Hello. My name is XXXXX XXXXX I will be assisting you today.
let me know when you are ready
I am ready.
Are you ready?
yes sir i am too
OK lets roll
are we chatting on the same computer which has the problem
can i do a screen sharing and will try to remove the Ascentive Performance Center
let me create a session
here we go
do you want me to click on your http address?
click on the link and let the tool run
how do I try option 2
is it not getting through
let me create a new link
nothing happened when I clicked except another window opened.
Another window opened advertising pc speed up....
I closed this window.
nevermind we can follow steps
you are using windows 7 correct
Yes, that's an understatement.
Yes windows 7.
click on start
type in add remove
click on the add remove icon
you mean add remove program
The ascentive program is not listed there.
but its there on the computer correct
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.
Ascentive is not a program its basically a spyware
dont worry we will fix it
click on this link and let me know as the page opens
I understand that and it has escaped the antispyware programs
It says please install flash player...it is installed and uptodate.
This is more spyware.
sir let me tell you your computer seems to be spyware infected that is why the remote link which i gave opens something else
it will be fixed dont worry all you have to do is follow the steps i give
The flash playeritsays to install is not adobe.
Then what do we do?
everthing will be fine and fixed please open the link i gave
I tried to open it and I got a blank window.
do you have another comuter
i want you to download the combofix tool and run it
I did that and it opened the flash player to download.
can you open google.com
I tried again but Kaspersky antivirus blocked the downloaf
you have to allow kaspersky to download it
yes I can try...what should I enter?
type in combofix
Should I turn Kaspersky off?
it will come up with the first link
combofix download bleeping computers
click that link and tell me if it opens
I tried opening it thru google and turned Kaspersky off and the message was it cannot down the exe file. It stopped after 61%
disable kaspersky and then try again
did it open the combofix page
you have to click the blue button which says Download Now @ bleepingcomputer
are you there.
i see you are offline let me know what happend