Technical Support

Windows Safe Mode refers to a troubleshooting and startup mode used to start the Windows Operating System. While on Safe Mode, only the basic files and drivers necessary to run Windows are loaded which gives you the ability to remove malware, spyware, adware, viruses and other types of unwanted programs that cannot be removed during Normal Mode. You can start your computer in Safe Mode using two different methods, the F8 Key Method and the System Configuration Utility. Below you will find how to start your system in Safe Mode using the F8 Key Method and System Configuration Utility.

Start Safe Mode Using the F8 Key

  1. You must print these instructions before continuing. Save your open documents and close all the open applications as your system will shut down in step 2.
  2. Restart your computer.
  3. As your computer restarts and before Windows launches, you will see the first screen (should be a black screen with white text or a logo of your computer manufacturer) or if you see the message "Please select the operating system to start", press "F8".

    Note 1: As soon as you see the first screen on your monitor, you should press and hold "F8" on your keyboard until you see the Windows Advanced Options menu. Do not worry if you hear a beeping sound, it is normal.

    Note 2: If you see the screen with the Windows logo, you went too far and if so, you need to wait until the computer starts in "Normal Mode" and go back to Step 2.

  4. At the Windows Advanced Options menu, select "Safe Mode with Networking" (by using the keyboard arrow keys) and press "Enter" on your keyboard.

    Note: The options below may vary with the version of Windows that you have installed on your computer.

    Windows Advanced Options Menu

  5. Choose the operating system you wish to boot up in Safe Mode.

    Note: The option below may or may not appear as your system may not have the operating system choice menu.

    Select Operating System

  6. Once Windows finishes the safe mode loading process, you will be shown a popup warning message advising you thatWindows is running in Safe Mode. Please click "Yes" to proceed to work in safe mode.

    windows running safe mode

Start Safe Mode using the System Configuration Utility

ATTENTION: Do not use this method if your computer runs WINDOWS 2000 or NT.

  1. You should print these instructions before continuing, save your open documents and close all the open applications as your system will shut down in step 4.
  2. Once in Safe Mode, follow the instructions below.

    FOR WINDOWS VISTA AND 7:
    Click on the "Windows logo" button and then type "Run" in the Search programs and files" box located under"All Programs".

    FOR WINDOWS XP:
    Click on "Start" and then click "Run".

    This will open the Run window. Carefully type (or paste) the following command into the "Open" box:
    "msconfig -4" (between the word msconfig and -4, there is a blank space)

    Click "OK".

  3. In the "System Configuration Utility", under "Boot" option on the bottom left side of the window, check the option "SAFEBOOT", leave "MINIMAL" checked, and click "OK".
  4. You will get a window saying "You must restart your computer for some of the changes made by System Configuration to take effect", click on "Restart". Your computer will shut down and restart on safe mode.

After you've started your computer on Safe Mode, follow the following instructions to run SpyHunter on Safe Mode.

Run SpyHunter While on Safe Mode

SpyHunter will not automatically start on Safe Mode, even if you have set it up for that. To start SpyHunter in Safe Mode:

  1. Locate the "SpyHunter" icon on your desktop and double click it.
  2. Click on the "SpyHunter Scanner" tab located in the SpyHunter side menu.
  3. Click on "Start Scan".
  4. When the scan is complete, click on "Start Remove".
  5. When the removal process is done, repeat Steps 1 and 2 one more time. Once you have finished Step 2 for the second time, reboot the computer. Note: You don't need to repeat the scan more than twice. The reason why we advise the customers to run the scan twice is just to make sure that there are no files remaining.
  6. Let the computer restart on "Normal Mode". DO NOT choose "Safe Mode" again. If prompted, choose the option"Start Windows Normally" or "Normal".
  7. Once you are back on normal mode, please run SpyHunter one more time.

Restart on Normal Mode using System Configuration Utility

ATTENTION: This step is very important and it should be done after you've used SpyHunter. Follow the "Run SpyHunter While on Safe Mode" steps on this article before restarting your computer on Normal Mode.

  1. Once in Safe Mode, follow the instructions below.

     

    FOR WINDOWS VISTA AND 7:
    Click on the "Windows logo" button and then type "Run" in the Search programs and files" box located under"All Programs".

    FOR WINDOWS XP:
    Click on "Start" and then click "Run".

    This will open the Run window. Carefully type (or paste) the following command into the "Open" box:
    "msconfig -4" (between the word msconfig and -4, there is a blank space)

    Click "OK".

