Virus and Malware Removal
TechCenter Help Desk
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If your computer has been infected by a virus or other malware and has been removed from the network, you will need to follow these steps:
- Remove the compromised computer from the network (shut off and/or unplug) as soon as notified.
- Resolve the problem according to recommendations for University computers or Personal computers.
- Reset your passwords.
- To get back on the network, notify ITSS that the computer is ready to be put back on the network, then re-register or authenticate as needed.
Bring your computer to the ITSS TechCenter, KPlz 165, for further diagnosis, or consult with your unit's technology personnel.
The ITSS recommendation for University computers is to reinstall the operating system. This is the surest method to protect University data and resources. See Operating System Packages for options and pricing.
- Priority is given to University computers.
- Loaner laptops are available for faculty and staff while your computer is in for repair.
If your personal computer is infected and removed from the network, you have several options:
- Bring your computer to the ITSS TechCenter (KPlz 165) for further diagnosis. Select one of these options:
- Virus/Malware Scan (self-service): No Charge
- We provide security tools on a jump drive and basic instructions that you may use while at the TechCenter. Please note that while the scans are very comprehensive, this process is not guaranteed to rid your computer of malware.
- Virus/Malware Scan + Security Assessment (check-in) [ Rates ]
- Check your computer in and ITSS staff will run a set of malware scans using a variety of current tools, then apply all security updates for the operating system and applications. Please note that while the scans are very comprehensive, this process is not guaranteed to rid your computer of malware.
- Operating System Reinstall (Check-in) [ Rates ]
- ITSS staff will reinstall the OS, with optional data backup. You will need your Windows Operating System CDs and/or product code for this option.
- Fix it yourself by reinstalling the operating system. Most computer manufacturers provide a recovery CD or partition. Be sure to back up any data files before you begin. We also have a short list of Malware and Spyware Removal Tools you may wish to try.
- Bring it to a third party computer service provider for repair or OS reinstall.
Reset Your Passwords
As a precaution, you should reset all passwords you used on the compromised computer (email, banking, credit card, etc.). Do this immediately from a different computer (not the infected computer).
Getting Back on the Network
Once your computer is virus-free, update the RT ticket in the email sent to you. You will then need to re-register your computer on the network as follows:
- For ResNet access:
- Re-register your computer at: https://netreg.d.umn.edu/registerterms.html
- For faculty/staff wired connections:
- Re-register your computer at https://netreg-camp.d.umn.edu/registeraccept.html
- For wireless access:
- Open a web browser and authenticate as usual.
- For vpn or modem access:
- Open the client and authenticate as usual.