How to troubleshoot specific errors

To determine why you received an error message, follow these steps:

1. Click Start, then click Run.
2. Type the following command: %systemroot%\debug. Click OK.
   1. Note: %systemroot% is the path and the folder name where the Windows system files are located. Typically, this is C:\Windows, although you can designate a different drive or folder when you install Windows.
3. Double click the file named msert. Notepad will open.
4. In the new Notepad window, scroll until you find the error(s). They will usually start with 0x.
5. Match the error code(s) with the ones listed in the table below, then follow the instructions listed in the Use this procedure section. If your error code is not listed in the following table, see the How to obtain Help and Support section.

To perform a procedure that is listed in the table, see the following procedures:

Change the scan destination file or drive

1. Start the Microsoft Safety Scanner.
2. In Scan Type, click Customized scan, then click Choose Folder.
3. In Browse For Folder, click a different file or drive, click OK, and then click Next.

Retry the scan

1. Start the Microsoft Safety Scanner, then click Next.
2. In Scan Type, select which type of scan you prefer, and then click Next.

Restart the computer, then retry the scan

1. Restart your computer.
   1. For Windows XP: click Start, then click Shutdown. Under the drop down list, click Restart, and then click OK.
   2. For Windows Vista or Windows 7: Click the Start button, click the arrow in the lower right corner of the Start menu, and then click Restart.
2. Start the Microsoft Safety Scanner, then click Next.
3. In Scan Type, select which type of scan you prefer, and then click Next.

Download the Microsoft Safety Scanner again

1. Go to http://safety.live.com to locate the download link.

Follow the instructions in the log or in the notification

If the Microsoft Safety Scanner notifies you of an error and gives you instructions, follow those instructions. If there are no instructions from the tool, you can look for instructions in the log file for the tool. To do this, follow these steps:

1. Click Start, then click Run.
2. Type the following command: %systemroot%\debug. Click OK.
   1. Note: %systemroot% is the path and the folder name where the Windows system files are located. Typically, this is C:\Windows, although you can designate a different drive or folder when you install Windows.
3. Double click the file named msert. Notepad will open.
4. In the new Notepad window, scroll until you find the error(s). They will usually start with 0x.
5. Follow any instructions listed in the most recent entry of the log. If there are no instructions, note the error code number and see the How to troubleshoot specific errors section.

Run a full scan

1. Start the Microsoft Safety Scanner, and then click Next.
2. In Scan Type, click Full Scan, and then click Next.

Identify the file archive, and remove the file manually

During a scan, Microsoft Safety Scanner detects possible malicious software contained in a file archive, such as a .zip file. You should determine whether the file is malicious software, and remove it from the archive manually. To determine whether the file is malicious, follow the steps below:

1. Visit the Microsoft Malware Protection Center at: http://www.microsoft.com/security/portal/
   (http://www.microsoft.com/security/portal/)
2. Click Learn more about malware.
3. In the Search the Encyclopedia box, type the name of the file and click the magnifying glass button.
4. If the file is listed as malicious:
   1. Click Start, then click Run.
   2. Type the name of the file and click OK.
   3. Windows Explorer will appear. Find the file in the window and right click it, then click Delete.
   4. If a User Account Window appears, click Yes.
5. If the file is not listed in the Encyclopedia and you are certain it’s malicious, click Submit a sample. Follow the onscreen instruction to send us the file for review.

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How to obtain Help and Support.

This article describes how to use the error codes provided by the Microsoft Safety Scanner. If you are receiving an error code that is not discussed in this article, free Microsoft Customer Support Services is available by submitting a support case

. For more information about how to contact your local Microsoft subsidiary, visit the following International Support Web site:

http://support.microsoft.com/common/international.aspx

Microsoft also provides Microsoft Security Essentials, a free program that helps protect your computer from being infected by viruses and malware. To download Microsoft Security Essentials, visit the following Microsoft Web site: http://www.microsoft.com/security_essentials/default.aspx

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