Remove File Recovery virus (Uninstall Guide)

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Written by: Stelian

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File Recovery is a malicious program that will display fake alerts, claiming that several hard drive errors and computer issues were detected on your machine.
In reality, none of the reported issues are real, and are only used to scare you into purchasing File Recovery and stealing your personal financial information.
Apart from the bogus alerts and warning,this rogue software has changed your desktop background to a solid black color,has hidden your files and folders and it’s causing browser redirects.
As part of its self-defense mechanism,File Recovery  has disabled the Windows system utilities, including Task Manager and Windows Registry and is block you from running certain programs that could lead to its removal.

If your computer is infected with File Recovery virus,then you are seeing this images:

File Recovery

File Recovery fake scan

File Recovery Image

We strongly advise you to follow our File Recovery virus removal guide and ignore any alerts that this malicious software might generate.
Under no circumstance should you buy this rogue security software as this could lead to identity theft,and if you have, you should contact your credit card company and dispute the charge stating that the program is a scam and a computer virus.

Registration codes for File Recovery
As an optional step,you can use the following license key to register File Recovery virus and stop the fake alerts.
File Recovery activation code: 56723489134092874867245789235982
Please keep in mind that entering the above registration code will NOT remove File Recovery from your computer , instead it will just stop the fake alerts so that you’ll be able to complete our removal guide more easily.

File Recovery Removal Instructions

STEP 1 : Start your computer in Safe Mode with Networking

  1. Remove all floppy disks, CDs, and DVDs from your computer, and then restart your computer.
  2. Press and hold the F8 key as your computer restarts.Please keep in mind that you need to press the F8 key before the Windows start-up logo appears.
    Note: With some computers, if you press and hold a key as the computer is booting you will get a stuck key message. If this occurs, instead of pressing and holding the “F8 key”, tap the “F8 key” continuously until you get the Advanced Boot Options screen.
  3. On the Advanced Boot Options screen, use the arrow keys to highlight Safe Mode with Networking , and then press ENTER.
    [Image: Safemode.jpg]

STEP 2: Remove File Recovery malicious proxy server

File Recovery  may add a proxy server which prevents the user from accessing the internet,follow the below instructions to remove the proxy.

  1. Start the Internet Explorer browser and if you are using Internet Explorer 9 ,click on the gear icon [Image: IE gear icon] (Tools for Internet Explorer 8 users) ,then select Internet Options.
    [Image: Internet-options-IE.png]
  2. Go to the tab Connections.At the bottom, click on LAN settings.
    [Image: Remove-proxy-server2.png]
  3. Uncheck the option Use a proxy server for your LAN. This should remove the malicious proxy server and allow you to use the internet again.
    [Image: Remove-proxy-server3.png]

If you are a Firefox users, go to Firefox(upper left corner) → Options → Advanced tab → Network → Settings → Select No Proxy

STEP 3: Run RKill to terminate known malware processes associated with File Recovery.

RKill is a program that will attempt to terminate all malicious processes associated with File Recovery virus,so that we will be able to perform the next step without being interrupted by this malicious software.
Because this utility will only stop File Recovery running process, and does not delete any files, after running it you should not reboot your computer as any malware processes that are configured to start automatically will just be started again.

  1. While your computer is in Safe Mode with Networking ,please download the latest official version of RKill.Please note that we will use a renamed version of RKILL so that File Recovery won’t block this utility from running.
    RKILL DOWNLOAD LINK (This link will automatically download RKILL renamed as iExplore.exe)
  2. Double-click on the iExplore.exe icon in order to automatically attempt to stop any processes associated with File Recovery.
    [Image: run-rkill-1.png]
  3. RKill will now start working in the background, please be patient while the program looks for various malware programs and tries to terminate them.
    [Image: run-rkill-2.png]
    IF you are having problems starting or running RKill, you can download any other renamed versions of RKill from here.
  4. When Rkill has completed its task, it will generate a log. You can then proceed with the rest of the guide.
    [Image: File Recovery virus rkill3.jpg]

WARNING: Do not reboot your computer after running RKill as the malware process will start again , preventing you from properly performing the next step.

