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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Software
Satisfied Customers: 2334
Experience:  B.Sc. Computer Science with Honors
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I tried all your suggestions to remove Ascentive Performance

Customer Question

I tried all your suggestions to remove Ascentive Performance Center and it is no longer listed as a program but the file with its contents is present under computer programs. I cannot delete it from there as it says a file is open. I cannot find an open file. How do I get rid of this nuisance, eevery time I boot the computer it appears.
Submitted: 10 months ago.
Category: Software
Expert:  Michelle replied 10 months ago.

Michelle :

Hello. My name is XXXXX XXXXX X will be assisting you today.

Michelle :

let me know when you are ready

Customer :

I am ready.

Customer :

Are you ready?

Michelle :

ys

Michelle :

yes sir i am too

Customer :

OK lets roll

Michelle :

are we chatting on the same computer which has the problem

Customer :

Yes

Michelle :

can i do a screen sharing and will try to remove the Ascentive Performance Center

Customer :

Yes

Michelle :

let me create a session

Customer :

OK

Michelle :

here we go

Customer :

do you want me to click on your http address?

Michelle :

yes please

Michelle :

click on the link and let the tool run

Customer :

how do I try option 2

Michelle :

is it not getting through

Michelle :

let me create a new link

Customer :

nothing happened when I clicked except another window opened.

Michelle :

try this

Customer :

Another window opened advertising pc speed up....

Customer :

I closed this window.

Michelle :

Thats strange

Michelle :

nevermind we can follow steps

Michelle :

you are using windows 7 correct

Customer :

Yes, that's an understatement.

Customer :

Yes windows 7.

Michelle :

click on start

Michelle :

select search

Michelle :

type in add remove

Michelle :

click on the add remove icon

Customer :

you mean add remove program

Customer :

The ascentive program is not listed there.

Michelle :

but its there on the computer correct

Customer :

It is listed in the program file on the c drive under programs but not in the directory since I tried removing it that way.

Michelle :

Ascentive is not a program its basically a spyware

Michelle :

dont worry we will fix it

Michelle :

click on this link and let me know as the page opens

Customer :

I understand that and it has escaped the antispyware programs

Customer :

It says please install flash player...it is installed and uptodate.

Customer :

This is more spyware.

Michelle :

sir let me tell you your computer seems to be spyware infected that is why the remote link which i gave opens something else

Michelle :

it will be fixed dont worry all you have to do is follow the steps i give

Customer :

The flash playeritsays to install is not adobe.

Customer :

Then what do we do?

Michelle :

everthing will be fine and fixed please open the link i gave

Customer :

I tried to open it and I got a blank window.

Michelle :

do you have another comuter

Customer :

No

Michelle :

i want you to download the combofix tool and run it

Customer :

I did that and it opened the flash player to download.

Michelle :

can you open google.com

Customer :

I tried again but Kaspersky antivirus blocked the downloaf

Michelle :

you have to allow kaspersky to download it

Customer :

yes I can try...what should I enter?

Michelle :

type in combofix

Customer :

Should I turn Kaspersky off?

Michelle :

it will come up with the first link

Michelle :

combofix download bleeping computers

Michelle :

click that link and tell me if it opens

Customer :

I tried opening it thru google and turned Kaspersky off and the message was it cannot down the exe file. It stopped after 61%

Michelle :

disable kaspersky and then try again

Michelle :

did it open the combofix page

Michelle :

you have to click the blue button which says Download Now @ bleepingcomputer

Michelle :

are you there.

Michelle :

i see you are offline let me know what happend

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