Q Your solution for removing the Google Redirect Virus from my computer (see tinyurl.com/3e9vx5v) doesn't work on my PC. I downloaded the Symantec removal tool to my desktop; when I click on the icon I get a message asking me to press "proceed" so the computer can restart. When the PC boots up, a message says, "no problems found" but the Redirect Virus remains. I'm not sure the software is working because I'm never asked to start a scan. What should I do?
CHRISTIAN TOTO, DENVER
A Symantec says that, under certain conditions, computers can almost immediately become reinfected with the Google Redirect Virus, which Symantec calls "Backdoor.tidserv." The company offers tips for dealing with that problem at tinyurl.com/3oycemn.
Among other things, they suggest running an antivirus scan in Windows "Safe Mode" (in which only essential programs are allowed to run.) After that, they recommend running the virus removal program both with and without your Internet connection plugged in. That will determine whether your computer is being reinfected from outside, or whether the infection is hiding on your computer inside programs that have known security vulnerabilities -- but for which there are now immunizing updates.
For everyone else who's had the Google Redirect virus , here's what you should do: Download the free Symantec virus removal tool at tinyurl.com/2dmtozz. Once you click on the downloaded software, you'll be prompted to close all programs before clicking again to restart your PC. A scan should start automatically after your PC is rebooted. I got a box in the center of the screen that said TDSS Fix Tool 2.1.3; it had a "progress bar" that showed the names of the files being scanned. When the virus is found, it will be removed.
Q I had a music file in my Windows downloads folder, but I later moved the file to another folder where I keep other music. The music plays fine from its new location, but there is now a blank icon in the downloads folder where the music file used to be. When I try to delete this icon, which contains zero bytes of data, I get a message that says "Could not find this item." How can I delete this icon?
MARC MAGELLAN, MIAMI, FLA.
A Your PC is confused because it can't find the file it wants to delete. So let's give it the file that it wants. Go to the folder where you keep the music file now, define and copy the music file, then paste a copy into the downloads folder. Now delete the music file from your downloads folder. The blank icon should disappear, while your music remains safe in the folder to which you moved it.
