McAfee DR SOLOMON S ANTI-VIRUS 8.5 Service manual

Dr Solomon’s Anti-Virus
Administrator’s
Guide
Version 8.5

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Administrator’s Guide iii

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iv Dr Solomon’s Anti-Virus

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Administrator’s Guide v

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vi Dr Solomon’s Anti-Virus

Administrator’s Guide vii
Table of Contents
Preface.....................................................xi
Anti-virusprotectionasinformationsecurity .........................xi
Informationsecurityasabusinessnecessity ........................xiv
ActiveVirusDefensesecurityperimeters ............................xv
Dr Solomon’s anti-virus research . . . . . .............................xvii
HowtocontactNetworkAssociates...............................xviii
Customerservice..........................................xviii
Technical support ..........................................xix
Downloadsupport ...........................................xx
NetworkAssociatestraining...................................xx
Commentsandfeedback......................................xx
Reportingnewitemsforanti-virusdatafileupdates ...............xx
Internationalcontactinformation..............................xxii
Chapter 1. About Dr Solomon’sAnti-Virus .......................25
Introducing Dr Solomon’sAnti-Virus ................................25
How does Dr Solomon’sAnti-Viruswork?............................27
What comes with Dr Solomon’sAnti-Virus? ..........................29
What’snewinthisrelease?........................................33
Chapter 2. Installing Dr Solomon’sAnti-Virus ....................37
Beforeyoubegin.................................................37
Systemrequirements.........................................37
Installing Dr Solomon’sAnti-Virussoftwareonalocalcomputer.........38
Installationsteps ............................................38
Using the Emergency Disk Creation utility . . . . . . . . . ..............53
Determiningwhenyoumustrestartyourcomputer................58
Testingyourinstallation ..........................................59
Modifying or removing your local Dr Solomon’s Anti-Virus installation .
61
Installing Dr Solomon’s Anti-Virus software on other computers . . . . . . . . .63
UsingActiveDirectoryandGroupPolicies.......................63

Table of Contents
viii Dr Solomon’sAnti-Virus
Installing Dr Solomon’s Anti-Virus software using command-line options
64
UsingManagementEditionsoftware ............................72
Using ePolicy Orchestrator to deploy Dr Solomon’sAnti-Virussoftware
73
Installing via System Management Server . . . . . . . . . . ..............74
Installing via Tivoli IT Director . . . ..............................74
Installing via ZENworks . . . . . . . . . ..............................75
Exporting Dr Solomon’sAnti-Viruscustomsettings ...............75
Chapter 3. Removing Infections
FromYourSystem ....................................79
Ifyoususpectyouhaveavirus... ...................................79
Decidingwhentoscanforviruses ..................................82
Recognizing when you don’thaveavirus ............................83
Understandingfalsedetections ................................84
Responding to viruses or malicious software . . . . . . . . . . . ..............85
Submittingavirussample.........................................97
Using the SendVirus utility to submit a file sample . . ..............97
Capturing boot sector, file-infecting, and macro viruses . . . . . . . . . . .100
Chapter 4. Using Dr Solomon’sAnti-Virus ......................105
UsingtheWinGuardscanner......................................105
Using the Dr Solomon’sAnti-Virusapplication.......................105
Schedulingscantasks...........................................106
Usingspecializedscanningtools ..................................106
Chapter5. SendingAlertMessages............................107
Using the Alert Manager Client Configuration utility . . . . . .............107
Dr Solomon’sAnti-VirusasanAlertManagerClient ..................108
ConfiguringtheAlertManagerClientutility..........................108
Chapter 6. Updating and Upgrading Dr Solomon’sAnti-Virus ......113
Developinganupdatingstrategy ..................................113
Update and upgrade methods . . . . . . . . .............................114
Understanding the AutoUpdate utility . .............................116