  2. In the System Configuration Utility, under "Boot" option on the bottom left side of the window, uncheck the option "SAFEBOOT" and click "OK".
  3. You will get a window saying "You must restart your computer for some of the changes made by System Configuration to take effect", click on "Restart". Your computer will shut down and restart on normal mode.
  4. After rebooting the computer, you will get a message saying "You have used the System Configuration Utility to make changes to the way windows starts". Please check the box that says "Do not show this message or launch the System Configuration Utility when Windows starts", click "OK".
  5. Once you are back on normal mode, please run SpyHunter one more time.

If SpyHunter still detects malware in the scan, please follow the instructions on the link below to send our technical support team a Support Log using our Spyware HelpDesk feature (How to Send a Diagnostic Report (Support Log)) so that they can provide you with a custom fix to remove the unwanted malware.

on Friday January 22 by Super User

One major reason SpyHunter may not completely remove your infection is because you may be infected with a mutating malware infection such as a trojan or rootkit. A mutating malware infection is extremely difficult to remove automatically because it changes into an unidentifiable form inside your system. Therefore, SpyHunter offers a feature called Spyware HelpDesk that will allow us to identify the mutation and create a custom fix for your infected system. SpyHunter's Spyware HelpDesk feature will let you generate a diagnostic report (Support Log) that takes a snapshot of the configuration of your system and allows our technicians to quickly and efficiently assist you with malware removal issues.

Before you send us a diagnostic report (Support Log) using SpyHunter's Spyware HelpDesk, please continue to read this article for important steps to follow to prevent malware from re-entering your computer or go to "List of Common Problems After SpyHunter Removes an Infection" for a list of common malware removal issues that cannot be easily fixed and instructions on how to fix those issues.

Send us a Diagnostic Report (Support Log) to Fix Malware Issue

After following the instructions above, if SpyHunter was not able to remove your malware infection automatically and every time you restart your computer the scan keeps showing that you still have infected files or registry entries, in order to assist you on this matter you must:

  • Send us a diagnostic report (Support Log) by directly going to the integrated customer support system in the SpyHunter (click on the "Spyware HelpDesk" tab to send a diagnostic report known as a Support Log). Qur technical support team will not be able to assist you without a transmission of a Support Log.

    For instructions on how to send us a diagnostic report (Support Log), go to "How to Send a Diagnostic Report (Support Log)".

     

  • Submit a customer support ticket indicating that you have transmitted the Support Log. To submit a customer support ticket, you can either log in to the "My Account" page or open SpyHunter to go to the Spyware HelpDesk section. Please do not forget to open a customer support ticket after sending the 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 diagnostic report (Support Log). Please go to "Cookies Re-Occurring on Every Scan" article for detailed information on re-occurring cookies and how to deal with cookies re-occurring after a scan.

on Friday January 22 by Super User

Runtime errors are caused by corrupted files either from the Windows Operating System or from SpyHunter. If you are experiencing a runtime error when you try to run or upgrade SpyHunter, please follow the instructions below to perform a clean re-installation of SpyHunter. Most runtime errors can be fixed just by uninstalling and re-installing the current installation of SpyHunter.

In order to fix the runtime error problem, you need to perform three steps: uninstall the current version of SpyHunter, delete the SpyHunter folder, and re-install SpyHunter.

How to Uninstall SpyHunter

To uninstall SpyHunter, follow the instructions below:

  1. Click on the "Start" or Windows logo button on the bottom left corner of your screen.
  2. Click on "Control Panel" or "Settings," and then "Control Panel."
  3. In the "Control Panel," double-click "Add or Remore Programs," if you are using Windows XP, or "Programs" if you are using Windows Vista.
  4. In the list of programs that appears, find any mentions of SpyHunter. Then click the "SpyHunter" item once. A button that says "Remove" or "Change/Remove" will appear below the item. Click this button.
  5. Go through the uninstaller, making sure to select the "Uninstall" option.
  6. Repeat step #4 for any other versions of SpyHunter in your program list, under "Add or Remore Programs" if you are using Windows XP, or "Programs" if you are using Windows Vista.
  7. Close the "Add/Remove Programs" window, and the "Control Panel."
  8. Check on your "Desktop" if all the SpyHunter icons were deleted. If not, please delete all the remaining SpyHunter icons, such as "spyhunterFULL.exe," "SpyHunterS.exe," "SpyHunter," or any other icon that is related to SpyHunter.

How to Delete SpyHunter Folder

The next step is to find and delete the SpyHunter folder. Please follow the instructions below to delete the SpyHunter directory.

