Standard Procedure

Diagnosis & triage

Turn on the computer, preferably while the owner is still there.
Take notes in the Track-It workorder regarding the problem.

Prepare the computer

Restart in Safe Mode
Turn off System Restore (usually)
Remove all temp files
Turn off File & Print Sharing

Virus scan

If the infection is really nasty, boot to one of the Bart's CDs and scan from there.
Otherwise, in Safe Mode on the user's computer:
ClamWin
AntiVir
NOD32?

Spyware removal

AdAware
SpyBot
ET Remover
others?
Windows Defender?

Updates

Windows Update
User’s antivirus

Finishing Up

Turn on System Restore
Email user (using template in RSA account) with details

Back to RSA Techs main page

--Becka 10:06, 26 January 2007 (EST)