Overview
This section is designed to provide a quick outline of testing procedures and solutions for the most common trouble calls related to Virus and Spyware infestations. This section assumes that the physical hardware and internet connectivity are functioning correctly.
First and foremost, always gather as much information from the user(s) about the system(s). Users can provide information that can point in the general direction of the source of the problem(s). This will also serve as a measuring stick to know when you have accomplished their expectations.
If the user is not going to be present with you though the entire process, you should gather any user names and passwords necessary to access the system(s). The computer will probably require several reboots to properly test and fix the system.
The procedures outlined here can take 1 to 3 hours to perform properly. The amount of time is determined by the speed of the computer, size and speed of the drives, number of files and folders on the drives, and whether any significant problems exist.
| • | Ensure that all critical data is backed up somewhere reliable. |
| • | Run ScanDisk (or ChkDsk). |
| • | Check the free space on all drives. |
| • | Check the Device Manager and look for any conflicts or errors. |
| • | Verify that a current anti-virus program is installed and functioning. |
| • | Run various antiparasite programs. |
| • | Verify that a current popup blocker is installed and functioning. |
| • | Verify that a current and properly configured firewall is installed. |
| • | Verify that the windows automatic updates are scheduled and working properly. |
| • | Perform a system cleanup. |
| • | Verify that the clock is working correctly. |
| • | Ensure that a current backup strategy exists. |
| • | Create an updated emergency boot disk. |
| • | Check for necessary driver updates. |
| • | Defragment the hard drives. |
| • | Test Peer-Peer networking functionality. |
Other tests and services may need to be performed to satisfy specific needs or issues.
Close all unnecessary programs before performing these steps. Other open programs may impede the functionality, speed and effectiveness of many of these operations.
Please refer to the specific sections of this guide for more details regarding these procedures.
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Page content was last updated: 4/23/2009
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