Removal Guide)

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Written by: Stelian Pilici

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If you cannot open your images, documents, or files and they have a .[charlieAdmin@mail2tor.com]ID=].!Charlie extension, then your computer is infected with the Charlie ransomware.

Charlie is ransomware that encrypts the personal documents found on the victim’s computer with the “.[charlieAdmin@mail2tor.com]ID=].!Charlie” extension, then displays a message which offers to decrypt the data if payment in Bitcoin is made. The instructions are placed on the victim’s desktop as the retools@eml.cc pop-up window and in the “!README!.hta” file.

Image: [charlieAdmin@mail2tor.com]ID=].!Charlie ransomware
Image: [charlieAdmin@mail2tor.com]ID=].!Charlie ransomware

What is the Charlie ransomware?

Charlie is a file-encrypting ransomware infection that restricts access to data (documents, images, videos) by encrypting files with the “.[charlieAdmin@mail2tor.com]ID=].!Charlie” extension. It then attempts to extort money from victims by asking for “ransom”, in the form of Bitcoin cryptocurrency, in exchange for access to data.

The Charlie ransomware will scan your computer for images, videos, and important productivity documents and files such as .doc, .docx, .xls, .pdf. When these files are detected, the ransomware will encrypt them and change their extension to “.[charlieAdmin@mail2tor.com]ID=].!Charlie”, so that you are no longer able to be open them.

Once the Charlie ransomware has encrypted the files on your computer, it will display the “!README!.hta” text file that contains the ransom note and instructions on how to contact the authors of this ransomware. The victims of this ransomware will be asked to contact the cybercriminals via the retools@eml.cc email address.

This is the ransom note that the Charlie ransomware will show to its victims:

All your files have been encrypted!
All your files have been encrypted due to a security problem with your PC. If you want to restore them, please send an email to charlieAdmin@mail2tor.com
The subject of your email should be: –
if you didn’t get any response you can send an email to charlieSuport@tutanota.com
You have to pay for decryption in Bitcoin. The price depends on how fast you contact us. After payment we will send you the decryption tool.
How can you trust us to decrypt your files?
Before paying you can send us up to 3 files for free decryption. The total size of files must be less than 2Mb (non archived), and files should not contain valuable information. (databases,backups, large excel sheets, etc.)
How to obtain Bitcoins
The easiest way to buy bitcoins is LocalBitcoins site. You have to register, click ‘Buy bitcoins’, and select the seller by payment method and price.
https://localbitcoins.com/buy_bitcoins
Also you can find other places to buy Bitcoins and beginners guide here:
http://www.coindesk.com/information/how-can-i-buy-bitcoins/
Attention!
Do not rename encrypted files.
Do not try to decrypt your data using third party software, it may cause permanent data loss.
Decryption of your files with the help of third parties may cause increased price (they add their fee to our) or you can become a victim of a scam.

If your computer is infected with this ransomware, we recommend that you contact the following government fraud and scam sites to report this attack:

Unfortunately, it is not currently possible to decrypt the files encrypted by the Charlie ransomware. It may, though, be possible in the future if the decryption keys are recovered from the cybercriminals’ servers. Therefore, if you do not plan on paying the ransom, it is advised that you make an image of the encrypted drives so that you can possibly decrypt them in the future.

Here is a short summary for the Charlie ransomware:

  • Ransomware family: Dharma ransomware
  • Extensions: Charlie
  • Ransomware note: !README!.hta
  • Ransom: From $500 (in Bitcoins)
  • Contact: retools@eml.cc
  • Symptoms: The images, videos, and other documents have the “.[charlieAdmin@mail2tor.com]ID=].!Charlie” extension and cannot be opened by any programs

How did the Charlie ransomware get on my computer?

The Charlie ransomware is distributed via spam email containing infected attachments or by exploiting vulnerabilities in the operating system and installed programs.

Here’s how the Charlie ransomware might get on your computer:

  • Cyber-criminals spam out an email, with forged header information, tricking you into believing that it is from a shipping company like DHL or FedEx. The email tells you that they tried to deliver a package to you, but failed for some reason. Sometimes the emails claim to be notifications of a shipment you have made. Either way, you can’t resist being curious as to what the email is referring to – and open the attached file (or click on a link inside the email). And with that, your computer is infected with the Charlie ransomware.
  • The Charlie ransomware was also observed attacking victims by exploiting vulnerabilities in the program installed on the computer or the operating system itself. Commonly exploited software includes the operating system itself, browsers, Microsoft Office, and third-party applications.

