Spyware/adware removal software (such as Spybot and Adaware) is available from the Internet. Their web addresses are listed in the section Remove spyware and adware below. Although the HelpLine does not disinfect viruses and spyware/adware on your computer, we will answer questions and offer guidance in removing them.
Note: If your network port was disconnected by LBIS:
- If you were notified by LBIS that your network port has been disconnected because of virus-like activity, you must disinfect your computer before you can be reconnected to the network. If you need assistance, bring you computer to the HelpLine.
- Once it is cleaned off, you must bring your computer to the HelpLine to have it confirmed clean by an LBIS staff member.
- At the HelpLine you will have to run a virus scan to confirm that it is clean, so plan to come least one hour before the HelpLine closes (by 3:30pm weekdays, 4:00pm weekends) to allow time for scanning, which can possibly take an hour.
- Once your computer is verified clean by a member of the LBIS staff, a request will be sent to the LBIS security systems manager to have your port reconnected to the network, which may take a day or two.
Software tools needed for addressing virus/spyware/adware problems:
In order to remove viruses or spyware/adware and to maintain your computer's security, it is essential that you have certain software installed (listed below):- Kenyon's antivirus software: Symantec (Norton) AntiVirus Corporate Edition (SAVCE)
- Up-to-date virus definitions
- Critical software updates from the Internet (for Windows or Macs)that are set for automatic updating on your computer
- Up-to-date spyware/adware removal software: Spybot and/or Adaware
Install Symantec (Norton) AntiVirus Corporate Edition (SAVCE):
Note: If unable to access the network to download (SAVCE), bring your computer to the HelpLine for assistance.
- Locate the software: Login to the network. Go to Installing Kenyon Antivirus for Students at http://internal.kenyon.edu/patches/antivirus/index.htm
- Print these installation instructions there before actually downloading the software.
- Download Symantec (Norton) AntiVirus Corporate Edition (SAVCE) from the network by selecting the Mac or Windows ddownload link.
- Disconnect your network cable or disable your wireless connection. (If using wireless with Windows XP Home, you must disable the radio).
- Important!! After you download SAVCE but before you install it, you must uninstall any existing anti-virus software on your computer. (Instructions for uninstalling this software are in the installation instructions you just printed.
- Install SAVCE using the above installation instructions.
Note: If you are unable to install SAVCE or access it once it is installed, you may have spyware/adware on your computer that is causing your problem. You will have to remove it first before continuing. See later section Remove spyware and adware from your computer for instructions.
Check virus definition date and update if necessary:
- Once SAVCE is installed, reconnect to the network by plugging in your network cable or enabling wireless.
- Immediately open SAVCE by double-clicking the gold shield icon in the bottom right corner of screen.
- Check if your SAVCE virus definitions are up to date. If they are more than a week old, you must update the definitions by running LiveUpdate. See Running LiveUpdate at http://lbis.kenyon.edu/antivirus/liveupdate
- Note: If unable to access the network, contact the HelpLine on how to proceed with updating your virus definitions.
Download critical software updates from the Internet
- It is very important to protect your computer by keeping it updated with critical software updates (recommended weekly). Download these updates now:
- For Macintosh OSX computers see Macintosh OSX Software Updates web page at http://antivirus.kenyon.edu/macupdate/osxupdate.htm
You must also set your Mac computer to update these Software Updates automatically. - For Windows 2000 & XP computers see Installing Critical Updates for Windows 2000 & XP at http://lbis.kenyon.edu/antivirus/xpcrit
You must also set your Windows computer to update these critical Windows Updates automatically. See document Update Windows 2000 & XP: Apply Security Patches Automatically at http://lbis.kenyon.edu/antivirus/updatewin
- For Macintosh OSX computers see Macintosh OSX Software Updates web page at http://antivirus.kenyon.edu/macupdate/osxupdate.htm
Scan hard drive for viruses:
- Scanning the hard drive can take an hour or more, depending on the number of files you have, so don't start until you have the time!
- To run a virus scan, see Perform a Full System Scan at http://lbis.kenyon.edu/antivirus/winavcescan. You may want to print this out for reference because you will have to disconnect from the network to run the virus scan.