STEP 4: Remove File Recovery malicious files with Malwarebytes Anti-Malware FREE

  1. Download the latest official version of Malwarebytes Anti-Malware FREE.
    MALWAREBYTES ANTI-MALWARE DOWNLOAD LINK (This link will open a download page in a new window from where you can download Malwarebytes Anti-Malware Free)
  2. Start the Malwarebytes’ Anti-Malware installation process by double clicking on mbam-setup file.
    [Image: Malwarebytes Installer]
  3. When the installation begins, keep following the prompts in order to continue with the setup process. Do not make any changes to default settings and when the program has finished installing, make sure you leave both the Update Malwarebytes’ Anti-Malware and Launch Malwarebytes’ Anti-Malware checked. Then click on the Finish button. If Malwarebytes’ prompts you to reboot, please do not do so.
    [Image: Finishing Malwarebytes installation]
  4. Malwarebytes Anti-Malware will now start and you’ll be prompted to start a trial period , please select ‘Decline‘ as we just want to use the on-demand scanner.
    [Image: Decline Malwarebytes trial]
  5. On the Scanner tab,select Perform full scan and then click on the Scanbutton to start scanning your computer.
    [Image: Starting a full system sca]
  6. Malwarebytes’ Anti-Malware will now start scanning your computer for File Recovery malicious files as shown below.
    [Image: Malwarebytes scanning for malicious files]
  7. When the scan is finished a message box will appear, click OK to continue.[Image: Malwarebytes scan results]
  8. You will now be presented with a screen showing you the malware infections that Malwarebytes’ Anti-Malware has detected.Please note that the infections found may be different than what is shown in the image.Make sure that everything is Checked (ticked) and click on the Remove Selected button.
    [Image: Infections found by Malwarebytes]
  9. Malwarebytes’ Anti-Malware will now start removing the malicious files.After completing this task it will display a message stating that it needs to reboot,please allow this request and then let your PC boot in Normal mode.

STEP 5: Double check your system for any left over infections with HitmanPro

  1. This step can be performed in Normal Mode ,so please download the latest official version of HitmanPro.
    HITMANPRO DOWNLOAD LINK (This link will open a download page in a new window from where you can download HitmanPro)
  2. Double click on the previously downloaded fileto start the HitmanPro installation.
    [Image: HitmanPro Icon]
    IF you are experiencing problems while trying to starting HitmanPro, you can use the “Force Breach” mode.To start this program in Force Breach mode, hold down the left CTRL-key when you start HitmanPro and all non-essential processes are terminated, including the malware process. (How to start HitmanPro in Force Breach mode – Video)
  3. Click on Next to install HitmanPro on your system.
    [Image: Starting HitmanPro]
  4. The setup screen is displayed, from which you can decide whether you wish to install HitmanPro on your machine or just perform a one-time scan, select a option then click on Next to start a system scan.
    [Image: HitmanPro installation screen]
  5. HitmanPro will start scanning your system for malicious files as seen in the image below.
    [Image: HitmanPron scanning for File Recovery virus]
  6. Once the scan is complete,you’ll see a screen which will display all the malicious files that the program has found.Click on Next to remove this malicious files.
    [Image: HitmanPro scan results]
  7. Click Activate free license to start the free 30 days trial and remove the malicious files.
    [Image: Activate HitmanPro license]
  8. HitmanPro will now start removing the infected objects.If this program will ask you to restart your computer,please allow this request.

STEP 6 : Restore your shortcuts and remove any left over malicious registry keys

File Recovery has moved your shortcuts files in the Temporary Internet folder and added some malicious registry keys to your Windows installation , to restore your files we will need to perform a scan with RogueKiller.

  1. Please download the latest official version of RogueKiller.
    ROGUEKILLER DOWNLOAD LINK (This link will automatically download RogueKiller on your computer)
  2. Double click on RogueKiller.exe to start this utility and then wait for the Prescan to complete.This should take only a few seconds and then you can click the Start button to perform a system scan.
    RogueKiller scanning after File Recovery virus virus
  3. After the scan has completed, press the Delete button to remove any malicious registry keys.
    Remove File Recovery virus infection with RogueKiller
  4. Next we will need to restore your shortcuts, so click on the ShortcutsFix button and allow the program to run.
    Remove residual damage from File Recovery virus virus

STEP 7: Unhide your files and folders

File Recovery modifies your file system in such a way that all files and folders become hidden, to restore the default settings , you’ll need to run the below program.

