I can't use the Ellipsis 7 because of malicious software! I need your help! You can help me? You can tell what to do?

[kostaleks]

Hi! Children downloaded the virus engriks on my Ellipsis 7 QMV7A. I tried all options of treatment of my pad, but helps nothing. I is very far from the USA and from the Verizon and therefore I can't give it to repair to you. You can advise me what to do? I very need your help! Thanks!

[vzw_customer_support]

kostaleks,

Hearing that you are having trouble with your tablet is very concerning as we want to make sure there is nothing that can harm your device. If there is a virus on the tablet we recommend completeting a master reset which will erase everything on the tablet and take it back to its factory settings. You can try the next options to see if this will repair the tablet for you. This link http://vz.to/13q0JR5 will show you how to complete the reset if the device is able to be powered on. This link http://vz.to/1WRLh6k will show you how to reset if the device is powered off. Try these steps and keep us posted on the outcome.

CandiceH_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[kostaleks]

I tried ALL the options available to me. Several times I did a factory reset on the device when it is on, and several times did the clearing eMMC! Within 3 days I was reading all the information about Ellipsis 7, which could find. Read all information about the virus engriks/engrils. Nothing of what I read didn't help me solve the problem with malware. I installed Lookout mobile and installed KIS mobile. These programs are written that can't remove malware! Tell me, is there any possibility to cope with this problem?

[mama23dogs]

Factory restoring the tablet removes all but the original operating system.  Do not restore.

start the tablet again as new and be careful what you add to it.

IT is nearly impossible for a virus to infect tablets because they are "sandboxed" programs.   If you are having a problem, you should discuss the problem or behavior the tablet is having, which may not be a virus at all.

[kostaleks]

To my great regret I cannot bring you my ellipsis (I live in Moldova) so you can make sure that I do things the way you recommend. Tomorrow I will record a video how I do a factory reset and how do I make the eMMC clean. Don't know any other way how I can send you a video. Will upload the video to youtube so you can see. I'm not trying to blame Verizon because they make bad tablets, I'm just asking to help me. I myself can't handle.

[kostaleks]

Hello! I made a video how I do a factory reset. https://youtu.be/i4lf8Pajmuk The video shows that after the restart the tablet have a virus. After resetting to factory settings I did the cleaning eMMC through factory menu, and nothing has changed. Please help me find a solution to this problem. I am ready to provide remote access to my Ellipsis, so that a specialist could look at him. Or, if you need remote access to my computer connected directly to the Ellipsis. Tell me what to do to solve the problem with the viruses. I really don't want to throw my tablet in the trash.

Please help. I'm not very rich and can't buy the kids a new tablet.

P.S. I'm sorry for the bad quality video and too long shooting. I am a very bad operator.

[mama23dogs]

The quality was good enough to prove your point.   Am totally stumped.  

Tidbits do you have any suggestions to wipe via computer ?

[kostaleks]

Verizon Wireless Customer Support Maybe you too watch a video that I made and offer some alternative solutions to my problem?

[kostaleks]

Tidbits this is a specialist that could help? If so how do I get them?

[mama23dogs]

Yes, he knows more than I.  But lives in a time zone 5-6 hours different from my own.  If he is around, he will get the notice.