Frequently Asked Questions

You can use one license for 1 PC. So, you need to install Loaris Trojan Remover on your another PC and enter a new activation key.

Please, navigate to the Help tab where you can enter your personal activation code. Then please click “Activate Now!” button. Enjoy!

If you already are our licensed customer and you need to know your activation code (product key) for any purpose, but you don’t know where you can do it – please go to the tab "Info" and see the "Product KEY" field.

In your Member Area you have an opportunity to track all licenses, to activate or deactivate subscriptions, to download the program and to buy related products.

Open a My profile Tab in your Member Area, so you will have an opportunity to:

• Set a profile picture (requirements for image – max. size 1 MB, supported image types: JPG, JPEG, GIF or PNG)
• Change your personal information

In your Member Area you have an opportunity to track all licenses, to activate or deactivate subscriptions, to download the program and to buy related products.

We are glad to help you anytime.

If you will have any questions or problems regarding your system security, please contact us:

https://support.loaris.com

Scan starts automatically after launching the program. If the scan haven’t started navigate to the Scan Tab and choose the Full scan.

To scan the USB-device you need to open a Scan Tab and choose a Removable scan. Don't forget to plug your USB-device before the Scan starts.

To scan a specific folder of your PC you need to open a Scan Tab and click on Custom scan. After that browse the folder to do a scan with Loaris Trojan Remover.

After scanning the system you can ignore, delete, move to quarantine detected files or choose a false positive. What to choose?

• Ignore – you ignore this file once. The next scan will detect the file again. Adding files to the Ignore List poses a very high security risk. This action requires advanced user knowledge and is only intended for specific situations.
• Delete – you completely remove this file from the system.
• Move to quarantine – you disinfect the file without removing it from your PC. At any time you can restore or delete it.
• False positive – you put this file into ignore list. The file will no longer be scanned.

Quarantine is a storage for suspicious files. We recommend to add files to quarantine, because it’s not always possible to determine if the file is dangerous or not. Quarantine stores files in a special format, so they can not be a threat to your security. In any moment you can restore or delete files.

To delete files from Quarantine you need to open a Quarantine Tab and click on the trash icon.

Also, you can set an autodeleting option of Quarantine. For this you need to open Settings Tab and turn on a function “Auto delete quarantined files after 30 days”. You can choose any period, that is more comfortable for you.

To reset your browser settings you need to:

1. Update your signature database with Update tab.
2. Start Full scan with Computer Scan tab, wait the completion of the scan.
3. Click Apply to move to quarantine all found items, reboot your computer if Loaris tells about it.
4. Run Loaris Trojan Remover if it’s not running.
5. Go to the Tools tab and click Reset browser settings.
6. Confirm your choice in the Confirmation window.
7. Reboot your PC.

You need to open a Tools Tab and click on “Reset Windows HOST files”.

To make sure you have an opportunity to do updates of your Windows use a function – Reset Windows Update Policies. Open a Tools Tab of your Loaris Trojan Remover and click on Reset Windows Update Policies.

To get some information about your system for investigation of your problem you can send us a collect system information.

1. Go to the Tools tab, then click Collect System Info.
2. Save this log to file and send it as an attachment to your next message. If you can’t attach the file, just copy all text to your response message.
3. We will analyze this information and tell you how to solve your problem.

We are not conflicting with other antivirus programs, but if you have any scanning and updating problems, try to temporarily disable other antivirus software.

Tell us about this problem here: https://support.loaris.com

Software not registered

You need to buy a license or get trial key. After buying a license you will have an email with your personal activation code.

No files detected

Please, send us some information about your system for investigation of your problem. To do that:

1. Go to the Tools tab, then click Collect System Info.
2. Save this log to file and send it as an attachment to your next message. If you can’t attach the file, just copy all text to your response message.
3. We will analyze this information and tell you how to solve your problem.

System needs reboot

Some threats leave traces in the system and you need to restart your PC for complete cleaning.

To restore files from quarantine you need to open a Quarantine Tab and click on a twisted arrow icon.

Due to our agreement you can activate the license on 1 PC. The key blocks automatically if you have more activations.

After scanning the system you can ignore, delete, move to quarantine detected files or choose a false positive. What to choose?

• Ignore – you ignore this file once. The next scan will detect the file again. Adding files to the Ignore List poses a very high security risk. This action requires advanced user knowledge and is only intended for specific situations.
• Delete – you completely remove this file from the system.
• Move to quarantine – you disinfect the file without removing it from your PC. At any time you can restore or delete it.
• False positive – you put this file into ignore list. The file will no longer be scanned.

Please contact us with latest scan log file:

Press Log files, double click on the latest scan information, save the appeared information to file, and attach this file to your response message (click on ‘choose them’ at the bottom of the ticket). If you can’t attach the file for some reason, just copy its content to your response message.

We will review that detected file and let you know the expert's decision.

Please, send us some information about your system for investigation of your problem.

1. Go to the Tools tab of your Loaris Trojan Remover, then click Collect System Info.
2. Save this log to file and send it as an attachment to your next message. If you can’t attach the file, just copy all text to your response message.

We will analyze this information and tell you how to solve your problem.

Loaris Trojan Remover has English, German, Hungarian, Indonesian, Italian, Persian, Polish, Russian, Turkish, Ukrainian. If it doesn’t have your language, we will be happy if you help us to translate the program for a free key.

Please, send us some information about your system for investigation of your problem. To do that:

1. Go to the Tools tab, then click Collect System Info.
2. Save this log to file and send it as an attachment to your next message. If you can’t attach the file, just copy all text to your response message.

We will analyze this information and tell you how to solve your problem.