Administrator’s Guide ix
Table of Contents
ConfiguringtheAutoUpdateUtility.................................118
UnderstandingtheAutoUpgradeutility .............................127
Configuring the AutoUpgrade utility . . . .............................128
Using the AutoUpgrade and SuperDAT utilities together . . . . . . . . . .137
DeployinganEXTRA.DATfile.................................139
Appendix A. Using Dr Solomon’s Anti-Virus Administrative Utilities 141
Understanding the Dr Solomon’sAnti-Viruscontrolpanel .............141
Opening the Dr Solomon’sAnti-Viruscontrolpanel...................141
Choosing Dr Solomon’sAnti-Viruscontrolpaneloptions ..............142
AppendixB. InstalledFiles ...................................147
What’sinthisappendix? .........................................147
WinGuardscanner ..........................................147
Dependent and related files for the Dr Solomon’s Anti-Virus application
153
AlertManager ..............................................156
Dr Solomon’sAnti-Viruscontrolpanelfiles .....................157
ScreenScan................................................158
Dr Solomon’sAnti-VirusEmergencyDiskfiles...................160
Dependent and related files for the E-Mail Scan extension . . . . . . . . .162
Appendix C. Using Dr Solomon’s Anti-Virus Command-line Options 167
Adding advanced Dr Solomon’sAnti-Virusengineoptions.............167
Running the Dr Solomon’s Anti-Virus Command Line program . . . . . . . . .167
Running the on-demand scanner with command-line arguments . . . . . . . .177
Appendix D. Using the SecureCast Service to Get New Data Files . .185
Introducing the SecureCast service . . . .............................185
Why should I update my data files? . . . .............................186
WhichdatafilesdoestheSecureCastservicedeliver? ............186
Installing the BackWeb client and SecureCast service . . . . .............187
Systemrequirements........................................187
Troubleshooting the Enterprise SecureCast service . .............197
UnsubscribingfromtheSecureCastservice.....................197
Supportresources ..............................................197

Table of Contents
x Dr Solomon’sAnti-Virus
SecureCastservice .........................................197
BackWebclient.............................................198
Appendix E. Network Associates
Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .199
Adding value to your Dr Solomon’sproduct .........................199
PrimeSupport options for corporate customers . . . . . .............199
Ordering a corporate PrimeSupport plan . . . . . . . . . . .............202
PrimeSupport options for home users . .............................204
How to reach international home user support . . . . . . .............206
Ordering a PrimeSupport plan for home users . . . . . . .............206
NetworkAssociatesconsultingandtraining.........................207
ProfessionalServices .......................................207
TotalEducationServices.....................................208
Appendix F. Understanding iDAT Technology . . . . . . . . . . . . . . . . . . .209
Understandingincremental.DATfiles ..............................209
How does iDAT updating work? . . . . . . .............................210
What does Dr Solomon’sposteachweek?......................211
Bestpractices ..................................................212
Frequentlyaskedquestions ......................................213
Index......................................................217

Administrator’s Guide xi
Preface
Anti-virus protection as information security
“The world changed [on March26, 1999]—does anyone doubt that? The world
is different. Melissa proved that ... and we are very fortunate ... the world
could have gone very close to meltdown.”
—Padgett Peterson, Chief Info Security Architect, Lockheed Martin Corporation,
on the 1999 “Melissa” virus epidemic
Bytheendofthe1990s,manyinformationtechnologyprofessionalshad
begun to recognize that they could not easily separate how they needed to
respond to new virus threats from how they already dealt with deliberate
network security breaches. Dorothy Denning, co-editor of the 1998 computer
security handbook Internet Besieged: Countering Cyberspace Scofflaws, explicitly
grouped anti-virus security measures in with other network security
measures, classifying them as a defense against malicious “injected code.”
Denning justified her inclusive grouping on based on her definition of
information security as “the effective use of safeguards to protect the
confidentiality, integrity, authenticity, availability, and non-repudiation of
information and information processing systems.” Virus payloads had always
threatened or damaged data integrity, but by the time she wrote her survey
article, newer viruses had already begun to mount sophisticated attacks that
struck at the remaining underpinnings of information security. Denning’s
classification recognized that newer viruses no longer merely annoyed system
administrators or posed a relatively low-grade threat; they had in fact
graduated to become a serious hazard.
Though not targeted with as much precision as an unauthorized network
intrusion, virus attacks had begun to take on the color of deliberate
information warfare. Consider these examples, many of which introduced
quickly-copied innovations to the virus writer’s repertoire:
• W32/CIH.Spacefiller destroyed the flash BIOS in workstations it infected,
effectively preventing them from booting. It also overwrote parts of the
infected hard disk with garbage data.
• XM/Compat.A rewrotethe datainsideMicrosoft Excel spreadsheetfiles.It
used advanced polymorphic concealment techniques, which meant that
with each infection it changed the signature bytes that indicated its
presence and allowed anti-virus scanners to find it.

