"Some threats found could not be removed. Please contact Trend Micro for help" message appears

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  • Updated 2 years ago
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any solution of this problem?

Note: This conversation was created from a reply on: I virus called Youndoo has taken control of Google Chrome How do I remove it?.
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Posted 2 years ago

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Hi @flysky331, thanks for asking in Trend Micro Community!

For your issue, we assume this message appears since your scan is unable to remove or clean an infected file since the logged-in user account did not have full "read/write" access to where the threat was found (such as a CD-ROM or network drive). So we suggest using the Trend Micro Anti-Threat Toolkit with Clean Boot and the performing a Full Scan to check if the threats will be removed. Check out this article for step by step directions on how to do it.

Using the Trend Micro Anti-Threat Toolkit with Clean Boot to remove MBR and rootkit infections

Running a scan using your Trend Micro Security software - refer to "Performing Quick or Full Scan"

It's quite a few steps to perform, but please do let us know if it solves your issue. We'll assist you if you still encounter problems.

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