Expert: Lorry - 3/24/2008

Question
QUESTION: I got a virus by mail and now my computer starts, shows windows xp loading screen and then restart again.
The pc also restarts in safemode.
Therefore, I can't run any anti-virus programs.
I think I should do something using boot cd.

Thanks!!

ANSWER: Hi Hadass,

If you have an anti-virus program installed, start Windows in safe mode and run a scan. It is possible that the Windows is infected with the W32.Sasser.Worm, if it is, the following site has a removal tool:

http://www.symantec.com/security_response/writeup.jsp?docid=2004-050116-1831-99&

The computer could be over heating which could cause Windows to keep restarting. Unplug the computer, take off the tower cover and use canned air to remove dust. While the cover is off, try reseating the RAM, memory sticks.

It could be the power supply. Another reason could be that the BIOS needs to be flashed (updated).

Hope this helps!
Lorry




---------- FOLLOW-UP ----------

QUESTION: Thanks for your quick response.

I can't scan in safe mode since when I choose safe mode option, I get a black screen with a list of files and then restarting again.
The other options you offered are fine but they won't remove the virus.

Thanks again for your help.

ANSWER: Hi Hadass,

Windows rebooting could be caused by a virus and/or other things, that is why I gave you the other options to try.

If you are sure it is a virus and cannot run a virus scan to tell for sure which one it is, your best bet would be to use the Restore CD and restore Windows back to the way it was when you first got it.

Hope this helps!
Lorry

---------- FOLLOW-UP ----------

QUESTION: How do I restore Windows back to the way it was when I first got it or to a stable state?  

Answer
Hi Hadass,

If you have a Restore/Recovery CD, put that in the drive and start the computer.

If you have the Windows XP CD, am assuming you are using Windows XP, put that in the drive and restart the computer and follow on-line instructions.

You will be losing any information that is on the drive. If you have data you prefer not to lose, you might want to take the computer to the local repair shop and have them backup the data for you.

Hope this Helps!
Lorry