  1. Download the Unhide utility, to unhide your files and folders.
    UNHIDE.EXE DOWNLOAD LINK (This link will automatically download the Unhide utility on your computer)
  2. Double-click on the Unhide.exe icon on your desktop and allow the program to run.The whole process should not take more than 10 minutes to complete,and at the end this utility will generate a report.
    Restore files after File Recovery virus infection

STEP 8: Get your desktop look back!

File Recovery changes your desktop background to a solid black color,to change it back to default one follow the below instruction.

    • Windows XP : Click on the Start button and then select Control Panel. When the Control Panel opens, please click on the Display icon. From this screen you can now change your Theme and desktop background.
    • Windows 7 and Vista : Click on the Start button and then select Control Panel. When the Control Panel opens, please click on the Appearance and Personalization category. Then select Change the Theme or Change Desktop Background to revert back to your original Theme and colors.

If you are still experiencing problems while trying to remove File Recovery from your machine, please start a new thread in our Malware Removal Assistance forum.

10 Rules to Avoid Online Scams

Here are 10 practical safety rules to help you avoid malware, online shopping scams, crypto scams, and other online fraud. Each tip includes a quick “if you already got hit” action.

  1. Stop and verify before you click, log in, download, or pay.

    warning sign

    Most scams win by creating urgency. Verify using a trusted method: type the website address yourself, use the official app, or call a known number (not the one in the message).

    If you already clicked: close the page, do not enter passwords, and run a malware scan.

  2. Keep your operating system, browser, and apps updated.

    updates guide

    Updates patch security holes used by malware and malicious ads. Turn on automatic updates where possible.

    If you saw a scary “update now” pop-up: close it and update only through your device settings or the official app store.

  3. Use layered protection: antivirus plus an ad blocker.

    shield guide

    Antivirus helps block malware. An ad blocker reduces scam redirects, phishing pages, and malvertising.

    If your browser is acting weird: remove unknown extensions, reset the browser, then run a full scan.

  4. Install apps, software, and extensions only from official sources.

    install guide

    Avoid cracked software, “keygens,” and random downloads. During installs, choose Custom/Advanced and decline bundled offers you do not recognize.

    If you already installed something suspicious: uninstall it, restart, and scan again.

  5. Treat links and attachments as untrusted by default.

    cursor sign

    Phishing often impersonates delivery services, banks, and popular brands. If it is unexpected, do not open attachments or log in through the message.

    If you entered credentials: change the password immediately and enable 2FA.

  6. Shop safely: research the store, then pay with protection.

    trojan horse

    Be cautious with brand-new stores, “closing sale” stories, and prices that make no sense. Prefer credit cards or PayPal for dispute options. Avoid wire transfers, gift cards, and crypto payments.

    If you already paid: contact your card issuer or PayPal quickly to dispute the transaction.

  7. Crypto rule: never pay a “fee” to withdraw or recover money.

    lock sign

    Common patterns include fake profits, then “tax,” “gas,” or “verification” fees. Another is a “recovery agent” who demands upfront crypto.

    If you already sent crypto: stop paying, save evidence (wallet addresses, TXIDs, chats), and report the scam to the platform used.

  8. Secure your accounts with unique passwords and 2FA (start with email).

    lock sign

    Use a password manager and unique passwords for every account. Enable 2FA using an authenticator app when possible.

    If you suspect an account takeover: change passwords, sign out of all devices, and review recent logins and recovery settings.

  9. Back up important files and keep one backup offline.

    backup sign

    Backups protect you from ransomware and device failure. Keep at least one backup on an external drive that is not always connected.

    If you suspect infection: do not connect backup drives until the system is clean.

  10. If you think you are a victim: stop losses, document evidence, and escalate fast.

    warning sign

    Move quickly. Speed matters for disputes, account recovery, and limiting damage.

    • Stop payments and contact: do not send more money or respond to the scammer.
    • Call your bank or card issuer: block transactions, replace the card if needed, and start a dispute or chargeback.
    • Secure your email first: change the email password, enable 2FA, and remove unfamiliar recovery options.
    • Secure other accounts: change passwords, enable 2FA, and log out of all sessions.
    • Scan your device: remove suspicious apps or extensions, then run a full malware scan.
    • Save evidence: screenshots, emails, order pages, tracking pages, wallet addresses, TXIDs, and chat logs.
    • Report it: to the payment provider, marketplace, social platform, exchange, or wallet service involved.

These rules are intentionally simple. Most online losses happen when decisions are rushed. Slow down, verify independently, and use payment methods and account controls that give you recourse.

