First off, your friend is running two anti-virus programs Norton and AVG which is not good. You can have more than one anti-virus program installed on your system as long as only one of them is actively running and providing real time protection. The other should only be used as an on demand scanner. However, even when one of them is not running, problems can still arise when the active anti-virus detects the non-active one's definitions or quarantined files.
The concern with using more than one anti-virus program is due to conflicts that can arise from them both running together at the same time in real-time protection mode. Anti-virus software componets insert themselves into the operating systems core and using more than one can cause instability, crash your computer, slow performance and waste system resources. When actively running in the background while connected to the Internet, they both may try to update their defintion databases are the same time. As the programs compete for resources required to download the necessary files this often can result in sluggish system performance.
While operating in real-time mode, each program will often interpret the activity of the other as a virus and there is a greater chance of them alerting you to "False Positives". Further, if one AV finds a virus and then the other also finds the same virus, then both programs will be competing over exclusive rights on dealing with that virus. Each piece of AV software will attempt to seize the offending file and quarantine it. If one AV finds and quarantines the file before the other one does, then you encounter the problem of both AV's wanting to scan each other's zipped or archived files and each reporting the other's quarantined contents. This can lead to a repetivite cycle of endless alerts that continually warn you that a virus has been found. Symantec strongly recommends that you run only one antivirus program at a time. See here
Your friend can try running an anti-virus scan in "SAFE MODE
" but other tools are probably going to be needed to resolve this issue.
If your friend is using Win XP or 2000, then do this:
She is going to need access to another computer (family, friend) with Internet access to download the following
programs and save to a USB stick or CD:
• AVG Anti-Spyware 7.5
. Be sure to print out the AVG Anti-Spyware Install-Scan Instructions.
• HijackThis 1.99.1
. This is a self-extracting version (HJTsetup.exe) which will automatically install HJT in the proper location if we need to use it.
and print out the instructions for using SmitfraudFix
. Later you will have to extract the zip file.(Click here for information on how to do this if not sure. Win 9x/2000 users click here. If you need an unzipping utility, download 7zip (its free).
Transfer all these programs to the infected computer. Install AVG Anti-Spyware following the instructions you printed out but do not perform a scan yet
.Reboot your computer in SAFE MODE
" using the F8
method. To do this, restart your computer and after hearing your computer beep once during startup [but before the Windows icon appears] press the F8 key repeatedly. A menu will appear with several options. Use the arrow keys to navigate and select the option to run Windows in "Safe Mode".Scan with AVG Anti-Spyware
, following the instructions you printed out for scanning in safe mode.Scan with DrWeb-CureIt as follows:
1. Double-click on drweb-cureit.exe
to start the program.
2. An "Express Scan of your PC
" notice will appear. Under "Start the Express Scan Now
", Click "OK
" to start.
3. Click "Select drives
" and then click the "Start/Stop Scanning
" button (green arrow
on the right) to start.
4. When done a message will be displayed at the bottom advising if any viruses were found.
5. A log file will be created in C:\Documents and Settings\username\DoctorWeb\CureIt.log
6. Any quarantined files will be sent to C:\Documents and Settings\username\DoctorWeb\Quarantine.
7. Exit the program and reboot normally.
Then follow the instructions you printed out for running smitfraudfix