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Need help with deleted files.


zprescott
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After trying out Advanced System Care Free 8.2's abilities I had it do a complete sweep using all the features it provides. So Spyware Removal, Registry Fix, Privacy Sweep, Junk Files Clean, Shortcuts Fix, Registry Defrag, System Optimization, Security Defense, Disk Scan, Vulnerability Fix, Disk Optimization and Internet Boost were all selected and then I chose to fix after scan. This was a long process so I selected Shut Down after Fix and went to sleep.

 

The next day I noticed shortcuts were missing and after digging I found my program files folders on my Z drive to be gone. Most programs were downloaded on this drive. When I try to open certain programs that seem to still be downloaded I get an error message "Windows cannot find 'C:\Windows\system32\magnify.exe'. Make sure you typed the name correctly, and then try again."

 

I don't think I've ever done a System Restore point so I don't know if that a possibility. The Undelete Files tool on ASC doesn't show any of the programs that I use just junk.

 

I also used Malware Fighter, Driver Booster, and Smart Defrag from IObit.

 

Can anyone think of any solution to my problem?

 

Thanks in advance,

 

Zach

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Hi zprescott,

 

Sorry for the situation. :-(

 

To look into the issue, please download the tool from http://testdemo.iobit.com/InfoHelperV8.exe

 

Then double click to run this tool and click “Save report to Desktop”. You will get a zipped file IObit_Debug_Info.zip on your desktop, please send it to us so that we can get the detailed information to look into.

 

Looking forward to hearing from you.

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What do the Logs say for the report? I have been using IOBIT ASC 8.2 for over 7 months and have never had any issue. If a file that windows is looking for is missing then perhaps you have malware causing orioblems. I would then try out EZ Recovery Pro or Mini Tool Data recovery. However the longer you wait the less chance of recovering anything. Now if thise downloads had viruses in them then that might be why it deleted them, ot fix and protect your system. I also reccomend 2 other programs, 1 being Malware bytes Anti Malware, free edition and Malware bytes Anti Exploit (mbae).

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Thank you Cicely for the quick response. I downloaded the exe but like other recent downloads I cannot open them because I get the "Windows cannot find file" error.

 

Thank you kb52 for your response as well. I went to ASCs more settings tab in the top right and chose rescue center. I see now that there a log files for Rescue Registry and System Restore points. I copied and pasted the logs for the Rescue Registry. I'll attach the files for viewing and hopefully this clears something up. The files were too bit so I had to split them up into multiple txt files. Report 4 is the longest one with 16,000 changes. I didn't copy and paste it all but it seems to do something to all the files I lost.

 

After viewing the logs, can someone tell me whether it was a registry fix problem that I should reverse or whether I should do a system restore using one of the restore points? The first report is from 6/3 and the first restore is from 6/10. So I don't know if system restore would fix it.

 

Thanks for all the help in advance guys!

 

Sincerely,

 

Zach

 

 

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Hi Zach,

 

Please restart your computer in Safe Mode. To restart the computer in Safe Mode, press F8 before the Windows loading animation begins and select "Safe Mode with Networking" from the menu.

 

Then please try whether InfoHelperV8.exe can be opened and send us the generated zip file.

 

If it still cannot be opened, please zip the folder %appdata%\IObit\Advanced SystemCare V8 with all files in it and send to us.

 

Thanks for your time and patience.

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Hey Cicely,

 

Thanks for the advice. I could successfully open the file and create a report. The file is attached. How long might I expect a response with a solution as it has already been close to a week and I'm nervous I might not be able to reverse it.

 

Thanks,

 

Zach

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Hi Zach,

 

After analyzing, our specialists found that your computer may encountered by virus. Please check with your antivirus product in safe mode to see whether it can catch and remove it.

 

Then please try system restore feature to see how it works.

 

Guide to boot in safe mode in Windows: To restart the computer in Safe Mode, press F8 before the Windows loading animation begins and select "Safe Mode with Networking" from the menu.

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Cicely,

 

I checked with antivirus software in safe mode and it didn't catch anything...

 

The log reports for registry cleaning looks suspicious to me. It changes a bunch of things that seem important. Should I try reversing these changes and maybe do an earlier restore?

 

Thanks,

 

Zach

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Hi Zach,

 

Please try take the following instructions to see whether the issue can be solved:

 

Please open Advanced SystemCare -> Click More Settings icon on the top right -> Click Rescue Center -> click Rescue Registry -> select one backup date before the issue and then click Undo Changes button to restore those changes, and then reboot your computer.

 

If the issue still continues, please try system restore to see hot it works.

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Thanks both of you for the help but unfortunately the earliest system restore point was after the mess started. My programs are still gone and I am having trouble doing simple things such as open files. I'm assuming the system restore provided by windows needs to be set and isn't automatic. Any other suggestions?

 

Zach

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Thanks everyone for trying to help. Unfortunately I I couldn't get everything back to normal. I was successful with the registry being put back to normal. I'm going to go ahead and start over from scratch.

 

Things I learned from this experience: Always have an anti virus program running and don't use IObit products.

 

Sincerely,

 

Zach

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Hi Zach,

 

Sad to hear that.:-( But we'd like to mentioned that the issue is not caused by IObit products. FYI, Advanced SystemCare is a system optimization product which do not have special antivirus component.

 

Yes, you may need an antivirus program to protect your computer. Next time, you may try and give a chance to Advanced SystemCare Ultimate which includes antivirus feature and all functions in ASC.

 

Have a good day!

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