Very important removal question

[starforsaken]

I work at a repair shop, doing primarily virus removal. I have recently come across a lot of problems in removing trojans, such as downloader and backdoor.agent, but not only those.

Fully updated scans in safe mode can't remove these threats, nor can slaving the infected HD to another system and running scans on it. Even if it does say it's detected something, it is unremovable. If it IS removable and the program says it does as such, the problem is back when i run the scan again. If anyone has any ideas, they would be greatly appreciated.

I'm fairly experienced in virus problems, but I've just been frustrated lately. At what point does one tell the user that the problem is unfixable, and a recovery is their best option?

 

[icemagic]

1. try norton system works.
2. try ending any processes that may be useing the trojan
if none work reformat.