Should you have queries concerning the use of Trojan Remover, these can be addressed to [email protected]. If you have mail controls or filters set, please make sure you are able to receive email from this address.
You can also read the frequently asked questions for a list of common questions and answers before you write to us.
Trojan samples
Should you find that Trojan Remover is unable to correctly detect or deal with a malware file, send all the information you have and, where possible, the actual malware file, or a location where a copy can be obtained. The malware file behaviour can then be analysed and any necessary amendments incorporated into Trojan Remover.
For instructions on how to submit samples to Simply Super Software for analysis, see the contact us page. Samples should be sent inside a password protected archive so that mail scanners do not strip them in transit.
Known conflicts
These are the software combinations that have been reported to interfere with a Trojan Remover scan.
System Mechanic
We have received reports that version 7.x of System Mechanic, from Iolo, conflicts with Trojan Remover. The symptom is that when Trojan Remover starts, it appears to hang in memory, using 100% of CPU cycles (50% if you have a dual core processor). To date, repeated attempts to contact Iolo about this problem have not been answered.
This problem is not confined to Trojan Remover. System Mechanic is causing conflicts with a number of other applications. A good write up explaining the problem is on the Wrensoft support forum.
Until Iolo issue a fix, a short term solution is to manually locate and rename the file ioloHL.DLL inside the Iolo common library folder, for example to iolohl.dll.bak. This does not appear to adversely affect System Mechanic, but it does resolve the conflict.
PCTools Spyware Doctor
If you run a scan with Trojan Remover when Spyware Doctor is active, it may prevent Trojan Remover from completing the scan. The scan will appear to freeze while scanning the running processes. The freeze occurs when Trojan Remover attempts to scan a Spyware Doctor running process, because Spyware Doctor prevents access to its own process and locks Trojan Remover.
There are two workarounds:
- Temporarily disable Spyware Doctor before running the Trojan Remover scan.
- Disable the Trojan Remover scan of running processes. Select Options from the main menu to do this.
To date only customers with Windows 2000 have reported this issue.
MaxSecure Spyware Detector
When you run a scan with Trojan Remover, or when the FastScan runs, if Spyware Detector is actively monitoring the system then Trojan Remover will show an alert that the PE386 rootkit has been heuristically detected. This happens because Spyware Detector prevents Trojan Remover from creating temporary registry keys. Spyware Detector itself may also raise an alert stating that the PE386 rootkit has been found.
To resolve this issue, disable the Trojan Remover heuristic rootkit checks. Start Trojan Remover, select Options from the main menu, then click on the option for heuristic rootkit detection warnings to turn it off.
The FAQ covers install errors and startup problems, and the contact us page explains how to send a file for analysis.
Further reading
Vendor pages and technical references for the conflicts listed above.
- IoloThe publisher of System Mechanic.
- KasperskyThe publisher of the antivirus named above.
- Safe modeThe fallback Windows startup mode.
- RootkitWhy hidden drivers trigger heuristic alerts.
- Windows RegistryWhere temporary service keys are written.
- MalwareThe categories of threat covered here.
- Microsoft supportOfficial Windows help and diagnostics.
- VirusTotalCheck a suspicious file against many engines.