Advice,pls,Have Trojan but Kaspersky not identifying it

Kailua

Hello,

Please can I have some advice for my mom. She had her laptop 'serviced' today and was told that she had a trojan which is why the laptop had been running slowly. They wanted c£80 to get rid of it. However, she has Kaspersky and it has not picked up any trojan or other problems when scanned.

How do I check to see if the laptop has a trojan and if it does have one, why wouldn't Kaspersky pick it up?

Grateful for any advice on this.

Kind Regards
Kailua

closed

Did you ask them which trojan and where it was? Surprised Kaspersky didn't find anything, it's one of the best, provided it's upto date. Try a malwarebytes scan. They could be having you on, if they found a trojan, they must have scanned it, and therefore could have removed it easily at the same time.

GunJack

So have you refused to pay and got the lappy back ?? If so, download Malwarebytes anit-malware from here:-

http://www.filehippo.com/download_malwarebytes_anti_malware/

download latest version (in green, top right-ish of page), update and run a full scan, allow it to delete all it finds, and post the log back up here.

Then HiJack This from here:-

http://www.filehippo.com/download_hijackthis/

run a scan BUT DON'T TRY and fix anything with it, post the log and you'll get advice on what to do next.

Viruses, trojans and the like take many forms, and no single security prog will get them all....you need antivirus, antimalware, and possibly some others if it gets serious, but let's look at the abouve first....

If you haven't agreed to the charge, tell 'em no thanks, and get it back, then refer to the top of this post

asininity

Second what GunJack says.

Kailua

Hi, Closed, GunJack, asininity

Many thanks for all your help and your time - mom sends her grateful thanks too - it has been a bit of day so, as she does not use the laptop on a daily basis, and now has a plan to deal with the problem, she wants to leave it until the weekend when she will have more time to sit and go through the instructions. Thank you again and will post back at the weekend.

It is wonderful the support you all provide via the MSE community - it is very, very appreciated. Thank you.

Best Wishes
Rachel

asininity

Theres loads of reasons why a computer gets slow, startup items are the reason most of the time, the registry comes next provided there isnt viruses. The most likely way you mum could have picked one up is if shes not been updating windows and/or kaspersky; assuming shes not visiting dodgy websites and/or opening random emails.

John_Gray

Kailua wrote: »

[...]my mom. She had her laptop 'serviced' today and was told that she had a trojan which is why the laptop had been running slowly. They wanted c£80 to get rid of it.

Just as a matter of interest, which firm did the 'servicing'?
I hope it isn't the one I think it might be...

Kailua

PC world, I believe

HannahIOW

Kailua wrote: »

PC world, I believe

There's your problem...

John_Gray

Kailua wrote: »

PC world, I believe

Far be it for me to say that they were clearly taking advantage of someone who might reasonably be expected not to know very much about computers... Fortunate that you thought to ask here first. :T

achtunglady

Kailua wrote: »

PC world, I believe

say PC fast and thats the type of quality service you get at the same said store ( rhymes with missy)