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phone help

my system is infected with a : and worm.win32.netsky.p@mm
i prefer phone help, but when i fill out the form it comes up that my password is incorrect. when requesting the password, i get the same , but it still will not take it..


9 Replies

RE: phone help


Send the file to the lab,if known.

What operating system/service pack do you have,click start>right click my computer>click on properties>general tab.

What Mcafee products/versions are installed,right click M icon>scroll to each product>click on about>Dat/Engine/Build>or double -click M icon if new version>click on view details

Save SmitFraudFix (by S!Ri) to your desktop.

Install this programme >>Here<< update its definitions.

Once updated click on the Scanner Tab>then Settings>click on Recommended Action and set it to Quarantine>then boot into Safe Mode.

Start tapping F8 when system starts>select Safe Mode from options.Log into your normal account(username).

In safe mode double click on SmitFraud and select option 2,after running Smitfraud run AVG(complete system scan),when AVG has finished scanning remember to click on Apply All Actions if anything is found,then boot back into normal mode.

RE: phone help


media center edition
version 2002
service pack2
hp pavillion pcm7160n

when i click my m icon, the windows opens up but is empty.
(there was an update earlier this morning?)

have comcast = mcafee


security center 8.0
virus 12.0
firewall 9.0
privacy 10.0
data backup 1.2

RE: phone help

anybody out there who can help please?

there must be a way to remove those two....

RE: phone help

Did you try the fixes that Paullotion posted above?

If you did and it's not working then use Hijackthis and post its log on any of the following forums for expert help:

Do not post the log here, we can't help!


Post the logs at a specialist Forum:









Be sure to read all the sticky announcements/instructions at the top of each malware forum!

RE: phone help

yes is did. but still the same


RE: phone help

Ok, then if you don't want to do the Hijackthis suggestion above and the form for online virus removal isn't working for some reason, try calling Customer Service, they should be able to sort it out and get you connected with Virus Removal:

Free call: 1-866-897-9325 press 4 then 0 between 8am and 8pm Central Time.

RE: phone help

after several attempts trying to remove the problem, i finally downloaded norton 360 trial version, which took care of my problem right away.
i have been with you guys for several years now, at least 5-7 years, and i am negative supprised about the help you have NOT available for a common problem.

here is a copy of my letter to comcast, and i wished you software/ service would be more up to date.




to whom it may concern,

i am with comcast for several years now, and my security product was always mcafee. prior to you i paid for it, now it is part of your service.

last week i had an incident. i downloaded a mail attachment,
2) worm.win32.netsky.p@mm
those two things caused a lot of trouble.
but...mcafee security did not removed the problem, a phone and chat help was not available (over load) at their community help web site, i was directed to third party websites..!!!! because mcafee could not help and had not help.

after several attempts (which i finally downloaded norton 360, which took care of my problem right there.

i suggest to you to drop mcaffe and add norton to your service.

what is the monthly subscription to comcast without a mcaffe service?


RE: phone help

There isn't any single protection software on the market that will catch everything. One day you may find that Norton wont clean something and then you are back at square one again.
That's why we, like many other forums, recommend all kinds of different products for various problems, and, unlike Norton, at least McAfee has a forum as well as other technical support tools.
It's your prerogative to switch products of course, but I certainly wouldn't pay for something unnecessarily, which is what you've done.
Locking this thread.

RE: phone help

I doubt very much if Norton360 removed the infection, most likely running SmitFraud and AVG antispyware removed most of the infection,Norton just removed whatever junk was left behind.

It may have just moved the signs of the infection and not any of the files/folders/reg entries that may still be onboard, Norton is not very good at removing this type of infection, so i find it hard to believe it did,not because this is a Mcafee forum,because its a fact.

I still recommend following Ex_Brit advise and post in the Hijackthis forum,this way you can be sure that nothing is lurking on your system.

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