Preface
xii Dr Solomon’sAnti-Virus
• W32/Ska, though technically a worm, replaced the infected computer’s
WinSock file so that it could attach itself to outgoing Simple Mail Transfer
Protocol (SMTP) messages and postings to USENET news groups. This
strategy made it commonplace in many areas.
• Remote Explorer stole the security privileges of a Windows NT domain
administrator and used them to install itself as a Windows NT Service. It
also deposited copies of itself in the Windows NT driver directory and
carried with it a supporting Dynamic Link Library (.DLL) file that allowed
it to randomly encrypt data files. Because it appeared almost exclusively at
one corporate site, security experts speculated that it was a deliberate,
targeted attack on the unfortunate company’s network integrity.
• Back Orifice, the product of a group calling itself the Cult of the Dead Cow,
purported to give the owner of the client portion of the Back Orifice
application complete remote access to any Windows 95 or Windows 98
workstation that runs the concealed companion server. That access—from
anywhere on the Internet—allowed the client to capture keystrokes; open,
copy, delete, or run files; transmit screen captures; and restart, crash, or
shut down the infected computer. To add insult to injury, early Back
Orifice releases on CD-ROM carried a W32/CIH.Spacefiller infection.
Throughout much of 1999, virus and worm attacks suddenly stepped up in
intensity and in the public eye. Part of the reason for this, of course, is that
many of the more notorious viruses and worms took full advantage of the
Internet, beginning a long-predicted assault by flooding e-mail transmissions,
websites, newsgroups and other available channels at an almost exponential
rate of growth. They now bullied their way into network environments,
spreading quickly and leaving a costly trail of havoc behind them.
W97M/Melissa, the “Melissa” virus, jolted most corporate information
technology departments out of whatever remaining complacency they had
held onto in the face of the newer virus strains. Melissa brought corporate
e-mail servers down across the United States and elsewhere when it struck in
March 1999. Melissa instructed e-mail client programs to send out infected
e-mail messages to the first 50 entries in each target computer’s address book.
This transformed a simple macro virus infection with no real payload into an
effective denial-of-service attack on mail servers.
Melissa’s other principle innovation was its direct attempt to play on end-user
psychology: it forged an e-mail message from a sender the recipient knew, and
sent it with a subject line that urged that recipient to open both the message
and the attached file. In this way, Melissa almost made the need for viral code
to spread itself obsolete—end users themselves cooperated in its propagation,
and their own computers blindly participated.

Administrator’s Guide xiii
Preface
A rash of Melissa variants and copycats appeared soon after. Some, such as
W97M/Prilissa, included destructive payloads. Later the same year, a number
of new viruses and worms either demonstrated novel or unexpected ways to
get into networks and compromise information security, or actually
perpetuated attacks. Examples included:
• W32/ExploreZip.worm and its variants, which used some of Melissa’s
techniques to spread, initially through e-mail. After it successfully infected
a host machine, ExploreZip searched for unsecured network shares and
quietly copied itself throughouta network. It carried a destructive payload
that erased various Windows system files and Microsoft Officedocuments,
replacing them with an unrecoverable zero-byte-length files.
• W32/Pretty.worm, which did Melissa one better by sending itself to every
entry in the infected computer’s MAPI address book. It also connected to
an Internet Relay Chat (IRC) server, joined a particular IRC channel, then
opened a path to receive commands via the IRC connection. This
potentially allowed those on the channel to siphon information from the
infected computer, including the computer name and owner’s name, his or
her dial-up networking user name and password, and the path to the
system root directory.
• W32/FunLove.4099, which infected ActiveX .OCX files, among others.
This meant thatit could lurk on web pages with ActiveX content, and infect
systems with low or nonexistent browser security settings as they
downloaded pages to their hard disks. If a Windows NT computer user
had logged into a system with administrative rights, the infecting virus
would patch two critical system files that gave all users on the network
—including the virus—administrative rights to all files on the target
computer. It spread further within the network by attaching itself to files
with the extensions .SCR, .OCX, and .EXE.
• VBS/Bubbleboy, a proof-of-concept demonstration that showed that a
virus could infect target computers directly from e-mail messages
themselves, without needing to propagate through message attachments.
It effectively circumvented desktop anti-virus protection altogether, at
least initially. Its combination of HTML and VBScript exploited existing
vulnerabilitiesin Internet-enabledmail systems;itsauthorplayeduponthe
same end-user psychology that made Melissa successful.
The other remarkable development in the year was the degree to which virus
writers copied, fused, and extended each others’ techniques. This cross-
pollination had always occurred previously, but the speed at which it took
placeandtheincreasingsophisticationof thetoolsandtechniquesthatbecame
available during this period prepared very fertile ground for a nervously
awaited bumper crop of intricate viruses.