Remove the Charlie ransomware and recover the files

It’s important to understand that by starting the removal process you risk losing your files, as we cannot guarantee that you will be able to recover them. Your files may be permanently compromised when trying to remove this infection or trying to recover the encrypted documents.

We cannot be held responsible for losing your files or documents during this removal process.
It’s recommended to create a backup image of the encrypted drives before proceeding with the below malware removal instructions.

This malware removal guide may appear overwhelming due to the number of steps and numerous programs that are being used. We have only written it this way to provide clear, detailed, and easy-to-understand instructions that anyone can use to remove malware for free.
Please perform all the steps in the correct order. If you have any questions or doubts at any point, stop and ask for our assistance.

To remove the Charlie ransomware, follow these steps:

STEP 1: Start your computer in Safe Mode with Networking

In this first step, we will start your computer in Safe Mode with Networking to prevent Charlie malicious drivers and services from loading at Windows start-up. We’re using Safe mode because it starts Windows in a basic state, using a limited set of files and drivers.

Windows 10 or Windows 8Windows 7
Before you enter Safe Mode, you need to enter the Windows Recovery Environment (winRE). To do this, follow the below steps:

  1. Press Windows logo key + I on your keyboard to open Settings. If that doesn’t work, select the Start button, then select Settings.
    Go to Windows Settings to remove Charlie ransomware virus
  2. When the Windows Settings window opens, select Update & Security, then click on Recovery.
    Recovery window in Windows 10
  3. Under Advanced startup, select Restart now.
    Open Advance Startup to remove Charlie ransomware virus

Now that you are in Windows Recovery Environment, you will follow these steps to take you to safe mode:

  1. On the Choose an option screen, select “Troubleshoot“.
    Windows 10 - Start in Safe Mode with Network to remove to remove Charlie ransomware virus
  2. On the “Troubleshoot” screen, click the “Advanced Options” button.
    Windows 10 - Start in Safe Mode with Network - Step 2
  3. On the “Advanced Options” page, click the “Startup Settings” option. In Windows 8, this option is labeled “Windows Startup Settings” instead.
    Windows 10 - Start in Safe Mode with Network - Step 3
  4. On the “Startup Settings” page, click the “Restart”.
    Windows 10 - Start in Safe Mode with Network - Step 4
  5. After your device restarts, you’ll see a list of options. Select option 5 from the list or press F5 to enter Safe Mode with Networking.
    Boot in Safe Mode Windows 10 to remove to remove Charlie ransomware virus
  6. While your computer is running in Safe Mode with Networking, we will need to download, install and run a scan with Malwarebytes (explained in Step 2).
  1. Remove all floppy disks, CDs, and DVDs from your computer, and then restart your computer.
  2. When the computer starts you will see your computer’s hardware being listed. When you see this information start to press the F8 key repeatedly until you are presented with the Advanced Boot Options.
    F8 Safe Mode
  3. In the Advanced Boot Options screen, use the arrow keys to highlight Safe Mode with Networking and then press Enter.
    Safe Mode with Networking screen
  4. While your computer is running in Safe Mode with Networking, we will need to download, install and run a scan with Malwarebytes (explained in Step 2). In some cases, victims may have issues while trying to start the computer in Safe Mode with Networking, if this happens, you can try to scan your computer with Malwarebytes in normal mode.

STEP 2: Use Malwarebytes Free to remove Charlie ransomware

While the computer is in Safe Mode with Networking, we will download, install and run a system scan with Malwarebytes.

Malwarebytes Free is one of the most popular and most used anti-malware software for Windows, and for good reasons. It is able to destroy many types of malware that other software tends to miss, without costing you absolutely nothing. When it comes to cleaning up an infected device, Malwarebytes has always been free and we recommend it as an essential tool in the fight against malware.

  1. Download Malwarebytes Free.

    You can download Malwarebytes by clicking the link below.

    MALWAREBYTES DOWNLOAD LINK
    (The above link will open a new page from where you can download Malwarebytes)

  2. Double-click on the Malwarebytes setup file.

    When Malwarebytes has finished downloading, double-click on the MBSetup file to install Malwarebytes on your computer. In most cases, downloaded files are saved to the Downloads folder.

