IT Queries: Computer problems answered

I have Norton 360 V.3 on my PC running on Windows XP.

For the last month the Norton 360 Live Updates have not been working. I’ve contacted the Norton people and had them manually updated but this hasn’t fixed the problem as the automatic update still doesn’t work.  They uninstalled and reinstalled the programme twice but this made no difference.

They’ve now told me that I have a ctfmon.exe virus which will have to be fixed by Microsoft.  How can I have a virus when I have Norton 360 running all the time and how do I have it fixed?

First the ctfmon.exe file may not be a virus. This is a normal Microsoft Office file, so you shouldn’t assume you have an infection.

The first thing is to check you don’t have a virus and you should do this by following the instructions in our removing a Trojan page.

Once you’re happy you’ve cleared any possible virus infection, you’ll need to clean up your computer.

The next step is to update your Windows Scripting Host as Norton 360 relies on this to work properly.

With your computer now cleaned and up to date, download the latest Norton 360 update and install this.

After rebooting, check Norton 360 is updating. If not, follow the Troubleshooting Live Update instructions on the Symantec website.

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