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Hi i'm charlie and i need some real help?

i have avg 8.0 and it found a virus called win32/heur. i looked everywhere and tried doing what everyone is saying step by step. the problem is that everything i try is blocked so combo fix or any other program to remove this virus isn't working i have many files on my comp that i dont wanna loose. does anyone know what to do. i also have an external drive that is probaly infected to so backing up files will just transfer the virus over to there if its not already on the external.
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