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February 2nd, 2014 11:00

Malware - Win32downloader

My Dell windows 7 is infected with the Win32downloader. I have contacted the help deck through the concierge service. I left all the information but no one has called me. How long does it take to get a response or should I do something else?

14 Posts

February 2nd, 2014 16:00

It was the Dell concierge desk that I called. I gave up and did a chat session with them and the technician called me because the link he sent me would shut down the chat session. I got a really good technician this time. (Sometimes they are wonderful and sometimes they are not so great and can even be rude.) This gentleman was wonderful and work 3 hours and did about six scans to get rid of it. Before I found out I had this problem the computer shut down all networking processes (probably due to the malware) They did get it restored but I still can make changes or save documents from this computer to the other one. They continue to be read only. They want to run malbytes or something such as that. This technician believed me when I told him that Spybot was the only thing that would find that. He ran both and on Spybot it came up. He also deleted the other detector because it is not compatible with McAfee to be left on the computer. (Explains why my McAfee kept shutting down) It took a while because some of their system is down and he had to do it manually but he listened to me about the Spybot and he worked very hard to remove. I would not suggest that anyone try to do this on their own. I would also suggest that if your technician does not listen to you, ask for a different one. If they had listened about Spybot, we would have known about the Malware sooner, work to get rid of it would have started sooner, they would not have uninstalled and re-installed McAfee three times and maybe I would be able to work with my files from this computer on the other one by now. I still have that issue. They kept blaming McAfee and after calling McAfee assured me that there was nothing wrong with it, updated it, and asked that they not uninstall it again. They should have known to just turn off the firewall if needed. I repeat, don't try to get rid of this malware by yourself. Spybot is the only system that will catch it (the internet tells you that) and if your technician won't listen to you or does things you are uncomfortable with, ask for a different technician and manager. Thanks everyone.

3 Apprentice

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15.2K Posts

February 2nd, 2014 11:00

I'm not sure what "help desk" and "concierge service" you're referring to... perhaps you can elaborate?


As an alternative, you might considering following the directions at http://spywarehammer.com/simplemachinesforum/index.php?topic=12262.0 to register and post the requested DDS logs at spywarehammer.com; there are expert helpers there who can "walk you through" procedures to analyze your system, and clean-up the infection.   All help provided there is FREE.   If you decide to go for help there, please wait for a response, and do NOT attempt to run any other scans/removers on your own --- do exactly what they instruct you to do, no more, no less.

Good luck!

20.5K Posts

February 2nd, 2014 14:00

I'll second what ky331 suggested. If whatever "Help Desk" you contacted is a paid service Free help by trained volunteers in the security community would be a good idea. If possible when registering at SpywareHammer, please use your same username as here so that your registration can be approved and staff can be notified to pick up your logs as soon as possible. They are required to reply within 48 hours. Most are picked up within an hour of your log post.
Don't forget to check your email and click on the link they send you in order to confirm your registration. You will need to post two logs.
The instructions are at the top of their forum.

14 Posts

February 2nd, 2014 17:00

Thank you

20.5K Posts

February 2nd, 2014 18:00

NOTE: The issue has been resolved, so this thread is now closed. Everyone else who is having a similar issue, please begin a New Post at the top of the forum.

20.5K Posts

February 2nd, 2014 18:00

It's good to know of another place that Dell customers can go for free help.

They did get it restored but I still can make changes or save documents from this computer to the other one. They continue to be read only.
If your documents were left as Read Only whoever worked on your computer is not finished, so they will probably will be back in touch with you. In my experience, one of Spybot's problems has been incomplete removals. That is probably why the tech did not want to use Spybot. Spybot is not the only application that detects that malware. If you are working with someone specifically trained in malware removal, he will know exactly what to do.

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