  1. On your "Desktop" or under the "Start" menu, click on "My Computer."
  2. Open "Local Drive(C:)."
  3. Under "Local Drive(C:)," double click the folder "Program Files," double click "Enigma Software Group."
  4. Then delete the folder called "SpyHunter," by right-clicking the folder and choosing "Delete."

Now that you have uninstalled SpyHunter and deleted its folder, please reboot your computer before you re-download and re-install SpyHunter.

Re-Download and Re-Install SpyHunter

After the reboot is complete, please go to "How to Download SpyHunter" and "How to Install SpyHunter" to download and install SpyHunter.

Make sure that you DO NOT re-use any remaining installation file but re-download the SpyHunter installation file one again.

on Friday January 22 by Super User

The first and most important step to configure SpyHunter is to select your settings on the "Options" panel of the program. In the Options panel, you can configure your account information, activate SpyHunter and set up options to fit your needs. The following settings can be modified through the "Options" panel:

"User Details" Section

Note: If you fill out the fields in the "User Details" section and press the "Activate Now" button, you will activate your SpyHunter account.

  • Email - If you are a registered user or a trial user, enter the email address that you used to register SpyHunter. This address can be found in your "Online Order" confirmation email.
  • Password - Enter the password that you entered when you registered SpyHunter. Your password can be found in your "Online Order" confirmation email.
  • "Activate Now" Button - In order to activate the full version (or trial version) of SpyHunter, you will need to enter the email and password you registered SpyHunter with, and then click the "Activate Now" button to activate your SpyHunter account. If your login information is ever changed, you will need to repeat the activation process.

"General Options" Section

  • Automatically check for updates- When this checkbox is checked, SpyHunter will automatically contact our servers to check for the availability of new program and definitions updates each time it starts. If there are new updates available, you will always be prompted before installation.
  • Automatically download and install definition updates - When this checkbox is checked, SpyHunter will automatically download and install any available definition file updates. This box will be disabled if the"Automatically check for updates" box is not checked. We recommend that you check this box to ensure that SpyHunter is seamlessly updated to protect you against the latest threats.
  • Start SpyHunter Security Suite on Boot - When this checkbox is checked, SpyHunter will be configured to automatically load each time you boot your computer.
  • Start SpyHunter Scan on Boot - When this checkbox is checked, SpyHunter will automatically start and begin scanning your machine each time you boot your computer.
  • Minimize Security Suite on startup - When this checkbox is checked, SpyHunter will start minimized, visible only as a taskbar icon. SpyHunter's real-time protection features will still operate at full capacity.
  • Prompt if any important windows components are disabled - Certain strains of malware are known to disable Windows system components, such as the Task Manager, in an attempt to prevent detection and removal. When this checkbox is checked, SpyHunter will monitor your Windows settings and prompt you if a process attempts to disable the Task Manager or other important Windows components.
  • Prompt if web content is used on desktop - It is common for malware to modify Windows settings to incorporate web content into your Windows Desktop. This functionality can be used to display fake error messages, warnings, advertisements, and other deceptions. When this checkbox is checked, SpyHunter will monitor these settings and prompt you if active web content is being used on your Desktop.

SpyHunter also offers a variety of other configuration options from Scheduled Scans to Guards designed to protect your system. For further configuration instructions, please click on the links below:

  • Process Guard
  • Registry Guard
  • Active X Guard
  • Network Sentry
  • Scan Scheduler
on Friday January 22 by Super User

You may receive the following message 'Unable to restore your security settings. It is possible a malevolent program has locked these settings on your computer' from SpyHunter. This message does not necessarily mean that you are infected by a virus or by a parasite. This message may appear when another program like an anti-virus or a firewall program that provides security capibilities for your system is locking your windows security settings.

If SpyHunter displays the 'Unable to restore your security settings...' message and you then decide to run a scan on your computer and no malware files are detected, it can mean two possible scenarios: either your computer has no malware files or you are infected with an advanced threat like a rootkit which has the ability to hide its files from anti-spyware programs.
If your computer does not display pop-ups, your internet explorer home page is not hijacked or your computer does not randomly freeze, it is likely that your computer is not infected with malware.

If you want to be extra cautious and you feel that your computer is infected with malware, log in to the "My Account" pageand open a customer support ticket with the detailed description of the problem and send us a support log. We will be able to tell you if your computer is infected or not and, if so, what kind infection you have gotten and what is the best remedy.

