Expert: Carolyn Meinel - 1/1/2005

Question
my parents computer has been infected with several virus's and trojans as they have never had any virus software installed.  Now, i have tried my best to get rid of most of them using free, online checking systems such as norton, but i cannot get norton antivirus to install and run.  After installing, running antivirus results in a blank window where the user interface should be.  This may be related to a problem in ie6 where i cannot click on java script buttons, such as those contained in hotmail, or when purchasing goods and services.
I would appreciate greatly any help you could give me.  Thanks, Graeme.

Answer
It sounds like a worm or virus has damaged your antivirus program. Here's how to clean up your computer.

First, you need a firewall. This is because worms can infect your  computer just by connecting it to the Internet. If you have Windows XP, click Control Panel --> Network Connections --> (your Internet connection) --> Properties --> Advanced to make sure the firewall is on. If you don't have XP, you can get a free firewall, Zone Alarm from zonelabs.com.

Now uninstall your current antivirus program. Don't do anything else except install the free version of Avast! antivirus, from http://www.avast.com/eng/down_home.html

To make sure Avast! eradicates all copies of your viruses, worms and Trojans that may be on your computer, you will need to disable System Restore. Windows ME and XP use System Restore to restore damaged files. If a virus, worm, or Trojan infects a computer, System Restore might have backed them up. Windows will not let antivirus or adware/spyware removal programs clean up System Restore. Later, if you use System Restore, it might also restore viruses, worms, and Trojans. In order to get rid of nasty programs hiding in System Restore, you first need to disable it.

How to disable or enable System Restore in Windows ME:
http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2001012513122239?OpenDo...

How to disable or enable System Restore in Windows XP:
http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2001111912274039?OpenDo...

After running Avast!, don't turn Windows Restore back on just yet.

If everything works now, then you could safely uninstall Avast! and reinstall your Norton antivirus program, or stick with Avast! if you like it better.

Next, try running some antispyware programs. They usually aren't removed by anbtivirus programs, but can cause lots of trouble.

For instant free help, try Ad-aware,
http://lavasoft.element5.com/software/adaware and Spybot, http://www.safer-networking.org You can use one or both together, as they are compatible. In addition, if you are more of a power user, you can install BHODemon. It is free from http://www.definitivesolutions.com/bhodemon.htm It enables you to control the "browser helper objects" of Internet Explorer (IE). Adware and spyware and some viruses and worms exploit IE.

Now it is OK to turn System Restore back on.