Preface
xiv Dr Solomon’sAnti-Virus
Information security as a business necessity
Coincidentally or not, these darkly inventive new virus attacks and speedy
propagation methods appeared as more businesses made the transition to
Internet-based information systems and electronic commerce operations. The
convenience and efficiency that the Internet brought to business saved money
and increased profits. This probably also made these same businesses
attractive targets for pranksters, the hacker underground, and those intent on
striking at their favored targets.
Previously, the chief costs from a virus attack were the time and money it took
to combat an infection and restore computer systems to working order. To
those costs the new types of virus attacks now added the costs of lost
productivity, network and server downtime, service denials for e-mail and
other critical business tools, exposure—and perhaps widespread distribution
—of confidential information, and other ills.
Ultimately, the qualifying differences between a hacker-directed security
breach in a network and a security breach that results from a virus attack
might become merely ones of intent and method, not results. Already new
attacks have shaken the foundations of Net-enabled businesses, many of
which require 24-hour availability for networks and e-mail, high data
integrity, confidential customer lists, secure credit card data and purchase
verification, reliable communications, and hundreds of other computer-aided
transactional details. The costs from these virus attacks in the digital economy
now cut directly into the bottom line.
Because they do, protecting that bottom line means implementing a total
solution for information and network security—one that includes
comprehensive anti-virus protection. It’s not enough to rely only on
desktop-basedanti-virusprotection,oronhaphazardoradhocsecurity
measures. The best defense requires sealing all potential points by which
viruses can enter or attack your network, from the firewall and gateway down
to the individual workstation, and keeping the anti-virus sentries at those
points updated and current.
Part of the solution is deploying the Dr Solomon’s Active Virus Defense*
software suite, which provides a comprehensive, multi-platform series of
defensive perimeters for your network. You can also build on that security
with the Dr Solomon’s Active Security suite, which allows you to monitor
your network against intrusions, watch actual network packet traffic, and
encrypt e-mail and network transmissions. But even with anti-virus and
security software installed, new and previously unidentified viruses will
inevitably find their way into your network. That’s where the other part of the
equation comes in: a thorough, easy-to-follow anti-virus security policy and
set of practices for your enterprise—in the last analysis, only that can help to
stop a virus attack before it becomes a virus epidemic.

Administrator’s Guide xv
Preface
Active Virus Defense security perimeters
The Dr Solomon’s Active Virus Defense product suite exists for one simple
reason: there is no such thing as too much anti-virus protection for the
modern, automated enterprise. Although at first glance it might seem
needlessly redundant to protect all of your desktop computers, file and
network servers, gateways, e-mail servers and firewalls, each of these network
nodes serves a different function in yournetwork, and has different duties. An
anti-virus scanner designed to keep a production workstation virus-free, for
example, can’t intercept viruses that flood e-mail servers and effectively deny
their services. Nor would you want to make a file server responsible for
continuously scanning its client workstations—the cost in network bandwidth
would be too high.
More to the point, each node’s specialized functions mean that viruses infect
them in different ways that, in turn, call for optimized anti-virus solutions.
Viruses and other malicious code can enter your network from a variety of
sources—floppy disks and CD-ROMs, e-mail attachments, downloaded files,
and Internet sites, for example. These unpredictable points of entry mean that
infecting agents can slip through the chinks in incomplete anti-virus armor.
Desktop workstations, for example, can spread viruses by any of a variety of
means—via floppy disks, by downloading them from the Internet, by
mapping server shares or other workstations’ hard disks. E-mail servers, by
contrast, rarely use floppy disks and tend not to use mapped drives—the
Melissa virusshowed, however, that they are quitevulnerable to e-mail–borne
infections, even if they don’t execute the virus code themselves.
At the desktop: Dr Solomon’sAnti-Virus
The Dr Solomon’s Active Virus Defense product suite matches each point of
vulnerability with a specialized, and optimized, anti-virus application. At the
desktop level, the cornerstone of the suite is the Dr Solomon’s Anti-Virus
anti-virus product. Dr Solomon’s Anti-Virus protects some of your most
vulnerable virus entry points with an interlocking set of scanners, utilities, and
support files that allow it to cover:
• Localharddisks,floppydisks,CD-ROMs,andotherremovablemedia.The
WinGuard scanner resides in memory, waiting for local file access of any
sort. As soon as one of your network users opens, runs, copies, saves,
renames, or sets attributes for any file on their system—even from mapped
network drives—the WinGuard scanner examines it for infections.
You can supplement this continuous protection with scan operations you
configure and schedule for your own needs. Comprehensive security
options let you protect individual options with a password, or run the
entire application in secure mode to lock out all unauthorized access.

