Run a Full System Scan
- Start your Symantec antivirus program and make sure that it is configured to scan all the files.
- For Norton users:
- For Business users:
- Run a full system scan.
- If any files are detected, follow the instructions displayed by your antivirus program.
Update Virus Definitions
Symantec Security Response fully tests all the virus definitions for quality assurance before they are posted to our servers. Make sure your virus definitions are up to date.
- If you are unable to start your Symantec antivirus product, or the product reports that it cannot delete a detected file, you may need to stop the risk from running in order to remove it. To do this, run the scan in Safe mode.
Starting your computer in Safe mode.
Once you have restarted in Safe mode, run the scan again.
After the files are deleted, restart the computer in Normal mode.
- If you are running Windows Me/XP you may need to disable System Restore.
If you are running Windows Me or Windows XP, we recommend that you temporarily turn off System Restore. Windows Me/XP uses this feature, which is enabled by default, to restore the files on your computer in case they become damaged. If a virus, worm, or Trojan infects a computer, System Restore may back up the virus, worm, or Trojan on the computer.
Windows prevents outside programs, including antivirus programs, from modifying System Restore. Therefore, antivirus programs or tools cannot remove threats in the System Restore folder. As a result, System Restore has the potential of restoring an infected file on your computer, even after you have cleaned the infected files from all the other locations.
Note: When you are completely finished with the removal procedure and are satisfied that the threat has been removed, reenable System Restore by following the instructions in the aforementioned documents.
For additional information, and an alternative to disabling Windows Me System Restore, see the Microsoft Knowledge Base article: Antivirus Tools Cannot Clean Infected Files in the _Restore Folder (Article ID: Q263455).