Help!

[shob]

Earlier on my computer got infected with mediafix70700en02.exe with the fake Antimalware Doctor programme, I have been trying to hours now to delete files etc, but every time I return to normal mode the pop-up still appears...

So any help to how I can get rid of this would be great!! The system is Windows Vista...

Thanks

[goldhound]

Have you been able to download update and run Malwarebytes?

[Haider]

Hello shob:

Sorry to hear that your system is infected. Please read and follow the instructions in I'm infected - What do I do now? An Expert will assist you in removal process. Should you have any other question(s) please post back

Alternatively, as a paying customer, you can contact the help desk at support@malwarebytes.org

[shob]

Okay thankyou, I will go ahead and follow those instructions... I am a bit of a novice at all of this computer stuff, and hope I do it right!!

[shob]

So i have done the scan and removed items, also the security pop-up went away which is great. heres that log that poped up at the end

Malwarebytes' Anti-Malware 1.46

www.malwarebytes.org

Database version: 4587

Windows 6.0.6002 Service Pack 2

Internet Explorer 8.0.6001.18943

10/09/2010 12:25:08

mbam-log-2010-09-10 (12-25-08).txt

Scan type: Quick scan

Objects scanned: 135753

Time elapsed: 13 minute(s), 28 second(s)

Memory Processes Infected: 28

Memory Modules Infected: 2

Registry Keys Infected: 3

Registry Values Infected: 34

Registry Data Items Infected: 1

Folders Infected: 0

Files Infected: 71

Memory Processes Infected:

C:\Users\Aaran\AppData\Local\Temp\isvzx415d.exe (Malware.Packer.Gen) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\ibe6ph.exe (Malware.Packer.Gen) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\vxf3qy66m.exe (Malware.Packer.Gen) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\e1njtu.exe (Malware.Packer.Gen) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\e1njtu.exe (Malware.Packer.Gen) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Roaming\92A649B8EF50A6BA02ACED703CBF3F6D\mediafix70700en02.exe (Trojan.Agent.Gen) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\win32.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\winlogon.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\mdm.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\wininst.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\win.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\login.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\gdi32.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\services.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\svchost.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\avp.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\hexdump.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\cmd.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\system.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\iexplarer.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\taskmgr.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\drweb.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\nvsvc32.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\sysedit.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\3070826065.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\winamp.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\user.exe (Trojan.Downloader) -> Unloaded process successfully.

C:\Users\Aaran\AppData\Local\Temp\debug.exe (Trojan.Downloader) -> Unloaded process successfully.

Memory Modules Infected:

C:\Users\Aaran\AppData\Local\Temp\msllhsjn.dll (Trojan.Onlinegames) -> Delete on reboot.

C:\Users\Aaran\AppData\Local\Nlachep.dll (Trojan.Hiloti) -> Delete on reboot.

Registry Keys Infected:

HKEY_CURRENT_USER\Software\Antimalware Doctor Inc (Rogue.AntimalwareDoctor) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Uninstall\Antimalware Doctor (Rogue.AntimalwareDoctor) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\wnxmal (Rogue.SecuritySuite) -> Quarantined and deleted successfully.

Registry Values Infected:

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\byivqr (Trojan.Onlinegames) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\qjini (Trojan.Hiloti) -> Delete on reboot.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngqn+ (Malware.Packer.Gen) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfnglcc (Malware.Packer.Gen) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngugb (Malware.Packer.Gen) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngywc (Malware.Packer.Gen) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngywcmd.com/dw/dw.php?id=%s&ver=d01 (Malware.Packer.Gen) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\mediafix70700en02.exe (Trojan.Agent.Gen) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\{6091b8e5-12d6-c9df-ce97-849faf912928} (Spyware.Passwords.XGen) -> Delete on reboot.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngra (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngrsc (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngne (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngruf (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngre (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngpb (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngl/ (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngpta (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngtrf (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngoe (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngmve (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngmyzcan\appdata\local\temp\3232036144.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngnb (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfnguuc (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngmtd (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngosf (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngob (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngsfp (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngupf (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngl00can\appdata\local\temp\3070826065.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngrrc (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfngta (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\lvcbhfnglb (Trojan.Downloader) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\winid (Malware.Trace) -> Quarantined and deleted successfully.

HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\yrexeja (Trojan.Agent.U) -> Delete on reboot.

Registry Data Items Infected:

HKEY_CLASSES_ROOT\regfile\shell\open\command\(default) (Broken.OpenCommand) -> Bad: ("regedit.exe" "%1") Good: (regedit.exe "%1") -> Quarantined and deleted successfully.

Folders Infected:

(No malicious items detected)

Files Infected:

C:\Users\Aaran\AppData\Local\Temp\msllhsjn.dll (Trojan.Onlinegames) -> Delete on reboot.

