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Queen's University

Symantec Endpoint Protection/Norton AntiVirus FAQs

Please note:  ITServices is discontinuing support for SEP and is offering alternative solutions for members of the Queen's community. For more information, please refer to the  Antivirus software  page. 

ITServices has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Support Form or call us at 613 533 6666.


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  • Q. How do I get anti-virus software?
    • Windows 8 - use the Microsoft AntiVirus software that comes with Windows 8
    • Windows 7, Vista or XP - You should have Ida installed on your computer. If you need to download Ida, visit the Ida website. To download/install a copy of Symantec Endpoint Protection, follow these instructions:
    1. Open Ida's Task Manager (right click the Ida i icon in the system tray and select Task Manager or click on the balloon that says Ida has recommendations for you if it appears)
    2. If you do not currently have antivirus software installed, Symantec Endpoint Protection (and possibly a patch) should appear in the list  Make sure it is checked off and click on the Submit button. You will require your NetID and password.

    Caution:    If you have another anti-virus program (e.g. Norton AntiVirus or McAfee) installed, Symantec Endpoint Protection will not appear by default in the Task Manager.  You MUST uninstall this program before installing Symantec Endpoint Protection.  Installing multiple antivirus programs on the same operating system can render the computer useless.

  • Q. The install program looked like it completed ok, but Ida says it failed. What could be wrong?

    Ida might have lied. After Ida installs a program it does some checks in the registry and the installed files to make sure everything worked ok. Recently Ida started reporting something is wrong, even when it isn't - it may be that there's a delay before new installers make all the updates Ida looks for. If you think it might have installed ok - try it.

  • Q. How do I remove a virus?

    If you suspect that you have a virus on your computer, please contact the IT Support Centre at 613.533.6666.

  • Q. Do I have to use the Queen's version of Symantec Endpoint Protection/Norton AntiVirus or can I use my own?

    The "Queen’s version" of Symantec's antivirus products is the same as the one you would buy in a computer store. The only difference is that the Ida version is a corporate edition that is licensed by Queen’s and provided without cost to you if you are a student, staff or faculty member. Queen’s also handles the license renewals.

    If you purchase a version of the program somewhere else, you will have to pay for the program and also pay for license renewals to keep your virus definitions updated.

    Make sure you remove all traces of any antivirus program from your computer before you attempt to install Ida's version of Symantec.

  • Q. Do I need to install Antivirus software if I use a Mac?

    It is a false idea that mac users do not need to worry about viruses.

    Mac user can receives viruses, trojans and other unwanted attachments through e-mail attachments, internet downloads, and other sources. They can also spread these viruses, trojans, etc. to their colleagues, friends, and family.

    Mac users are also vulnerable to Microsoft Word and Excel macro viruses.

    Mac users who use PC emulation software such as Microsoft's Virtual PC, Bootcamp or Parallels need to install and configure antivirus software for Windows, keep up-to-date with Windows update, and turn on the built-in firewall.

    Their are two version of Norton Anti-Virus for Macintosh available for download from the Macintosh Software Download page.

    Version 10 is for Mac OS X, version 10.3 and later.

  • Q. I'm having problems installing Symantec Endpoint Protection. What can I do?

    Please contact the IT Support Centre at 613.533.6666 for assistance if Symantec Endpoint Protection does not install properly. Please record any error messages that you receive during the installation process before calling.

  • Q. What do I do when LiveUpdate won't work?

    Please contact the IT Support Centre at 613.533.6666 for assistance if your LiveUpdate will not run.

  • Q. What are the symptoms of having a virus?

    A computer virus is like a human virus in that the computer may appear to be sick and not working properly.

    There are thousands of viruses in circulation on the internet, the symptoms of which are very similar to each other, while others are quite unique.

    As a result, there are many different symptoms that you could experience as a result of having a virus. It is even possible that you would never see any symptoms.

    Common Symptoms:

    • Computer will no longer boot into windows
    • Windows crashes immediately upon boot.
    • My Documents Folder is no longer accessible, or all files in it are missing.
    • Windows boots, but programs seem to be randomly crashing.
    • Computer runs really slowly.
    • People are receiving e-mails from you that you never sent
    • You receive “undeliverable mail” messages (e-mail bounces back) for messages you did not send.
    • Elements of your Windows desktop change for no apparent reason
    • Random non-windows messages keep popping up.
    • Files are missing from your hard drive or files are inaccessible.
    • Random text keeps appearing when typing in Microsoft Word.
    • People are receiving instant messages that you didn’t send.
    • When you load your web-browser (i.e. Internet Explorer) your homepage has been changed to something undesirable.
    • Your phone bill has long distance charges to some remote place overseas that you didn't make.

    Please note that most of the above symptoms could be caused by other problems and may not be a virus, but a virus should be one of the first causes investigated.

  • Q. How does a computer get a virus?

    The most common methods are through an unprotected network connections, e-mail or instant messages.

    An infected computer can "probe" other computers on the network looking for vulnerabilities in the operating system or unprotected connections. When one is found the new computer is infected and it starts to probe for other computers. Keep your Operating System up-to-date by using Windows Update.

    Viruses can be transmitted as script files (text code that is run by a program) or as file attachments. Microsoft Word documents can also be infected with a virus and passed on wherever that file is copied. Viruses can also be spread over network shares and file transfer programs. They can even be obtained by visiting a website that has a server infected with a particular type of virus.

    Most importantly, computers get a virus if there is no Anti-virus program installed. Anti-virus programs are essential for every computer. It is also absolutely necessary to keep your virus definitions up to date. An Anti-virus program without recent virus definitions is useless for protection against the latest virus attacks.

    Symantec Endpoint uses a built-in Virus Definition File (VDF) update mechanism, LiveUpdate, which should be run regularly in order to keep protected.

    Not using an up to date antivirus program is like always leaving the door to your home wide open to vandals and burglars.

  • Q. What is a virus hoax?

    A virus hoax is a false message, usually an email, indicating that you might have a virus on your computer. These messages are designed to panic a user and trick them into deleting a valuable (and legitimate) system file.

    They are often forwarded on by well intentioned friends or colleagues who were fooled by the hoax and think they are helping you.

    They usually claim that no anti-virus programs can detect this virus and that it will cause severe damage to your computer after a certain amount of time. These messages, regardless of their origin and virus details, are usually a hoax.

  • Q. How can I protect myself from viruses on a USB key?

    In a managed environment, Symantec Endpoint Protection includes functionality that can be used to prevent any program on a USB key from running automatically when the USB key is inserted into a computer. Most Queen's users are not in managed environments.  See the following article on how to initiate a manual scan on a USB drive:

  • Q. Where else can I get help?

Kingston, Ontario, Canada K7L 3N6 613.533.2000