Video Screencast Help


Created: 13 Nov 2012 | 5 comments

Not sure if this is the right venue.  I am trying to get to technical support and this is where the website has lead me.  I have done two scans and come up with a Trojan.Tracur.C!inf virus that endpoint is telling there is no repair available.  The problem is when I look at my quarantined files this file does not show up?  Should I be concerned?  Also, I ran a scan with the support tool and it shows that I have 4 warnings, 1 that all services are not running, specifically the Teefer2miniport Kernal Driver failed the test, finally the load point analysis failed and that a file failed the score but it talks about sending the file through a secure website which I have no idea about.  Hope you can help.

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pete_4u2002's picture

did you run the scan in safe mode?

where is the location of the file? can you post the risk logs?

the warnings are ok, should not matter most.

cklee1's picture

Not sure about safe mode, just ran the scan from SEP.  Did not select safe mode and do not know how.  Tried to post the log, but the file is located in c:\Users\cgck\AppData\Local\Temp\Low\0.7654761866218251

I just ran the power eraser and it seemed to clear up the warning from the load point analysis.

ᗺrian's picture

Check the removal options:

There is likely a hidden autorun file causing this alert. Check the root c: for it and remove it.

Also, run a full scan in safe mode.

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

cklee1's picture

Thanks.  I will rerun the scan in safe mode.  Will probably take a couple hours.  Thanks again.

Chetan Savade's picture


If System scan does not resolve the problem you can try one of the options available below.

Power eraser user guide.

Here is the location of the Symantec Endpoint Protection Support Tool:

Symantec Endpoint Recovery Tool (SERT) download comes as an ISO (disk image). How do I use this?

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<