C:\Users\Aaran\AppData\Local\Nlachep.dll (Trojan.Hiloti) -> Delete on reboot.

C:\Users\Aaran\AppData\Local\Temp\isvzx415d.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\ibe6ph.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\vxf3qy66m.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\e1njtu.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Roaming\92A649B8EF50A6BA02ACED703CBF3F6D\mediafix70700en02.exe (Trojan.Agent.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Roaming\Upoqel\hoob.exe (Spyware.Passwords.XGen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\win32.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\winlogon.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\mdm.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\wininst.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\win.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\login.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\gdi32.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\services.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\svchost.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\avp.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\hexdump.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\3232036144.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\cmd.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\system.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\iexplarer.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\taskmgr.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\drweb.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\nvsvc32.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\sysedit.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\3070826065.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\winamp.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\user.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\debug.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\0.24916677207661353.exe (Trojan.FakeAlert.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\3070202065.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\3162696144.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\327234584.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\773378.exe (Trojan.Dropper) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\wphxklu.exe (Trojan.Hiloti) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\wrocxneasm.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\wSK17gM.exe (Trojan.Alureon) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\wxcseaonmr.exe (Rootkit.Dropper) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\ybsidifk.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\yydy2hyw19ece.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\ceowrnsamx.exe (Rootkit.Dropper) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\wcaxsromne.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\psmyxp.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\rsxemownac.exe (Trojan.Agent.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\rxibm.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\setup.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\stp153b4.exe (Rogue.SecurityTool) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\stp8689f.exe (Trojan.FraudPack) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\stpcee5e.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\jkywdb.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\jngb52r.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\knam.exe (Rogue.SecuritySuite) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\csrss.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\e4i5sg7ash.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\j11k8w.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\geurge.exe (Trojan.Agent.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\i82mj8gl6sz3963w.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\iexplorer.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\install.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\mi7v18tq60p4h4k.exe (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\MY3179i.exe (Trojan.Alureon) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\9573989.exe (Trojan.Dropper) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\swoercnmax.exe (Trojan.Agent.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\sxcfgslr.exe (Adware.BHO) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\thuurs.exe (Malware.Packer.Gen) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\Temp\skaioejiesfjoee.tmp (Malware.Trace) -> Quarantined and deleted successfully.

C:\Windows\Tasks\{22116563-108C-42c0-A7CE-60161B75E508}.job (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Windows\Tasks\{35DC3473-A719-4d14-B7C1-FD326CA84A0C}.job (Trojan.Downloader) -> Quarantined and deleted successfully.

C:\Users\Aaran\AppData\Local\ekugexino.dll (Trojan.Agent.U) -> Delete on reboot.

[shob]

I downloaded that free anti virus programme that was recommended, it did a few scans and found some more items, however when it rebooted I can't get on to my home screen, its just black and now the computer keeps beeping every 5 seconds!?!? What does that mean??

[Firefox]

Hi, and Welcome to Malwarebytes!

As posted earlier by Haider, you need to seek help from one of the experts in the right section.....

Please read the following so that you can begin the cleaning process:

As we don't deal with malware removal in the General Malwarebytes' Anti-Malware Forum, you need to start a topic in the Malware Removal forum so a qualified helper can help you fix any malware related problems/infections you may have.

• Please read and follow the directions here, skipping any steps you are unable to complete. Then post a NEW topic here.
  
• After posting your new post, make sure under options, you select Track this topic and choose Immediate Email Notification, so that you're alerted when someone has replied to your post.
  
• One of the expert helpers there will give you one-on-one assistance when one becomes available.
  
• Please refrain from making any further changes to your computer (Install/Uninstall programs, use special fix tools, delete files, edit the registry, etc...) unless advised by a malware removal helper. Doing so can result in system changes which may hinder the attempts by a helper to clean your machine.
  

NOTE: Please DO NOT post back to (bump) your topic within the first 48 hours.

Replying to your own posts changes the post count and helpers are looking for topics with zero replies. If you reply to your own post helpers may think that you're already being helped and thus overlook your post.

• • If there is no reply from any experts after 48 hours, you can reply to the topic, asking for help again.
    Or
    
  • You may send a Private Message to a Moderator asking for assistance.
    

Alternatively, as a paying customer, you can contact the help desk at support@malwarebytes.org or here.

Please be patient, someone will assist you as soon as it is possible.

PS: Please use the "ADDREPLY" button instead of other ones when you start replying.

[shob]

Thanks for your help, I think I have posted in the right area now... am just waiting for a reply from someone who can help me out!

my computer is all over the place at the moment

[Firefox]

Yes I see you are have posted in the right area, stay at that area until you have been given an all clear by the expert that will be helping you.....

Be patient, as they get busy there but they will help you get it going again.