help me to help my cousin

hello avast users,

i installed a year ago, avast on my aunt’s computer, and today she called me.
she has a problem with a virus, on the ram memory, i never heard of that king, and she says that everything she tries on, the avast program says she isn’t allowed to do that.

i asked what user acc is she using and she confirmed me it was the manager acc

she cant use almost anything on the computer becouse the avast flashes and says she cant do that or what else she tryes to do

could anyone please help me out!!!

thx!

she also says that avast just says its a Trojan, nothing else, and every time its asks her to send to quarantine, everytime she sends it but always come back!!!

thats all i know!

thx again

Access denied means, generally, that the file is in use by another process (program) and cannot be repaired/cleaned/moved/handled by avast! Is she using Windows XP?
Can she schedule a boot-time scanning?
Start avast! > Right click the skin > Schedule a boot-time scanning.
Select for scanning archives.
Boot.
If infected files are found, it’s safer to send them to Chest instead of deleting them.
This way you can further analysis them.

See also: http://www.digitalred.com/avast-boot-time.php
The report file is created automatically in \Data\Report\aswBoot.txt

avast gives more information that it just says it is a trojan.

What is the malware name ?

What is the infected file name, where was it found e.g. (C:\windows\system32\infected-file-name.xxx) ? Check the avast! Log Viewer (right click the avast icon), Warning section, this contains information on all avast detections.

If your Aunt has XP or Win2k, you could enable a boot time scan, as Tech mentioned.
The fact that it keeps coming back indicates that there are other elements to the infection restoring or downloading the file.

If you haven’t already got this software (freeware), download, install, update and run it, preferably in safe mode.

  1. If using winXP AVG anti-spyware (formerly Ewido). Or SUPERantispyware Or Spyware Terminator. Or a-Squared free if using win98/ME.