468 thoughts on “Remove File Recovery virus (Uninstall Guide)”

  1. I am going through the steps detailed above. Question is, if I bought into the scam how can I minimize damage (in addition to completing the steps above). Is there anything I can do about the time in which this was active on my computer becuase I was not smart enough to avoid it?

    • Hello PackerFan,
      This cyber criminals might have collected your personal data,when you have paid for this fake produc and they might try in the future to use your data.The best thing to do here is to inform your bank,that you are the victim of a cyber attack,they should know what’s the next step!
      As an additional step I suggest that you do a scan with ESET ONLINE SCANNER

      1. Download ESET Online Scanner utility.
        ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
      2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
      3. Check Yes, I accept the Terms of Use
      4. Click the Start button.
      5. Check Scan archives
      6. Push the Start button.
      7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
      8. When the scan completes, push Finish

      Stay safe!

  2. Wow,, I was just about to rip all the hair outta my head, kick my boyfriend and have an anxiety attack, until I found you!!! You are friggin GENIUS.. Thank you and my boyfriend thanks YOU! Problem fixed…

  3. Thank you so muth!! Works perfect!! :) You rock!
    Before I saw your instructions I was going to reset my whole system. When I was in safe mode I put over some files I didn’t wana lose to an external disk. The files I put over was just some word documents, movie and images. Is it possibly that may external hard disk now is infected (and will infect my computer the plugging it) or should it be safe because I was in safe mode when doing it?

    • As long as you saved just some images and movies than you are ok!
      I suggest that you perform another check…mostly for your peace of mind:
      1.Run a scan with Kaspersky Virus Removal Tool
      Click here to download the Kaspersky Virus Removal Tool.

      1. Save it to your desktop.
      2. Double click the setup file to run it.
      3. Follow the onscreen prompts until it is installed
      4. Click the Options button (the ‘Gear’ icon), then make sure only the following are ticked:
        • System Memory
        • Hidden startup objects
        • Disk boot sectors
        • Local Disk (C:)
        • Also any other drives (Removable that you may have)
      5. Then click on Actions on the left hand side
      6. Click Select Action, then make sure both Disinfect and Delete if disinfection fails are ticked
      7. Click on Automatic Scan
      8. Now click the Start Scanning button, to run the scan
      9. After the scan is complete, click the reports button (‘Paper icon’, next to the ‘cog’ icon) on the right hand side
      10. Click Detected threats on the left
      11. Now click the Save button, and save it as kaslog.txt to your Desktop
      12. Please copy and paste the contents of kaslog.txt in your next reply.

      2.Run a scan with Eset Online Scanner.

      1. Download ESET Online Scanner utility.
        ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
      2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
      3. Check Yes, I accept the Terms of Use
      4. Click the Start button.
      5. Check Scan archives
      6. Push the Start button.
      7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
      8. When the scan completes, push Finish

  4. Hi! I’ve fixed all the problems. Got all the icons on desktop back. However, when I click on any of the folders, there are some folders inside showing no size. And when I click on those folders, all of my photos, documents, and music are gone. In other word, those folders are now empty. I’ve tried the unhide.exe but still did not get them back. Please reply this as soon as possible. (would be great if you email me the answer: tle9794@gmail.com or, the email above). Thank you so much for your time. I wish you all the best things.

    • I believe the virus has made my internet explorer inaccessible. I have no icon in normal or safe mode and cannot find in all programs either. Is this typical? Any suggestions?

      • Hello Josh,
        Lets try another way around this
        While in Normal Mode,please try to download and run Malwarebytes Chameleon:

        1. Hold down the WINDOWS key and press the R key

          2. ,this should brind up the Run box…. In it, please type the below content to download Malwarebytes Chameleon.

          iexplore.exe http://downloads.malwarebytes.org/file/chameleon

        2. Make certain that your PC is connected to the internet and then open the folder where you extracted Chameleon to and double-click on the Chameleon help file and then follow the onscreen instructions to use it.
        3. If the Chameleon help file itself will not open, then double-click each file one by one until you find one that works, which will be indicated by a black DOS/command prompt window Note: Do not attempt to open mbam-killer as that is not a Chameleon executable and serves a different purpose)
        4. Follow the onscreen instructions to press a key to continue and Chameleon will proceed to download and install Malwarebytes Anti-Malware for you
        5. Once it has done this, it will attempt to update Malwarebytes Anti-Malware, click OK when it says that the database was updated successful
        6. Next, Malwarebytes Anti-Malware will automatically open and perform a Quick scan
        7. Upon completion of the scan, if anything has been detected, click on Show Result
        8. Have Malwarebytes Anti-Malware remove any threats that are detected and click Yes if prompted to reboot your computer to allow the removal process to complete
        9. After your computer restarts, open Malwarebytes Anti-Malware and perform a Full System scan to verify that there are no remaining threats

        2.Please perform a scan with HitmanPro,RogueKiller and Unhide.exe as seen on the guide.

