If SpyHunter was not able to remove your infection automatically, you need to send us a diagnostic report (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 go to “Cookies Re-Occurring on every Scan” for detailed information on re-occurring cookies.

Also, before sending us a Support Log, please read “List of Common Problems After SpyHunter Removes an Infection” 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 =”List of Common Problems After Removal” article, then you should send us a Support Log.

Reasons to Send Support Log

Sometimes when you get infected with a mutating malware infection, SpyHunter may not be able to completely clear the malware infection. Mutating malware changes and hides on your computer system making it invisible to anti-malware and anti-virus programs. Also, malware, such as trojans, actively monitor the system and when a anti-malware 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.

Therefore, SpyHunter offers a feature called Spyware HelpDesk that allow us to identify the mutating files and generates custom-made fix for your system.

Instructions on How to Send Diagnostic Report (Support Log) with Spyware HelpDesk

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 Most infections not automatically removed are a result of using SpyHunter with an out of date definition file.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 daily 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 malware reoccurring after reboot, try executing SpyHunter in Safe Mode.

SpyHunter’s Spyware HelpDesk allows you to take a snapshot of the configuration of your system which will allow our technicians to faster and more efficiently assist you.
Please DO NOT send us the diagnostic report (Support Log) information attached to your customer support ticket message body.

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 occurrence. 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.

Read the following instructions to send a Support Log:

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 “Spyware Helpdesk” tab 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 customer support ticket indicating that you have transmitted the Support Log and a detailed description of the problem so that our technicians can better and faster assist you. To submit a customer support ticket, you can either log in to our “Members Section” or open SpyHunter to go to the Spyware HelpDesk section.
   
   Note: It’s very important that you open a new support ticket to inform our technicians 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 support 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 send you a custom fix via the SpyHunter.