Knowledgebase: FAQ - Frequently Asked Questions
Another AV Program Detects Viruses that StopSign Doesn't
Posted by _Liz G., Last modified by _Rob J on 13 March 2013 05:14 PM
There are a couple of reasons other anti-virus programs may detect a virus that StopSign appears to ignore:|
- Many programs will "mark" a file as a virus, and in doing so, they either rename or "protect" the file in a way that other programs don't recognize it. This is common when a program quarantines a file. Also, other AV programs may detect fragments of files or viruses that have previously been removed.
- Another possibility is that the other AV program may be marking StopSign's cleaner files as viruses. This may render StopSign inoperative.
Please follow these steps to allow StopSign to clean your system of all viruses, trojans and spyware:
1. Write down the path (file location) the other software is providing. In the event that StopSign fails to clear the virus, this will allow our tech team to investigate the issue further.
2. Unquarantine, or configure the other anti-virus program to release the file, so it can be scanned by StopSign.
3. Disable the other anti-virus program.
4. Click START > PROGRAMS > EACCELERATION > StopSign > START SCAN.
5. When the scan is complete, infections and threats to your system will have been cleaned.
Additional user information may be found via the StopSign KNOWLEDGE BASE.