        3.Run a scan with ESET Online Scanner:

        1. Download ESET Online Scanner utility.
          ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
        2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
        3. Check Yes, I accept the Terms of Use
        4. Click the Start button.
        5. Check Scan archives
        6. Push the Start button.
        7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
        8. When the scan completes, push Finish

        If it still doesn’t want to work, please try the above steps while in Safe Mode with Networking.
        Waiting for your reply to see how everything is running…. Good luck!

    • I cant get the first step done, when I enter safe my firefox says already running and wont run and my internet explorer has completely disappeared. Also i tried the activation code twice with no luck.

      • Hello,
        Lets try another way around this
        While in Normal Mode,please try to download and run Malwarebytes Chameleon:

        1. Hold down the WINDOWS key and press the R key

          2. ,this should brind up the Run box…. In it, please type the below content to download Malwarebytes Chameleon.

          iexplore.exe http://downloads.malwarebytes.org/file/chameleon

        2. Make certain that your PC is connected to the internet and then open the folder where you extracted Chameleon to and double-click on the Chameleon help file and then follow the onscreen instructions to use it.
        3. If the Chameleon help file itself will not open, then double-click each file one by one until you find one that works, which will be indicated by a black DOS/command prompt window Note: Do not attempt to open mbam-killer as that is not a Chameleon executable and serves a different purpose)
        4. Follow the onscreen instructions to press a key to continue and Chameleon will proceed to download and install Malwarebytes Anti-Malware for you
        5. Once it has done this, it will attempt to update Malwarebytes Anti-Malware, click OK when it says that the database was updated successful
        6. Next, Malwarebytes Anti-Malware will automatically open and perform a Quick scan
        7. Upon completion of the scan, if anything has been detected, click on Show Result
        8. Have Malwarebytes Anti-Malware remove any threats that are detected and click Yes if prompted to reboot your computer to allow the removal process to complete
        9. After your computer restarts, open Malwarebytes Anti-Malware and perform a Full System scan to verify that there are no remaining threats

        2.Please perform a scan with HitmanPro,RogueKiller and Unhide.exe as seen on the guide.

        3.Run a scan with ESET Online Scanner:

        1. Download ESET Online Scanner utility.
          ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
        2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
        3. Check Yes, I accept the Terms of Use
        4. Click the Start button.
        5. Check Scan archives
        6. Push the Start button.
        7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
        8. When the scan completes, push Finish

        If it still doesn’t want to work, please try the above steps while in Safe Mode with Networking.
        Waiting for your reply to see how everything is running…. Good luck!

  8. You are so awesome!!!!! I’ve spent a whole night of last night until 4 AM trying to fix this by a different way from another website. However, my laptop got frozen on the startup screen and the safe mode didnt work either this morning. Wish I was about to find this earlier. Thank you so much. I think there is still some missing files on the desktop like some word files, picture, and music. But that’s totally fine. Thank you for being so specific. Thank you and thank you

  9. Thanks for this guide, I am impressed with the detail.

    I have a machine with this infection. I have daily image backups of this machine going back two weeks. If I restore an image, what’s the best way to determine if it’s clean?

    Thanks in advance.

    • Hello eperson,
      Run a scan with Malwarebytes,HitmanPro and ESET Online Scanner.. if they all came up clean then you’re good to go…
      +1 for doing Image back-ups!:)
      Stay safe!

  10. Thank you, thank you, thank you! This made it so easy to get my computer up and running again. You are the best!

  11. Hi, thank you for providing these instructions for removing the file recovery virus,
    I am however having trouble running the Rkill programme even with it being renamed.
    It comes up with:
    Checking for Windows services to stop.
    * No malware services found to stop.
    Checking for processes to terminate.
    * No malware processes found to kill.
    Checking Registry for malware related settings.
    * No issues found in the Registry.
    Resetting .EXE, .COM, & .BAT associations in the Windows Registry.
    Performing miscellaneous checks.

