Expert: Carolyn Meinel - 11/6/2008

Question
Hi Carolyn
My computer recieves and sends email but I cant get online.
It wont even let me open internet options on control panel.
I assume it has a virus or worm or something.
I have run AVG free and Microsoft malicious software removal tool but they didnt find anything.
I thought of taking it to our local computer guy (I live in a small town) but someone said he just runs the same anti virus programs available to anyone and he charges $60 per hour!
Can I fix this on my own?
Can you recommend another free anti virus program that could get rid of the problem?
Also,once its gone,will my internet come back?
If it doesnt function again because of corrupted files or registry (see-I know a little about computers!) can I download and re-install internet explorer again?
Thanks in advance for the help!

Answer
First off, nearly everyone who asks me how to get rid of a serious malware infection (meaning viruses, worms, adware, spyware etc.) has been using a free antivirus program. So I can't advise you to use any free antivirus program because free antivirus programs don't work very well.

Now, how to fix your problem. If you can get a friend to download a complete Internet security suite for you, and if you don't want to pay for your protection until you are certain it will fix your computer, here's what will almost certainly work.

1) Download either Kapersky Internet Security, which offers a free 30 day trial at http://kapersky.com or F-Secure's Complete Internet security suite, which offers a free thirty day trial: https://store.f-secure.com/cgi-bin/dlreg/ml=EN?ID=FSISTB&desid=TRIAL

2) Disconnect from the Internet.

3) Uninstall your current antivirus. This is absolutely essential because otherwise it and F-Secure or Kapersky will fight each other and might crash your computer. It isn't good enough to just turn off your old antivirus because it probably has been crippled by your virus infection.

4) Install your Internet Security product. Download any updates available.

5) Run a complete scan of your computer. Follow any instructions it might give you.

6) Reboot.

If this works, you can either keep your new Internet Security product or uninstall it and reinstall your old antivirus from either a download of the latest version from their website (if that's how they sell it) or from the disk it was on when you bought it. Be sure to get all the latest updates right away. Usually antivirus companies are pretty good about updating their programs whenever some new attack becomes able to evade or cripple their product.

If you weren't running an antivirus program that includes antispyware protection and a firewall, then I recommend that you not reinstall your old program. Nowadays we need total protection, and this includes antispyware and a firewall.

7) To prevent future infections, don't use Internet Explorer, as it is susceptible to introducing viruses, adware and spyware into your computer. Instead you could use Firefox, free from Mozilla.org . Instead of using Outlook for email, you could use Thunderbird, free from Mozilla.org, or Eudora, free from Eudora.com .

If this doesn't work, contact me and I'll tell you how a computer repair shop would fix your computer. It's ugly and painful, so I don't advise this unless Kapersky or F-Secure can't fix your computer.