Norton Internet Security / Norton AntiVirus

[mickledore]

Hi there,

I've just run my weekly antivirus scan and been told that Trojan.gen known as label_parcel.exe exists. The automatic removal has failed, and I've been told to remove it manually. When I try to do this that also fails. I presume Norton knows about this, as it has been identified, but why won't it remove it, and what do I do now?

[SendOfJive Norton Fighter]

Hi mickledore,

It sounds like this is an attachment in one of the email messages that you have received.  Assuming that you have not opened the attachment, your PC would not be infected.  If you know or can determine which stored message contains the file, carefully delete the message from your Inbox (or whatever folder holds it), empty the Trash folder and compact all folders (this last step is critical to physically remove the message).  Rescan to see if the file is still being detected.  Whatever you do, don't open the attachment.

A number of email clients store messages in a folder as a single file.  In these situations, antivirus programs are usually unable to remove a malicious attachment without quarantining or possibly corrupting the entire mail folder.

[mickledore]

Thank you. I suspect it was in an e-mail I was sent. Trouble is I was expecting a parcel at that time, so I certainly read the mail. Can't remember if I opened an attachment though. An easy trap to fall into. I'll have a looksee at what you suggest. I have done a second Full System Scan, and it isn't showing now, but this "full" scan has only gone through half the files it normally does on my weekly full scans.

[peterweb Worm Eliminator]

Try running your full scan in Safe Mode. That way any malware should not load and try to protect itself.

You mentioned you tried to remove it yourself. If it is still there after the scan in Safe Mode, continue in Safe Mode to try to remove it.