1. Download Kaspersky Virus Removal Tool 2011 distributive.
2. Copy the utility distributive to the infected computer.
3. Install Kaspersky Virus Removal Tool 2011.
4. Start the scan process using Kaspersky Virus Removal Tool.

1. Record Kaspersky Rescue Disk 10 to a CD/DVD and boot the computer from it.

or

Record Kaspersky Rescue Disk 10 to an USB removable device and boot the computer from it.

2. Start full computer scan from the Kaspersky Rescue Disk 10 interface.

If both the Virus Removal Tool 2011 and Kaspersky Rescue Disk 10 detect no infected objects on your computer, then you need to create a request to Kaspersky Lab Technical Support via the My Kaspersky Account service. Add the following information to your request:

• registration data (place where the product was purchased, customer's info, the exact purchase date, full registration number)
• detailed description of the problem / screenshot of the error
• the AVZ log:
  • download the avz4.com archive
  • run the file avz4.com
  • select the File menu
  • select Custom Scripts from the drop-down menu
  • copy the text below into the Run script field:
    var
    AVZLogDir : string;
    begin
    AVZLogDir := GetAVZDirectory + 'LOG\';
    CreateDirectory(AVZLogDir);
    SetupAVZ('UseQuarantine=Y');
    SetupAVZ('UseInfected=Y');
    SetupAVZ('DelVir=Y');
    SetupAVZ('AntiRootKitSystem=Y');
    SetupAVZ('SCAN='+GetSystemDisk+':\');
    RunScan;
    CreateQurantineArchive(AVZLogDir+'lk_cure.zip');
    ExecuteSysCheckEX(AVZLogDir+'lk_syscure.htm', $FFFFFF, true, 1+4);
    RebootWindows(true);
    end.
  • click the Run button
  • wait till the computer is restarted

After restart the LOG subfolder appears in the folder where you saved avz4.com. The file under a unique name lk_syscure.zip will be saved into the folder LOG. This file contains detailed scan report of your computer. You need to attach the report to your request to Kaspersky Lab Technical Support.