    Double-click on MBSetup installer to install Malwarebytes
    You may be presented with an User Account Control pop-up asking if you want to allow Malwarebytes to make changes to your device. If this happens, you should click “Yes” to continue with the Malwarebytes installation.
    Windows asking for permission to run the Malwarebytes installer

  3. Follow the on-screen prompts to install Malwarebytes.

    When the Malwarebytes installation begins, you will see the Malwarebytes setup wizard which will guide you through the installation process. The Malwarebytes installer will first ask you on what type of computer are you installing this program, click either Personal Computer or Work Computer.
    Malwarebytes setup: Click on Personal Computer step 1

    On the next screen, click “Install” to install Malwarebytes on your computer.
    Malwarebytes Setup: Click on Install

    When your Malwarebytes installation completes, the program opens to the Welcome to Malwarebytes screen. Click the “Get started” button.

  4. Select “Use Malwarebytes Free”.

    After installing Malwarebytes, you’ll be prompted to select between the Free and the Premium version. The Malwarebytes Premium edition includes preventative tools like real-time scanning and ransomware protection, however, we will use the Free version to clean up the computer.
    Click on “Use Malwarebytes Free“.
    Click on Use Malwarebytes Free to continue with the install

  5. Click on “Scan”.

    To scan your computer with Malwarebytes, click on the “Scan” button. Malwarebytes will automatically update the antivirus database and start scanning your computer for malware.
    Click on Scan button to remove Charlie ransomware virus

  6. Wait for the Malwarebytes scan to complete.

    Malwarebytes will scan your computer for the Charlie malware and other malicious programs. This process can take a few minutes, so we suggest you do something else and periodically check on the status of the scan to see when it is finished.
    Malwarebytes scanning for Charlie ransomware virus

  7. Click on “Quarantine”.

    When the scan has completed, you will be presented with a screen showing the malware infections that Malwarebytes has detected. To remove the Charlie malicious files that Malwarebytes has found, click on the “Quarantine” button.
    Review the malicious programs and click on Quarantine to remove Charlie ransomware virus

  8. Restart computer.

    Malwarebytes will now remove the Charlie ransomware malware and other malicious programs that it has found. To complete the malware removal process, Malwarebytes will ask you to restart your computer.
    Malwarebytes requesting to restart computer to complete the Charlie ransomware removal process

    When the malware removal process is complete, your computer should start in normal mode (if not, simply restart your device to exit Safe Mode) and continue with the rest of the instructions. We do recommend that you run another scan with Malwarebytes once you’re in Normal mode to make sure all the malicious files were removed.

STEP 3: Scan and clean your computer with HitmanPro

In this thrid step, while the computer is in normal back, we will download and run a scan with HitmanPro to remove the Charlie ransomware and other malicious programs.

HitmanPro is a second opinion scanner that takes a unique cloud-based approach to malware scanning. HitmanPro scans the behavior of active files and also files in locations where malware normally resides for suspicious activity. If it finds a suspicious file that’s not already known, HitmanPro sends it to its clouds to be scanned by two of the best antivirus engines today, which are Bitdefender and Kaspersky.

Although HitmanPro is shareware and costs $24.95 for 1 year on 1 PC, there is actually no limit in scanning. The limitation only kicks in when there is a need to remove or quarantine detected malware by HitmanPro on your system and by then, you can activate the one time 30-days trial to enable the clean up.

  1. Download HitmanPro.

    You can download HitmanPro by clicking the link below.

    HITMANPRO DOWNLOAD LINK
    (The above link will open a new web page from where you can download HitmanPro)

  2. Install HitmanPro.

    When HitmanPro has finished downloading, double-click on “hitmanpro.exe” (for 32-bit versions of Windows) or “hitmanpro_x64.exe” (for 64-bit versions of Windows) to install this program on your PC. In most cases, downloaded files are saved to the Downloads folder.
    Double-click on the HitmanPro setup file - Help Guide
    You may be presented with an User Account Control pop-up asking if you want to allow HitmanPro to make changes to your device. If this happens, you should click “Yes” to continue with the installation.
    Windows asking for permissions to run the HitmanPro setup file - Help Guide

  3. Follow the on-screen prompts.

    When HitmanPro starts you will be presented with the start screen as shown below. Click on the “Next” button to perform a system scan.

    Click Next to install HitmanPro to remove Charlie ransomware virus

    HitmanPro final installer screen

  4. Wait for the HitmanPro scan to complete.

    HitmanPro will now begin to scan your computer for the Charlie ransomware and other malicious programs. This process will take a few minutes.
    HitmanPro while scanning Charlie ransomware

  5. Click on “Next”.

    When HitmanPro has finished the scan, it will display a list of all the malware that the program has found. Click on the “Next” button to remove the Charlie ransomware and other malicious programs.
    HitmanPro scan summary. Click Next to delete the Charlie ransomware

  6. Click on “Activate free license”.

    Click on the “Activate free license” button to begin the free 30 days trial and remove the Charlie ransomware and other malicious files from the computer.
    Activate the free HitmanPro license keyEnter your email to complete the HitmanPro activation - Help Guide

    When the process is complete, you can close HitmanPro and continue with the rest of the instructions.

