Malware Found On Site – Help With Deleting Files

  • Resolved tiffo335

    (@tiffo335)


    4 years, 1 month ago

    Hi,

    I’ve just paid for your premium plugin and after doing a malware scan I see my site is infected. It is likely from the (now deleted) plugin WP File Manager as my server host Cloudways alerted me to the vulnerable plugin.

    This is a further message from Cloudways:

    Thanks for getting in touch with us. I have checked the details and your site is infected with malware which is injected in a number of your files.

    flameshot_screenshot

    This may be a result of a vulnerable plugin/theme you were using with your sites. Since we do not provide malware cleaning service, in this case, I would recommend you to either:

    1. Scan your sites from a reliable security service.

    So my question is, I don’t want to risk deleting any false positive files your scan has flagged, can you advise which ones are the actual malware I should delete please (including how to access and deleted the file Cloudways support linked to: https://i.imgur.com/hws0mKx.png)

    Thanks in advance for your help.

    Tiffany

Viewing 7 replies - 1 through 7 (of 7 total)

  • The same thing happened to me so I sent them the same message to CleanTalk and they said that they don’t clean files either. I deleted the files on 4 of my websites and now none of them work so if I were you, I would hire someone to do it. Obviously CleanTalk is not what I thought it was going to be. What good is it that they are identifying dangerous files but not doing anything about it. If I knew that, I wouldn’t have paid for their service. Live and learn. I guess you get what you paid for.

    Thread Starter tiffo335

    (@tiffo335)

    Thanks for your reply Laura. I’m going to ask for a refund if that is the case. Pointless identifying malware but then not offering the advice to help clean the actual infected files off your site!

    Hopefully I get a more helpful reply and resolution then you got. I hope you managed to rescue your websites!

    that will be my next step too. Please let me know if you have more success then me.

    • This reply was modified 4 years, 1 month ago by laurap4wp.
    Plugin Author alexandergull

    (@alexandergull)

    Hello @tiffo335

    Send these files to us for analysis using this guide https://cleantalk.org/help/files-analysis.

    This way we can say for sure if they need to be cleared or deleted.

    However, this question is about CleanTalk paid service, all the non-plugin questions should be asked via [email protected] or https://cleantalk.org/my/support/open

    Best regards,

    Yeah he sent me the same email and I sent the files and they came back marked “Dangerous” which made me even more nervous and he didn’t say to delete them so I was afraid of loosing my last working website.So basically, they don’t do anything to solve the problem. I don’t know what he means by non-plug ins. I thought we were talking about the paid version. I am at least.

    Plugin Support sergecleantalk

    (@sergecleantalk)

    You free to ask us for more details. Please contact us by our private Ticket System:

    https://cleantalk.org/my/support/open

    This forum is for code and stability issues. All service questions are outside this forum.

    Plugin Author alexandergull

    (@alexandergull)

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 7 replies - 1 through 7 (of 7 total)
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