2 Replies Latest reply on Aug 20, 2011 5:06 PM by jackrussell

    how do i resolve the 2 items unable to be fixed?

      i am running xp pro with the mcafee internet security provided by my isp.  it has found 2 issues on scan that are not able to be fixed.  my updates are current. 


      i am also experiencing the issues of my browser redirecting when i do a search (usually to a 'you won',  'ask.com' type of website) and i am unable to retain my changes to my privacy settings (trying to increase them right now they are set to accept all cookies). 


      from the threats detected log:


      - detected cannot be removed


      - detected cannot be removed


      cookies were also detected for the below that cannot be repaired











      Any help is appreciated.

        • 1. Re: how do i resolve the 2 items unable to be fixed?

          Run in order after you reboot



          The actual download is available HERE.


          Please read this McAfee article: Required Reading - Home User Assistance, Malware Troubleshooting


          If you can isolate the malware that isn't being detected/removed you can try submitting it to McAfee Laboratories.


          If possible locate removal tools on the web for whatever the infection name that is bugging you -  Google can be your friend.   Be careful what you pick though!  Avoid cures that simply say 'Click Here'.


          Here are some FREE programs that you can download to get adware/spyware removed from the machine (keep them AND your computer updated!):




          N.B. It cannot be updated therefore needs to be freshly downloaded each time you use it as it is updated on the website every weekday.


          Stinger is a standalone utility used to detect and remove specific viruses. It is not a substitute for full anti-virus protection, but rather a tool to assist administrators and users when dealing with an infected system. Stinger utilizes next-generation scan engine technology, including process scanning, digitally signed .DAT files, and scan performance optimizations. It detects and removes threats identified under the "List Viruses" icon in the Stinger application.


          How to Use Stinger: http://www.mcafee.com/us/downloads/free-tools/how-to-use-stinger.aspx


          Fake Alert Stinger


          This tool detects and removes "FakeAlert" malware variants - please post in the forums if it misses anything.  It also must be freshly downloaded each time as it is updated on the website every weekday.


          There is a special section of the forum devoted to this tool:  https://community.mcafee.com/community/security/top_threats


          Terms of Use: http://www.mcafee.com/apps/free-tools/termsofuse.aspx?url=/us/downloads/free-too ls/fake-alert-stinger.aspx


          McAfee Free Tools webpage:  http://www.mcafee.com/us/downloads/free-tools/index.aspx



          Some infections are difficult for antivirus software to remove because of the way they work or because they are constantly mutating and that is where certain anti-malware tools come in handy.  By the same token, these tools aren't that good at protecting you from the millions of infections that your antivirus application already keeps out.  It is by no means a bad reflection on any antivirus application that one finds oneself resorting to using these tools.  They are meant to supplement your protection.   But keep them updated!


          WARNING: We are not responsible for any problems caused by these programs. Most have their own support. Also note that anti-spyware software will often remove all your good cookies (along with any bad ones of course) - so you have to be careful what you delete when the scan finishes.


          Users will have to check each website for operating system compatibility.  Remember to keep them updated!!


          Malwarebytes Anti-Malware (Free)

          Download the free version here: 


          This tool can downloaded, installed, updated and run all in 'Safe Mode with Networking' if necessary.

          Support Forum: http://www.malwarebytes.org/forums/


          SuperAntiSpyware (Free)


          Also if you want to use an 'on the go' scanner using a USB stick there is SuperAntispyware Portable: http://www.superantispyware.com/portablescanner.html?tag=SAS_HOMEPAGE

          Support Forum: http://forums.superantispyware.com/

          • 2. Re: how do i resolve the 2 items unable to be fixed?

            Thanks!   I installed the getsusp, stinger and fake alert stinger.  getsusps found 2 files but the stingers could not clean them. 


            I followed your google tip and found TDSS Killer.  that removed an item and after that i was able to retain my privacy and security settings in ie8.  the browser redirect was also fixed.


            there were still some files that getsusps found that were not able to be cleaned.  I downloaded malwarebytes and superantispyware.  malwarebytes found about 5 more files and superantispyware fixed one of the items getsusps found and got rid of a tonne of cookies.  McAfee updated later and cleaned the other file getsups found.


            Looks like things are back to normal but i am going to keep scanning with the tools to ensure it is clean!


            thanks again for the help!