In the recent weeks we’ve received several reports concerning an unexpected error, which occurs when running the FixMe.IT Client app or attempting to generate a new ID.
One user has reported that their client was unable to start the application after downloading and running the installation file. Another user has said their client failed to obtain the Client ID upon running the app – the Client ID box disappeared very quickly and the number itself became invalid.
Such behavior is usually attributed to 3rd party applications or malware that may restrict FixMe.IT from running correctly.
In both cases described above, the unexpected behavior was caused by the Rootkit.fileless.mtgen trojan, which hides deeply in the targeted computer and can prevent some of the installed applications from starting or running correctly.
Whether your client is experiencing similar issues, instruct them to run a full antivirus scan and remove the malware that stops FixMe.IT from working correctly. Based on user feedback, this should solve the problem.