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AnswerLive OneCare lack of detailed information about threats

  • Tuesday, October 27, 2009 2:43 AMVandemeer Users MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
     

    On Oct 23 Onecare reported that I had a trojandownloader on my machine.  It also then reported a trojan and requested removal which I granted.  Both these two files seemed to show up from no where and after I granted removal I can't find any kind of history to look up what trojan it was.  Tonight another trojan suddenly appeared out of the blue while the machine was unattended.  Again I granted removal and now I can't find any history log or anyway to tell where these are coming from.  I didn't write down the names of the trojans and I shouldn't have to.  They should be logged somewhere.  I did find the trojan downloader still in the quarantine.  I feel I can't trust OneCare to protect my computer if I don't even have basic information about the threats that suddenly appeared from no where.  There does't appear to be any way for me to determine how they could have found there way onto my machine.  I am seriously considering purchasing Symantec's latest product and uninstalling Onecare.  Are there threat history or log files available that might shed some light on my recent Onecare reported and supposedly removed threats? 

Answers

  • Tuesday, October 27, 2009 3:40 AMJimR1MVP, ModeratorUsers MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
     Answer
    You can view detail in a support log. To create a support log open One Care>Change Settings>Logging>Create Support Log. After the support log is created click the linknear the top of the page that says "Virus and Spyware Protection". Since it is difficult to tell if you were reinfected or the trojan regenerated due to incomplete remediation I suggest running a full scan. If the trojan appears again after completing the scan it is my opinion that One Care was not able to remediate the threat or was unable to identify it correctly so I would recommend contacting support for help. How to reach support - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90
    Jim - MVP Windows Live - Forum Moderator - Live One Care - Live Mesh - Microsoft Security Essentials

All Replies

  • Tuesday, October 27, 2009 3:40 AMJimR1MVP, ModeratorUsers MedalsUsers MedalsUsers MedalsUsers MedalsUsers Medals
     Answer
    You can view detail in a support log. To create a support log open One Care>Change Settings>Logging>Create Support Log. After the support log is created click the linknear the top of the page that says "Virus and Spyware Protection". Since it is difficult to tell if you were reinfected or the trojan regenerated due to incomplete remediation I suggest running a full scan. If the trojan appears again after completing the scan it is my opinion that One Care was not able to remediate the threat or was unable to identify it correctly so I would recommend contacting support for help. How to reach support - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90
    Jim - MVP Windows Live - Forum Moderator - Live One Care - Live Mesh - Microsoft Security Essentials