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If your question is not covered here, you can click on the Details link above for general information on Trojan Remover. If you have a particular query, click on the Support link above. If you have a question that you think should be in this FAQ, email us the details - us the Contact Us link above.

Trojan Remover contains a comprehensive help file. To access the help file start Trojan Remover and select Help | Help Contents. Context-sensitive help is also available in most Trojan Remover screens - simply tap the F1 key to show the help for that screen. The help file can also be accessed online, here. When minor updates are made to the help file, they may appear in this online version before they are released in a Program Update.

FAQ last updated: January 2014

Firewall/Process Monitor Issues
Why does my Process Monitor always raise an alert when I start Trojan Remover?
My Firewall/Process Monitor shows an alert saying that Trojan Remover wants to create a service called TRDUMMYnn (where nn are random numbers). Is it safe to allow this?

Kaspersky Antivirus shows an alert screen every time I start Trojan Remover, about a "hidden install". I have added Trojan Remover to the Trusted Zone, but I still get the alerts - how do I stop this?

General
When Trojan Remover has completed a scan, why do I see the message "One or more files are currently excluded from scanning"?

Installing/Uninstalling
When I run Trojan Remover's installation (or Update) program the installation screen appears, and then disappears. I cannot install the program.
Why do I get an error message about a missing file when I try to uninstall Trojan Remover?

Malware Issues
How do I submit a file for analysis?
Trojan Remover renames Malware files. Why doesn't the program just delete these malicious files completely?

Problems Starting Trojan Remover
I get the error message "A required DLL file, GDIPLUS.DLL, was not found" (or "The dynamic link library gdiplus.dll could not be found") when I try to start Trojan Remover (or the FastScan runs).
How do I fix the error message "The application failed to initialize properly (0xc0000005)."?

Windows Vista Issues
Why does the FastScan screen appear blacked out when I start the PC?
Why do I get a User Account Control prompt every time I start Trojan Remover?


Firewall/Process Monitor Issues

Why does my Process Monitor always raise an alert when I start Trojan Remover?
When Trojan Remover launches, it creates a randomly-named copy of the main executable file, then launches this copy. This is part of Trojan Remover's defenses against malicious process killers. Some Process Monitors see this behaviour as suspicious. You should instruct your Process Monitor to always allow this behaviour by Trojan Remover, or you will continue to get alerts each time the program is launched. However, if your Process Monitor acts simply on filenames, and not by checking the executable properly (by MD5 signature, for example), then you may continue to see alerts as Trojan Remover's main filename is different each time it is launched.
One way to stop these alerts is to start Trojan Remover, select Options and click on "Random filename generation protection enabled" to turn this option off. You should then instruct your Process Monitor to always allow Trojan Remover to launch RMT.EXE. 
Turning off random filename generation does make Trojan Remover more vulnerable to malicious process killers: however, your Process Monitor itself should prevent any such malicious activity, so there should be no increased risk.

My Firewall/Process Monitor shows an alert saying that Trojan Remover wants to create a service called TRDUMMYnn (where nn are random numbers). Is it safe to allow this?
Yes, you should allow this action. TRDUMMYnnn is part of Trojan Remover's routines to check for stealthed (rootkit) drivers. Basically, Trojan Remover writes a dummy service entry to the registry, just to confirm that it has write access. The entry is immediately deleted. You should instruct your Firewall/Process Monitor to always allow this.

Kaspersky Antivirus shows an alert screen every time I start Trojan Remover, about a "hidden install". I have added Trojan Remover to the Trusted Zone, but I still get alerts - how do I stop this?
Start Trojan Remover. When the "hidden install" alert appears, click on "Add to Trusted Zone". In the screen that appears, click on the blue highlighted "Hidden install.." message next to Verdict mask. In the box that appears, remove the checkmark from the "Advanced Settings" box. Click on OK to close the box, click on OK again to close the Exclusion Mask box. The "hidden install" alert should no longer appear when you start Trojan Remover.

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General

When Trojan Remover has completed a scan, why do I see the message "One or more files are currently excluded from scanning"?
This means that during the scan (or during an earlier scan) you selected the option to disable one or more files from scanning when you were presented with an alert screen. You can review which files are currently excluded from scanning by selecting File | Manage Excluded Files from Trojan Remover's main menu. Here you can add, remove or edit the entries.

