If SpyHunter was not able to remove your infection automatically, you need to send us a support log.

NOTE: If you have only cookies re-occurring after a scan, you are not infected and you do not need to send us a support log. Please click on the link below for detailed information on re-occurring cookies.

Cookies Re-Occurring on every Scan

Also, before sending us a support log, please look at the link below for a list of problems that cannot be automatically fixed and instructions on how to fix those problems. If you do not find a fix for your problem in the link below, then you should send us a support log.

List of Common Problems After Removal

Below is the explanation why we request support logs:

Sometimes when you get infected with a mutating parasite, SpyHunter will not be able to completely clear the infection. Mutating Parasites change when they get onto your computer, becoming invisible to remover programs. Also sometimes, Trojan-viruses actively monitor the system and when a remover program like SpyHunter tries to remove it, they are able to detect their own removal and mutate to a different shape and name as the removal occurs.
SpyHunter offers a feature called Support Log that allow us to identify the mutating files and instructions and generate and custom-made fix for your system.

Please send us a Support Log following the instructions below.

The Support Log Feature will take a snapshot of the configuration of your system and allows us to faster and more efficiently assist you.

Please DO NOT send us the support log information attached to your ticket message body.

BEFORE SENDING A SUPPORT LOG MAKE SURE YOU HAVE UPDATED SPYHUNTER DEFINITIONS. Most infections not automatically removed are a result of using SpyHunter with an out of date definition file. Be aware that we release updates TWICE a week in order to keep up with the latest threats. Please click the Update button and choose Definitions Update. If an update is available, please re-scan your system and remove all the items found. It might fix the infection instantly. Also in the case of parasites reoccurring after reboot, try executing SpyHunter in Safe Mode. You will find instructions under our documentation section.

MAKE SURE to send the support log as the threat is active in your system. Do not close or stop any window, toolbar, flashing icon or any other symptom. It is important that SpyHunter identifies the threats running in memory, and when you close windows, stop toolbars or flashing icons, you will not allow SpyHunter to properly identify the infection. Also, please provide us with more details about the infection or with names of the items that SpyHunter finds.

Before proceeding, please make sure that your firewall (if installed) is configured to allow SpyHunter full access to the Internet.

1. Open SpyHunter on your computer, select the tab “Spyware Helpdesk” in the SpyHunter side menu, and click the “Generate Support Log” button. In a few moments, a “System Log” window will open. Click “Transmit Support log” button, located at the bottom left.
2. Open a ticket with the Enigma Software Group technical support team by visiting http://www.enigmasoftware.com and logging into the member login section. Click the “Product Support” button next to SpyHunter, and then click the “Create New Ticket” button. Make sure to mention in your ticket that you submitted a support log!

NOTE: It’s very important that you open a new ticket to inform us that you have sent us a support log so that we can provide you with prompt resolution. Even if you already provided us with a description of the problem, please include a brief comment about the problem in the support log ticket as it will speed up the fix creation process. DO NOT paste the support log to the body of the ticket.

You will soon see a message in the Spyware Helpdesk window, notifying you that your support log has been received by Enigma Software Group.

Our technical support team will analyze your log and give you a feedback on how to fix your problem.