![]() ZIP file to our Technical Support for analysis. If you do not have an existing case, send the.ZIP file together with the temporary ID number to the Support Representative who is handling your case. If you have an existing case, send the.If you still need help after you cleaned your computer:.ZIP file with the filename containing the timestamp and GUID. Go to Trend Micro Anti-Threat Toolkit folder > Output.You will receive a temporary ID number that you can use when you contact Trend Micro Technical Support and a Trend Micro Anti-Threat Toolkit folder will appear on the same folder where you ran the tool. Click Proceed to send the information the tool collected to Trend Micro Technical Support.The tool will show a summary of the scan.The tool will scan your computer and list the threats it finds. Click Yes when the User Account Control window appears.Right-click on the tool, then click Run as administrator.The following sections cover both methods. ![]() Copy the downloaded file to the infected computer. Screen-locking ransomware can be removed either by using a tool or manually. Log on to the computer with malware infection.Once you click I Accept, the download will start. Click Control Panel > Add or Remove Programs, look for Trend Micro OfficeScan Client (v10.x) or Agent (v11.0/XG), and then click Change. Read the Trend Micro License Agreement. Go to Programs > Trend Micro OfficeScan Client > Uninstall OfficeScan Client (v10.x) or Trend Micro OfficeScan Agent > Uninstall OfficeScan Agent (v11.0/XG).For 64-bit computers without Internet connection, download Offline Scan / Clean Tool (64-bit).For 32-bit computers without Internet connection, download Offline Scan / Clean Tool (32-bit).For 64-bit computers with Internet connection, download Online Scan / Clean Tool (64-bit).For 32-bit computers with Internet connection, download Online Scan / Clean Tool (32-bit). Here’s how to do it: First, click on Start, then Run and type regedit and hit Enter.Download Anti-Threat Toolkit depending on your Windows version type and your Internet connection access:.Check if your computer is running a 32-bit or 64-bit version of Windows.Trend Micro Anti-Threat Toolkit or ATTK, clean suspicious files even when you do not have Internet connection.
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