What should I do now that my computer has a virus?
Any computer brought to Netsmith with a virus infection will be diagnosed for repair, replacement, or reinstallation options.
- Option 1 – Repair
- If Netsmith feels that the virus infection can be removed with existing software or removal utilities at its disposal, this course of action will be recommended. Repair option includes such actions such as running a Windows “repair install” on the computer, replacing infected files with clean copies, running scanning and removal utilities sanctioned by Netsmith, upgrading the antivirus software on the computer and attempting removal directly using the built-in scan functions.
- This option works for most computers, but there is no guarantee that there will not be an occurrence of re-infection depending on the severity of the problem.
- Option 2 – System Wipe and Reinstallation of Windows
- If Netsmith feels that the virus infection cannot be reasonably removed without damage to the system or that re-infection is likely, then a System Wipe and Reinstall will be recommended.
- Doing a system wipe and reinstallation means that the hard drive will be formatted and will erase all files and folders on the system therefore wiping out the virus infection.
- The Customer will be responsible for supplying a valid Windows license so that Netsmith can perform a “clean install” of the Windows operating system designed for that computer.
- System drivers will be reloaded via direct download from the manufacturer’s website or by Customer supplied disk.
- The Customer is responsible for reinstalling all other 3rd party applications after the operating system is reinstalled. Netsmith can aid in the process, but it may result in additional billing for the work provided to reinstall the applications. All disks and licenses required for 3rd party software must be supplied to Netsmith.
- Netsmith will save the user profile data that exists on the computer at the time it is submitted to Netsmith on a backup drive and re-deploy to the clean system after reinstall is complete.
- The Customer is responsible for clearly identifying all critical data that Netsmith must save and re-deploy to the system. Netsmith is not responsible for lost data due to Customer negligence, hidden folders, data in programs not disclosed to Netsmith, or files not stored in the default directories of the user profile.
- Netsmith is not able to retrieve passwords saved for websites or hidden in the system registry. Netsmith is not able to retrieve software license keys, they must be provided by the customer.
- Option 3 – Replacement
- Should the customer opt to replace the computer rather than fix the existing one, Netsmith can provide assistance in data transfer from the old computer to the new one. If this option is selected the Customer is only responsible for the diagnosis fee of the old computer. Netsmith can quote the cost of the data transfer service separately from the virus problem originally reported. All disks for software to be installed by Netsmith on the new computer must be provided to Netsmith and be fully licensed and compatible with the new computer’s operating system.
Netsmith strongly recommends the installation of Antivirus software on every Windows computer. If an infected computer is submitted to Netsmith without any virus protection or with out-of-date subscription, Netsmith recommends installing a reputable Antivirus protection suite after the initial infection is removed. If new software is required, Netsmith recommends and can directly sell the Customer a fully licensed copy of AVG Antivirus software and install it on behalf of the Customer.
Protection Assurance
Netsmith cannot guarantee that your system will not get infected again just by using antivirus software. Antivirus software is like an insurance policy, and will protect against most threats. However it is by no means a guarantee that you will not be infected at a future date.
Netsmith highly recommends having regular backups of your data or redundant hardware and software installation disks should your system fail for any reason.