- Disconnect your network cable or disable your wireless connection. (If using wireless with Windows XP Home, you must disable the radio).
- Before running a virus scan, it is recommended that you backup your data on the hard drive.
- Then start your computer in Safe Mode as follows:
- Shut down and power off your computer. Wait 30 seconds and then turn the computer on.
- Immediately start tapping the F8 key every half second. You will soon see the black-and-white Starting Windows moving bar at the bottom of screen. The black Windows Advance Option screen will appear after that.
- Make sure that the Safe Mode option is selected on this screen. In most cases it is. The computer will then start in Safe Mode, which takes a few minutes.
- Once the desktop appears, open SAVCE through the Start | Programs menu (When in Safe Mode, there is no SAVCE gold shield icon in the bottom right corner of screen).
- If any viruses are found by the scan, they will show up in the Scan Results or Virus History. If their status is "quarantined," they have been rendered inactive. After the scan completes, you can safely delete them by highlighting their names and clicking on the red "X" at top of window.
- Scan your hard drive a second time to confirm that the computer is clean. There should be no viruses remaining in the Scan Results screen after the second scan.
- If any viruses still remain, check their status. If it is "active" or "quarantine failed," you will have to manually remove them. You may have to come to the HelpLine or a public lab to print out the manual removal instructions for those viruses, which can be found at www.symantec.com. Also print out If SAVCE Reports Your Computer is Infected at http://lbis.kenyon.edu/antivirus/wininf.
- Do not reconnect your computer to the network until all viruses are completely cleaned off!!!
- When finished with virus removal, restart your computer as you normally do. You can now reconnect to the network unless your room's network port has been disconnected and you must first have LBIS verify your computer is clean.
Note: If your computer still exhibits strange symptoms or poor performance after checking and clearing any viruses, you may have adware or spyware on your computer. They must be removed before your computer will work properly. (See next section).
Remove spyware and adware from your computer:
- If you run spyware/adware removal software on your computer, you must understand that there is some risk of unpredictable consequences to your computer. However, we have used Spybot and Adaware at the HelpLine for some time and find that they have been reliable removal tools.
- Download and install Spybot and Adaware:
- Spybot (freeware) and Adaware SE Personal Edition (free version) can be downloaded from the Internet (www.spybot.info and www.lavasoftusa.com).
- Consult their websites and especially the Help sections for details on how to use these spyware/adware removal tools to scan your computer. You can also bring your computer to the HelpLine for assistance.
- After downloading them, double-click their Setup icons on your desktop to install each program. When the Install Wizard opens, follow the instructions, accepting the defaults.
- Note: If you can't access the Internet to download this software, you can bring your computer to the HelpLine for assistance. If you bring your computer in, we cannot remove the spyware/adware for you, but we can advise you in installing and running the spyware/adware removal software.
- Because of licensing restrictions, we cannot offer Adaware. However, you download the "personal" version yourself from the Internet. Once you run Spybot, it often cleans off enough spyware that you can get to the Internet to download Adaware and run it.
- Run Spybot and Adaware:
- Before running these removal tools, it is recommended that you backup your data on the hard drive.
- It is advisable to run both Spybot and Adaware for the most complete removal of unwanted spyware/adware. They should both be run regularly on a weekly basis to keep your computer relatively clean.
- All spyware/adware removal software will require periodic updating, similar in concept to updating virus definitions, so always check for updates before scanning your computer.
- If asked to Create a backup of the registry, Immunize, etc., do so.
- After scanning is done, a list of "problem" files will display. Checkmark them for deletion and then delete them.
Note: If you are unable to install or run Spybot or Adaware, or if the computer still exhibits performance problems, you may have to get further help from one of the local repair services in the area. See:
Install an Alternative Web Brower
- As an extra security measure, the HelpLine strongly recommends that you install and use a web browser other than Internet Explorer, which is vulnerable to virus/spyware/adware problems.
- The Mozilla Suite or Firefox are both acceptable web browsers, available for downloading from Alternative Internet Browsers at http://internal.kenyon.edu/patches/browser/index.htm.
- If you cannot access the Internet, you can bring your computer to the HelpLine and ask to use our Mozilla or FireFox CD.
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