    Is this normal? as it says it hasn’t found any malware processes to kill etc. and I am certain I have this virus. Will this stop the other stages… malwarebytes onwards from working?

    Thank you in advance.

    • Hello Caleb,
      Go ahead with the Malwarebytes scan… don’t worry about RKILL… If you will have any problems please reply back.

  12. It’s so nice when people like you take the time to give clear, detailed, accurate and intensive directions on how to remove something as disgusting as this malware! Thank you so much!!!!

  13. Hi, Thanks a lot for this great guide! After finishing all the steps, most of my computer settings were restored. However, on my desktop there’s was a shortcut called File_Recovery. I try to right click it and it just freezes on the mouse “loading” image. I searched it on the start menu and there’s an option called “Uninstall File Recovery”. What should I do? I’m scared to click on any of the files.

    Thanks for all the help!

    • Hello Jack,
      Can you please run a scan with Combofix, ESET online scanner and post the logs here so that I can get an idea on what’s going on :

      STEP 1 : Run a scan with Combofix

      Download ComboFix from one of the following locations:

      COMBOFIX DOWNLOAD LINK #1 (This link will automatically download Combofix on your computer)
      COMBOFIX DOWNLOAD LINK #2  (This link will automatically download Combofix on your computer)

      VERY IMPORTANT !!! Save as Combo-Fix.exe during the download.ComboFix must be renamed before you download to your Desktop

      • Close any open browsers.
      • Very Important! Temporarily disable your anti-virus, script blocking and any anti-malware real-time protection beforeperforming a scan. They can interfere with ComboFix or remove some of its embedded files which may cause “unpredictable results”.
      • WARNING: Combofix will disconnect your machine from the Internet as soon as it starts
      • Please do not attempt to re-connect your machine back to the Internet until Combofix has completely finished.
      • If there is no internet connection after running Combofix, then restart your computer to restore back your connection.
      1. Double click on ComboFix.exe & follow the prompts.
      2. Accept the disclaimer and allow to update if it asks
      3. When finished, it shall produce a log for you.

      Notes:

      1. Do not mouse-click Combofix’s window while it is running. That may cause it to stall.
      2. Do not “re-run” Combofix. If you have a problem, reply back for further instructions.
      3.  If after the reboot you get errors about programms being marked for deletion then reboot, that will cure it.

      STEP 2: Run a scan with ESET Online Scanner:

      1. Download ESET Online Scanner utility.
        ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
      2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
      3. Check Yes, I accept the Terms of Use
      4. Click the Start button.
      5. Check Scan archives
      6. Push the Start button.
      7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
      8. When the scan completes, push Finish

      Waiting for your reply to tell me if your machine is ok and the logs from this utilities.

  14. After doing this several times and in different orders I finally got close to being back to normal, but my internet explorer does not work. It works in safe mode, but not normal mode. I tried updating to IE9 while in safe mode, but didn’t help in normal mode. I installed Chrome in Safe mode and that does not work in normal mode, but works in safe mode. When I click on IE in normal mode an application error pops up saying “The application was unable to start correctly (0xc0000005). Click OK to close the application.” Thanks for all your help so far.

    • Hello john,
      Can you please run a scan with Combofix, ESET online scanner and post the logs here so that I can get an idea on what’s going on :

      STEP 1 : Run a scan with Combofix

      Download ComboFix from one of the following locations:

      COMBOFIX DOWNLOAD LINK #1 (This link will automatically download Combofix on your computer)
      COMBOFIX DOWNLOAD LINK #2  (This link will automatically download Combofix on your computer)

      VERY IMPORTANT !!! Save as Combo-Fix.exe during the download. ComboFix must be renamed before you download to your Desktop

      • Close any open browsers.
      • Close/disable all anti virus and anti malware programs so they do not interfere with the running of ComboFix.
        ———————————————————–

        • Very Important! Temporarily disable your anti-virus, script blocking and any anti-malware real-time protection beforeperforming a scan. They can interfere with ComboFix or remove some of its embedded files which may cause “unpredictable results”.
        • Click on this link to see a list of programs that should be disabled. The list is not all inclusive. If yours is not listed and you don’t know how to disable it, please ask.
          ———————————————————–
        • Close any open browsers.
        • WARNING: Combofix will disconnect your machine from the Internet as soon as it starts
        • Please do not attempt to re-connect your machine back to the Internet until Combofix has completely finished.
        • If there is no internet connection after running Combofix, then restart your computer to restore back your connection.