Preface
xvi Dr Solomon’sAnti-Virus
• System memory, boot sectors, and master boot records. You can configure
regularly scheduled scan operations that examine these favorite virus
hideouts, or set up periodic operations whenever a threat seems likely.
• Microsoft Exchange mailboxes. Dr Solomon’s Anti-Virus includes a
specialized E-Mail Scan extension that assumes your network user’s
Microsoft Exchange or Outlook identity to scan his or her mailbox
directly—before viruses get downloaded to the local workstation. This can
prevent some Melissa-style infections and avoid infections from the next
generation of VBS/Bubbleboy descendants.
• Internet mail and file downloads. The WinGuard scanner includes two
modules that specialize in intercepting SMTP and POP-3 e-mail messages,
and that can examine files your network users download from Internet
sites. The E-Mail Scan and Download Scan modules work together to scan
the stream of file traffic that most workstations generate and receive daily.
• Hostile code. The Olympus scan engine at the heart of Dr Solomon’s
Anti-Virus routinely looks for suspicious script code, macro code, known
Trojan horse programs—even virus jokes or hoaxes. With the help of the
WinGuard Internet Filter module, it also blocks hostile ActiveX and Java
objects, many of which can lurk unnoticed on websites, waiting to deploy
sophisticated virus-like payloads. The Internet Filter module can even
block entire websites, preventing network users from visiting sites that
pose a threat to network integrity.
Dr Solomon’s Anti-Virus ties these powerful scanning capabilities together
with a powerful set of alerting, updating, and management tools. These
include:
• Alert Manager client configuration. Dr Solomon’s Anti-Virus includes a
client configuration utility you can use to have it pass alert messages
directly to Alert Manager servers on your network, to a Centralized
Alerting share, or to a Desktop Management Interface administrative
application. Other alert methods include local custom messages and beeps,
detection alerts and response options, and e-mail alert messages.
• Next-generation AutoUpdateandAutoUpgradeutilities.AutoUpdatev4.5
features complete and transparent support for new incremental .DAT file
updates, which save you time and network bandwidth by adding only
virus definitions you don’t already have installed on your system. The new
AutoUpgrade version includes support for v1.2 of the Dr Solomon’s
SuperDAT utility, which you can use to update the Olympus scan engine
and its support files.

Administrator’s Guide xvii
Preface
• Integration withDrSolomon’sePolicy Orchestrator managementsoftware.
Centralized anti-virus management takes a quantum leap forward with
this highly scalable management tool. Dr Solomon’s Anti-Virus ships with
a plug-in library file that works with the ePolicy Orchestrator server to
enforce enterprise-wide network security policies.
You can use ePolicy Orchestrator to configure, update, distribute and
manage Dr Solomon’s Anti-Virus installations at the group, workstation or
user level. Schedule and run scan tasks, change configurations, update
.DAT and engine files—all from a central console.
Taken together, the Active Virus Defense suite forms a tight series of anti-virus
security perimeters around your network that protect you against both
external and internal sources of infection. Those perimeters, correctly
configured and implemented in conjunction with a clear enterprise-wide
anti-virus security policy, do indeed offer useful redundancy, but their chief
benefit lies in their ability to stop viruses as they enter your network, without
your having to await a tardy or accidental discovery. Early detection contains
infections, saves on the costs of virus eradication, and in many cases can
prevent a destructive virus payload from triggering.
Dr Solomon’s anti-virus research
Even the best anti-virus software is only as good as its latest update. Because
as many as 200 to 300 viruses and variants appear each month, the .DAT files
that enable Dr Solomon’s software to detect and remove viruses can get
quickly outdated. If you have not updated the files that originally came with
your software, you could risk infection from newly emerging viruses. Dr
Solomon’s has, however, assembled the world’s largest and most experienced
anti-virus research staff in its Anti-Virus Emergency Response Team
(AVERT)*. This premier anti-virus research organization has a worldwide
reach and a “follow the sun” coverage policy, that ensures that you get the files
you need to combat new viruses as soon as—and often before—you need
them. You can take advantage of many of the direct products of this research
by visiting the AVERT research site on the Network Associates website:
http://www.nai.com/asp_set/anti_virus/introduction/default.asp
ContactyourDrSolomon’srepresentative,orvisittheDrSolomon’swebsite,
to find out how to enlist the power of the Active Virus Defense security
solution on your side:
http://www.mcafeeb2b.com/

