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ResNet: Troubleshooting Virus Infection

TROUBLESHOOTING - VIRUS INFECTION

University Information Technology (UIT) is concerned that the virus activity stops and does not return. If the virus activity returns to the network jack, the ResNet service will be blocked again. If a Router is in use in the residence, the paying subscriber registered for ResNet service is responsible for all activity on the residence network jack.  See information on Using Routers.

BLOCKED ON RESNET DUE TO VIRUS ACTIVITY?

If the message appears (see the diagram below), this means that the registration has been removed from ResNet and a block has been put on automatically by the ResNet network due to virus related activity coming from the computer registered on ResNet.

At this point, the computer is effectively quarantined from active Internet service. The computer is known on the network as having a virus problem and will be quarantined to only see the ResNet Registration page. If a login is attempted at the ResNet Registration login page, the above screen will be displayed indicating what the problem is.

First Option (cleaning option):

  1. Disinfect: Disinfect the computer of viruses/worms/problems using an AntiVirus program with updated virus definitions AND provide the list of cleaned viruses as proof to UIT that viruses has been cleaned from the computer.

    NOTE: If an antivirus program claims that nothing is found and that the computer is clean, that only means that no virus problems were found, but it does not mean the computer is clean. UIT blocks computers based on the actual activity, so it is known that there is virus activity coming from the network jack in the residence. Not all antivirus programs are capable of catching all viruses (see next section titled Second Option (cannot clean the virus problem).
     
  2. Critical Updates: Make sure that your computer's operating system is up to date with critical updates so this does not happen again. (e.g. Windows XP needs to at least have Service Pack 3 before we will permit the computer to be unblocked and be allowed to register again for ResNet service.)
     
  3. AntiVirus Program: Make sure an ACTIVE anti-virus program OR Symantec AntiVirus is loaded and has up to date virus definitions (i.e. Symantec's Intelligent Updater). Click on Symantec AntiVirus with LiveUpdate.

Important Note: If the steps were not done correctly or the virus activity is detected (some viruses may come back) on the residence network, the service will be blocked again. The Second Option is the only guaranteed way of removing and cleaning virus problems.


Second Option (cannot clean the virus problem):

  1. BackUp: Backup all important data and files such as homework, essays, documents, pictures, etc. onto a CD or other storage device.
     
  2. Format: re-format or re-Initialize the computer's system drive (usually c: drive) to erase everything and reinstall the operating system. Everything will be erased including the virus problem, so make sure there are appropriate support materials to reinstall everything back on the computer. It is recommended that the computer vendor is contacted for assistance to perform this type of work. UIT does not format computers, reinstall computer operating systems or install software.
     
  3. Critical Updates: Make sure that your computer's operating system is up-to-date with critical updates so this does not happen again. (e.g. Windows XP needs to have at least Service Pack 3 before UIT will permit the computer to be unblocked and be allowed to register again for ResNet service.)
     
  4. AntiVirus Program: Make sure an ACTIVE anti-virus program OR Symantec AntiVirus is loaded with latest virus definitions (i.e. Symantec's IntelligentUpdater). Click on Symantec AntiVirus with LiveUpdate.

E-mail inres@yorku.ca with the following information to re-enable ResNet connection:

First Option

  1. Student ID number
  2. Building and room number
  3. Phone/Contact number
  4. The computer has been cleaned and disinfected.
  5. Up-to-date AntiVirus caught the following viruses ( X virus, Y virus, Z virus or send the virus scan report or screen shot).
  6. Operating system is updated with the latest critical patches.

OR

Second Option

  1. Student ID number
  2. Building and room number
  3. Phone/Contact number
  4. The computer has been formatted.
  5. Operating system is updated with the latest critical patches.
  6. Anti-Virus with latest definition update is installed.