Missing Files

[KeithC]

I recently installed MB on my daughters computer (OS Windows XP) after running the programme all her pictures, Music and Documents were missing! I was informed by staff @ a local computer store that because of a virus/trojan they were probably hidden. Malaware Bytes found 3 Virus and 5 Trojan's embedded in the computer. She seldom ran any security programme's so these could of been in her computer weeks. So combined with what i was told and what my wife and i read on various pages online i did a system restore in safe mode...still that did not bring the files back. So i took the pc to the shop and they ran various recovery programme's and found the files. However when the files or thumbnails were clicked on there was nothing there, 1000's of pictures are gone, with about the same amount of music files as well as lots of documents. Can anyone suggest anything to get these files back??? Unfortunatley nothing was backed up, and i did not keep a record of the names of the Viruses or Trojans.

[exile360]

Greetings and welcome

Please try the instructions in this tutorial and if that does not completely resolve the issues then please do the following to receive free, one on one expert assistance in getting the system cleaned up and any issues corrected:

Please read and follow the directions here, skipping any steps you are unable to complete. Then create a NEW topic here.

One of the expert helpers there will give you one on one assistance when one becomes available.

Please note that it may take 48 hours or more for you to receive a response in the malware removal forum, as it is often busy at times. Please do not reply to your own post asking for help unless its been more than 48 hours since you originally posted, as this can make it appear as though you are being helped and take longer for you to get help.

If you are unable to do all or any of the steps in the link to the directions above, just post your problem into the forum I gave you a link to anyway and someone will be able to assist you.

If you prefer to be assisted via email you may contact support@malwarebytes.org and one of our support staff members will assist you directly.

Thank you