Preface
xviii Dr Solomon’sAnti-Virus
How to contact Network Associates
Customer service
On December 1, 1997, McAfee Associates merged with Network General
Corporation, Pretty Good Privacy, Inc., and Helix Software, Inc. to form
Network Associates, Inc. The combined Company subsequently acquired Dr
Solomon's Software, Trusted Information Systems, Magic Solutions, and
CyberMedia, Inc.
A January 2000 company reorganization formed four independent business
units, each concerned with a particular product line. These are:
•Magic Solutions. This division supplies the Total Service desk product line
and related products
•McAfee and Dr Solomon’s Software. These divisions provide the Active
Virus Defense product suite and related anti-virus software solutions to
corporate and retail customers.
•PGP Security. This division provides award-winning encryption and
security solutions, including the PGP data security and encryption product
line, the Gauntlet firewall product line, the WebShield E-ppliance
hardware line, and the CyberCop Scanner and Monitor product series.
•Sniffer Technologies. This division supplies the industry-leading Sniffer
network monitoring, reporting, and analysis utility and related software.
Network Associates continues to market and support the product lines from
each of the new independent business units. You may direct all questions,
comments, or requests concerning the software you purchased, your
registration status, or similar issues to the Network Associates Customer
Servicedepartmentatthefollowingaddress:
Network Associates Customer Service
4099 McEwan, Suite 500
Dallas, Texas 75244
U.S.A.
The department's hours of operation are 8:00 a.m. and 8:00 p.m. Central Time,
Monday through Friday
Other contact information for corporate-licensed customers:
Phone: [phone]
Fax: [phone] (24-hour, Group III fax)
E-Mail: [e-mail]
Web: http://www.nai.com

Administrator’s Guide xix
Preface
Other contact information for retail-licensed customers:
Phone: [phone]
Fax: [phone] (24-hour, Group III fax)
E-Mail: [e-mail]
Web: http://www.mcafee.com/
Technical support
Dr Solomon’s and Network Associates are famous for their dedication to
customersatisfaction. The companies have continued this tradition by making
their sites on the World Wide Web valuable resources for answers to technical
support issues. Dr Solomon’s encourages you to make this your first stop for
answers to frequently asked questions, for updates to Dr Solomon’s and
Network Associates software, and for access to news and virus information.
Ifyoudonotfindwhatyouneedordonothavewebaccess,tryoneofour
automated services.
If the automated services do not have the answers you need, contact Network
Associates at one of the following numbers Monday through Friday between
8:00 A.M.and8:00P.M. Central time to find out about Network Associates
technical support plans.
For corporate-licensed customers:
For retail-licensed customers:
This guide includes a summary of the PrimeSupport plans available to Dr
Solomon’s customers. To learn more about plan features and other details, see
Appendix E, “Network Associates Support Services.”
World Wide Web http://www.nai.com/asp_set/services/technical_support
/tech_intro.asp
Internet [e-mail]
CompuServe GO NAI
America Online keyword MCAFEE
Phone [phone]
Fax [phone]
Phone [phone]
Fax [phone]

Preface
xx Dr Solomon’sAnti-Virus
To provide the answers you need quickly and efficiently, the Network
Associates technical support staff needs some information about your
computer and your software. Please include this information in your
correspondence:
• Product name and version number
• Computer brand and model
• Any additional hardware or peripherals connected to your computer
• Operating system type and version numbers
• Network type and version, if applicable
• Contents of your AUTOEXEC.BAT, CONFIG.SYS, and system LOGIN
script
• Specific steps to reproduce the problem
Download support
To get help with navigating or downloading files from the Network Associates
or Dr Solomon’s websites or FTP sites, call:
Network Associates training
For information about scheduling on-site training for any Dr Solomon’s or
Network Associates product, call Network Associates Customer Service at:
[phone].
Comments and feedback
Dr Solomon’s Software appreciates your comments and reserves the right to
use any information you supply in any way it believes appropriate without
incurring any obligation whatsoever.
Reporting new items for anti-virus data file updates
DrSolomon’santi-virussoftwareoffersyouthebestavailabledetectionand
removal capabilities, including advanced heuristic scanning that can detect
new and unnamed viruses as they emerge. Occasionally, however, an entirely
new type of virus that is not a variation on an older type can appear on your
system and escape detection.
Corporate customers [phone]
Retail customers [phone]