        ———————————————————–

       

      1. Double click on ComboFix.exe & follow the prompts.
      2. Accept the disclaimer and allow to update if it asks
      3. When finished, it shall produce a log for you.

      Notes:

      1. Do not mouse-click Combofix’s window while it is running. That may cause it to stall.
      2. Do not “re-run” Combofix. If you have a problem, reply back for further instructions.
      3.  If after the reboot you get errors about programms being marked for deletion then reboot, that will cure it.

      STEP 2: Run a scan with ESET Online Scanner:

      1. Download ESET Online Scanner utility.
        ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
      2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
      3. Check Yes, I accept the Terms of Use
      4. Click the Start button.
      5. Check Scan archives
      6. Push the Start button.
      7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
      8. When the scan completes, push Finish

      Waiting for your reply to tell me if your machine is ok and the logs from this utilities.

  15. Thank you very much Stelian! Wonderful instructions, easy to understand and follow. I was able to follow all your steps easily enough but I encountered a problem after using RKILL. I could not stop it from rebooting for some reason so I just ended up installing Malwarebytes after it rebooted and it seems to have worked fine without a hitch. My computer is back to normal albeit some programs like by printer control server is not working and needs a re install. If anyone has a step they are having trouble with you can always adjust the steps like I did. It’s probably better to follow it to the T but sometimes its not always exactly like the author’s instructions. Follow these instructions! They aren’t trying to sell you anything, ok maybe the full versions of the programs , they are just sincerely trying to help! There are still good people out there and I thank you again for that! A+

    • WARNING: Do not reboot your computer after running RKill as the malware process will start again , preventing you from properly performing the next step.

      Every time I use Rkill the program automatically reboots. What do I do.

      • Hello Brian,
        It seems like you also have a ZeroAccess rootkit on your machine.Can you please run a scan with Combofix, ESET online scanner and post the logs here so that I can get an idea on what’s going on:

        STEP 1 : Run a scan with Combofix

        Download ComboFix from one of the following locations:

        COMBOFIX DOWNLOAD LINK #1 (This link will automatically download Combofix on your computer)
        COMBOFIX DOWNLOAD LINK #2  (This link will automatically download Combofix on your computer)

        VERY IMPORTANT !!! Save as Combo-Fix.exe during the download.ComboFix must be renamed before you download to your Desktop

        • Close any open browsers.
        • Very Important! Temporarily disable your anti-virus, script blocking and any anti-malware real-time protection beforeperforming a scan. They can interfere with ComboFix or remove some of its embedded files which may cause “unpredictable results”.
        • WARNING: Combofix will disconnect your machine from the Internet as soon as it starts
        • Please do not attempt to re-connect your machine back to the Internet until Combofix has completely finished.
        • If there is no internet connection after running Combofix, then restart your computer to restore back your connection.
        1. Double click on ComboFix.exe & follow the prompts.
        2. Accept the disclaimer and allow to update if it asks
        3. When finished, it shall produce a log for you.

        Notes:

        1. Do not mouse-click Combofix’s window while it is running. That may cause it to stall.
        2. Do not “re-run” Combofix. If you have a problem, reply back for further instructions.
        3.  If after the reboot you get errors about programms being marked for deletion then reboot, that will cure it.

        STEP 2: Run a scan with ESET Online Scanner:

        1. Download ESET Online Scanner utility.
          ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
        2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
        3. Check Yes, I accept the Terms of Use
        4. Click the Start button.
        5. Check Scan archives
        6. Push the Start button.
        7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
        8. When the scan completes, push Finish

        NEXT,please run a scan with HitmanPro and RogueKiller
        Waiting for your reply to tell me if your machine is ok and the logs from this utilities.

  16. This was a great help! I’m really glad I stumbled across this. It’s pretty annoying to get Malware, but I’ve learned to fix so many of the tough ones I knew right away I needed to shut down and restart in safe mode with networking as soon as my desktop went dark. I also already had Malware Bytes on my computer, so it was pretty easy for me to run the unhide app and hitman. Thank you!

    • I have followed each of the steps outlined, which removed the virus, restored my shortcuts, desktop, etc, however, like Randy Haben below, I cannot run Windows Update and cannot turn on Windows Defender firewall. I tried the Windows Update Troubleshooter, but it was unable to fix update.
      Any suggestions?