To stop SpyHunter from displaying the 'Unable to restore your security settings...' message, you only have to check the box'Do not display this message again', located on the bottom of the security message window.

on Friday January 22 by Super User

When SpyHunter is not able to automatically remove an infection, our technicians can create an automatic custom fix, from a diagnostic report, sent from SpyHunter's Spyware HelpDesk. With the custom fix, we are able to identify any missing or mutating component of an infection and remove it automatically through a custom-made fix, designed for each individual customer's system.

In some cases, due to a damaged operating system, SpyHunter will not be able to execute the automatic custom fix.

Therefore, we provide a repair tool called .REG Repair File that can be made available to you when SpyHunter fails to execute the Spyware HelpDesk Custom Fix. The .REG repair file is available by request only and needs to be created and tested by our technicians before made available to you. We require 24 hours for processing and testing of each .REG repair file.

How to Open REG Repair File with Windows Registry Editor

Some computers will mistakenly open our REG Repair File with Notepad instead of opening the Windows Registry Editor. If this issue happens to you, please follow the instructions below to execute the REG Repair File and open on Windows Registry Editor.

  1. Click on the "Start" button and choose "Run."
  2. In the open box, type the word "regedit" (with no quote marks) and click the "OK" button.
  3. The Registry Editor window will open. On the top of the Registry Editor window, click "File" and then click on"Import."
  4. "Import Registry File" window will open, requesting that you select a file to be imported. On the left hand side of that window, click on "Desktop". All the files located on your Desktop will appear on the right hand side of the same window.
  5. Locate the file downloaded by the name of "rgfixXXXX.reg" or just "rgfixXXXX" ("XXXX" are numbers of the fix ID assigned to your REG Repair File). Highlight the file by clicking on the top of it and click the "Open" button on the bottom of the window.
  6. You will receive the folowing message: “Information was successfully imported to the registry". Click "OK" and reboot your computer into normal mode.
on Friday January 22 by Super User

If you are getting the message 'Invalid Username and Password' when you try to upgrade SpyHunter, read the different reasons below as to why the message 'Invalid Username and Password' appears on your PC.

Reason #1: Wrong Username and Password in the SpyHunter Settings.

This is actually the most common reason for the message 'Invalid Username and Password'. To fix this problem, first check the 'SpyHunter Settings' on your SpyHunter to see whether you have a registered version or whether SpyHunter is activated. If you've registered and activated SpyHunter but continue to receive the message 'Invalid Username and Password', then try to re-enter your account login info. It is likely that you've entered your account login info incorrectly.

If you've not registered or activated your SpyHunter, go to 'How to Register and Activate SpyHunter' support article.

Locate account info tip: If you are uncertain of your account information, please go to 'Forgot Your Password', where you will be given the option to enter your email address and if it matches our records, your username and password will be immediately emailed back to you. If your email address does not match our records, you will be alerted and be given a form to send us more information about your account. Once you submit the information requested, we will respond promptly with your account information. If your email does not match our records, it is important to provide us with a correct phone number and contact email address, so that one of our customer service representatives can reach you.

Reason #2: You have capital letters in your username or password.

Our system is case sensitive. If you have capital letters in your username and/or password, make sure you type it exactly the way see it in the email that you received with your account information.

If you are uncertain of your account information, log on to our support section, open a problem ticket and choose the Problem Type 'Account Information'. Your username and password will be immediately sent to your email.

Reason #3: You have special characters in your password.

Our system does not accept special characters in the password field. The following symbols are examples of special characters: ( ! @ # $ % ^ & * ( _ +

If you have a special character in your password, please log on to our support section, open a trouble ticket and request a password change. Please remember to inform the new password that you would like to have in your account.

Reason #4: Your SpyHunter Subscription has expired.

If your SpyHunter subscription has expired, you can renew your subscription by logging in to the "My Account" page, or you can contact our vendor Esellerate.net at 1-800-999-2734 (for international callers 1-719-576-0123), or email Esellerate.net at shopper@esellerate.net.

You cannot renew your subscription before the expiration date. However, you can contact Esellerate.net and sign up for auto-renewal over the phone.

If your SpyHunter subscription has expired, you'll need to re-download and re-install SpyHunter (go to "How to Download SpyHunter" and 'How to Install SpyHunter' to follow the instructions on downloading and installing the latest version of SpyHunter) and you'll get prompted for renewal. You cannot renew your subscription before the expiration date.

Note: As of March 10th 2008, we no longer provide support or updates for the SpyHunter 1 and 2 series.

on Friday January 22 by Super User
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