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Installing/Uninstalling

When I run Trojan Remover's installation (or Update) program the installation screen appears, and then disappears. I cannot install/update the program.
Some malware programs deliberately try to prevent the installation of anti-malware programs. If, when trying to install Trojan Remover, you see the installation screen completely disappear whilst you are installing the program, this is probably being caused by the malware program shutting down our installer. The work-around for this is to run a "silent" install. Ensure that you have saved the trjsetup[nnn].exe file (or trj[nnn].exe, if you are trying to run the Program Update) where [nnn] is the version number, to a directory on your PC. Click START > Run. In the box that comes up, type in:

"<path to file>\trjsetup[nnn].exe" /silent
("<path to file>\trj[nnn].exe" /silent if installing the Program Update)

and press the ENTER key. Replace <path to file> with the actual path to where you saved the downloaded setup file. Make sure that the path and filename are surrounded by quotes, as shown in the examples above. For example, if you have saved the setup file to C:\My Downloads, then the command would look like this:
"C:\My Downloads\trjsetup675.exe" /silent (there is a space before the /silent).
This will install Trojan Remover to the default directory, i.e. C:\Program Files\Trojan Remover. You will see a progress window as the installation proceeds.

You may need to try this a couple of times - the installation is fast, but it needs to be faster than the malware trying to stop it.. You will know when the install has succeeded when Trojan Remover's icon appears on the desktop.

If you still cannot install Trojan Remover using this method, then you should try to install the program in SAFE mode.

Why do I get an error message about a missing file when I try to uninstall Trojan Remover?
The usual reason for errors when uninstalling Trojan Remover is that one or more components have been manually removed. The fix is to download and install a new FULL copy of the program. Once installed go to START | All Programs | Trojan Remover | Uninstall Trojan Remover (in Windows Vista, go to Start | Control Panel | Programs | Uninstall a Program - select Trojan Remover then click on the Uninstall button near the top of the window).

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Malware Issues

How do I submit a file for analysis?
Instructions on how to send file(s) to Simply Super Software for analysis are on the Contact Us page.

Trojan Remover renames Malware files. Why doesn't the program just delete these malicious files completely?
This is a quarantine function. Trojan Remover renames Malware files by adding the extension '.VIR' to the filename. This disables the file from being run. If the file was immediately permanently deleted, and then you realised that you wanted to keep the file (either for analysis, or (rarely) if it was a false positive detection), it would be too late. By renaming the file, you have the opportunity to restore it should you wish to (simply by removing the '.VIR' extension). When you have decided you do not want to keep the disabled file, you can simply delete it. You can also run a Directory scan with the option 'Scan Files already renamed by Trojan Remover' checked. When such a file is located, Trojan Remover will then offer to permanently delete the file.

Problems Starting Trojan Remover

I get the error message "A required DLL file, GDIPLUS.DLL, was not found" (or "The dynamic link library gdiplus.dll could not be found") when I try to start Trojan Remover (or the FastScan runs).
Earlier versions of Trojan Remover required the use of the Microsoft Windows file GDIPLUS.DLL. Later versions do not. Update your program to the latest version and this should resolve the issue. To update, download and manually install the latest Program Update for Trojan Remover from the Updates page.

How do I fix the error message "The application failed to initialize properly (0xc0000005)."?
This error message can be caused by a malware program attempting to prevent Trojan Remover from running. Try the following work-around to run a scan with Trojan Remover:
Locate the Trojan Remover program files directory (normally C:\Program Files\Trojan Remover). Make a copy of the "rmvtrjan.exe" file. Rename this copy to a different name (anything you choose, e.g. "mynewprog.exe"). Double-click on this renamed file to start Trojan Remover. The program should now start, and you will be able to run a scan.

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Windows Vista Issues

Why does the FastScan screen appear blacked out when I start the PC?
When you start the PC and the FastScan screen appears, sometimes the screen appears to be blacked out, and the titlebar says that the FastScan program is "not responding". This happens when Vista is busy dealing with all the other program startup requirements. There is no need for you to do anything, the FastScan will start scanning correctly once it is allocated enough processor time.

Why do I get a User Account Control prompt every time I start Trojan Remover?
If you have User Access Control (UAC) enabled (it is enabled by default, and Microsoft highly recommend you leave it enabled), each time you start Trojan Remover you will see a UAC elevation prompt. This is because Trojan Remover requires access to protected system areas and processes. It is more sensible to ask for UAC elevation the one time, when the program starts, rather than ask each time a different protected area is accessed during the scan.

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