Symptoms

1. I have a virus and I can’t delete it the virus
2. McAfee is unable to delete a potential virus
3. I’m getting a pop up and its saying that I have a virus and McAfee cannot delete it


Probing questions (use this to verify if the alert is valid or not)

1. Verify where the customer is getting the pop-up/alert/warning, is it on the system tray? also verify when did this started
2. Verify if the pop-up/alert/warning is from Mcafee IF NOT ask the name of the program
3. Verify the exact error msg form the pop-up/alert/warning (e.g. A network worm is detected / Trojan detected WIN32)
4. Verify if there is a link or a recommended program or if customer is directed to a website to download a 3rd party software, such as SPYCRUSH, VIRUS PROTECTION PLUS, SPY CLEANER, ULTIMATE CLEANER, ETC……. ( If this case applies to your issue try to open and search the name of the program on the web such as google to get more info about the program)

IF customer is directed to a website every time he open the alert msg and the site is asking him to download or BUY the recommended software, this alert can be consider invalid
It is more of an ADD/Phishing where in user is being alarmed that his system is infected by a possible virus and is asked/ requested to download a 3rd party program to remove it
And before they can download the program the site will be asking personal info such as Credit Card No. Email address etc.
5. Verify the programs customer last download
Most of this programs (SPYCRUSH, VIRUS PROTECTION PLUS, SPY CLEANER, and ULTIMATE CLEANER) are Free downloads, or attached programs
One good example is when you download a GAME on the net. On the installation it will indicate all possible programs to be installed sometime it’s hidden under EULA
And once consumer agrees on EULA and installed the program it’s already considered as a valid program on the pc therefore McAfee is unable to consider it as a virus
Once the system is restarted customer will be receiving a lot of pop ups and warnings concerning a potential virus usually it will show on the lower right hand of the screen or system tray
A lot of times this program cannot be seen under add/remove programs what ever program was installed where it was attached will be the program that will reflect under add/remove programs
That’s the reason why we have to look/ ask the last download they made before this issue happened

6. Verify is there is a change on the system IF customer’s personal files and programs are missing or un-operable
IF this is a valid alert or virus infection, customer’s pc might have already crash at this time or customer already had experience great decrease on the systems performance
IF customer is receiving different type of alert or warnings that pc is infect YET is able to perform/surf just like before you can consider this as an invalid alert



How did I get infected
Reason #1: You downloaded a freeware or shareware program. Spyware is often found hidden in freeware/shareware programs. Find out about a program before you download it.
Reason #2: You installed a peer-to-peer (P2P) or shared network application. Some peer-to-peer file sharing programs may come bundled with Ultimate Cleaner or other forms of spyware as an add-on software.
Reason #3: You visited a questionable website. If you visit the wrong website you can accidentally click on a link that can automatically install unwanted software such as Ultimate Cleaner. Some websites can trick you by displaying a fake security pop-up that may install Ultimate Cleaner or direct you to a purchase page.


By this point you should have explained to the customer the possible cause of this issue on his system
Here are some possible solutions that we can take concerning this
Remember to set your customers expectation or disclaimer

NOTE: make sure that the above scenario 1-6 applies to your issue

1. Check windows add/remove programs for related files of the following SPYCRUSH, VIRUS PROTECTION PLUS, SPY CLEANER, ULTIMATE CLEANER, ETC…… IF there’s any delete it
2. Click on start All Programs locate for the 3rd party software right click and un-install
3. Click start Windows Search select ALL FILES & FOLDERS type the name of the suspected program and search IF there’s any DELETE IT
4. CTRL+ALT+DEL check the process if there’s any suspicious programs running and try to end it
5. Open Control Panel – Folder Options – View tab – and select view hinder folders, Now open My Computer –C:\ – Documents and Settings – Users – Application data and delete any forlder related to the suspected program do this in all user under documents and settings
6. Open My Computer C:\ - Program files and look for any related folder regarding the suspected program if there is any Delete IT
7. Click on Start Run MSCONFIG and OK go to start up and locate any related files regarding the suspected program If there is any, uncheck it click APPLY and OK then restart
8. You can also try using windows cleaner or MScleaner http://support.microsoft.com/default.aspx?kbid=290301
9.

1. Download the utility by clicking msicuu2.exe in the Downloads section below.
2. Double-click the downloaded file to start the installation.
3. Once the installation is complete, click Start point to Programs and select Windows Install Clean Up.
4. A list of programs will appear. Freedom should be on that list, possibly more than once.
5. For each entry of Freedom, select it and click Remove.
10. Malicious Software Removal Tool
http://www.microsoft.com/security/malwareremove/default.mspx
11. Download Comcast tool bar
http://www.comcast.net/toolbar2.2/
NOTE: Provided above are just suggestions and information, the above steps are not yet proven to be a first hand solution or fix its recommended to set your expectation or disclaimer before applying this steps