      • Hello Bill
        Can you please run a scan with Combofix, ESET online scanner and post the logs here so that I can get an idea on what’s going on :

        STEP 1 : Run a scan with Combofix

        Download ComboFix from one of the following locations:

        COMBOFIX DOWNLOAD LINK #1 (This link will automatically download Combofix on your computer)
        COMBOFIX DOWNLOAD LINK #2  (This link will automatically download Combofix on your computer)

        VERY IMPORTANT !!! Save as Combo-Fix.exe during the download. ComboFix must be renamed before you download to your Desktop

        • Close any open browsers.
        • Close/disable all anti virus and anti malware programs so they do not interfere with the running of ComboFix.
          ———————————————————–

          • Very Important! Temporarily disable your anti-virus, script blocking and any anti-malware real-time protection beforeperforming a scan. They can interfere with ComboFix or remove some of its embedded files which may cause “unpredictable results”.
          • Click on this link to see a list of programs that should be disabled. The list is not all inclusive. If yours is not listed and you don’t know how to disable it, please ask.
            ———————————————————–
          • Close any open browsers.
          • WARNING: Combofix will disconnect your machine from the Internet as soon as it starts
          • Please do not attempt to re-connect your machine back to the Internet until Combofix has completely finished.
          • If there is no internet connection after running Combofix, then restart your computer to restore back your connection.

          ———————————————————–

         

        1. Double click on ComboFix.exe & follow the prompts.
        2. Accept the disclaimer and allow to update if it asks
        3. When finished, it shall produce a log for you.

        Notes:

        1. Do not mouse-click Combofix’s window while it is running. That may cause it to stall.
        2. Do not “re-run” Combofix. If you have a problem, reply back for further instructions.
        3.  If after the reboot you get errors about programms being marked for deletion then reboot, that will cure it.

        STEP 2: Run a scan with ESET Online Scanner:

        1. Download ESET Online Scanner utility.
          ESET Online Scanner Download Link (This link will automatically download ESET Online Scanner on your computer.)
        2. Double click on the Eset installer program (esetsmartinstaller_enu.exe).
        3. Check Yes, I accept the Terms of Use
        4. Click the Start button.
        5. Check Scan archives
        6. Push the Start button.
        7. ESET will then download updates for itself, install itself, and begin scanning your computer. Please be patient as this can take some time.
        8. When the scan completes, push Finish

        NEXT,
        1. Click the Start buton
        2. Type “cmd” in the Search Box and then press Enter
        3. Right-click “cmd.exe” and select “Run as administrator”
        4. Click “Continue” on the “User Account Control” Window
        5. In the command prompt type the following command
        sc create BITS binpath= “c:\windows\system32\svchost.exe -k netsvcs” start= delayed-auto
        6.Restart your computer and check if the problem is solved.
        Waiting for your reply to tell me if your machine is ok and the logs from this utilities.
        Waiting for your reply to tell me if your machine is ok and the logs from this utilities.

  17. Life Saver! Thank you so much for creating this for us non techies. Followed the steps and all my files were recoved. You guys ROCK!!!!!!

  19. Like many others, I found this blog post enormously helpful. It has taken many hours over a couple of weeks to recover from this attack. I got stuck at the Hitman Pro step. When running it I noticed it flagged the MBR (Master Boot Record). That worried me a little and when I rebooted, I got a “disk read error”. I could not find any articles to deal with that other than re-installing Windows. One problem with that is that I cannot have my original disks. However, I do have another laptop with Windows 7 and created a repair disk from that. Booting from the repair disk dvd, I discovered I could get to the command prompt and could see my hard drive and could run CHKDSK, which came back with no errors. I ran the various boot fixes and still could not get past the disk read error on startup. Then it occurred to me that maybe the partition had been deactivated. I got back to the command prompt on the repair disk and used DISKPART to set the partition (in this case partition 2 because DELL has other uses for partition 1) to active. Bingo! Now the computer boots and fine and I have been able to continue with the remaining steps. RogueKiller identified the ZeroAccess rootkit and apparently neutralized it. MalwareBytes and HitmanPro now run clean.

    Thanks again for this really useful post.

  20. OMG! You are a lifesaver! The instructions were easily laid out and made following easy! THANK YOU!

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