Posted 28 March 2010 - 07:47 PM
I contacted Symantec technical support and they did a remote session on my computer and they claimed that the “mlfcache.dat” file located in the \windows\system32 folder on my computer was a virus. When I asked the support person why Norton 360 v4 did not protect my computer from this infection, he said "I allowed" it to be installed on my computer. He said I need to remove that "spyware software" from my computer or Norton 360 will not work. He then said either I have to remove it on my own or pay them $100 to remove it for me.
I did a google search on mlfcache.dat and found that somebody said that file is used by Apple Safari. I posted a message on the Apple Safari technical support forum and a number of people confirmed that mlfcache.dat is a font cache file used by Apple Safari for Windows and it is not a virus.
Just to be safe, I uploaded the "mlfcache.dat" file to the following three online virus / spyware / malware detection websites (referenced on the Malwarebytes forum) where they submit the file for scanning to about 100 detection databases and they all responded that this file is not part of a virus, spyware or malware.
I then contacted Symantec support again and now they say that the technician who checked my computer remotely said my computer was infected with the “Heur.Trojan.Win32.Generic” virus (although he never told me that while I was on the phone with him). This Symantec support person went on to say in the email that I could go to the Symantec “self-help” webpage to get instructions to remove the virus myself or I could pay them $100 to do it for me.
I went to this Symantec self-help page that they referred me to:
I searched for "Heur.Trojan.Win32.Generic" and the response was:
Our search engine was unable to find any pages related to
Norton 360 v4 does full scans on a regular basis and it has never detected that virus and a Malwarebytes Anti-Malware full scan says there is nothing detected.
A few days ago, Norton 360 v4 did pop-up with the detection of a “cl.class (Trojan.Gen)” virus in a Sun Java cache folder (it showed the complete path to the file). It said that the removal failed and I should remove the threat. I then deleted that file and went to the Java applet in Control Panel and selected the option to delete all cache files. I don’t know if this detection of “cl.class (Trojan.Gen)” is related to “Heur.Trojan.Win32.Generic” but Norton 360 v4 no longer reports any detections.
My questions are:
How can I verify if my computer is infected with “Heur.Trojan.Win32.Generic” since neither Norton 360 v4 nor Malwarebytes Anti-Malware v1.44 detects any threats or viruses?
If my computer was infected with “Heur.Trojan.Win32.Generic”, would Malwarebytes Anti-Malware v1.44 detect it?
If my computer is infected with “Heur.Trojan.Win32.Generic”, where can I find directions to removal it myself (so I don’t need to pay Symantec $100 to do it)?
Thanks to anyone who can help me out.
Posted 28 March 2010 - 08:02 PM
We actually offer FREE malware removal assistance, so no need to pay anyone to do it for you or do it yourself if you don't know what you are doing.
Please read and follow the directions here, skipping any steps you are unable to complete. Then post a NEW topic here.
One of the expert helpers there will give you one-on-one assistance when one becomes available.
Please note that it may take 48 hours or more for you to receive a response in the malware removal forum, as it is often busy at times. Please do not reply to your own post asking for help unless its been more than 48 hours since you originally posted, as this can make it appear as though you are being helped and take longer for you to get help.
If you are unable to do all or any of the steps in the link to the directions above, just post your problem into the forum I gave you a link to anyway and someone will be able to assist you.
Also, when replying, please use the "ADD REPLY" button or erase what the person you are replying to said, as this makes the forum easier to read.
After posting your new post make sure under options that you select Track this topic and choose one of the Email options so that you're alerted when someone has replied to your post.
In addition to the above, you should post the contents of your original post into your new topic in the Malware Removal forum so that your helper will have a background of what happened up until this point.
Our character is what we do when we think no one is looking.
-H. Jackson Brown Jr.
It's not what we do once in a while that shapes our lives.
It's what we do consistently.
Posted 28 March 2010 - 08:03 PM
Please follow the instructions from mountaintree16 and get the system fully checked for free -
Installing and setting up the software can be tricky for novices, so most users should have competent IT staff on hand to take care of glitches. Once installed, it's easy to remotely control machines or quickly drag and drop files via cable or modem using the simple, intuitive interface. Essentially, the remote machine opens a window into the host computer to watch or take over its functioning. While this may take a bit of adjustment at first, it quickly becomes second nature.
Thank You -
If you are waiting for an answer Press F5 ................. you may have one waiting for you ........
0 user(s) are reading this topic
0 members, 0 guests, 0 anonymous users