Basic Cleanup Tool

KB Solution ID: SOLN2492|Last Revised: March 20, 2012

Issue

Important!

Before proceeding, make sure you have completed all of the steps in the following Knowledgebase article unless otherwise instructed by ESET Customer Care:

Important!

Some of these steps require you to restart your system, or to navigate away from this article. Before proceeding, we highly recommend that you bookmark this article in your web browser (or print it for reference) so that you can easily return to it and continue on to the next given step (e.g., in step 1, you will have to access this article again after restarting your system).

Details

  • The Basic Cleanup Tool will execute several cleaning processes on your computer and create a CC Support Logs folder on your Desktop. This folder contains a BasicResults.zip file that you can attach to your email reply to ESET Customer Care. Be sure to read all instructions carefully when completing each step.

Solution

Warning!

The steps in this article should not be performed on a machine running ESET business solutions.

  1. Restart your computer in Safe Mode with Networking. You can expect this process to take a few minutes. For step-by-step instructions, refer to the following Knowledgebase article:

    Important!

    Make sure your computer is in Safe Mode with networking, not just Safe Mode, before proceeding to step 2.


  2. With your computer in Safe Mode with Networking, click the link below to download the Basic Cleanup Tool and save it to your Desktop. Once the download completes, double-click the Basic-Cleanup-Tool.exe file on your Desktop and click Run when prompted. Please read the opening message and click Yes to run the tool.

    NOTE:

    If the issues you are experiencing prevent you from downloading the tool onto your computer, you can use another computer to download the tool, save it to a USB flash drive and then run the tool on the infected computer from the saved location.


  3. Please be patient while the tool runs to completion (the Basic Cleanup Tool takes a few minutes to finish). When it is complete, you will see the message, 'Cleanup is complete'. Click OK to exit and then click OK again to finish. Proceed to step 4.
     
  4. If you have completed preliminary malware troubleshooting, as well as steps 1-3 above, and you still notice abnormal system behavior, open a case with ESET Customer Care. When you receive a reply from ESET confirming that we have received your case, please reply to that email and attach the BasicResults.zip file, located in the CC Support Logs folder (created atuomatically in steps 2-3 and located on your Desktop) as an attachment. Please make sure to describe your issue, including any changes you noticed after running the Basic Cleanup Tool, in the body of the email. ESET Customer Care will review your information and respond as soon as possible.

Important!

Please make sure that you have gone through all of the steps in our preliminary malware troubleshooting article, as well as steps 1-4 above, before contacting ESET Customer Care.

 

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