In order to manually remove an infected item from your computer you need to perform the following steps:
1. Restart the computer in Safe Mode. You can do that, by following the steps in our article, here.
2. Display hidden objects in Windows; information on how to display the hidden object can be found here.
3. Locate and delete the infected file (right-click on the file and then select Delete). In our example the infected file is:
4. After you do this, you can restart the computer in Normal Mode and run a Bitdefender System Scan to be sure the computer is clean.
NOTE: If infected files are still found on the system (and they haven’t been resolved by the Bitdefender scan) please generate a scan log and send it to the Technical Support Team via the open ticket you have with us. You can see here in our article how to generate a scan log. If you don’t have a ticket, please use the contact form.
NOTE: We recommend manually deleting an infected file only if you are sure the file isn’t an important operating system file. Deleting a system file may result in the malfunction of your operating system. If you are not sure about the file, please contact the Customer Care Department.
Common types of files that can be safely deleted
Temporary Windows Files
The Temporary files are usually recognized as follows:
• .tmp files found on C:\, C:\Windows, C:\Windows\temp, etc.
• files found in the locations:
NOTE: The system drives displayed are those where the primary boot volume and OS are. The default one is the C:\ drive. Otherwise, modify the paths accordingly.
For more details and step-by-step instructions please check the KB article How to clean infected Temporary Files.
Temporary Internet Files
A temporary internet file is a file used by browsers in order to store data for every web page or URL address that you visit. When the server sends the web page files to the browser, they are stored in a file so that the next time you visit the site, the browser takes the data from the temporary Internet file.
The Temporary Internet Files can be found in different locations depending on the internet browser:
• For Mozilla Firefox: Type about:cache in the address bar. The upcoming page reveals the cache folder.
• For Google Chrome: C:\Users\%username%\AppData\Local\Google\Chrome\User Data\Default\Cache
For more details about the exact locations and how to delete temporary internet files check this article.
Files located in System Volume Information
Check this KB article to learn how to clean system restore points from System Volume Information
Email archives that cannot be repacked by Bitdefender
For more details and how to clean an infected email please check this article.
For files located on optical devices such as CDs, DVDs, Blue-Ray Discs
Unfortunately, these files cannot be cleaned since modify/delete actions are not permitted on this kind of storage devices. You can rest assured that, if you still want to use the respective device, Bitdefender On-Access Scanning will protect your PC from any attack. However, we recommend you take safety measures or not using at all computers without an up-to-date security solution.
Files located on network storages, NAS, network shares, mapped network drives, etc.
There are several reasons for Bitdefender not being able to clean the respective files, such as:
• You only have read permissions on the respective network share/storage, therefore no actions can be taken due to limited privileges
• The network share has a different operating system, not supported by your Bitdefender virus engines.
You can rest assured that, if you still want to access this share, Bitdefender On-Access Scanning will protect your PC from any attack.
In order to remove the infected objects from your computer you need to reset the Windows Update and Windows Search services by following these steps:
• Temporarily disable Bitdefender Antivirus from Protection > Antivirus > Open > Advanced > Bitdefender Shield.
• Type services.msc in the Windows Start menu and hit Enter.
• Locate the Windows Update service, right-click on the entry, and choose Restart from the dropdown menu.
• Locate the Windows Search service and restart it as well.
• Reboot the PC and check if the issue reoccurs.