STEP 4: Double-check for malicious programs with Emsisoft Emergency Kit

In this fourth step, we will scan the computer with Emsisoft Emergency Kit to remove any leftover files from the Charlie ransomware and other malicious programs.
While the Malwarebytes and HitmanPro scans are more than enough, we’re recommending Emsisoft Emergency Kit to users who still have malware-related issues or just want to make sure their computer is 100% clean.

Emsisoft Emergency Kit is a free second opinion scanner that can be used without installation to scan and clean infected computers. Emsisoft scans the behavior of active files and also files in locations where malware normally resides for suspicious activity.

  1. Download Emsisoft Emergency Kit.

    You can download Emsisoft Emergency Kit by clicking the link below.

    EMSISOFT EMERGENCY KIT DOWNLOAD LINK
    (The above link will open a new web page from where you can download Emsisoft Emergency Kit)

  2. Install Emsisoft Emergency Kit.

    Double-click on the EmsisoftEmergencyKit setup file to start the installation process, then click on the “Install” button.
    Click on the Install button

  3. Start Emsisoft Emergency Kit.

    On your desktop the “EEK” folder (C:\EEK) should now be open. To start Emsisoft, click on the “Start Emsisoft Emergency Kit” file to open this program.
    Click on Start Emsisoft Emergency Kit to remove the Charlie ransomware

    You may be presented with a User Account Control dialog asking you if you want to run this file. If this happens, you should click “Yes” to continue with the installation.
    Allow Emsisoft to run on your PC - UAC

  4. Click on “Malware Scan”.

    Emsisoft Emergency Kit will start and it will ask you for permission to update itself. Once the update process is complete, click on the “Scan” tab, and perform a “Malware Scan“.

    Perform a Malware Scan with Emsisoft Emergency Kit
    Emsisoft Emergency Kit will now scan your computer for the Charlie malicious files. This process can take a few minutes.
    Emsisoft Emergency Kit Scanning for the Charlie ransomware

  5. Click on “Quarantine selected”.

    When the Emsisoft scan has finished, you will be presented with a screen reporting which malicious files were detected on your computer. To remove the Charlie ransomware, click on the “Quarantine selected“.
    Click on Quarantine Selected to remove the Charlie virus
    When the malware removal process is complete, Emsisoft Emergency Kit may need to restart your computer. Click on the “Restart” button to restart your computer.
    When the process is complete, you can close Emsisoft and continue with the rest of the instructions.

STEP 5: Restore the files encrypted by the Charlie ransomware

Unfortunately, it’s not possible to recover the files encrypted by the Charlie ransomware because the private key which is needed to unlock the encrypted files is only available through the ecybercriminals. However, below we’ve listed three methods you can use to try and recover your files.

Make sure you remove the malware from your computer first, otherwise, it will repeatedly lock your system or encrypt files. If you suspect that your computer is still infected with malware, you can run a free scan with ESET Online Scanner.

Method 1: Search for a Charlie ransomware decryption tool

At the time of writing this article, there was no decryption tool available for the Charlie ransomware. However, the cybersecurity community is constantly working to create ransomware decryption tools, so you can try to search these sites for updates:

Method 2: Try to recover your files with Recuva Free

With this second option, we will install and try to recover the encrypted files with Recuva, a free data recovery tool.

  1. Download Recuva Free.

    You can download Recuva from the below link.

    RECUVA FREE DOWNLOAD LINK
    (This link will open a new web page from where you can download Recuva Free)

  2. Install Recuva.

    Double-click on the rcsetup setup file to start the installation process, then follow the on-screen promts to install this program.
    Install Recuva

  3. Go through Recuva’s Wizard.

    When Recuva will start, it will display a Wizard which will guide you though different recovery options. To start this Wizard click on “Next.
    Recuva Wizard first screen
    In the first screen, recuva will ask you want type of files you want to recover (documents, pictures, videos), click on “All files” and then click on “Next”.
    Recuva Wizard Files Type
    In the next screen, you’ll be asked where are the files located that you want to recover. Select “I’m not sure” to search all the folders on your computer, then click on “Next”.
    Recuva Wizard third screen
    Next, click on “Start” to start the scan.
    Start Recuva scan

  4. Select the files you want to recover.

    Recuva will scan your computer, and once it’s finished it will display a list of all the files that were detected. Select the check boxes beside the file or files you want to restore. The color of the dot next to the file name indicates your chances for a successful recovery (green for excellent, orange for acceptable, and red for unlikely).

