McAfee AVDCDE-AA-AA User Guide - Page 64

Removing Infections From Your System Understanding false detections A false detection occurs when VirusScan software sends a virus alert message or makes a log file entry that identifies a virus where none actually exists. You are more likely to see false detections if you have anti-virus software from more than one vendor installed on your computer, because some anti-virus software stores the code signatures it uses for detection unprotected in memory. The safest course to take when you see an alert message or log entry is to treat it as a genuine virus threat, and to take the appropriate steps to remove the virus from your system. If, however, you believe that a VirusScan component has generated a false detection-it has, for example, flagged as infected a file that you have used safely for years-verify that you are not seeing one of these situations before you call Network Associates technical support: • You have more than one anti-virus program running. If so, VirusScan components might detect unprotected code signatures that another program uses and report them as viruses. To avoid this problem, configure your computer to run only one anti-virus program, then shut the computer down and turn off the power. Wait a few seconds before you start the computer again so that the system can clear the other program's code signature strings from memory. • You have a BIOS chip with anti-virus features. Some BIOS chips provide anti-virus features that can trigger false detections when VirusScan software runs. Consult the user's guide for your computer to learn about how its anti-virus features work and how to disable them if necessary. • You have an older Hewlett-Packard or Zenith PC. Some older models from these manufacturers modify the boot sectors on their hard disks each time they start up. VirusScan components might detect these modifications as viruses, when they are not. Consult the user's guide for your computer to learn whether it uses self-modifying boot code. To solve the problem, use the VirusScan Command Line scanner to add validation information to the startup files themselves. This method does not save information about the boot sector or the master boot record. • You have copy-protected software. Depending on the type of copy protection used, VirusScan components might detect a virus in the boot sector or the master boot record on some floppy disks or other media. If none of these situations apply, contact Network Associates technical support or send e-mail to [email protected] with a detailed explanation of the problem you encountered. 64 McAfee VirusScan Anti-Virus Software