Solution:
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Starting a machine into the mode Safe
Mode with Command Prompt may prove to be more successful when removing an
infectious threat since the explorer.exe process does not run in this mode.
For Symantec Endpoint Protection:
- Isolate (disconnect) all
affected machines from the network
- Restart these machines into
Safe Mode with Command Prompt. Immediately press F8 prior to the
operating system load screen. This will display a startup menu with an
option for Safe Mode with Command Prompt. Select this option.
- After the computer has loaded
into this mode, close the Command Prompt window that appears
- Press CTRL+ALT+DEL to bring
up task manager
- Click File > New Task
(Run...)
- Browse to the install
directory for Symantec Endpoint Protection. By default, this is C:\program
files\symantec\symantec endpoint protection\
- Select SymCorpUI.EXE
and click Open
- In the Create New Task
window, click OK to run the application. This will open Symantec
Endpoint Protection
- On the left-hand side, click
Scan For Threats.
- Click Run Full Scan. This
will start the scanning process immediately.
Note: Upon
running SymCorpUI.EXE, a window may appear with the following message:
"It appears that the Symantec Management Client service is not running.
You will not be able to manage network protection settings through the main
user interface until it is running. Do you want to start the service
now?" Click No to this message
For Symantec AntiVirus:
- Isolate (disconnect) all
affected machines from the network
- Restart these machines into
Safe Mode with Command Prompt. Immediately press F8 prior to the
operating system load screen. This will display a startup menu with an
option for Safe Mode with Command Prompt. Select this option.
- After the computer has loaded
into this mode, close the Command Prompt window that appears
- Press CTRL+ALT+DEL to bring
up task manager
- Click File > New Task
(Run...)
- Browse to the install
directory for Symantec AntiVirus (C:\Program Files\Symantec AntiVirus by
default)
- Select VPC32.exe and
click Open
- In the Create New Task
window, click OK to run the application. This will open Symantec
AntiVirus
- Click the Scan menu and
select Full Scan
- Click Scan at the
bottom-right corner.
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