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Help and Support

Virus Removal Steps (Generic)

 

Do you have a virus on your computer? Follow the steps below to remove it.

 

1. Change your ‘Administrator’ password

  • Note: It must be the actual account named “Administrator”, not just an account with Administrator rights. This can be done in the Computer Management section of the Administrative Tools Control Panel (XP Home is User Accounts in Control Panel).

 

2. Run Windows Update and make sure you install all ‘Critical Updates’.

  • Launch Internet Explorer, select ‘Tools’ and then ‘Windows Update’.

 

3. If you know the name of the virus on your computer, go to the Symantec Anti-Virus site ( http://www.symantec.com/avcenter/ ) and look for information on the virus.

  • From this site you can search for information on the virus, how to clean it and look for a removal tool. If one is available, download the removal tool.
4. Run a Symantec Anti-virus Scan on your computer or run the removal tool you have downloaded.
  • Turn off System Restore (Windows ME, Windows XP/XP Home)
    1. To turn off system restore click Start, click Control Panel, and then double-click System.
    2. In the System Properties dialog box, click the System Restore tab.
    3. Ensure that the Turn off System Restore check box is selected.

  • Restart the computer in safe mode with networking and run a scan or the removal tool, to clean your computer. To start the computer in safe mode:
    1. Click Start, click Shut Down, and then, in the drop-down list, click Shut down.
    2. In the Shut Down Windows dialog box, click Restart, and then click OK.
    3. When you see the message Please select the operating system to start, press F8 (repeatedly).
    4. Use the arrow keys to highlight the ‘safe mode with networking’ option and then press ENTER.

    •
  • Ensure Symantec Antivirus definitions are up to date
    1. Run ‘Live-Update’. This will update all your virus definitions for SAV.

  • Run the removal tool or scan and delete all viruses found
    1. To run the removal tool, double click on the file and answer any questions it displays.
    2. To run a Symantec Anti-Virus (SAV) scan, launch SAV and scan your hard drive(s).

  • Re-enable System Restore
    1. Follow instructions from above but this time turn ‘System Restore’ back on.

  • Restart computer

5. When your computer boots up in its normal running mode, run another scan of the entire computer to ensure that the original virus is gone and that there are no other viruses.
 
 

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