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downloader.trojan removal

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Hello how is everyone doing? I need some assistance. I am working on a computer for a client who recently got the downloader.trojan virus.  She has her Norton up to date and followed Symantec/Norton's instructions on removing it and she has still not had any luck.  Do you have any more suggestions?  Also do you think it is possible that it could be malware??

Stephen, IT/Security consultant

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