    Recover Files 1

  5. Click “Recover”.

    Once you have selected the files you want to recover, click on “Recover”. Select a destination for the recovered files, then click on “Ok”.

Method 3: Try to restore your files with ShadowExplorer

The Charlie ransomware will attempt to delete all shadow copies when you first start any executable on your computer after becoming infected. Thankfully, the infection is not always able to remove the shadow copies, so you should continue to try restoring your files using this method.

  1. Download ShadowExplorer.

    You can download ShadowExplorer from the below link.

    SHADOW EXPLORER DOWNLOAD LINK
    (This link will open a new web page from where you can download “ShadowExplorer”)

  2. Install ShadowExplorer.

    Double-click on the ShadowExplorer-x.x-setup file to start the installation process, then follow the on-screen promts to install this program.
    Install Shadow Defender

  3. Select snapshot date.

    Open ShadowExplorer and then from the top bar select the drive where the files that you want to save are located, then select from the snapshot available one previous to this infection.

    Select drive and date

  4. Export the files that you want to recover.

    Once you have found a copy of the original file or folder, right-click on it and the select “Export”. A window will prompt you where you want to save the file or folder.
    Find copy then click on Export

Your computer should now be free of the Charlie ransomware infection. If your current antivirus allowed this malicious program on your computer, you may want to consider purchasing the full-featured version of Malwarebytes Anti-Malware to protect against these types of threats in the future.
If you are still having problems with your computer after completing these instructions, then please follow one of the steps:

How to Stay Safe Online

Here are 10 basic security tips to help you avoid malware and protect your device:

  1. Use a good antivirus and keep it up-to-date.

    Shield Guide

    It's essential to use a good quality antivirus and keep it up-to-date to stay ahead of the latest cyber threats. We are huge fans of Malwarebytes Premium and use it on all of our devices, including Windows and Mac computers as well as our mobile devices. Malwarebytes sits beside your traditional antivirus, filling in any gaps in its defenses, and providing extra protection against sneakier security threats.

  2. Keep software and operating systems up-to-date.

    updates-guide

    Keep your operating system and apps up to date. Whenever an update is released for your device, download and install it right away. These updates often include security fixes, vulnerability patches, and other necessary maintenance.

  3. Be careful when installing programs and apps.

    install guide

    Pay close attention to installation screens and license agreements when installing software. Custom or advanced installation options will often disclose any third-party software that is also being installed. Take great care in every stage of the process and make sure you know what it is you're agreeing to before you click "Next."

  4. Install an ad blocker.

    Ad Blocker

    Use a browser-based content blocker, like AdGuard. Content blockers help stop malicious ads, Trojans, phishing, and other undesirable content that an antivirus product alone may not stop.

  5. Be careful what you download.

    Trojan Horse

    A top goal of cybercriminals is to trick you into downloading malware—programs or apps that carry malware or try to steal information. This malware can be disguised as an app: anything from a popular game to something that checks traffic or the weather.

  6. Be alert for people trying to trick you.

    warning sign

    Whether it's your email, phone, messenger, or other applications, always be alert and on guard for someone trying to trick you into clicking on links or replying to messages. Remember that it's easy to spoof phone numbers, so a familiar name or number doesn't make messages more trustworthy.

  7. Back up your data.

    backup sign

    Back up your data frequently and check that your backup data can be restored. You can do this manually on an external HDD/USB stick, or automatically using backup software. This is also the best way to counter ransomware. Never connect the backup drive to a computer if you suspect that the computer is infected with malware.

  8. Choose strong passwords.

    lock sign

    Use strong and unique passwords for each of your accounts. Avoid using personal information or easily guessable words in your passwords. Enable two-factor authentication (2FA) on your accounts whenever possible.

  9. Be careful where you click.

    cursor sign

    Be cautious when clicking on links or downloading attachments from unknown sources. These could potentially contain malware or phishing scams.

  10. Don't use pirated software.

    Shady Guide

    Avoid using Peer-to-Peer (P2P) file-sharing programs, keygens, cracks, and other pirated software that can often compromise your data, privacy, or both.

To avoid potential dangers on the internet, it's important to follow these 10 basic safety rules. By doing so, you can protect yourself from many of the unpleasant surprises that can arise when using the web.

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