Viruses - What You Should Do As An Operator

DocumentID: 633493
Revision Date: 29-Feb-96 3:03:17 PM

The information in this document applies to:
WordPerfect® 5.1 for DOS

Problem

Symptoms: How is an operator to know if a problem in WP is being caused by a virus? Are there certain symptoms to look for? Solutions: Operators should not speculate with customers about the presence of a virus. In fact, the word virus should not be mentioned by an operator to a customer. 1. An operator should follow standard troubleshooting procedures. A step could be to ask customers to send in "problem files" on a disk. Only when WPCorp has the disk should a determination be made that a virus may be the culprit. 2. Not all viruses will change the size of or affect executable files (.EXE, .COM). The activities of viruses are diverse and unpredictable, often mimicking common hardware problems. Normal troubleshooting steps should be followed. If a disk is sent in, and the disk contains a virus, Problem Resolution will work with the customer on the virus. 3. Due to the reasons stated in #2 above, a troubleshooting guide for viruses will NOT be placed in Folio. Such information could allow operators to overlook simple, easily solved DOS problems.

Answer:

Details:

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