7:35 AM Connecting to: control.app02-12.logmeinrescue.com (216.52.233.

131:443) 7:35 AM Connected to Applet (RSA 2048 bits, AES256-SHA 256 bits) 7:35 AM Waiting for customer permission to remote control desktop. 7:36 AM Customer has denied desktop remote control. 7:36 AM Remote Control ended. 7:36 AM Waiting for customer permission to remote control desktop. 7:36 AM Remote Control successfully initiated. 8:23 AM The connection to the customer was lost. This session will reconnect if and when the customer reestablishes a network connection. 8:23 AM Disconnected (Applet) 8:23 AM Remote Control ended. 8:26 AM Connecting to: control.app53.logmeinrescue.com (216.52.233.139:443) 8:26 AM Connected to Applet (RSA 2048 bits, AES256-SHA 256 bits) 8:26 AM Waiting for customer permission to remote control desktop. 8:27 AM Santosh E N: Welcome back Asad. 8:28 AM Remote Control successfully initiated. 8:28 AM Asad Sultan: Thanks, 8:28 AM Santosh E N: Let me check your computer now. 8:28 AM Asad Sultan: yup 8:38 AM IN067355 Shareej P invited to the session... 8:39 AM IN067355 Shareej P joined the session 8:39 AM IN067355 Shareej P has started Remote Control. 8:49 AM IN067355 Shareej P ended the session 8:50 AM IN057072 Sarath Sasi invited to the session... 8:50 AM IN057072 Sarath Sasi joined the session 8:50 AM IN057072 Sarath Sasi has started Remote Control. 8:53 AM IN057072 Sarath Sasi has started File Manager. 9:46 AM IN057072 Sarath Sasi has initiated a reboot on the customer's device. 9:47 AM The customer's device is rebooting. Connection will be reestablished automatically when the cycle finishes. 9:50 AM Connecting to: control.app55.logmeinrescue.com (216.52.233.132:443) 9:50 AM Connected to Applet (RSA 2048 bits, AES256-SHA 256 bits) 9:50 AM Waiting for customer permission to remote control desktop. 9:51 AM IN057072 Sarath Sasi has started Remote Control. 9:51 AM Remote Control successfully initiated. 10:27 AM Santosh E N: Are you with me? 10:27 AM Asad Sultan: yes, just looking 10:27 AM Santosh E N: We have diagnosed your computer, deleted the infected files. 10:27 AM Santosh E N: We found that your windows is having some issues, one of the system files seems to be corrupted. 10:28 AM Santosh E N: We are trying get this fixed. Please be patient with me since it is bit complicated issues. 10:28 AM Asad Sultan: I have the CD from DELL, if you can repair that 10:29 AM Santosh E N: Is it windows Vista installation CD? 10:29 AM Asad Sultan: yes 10:30 AM Santosh E N: I will log off this user and loggin in new user. 10:30 AM Asad Sultan: ok 10:31 AM IN057072 Sarath Sasi has ended Remote Control. 10:31 AM Remote Control ended. 10:31 AM Remote Control successfully initiated. 10:32 AM IN057072 Sarath Sasi has started Remote Control. 10:37 AM Santosh E N: Asad, the old user account is having some issues in accessing some shortcut through Run window, where as here there is no issues. 10:38 AM Asad Sultan: So what you recommend 10:38 AM Asad Sultan: i should use this one 10:38 AM Santosh E N: In this case what I am telling you is I will log off this user and loggin in

your account and you can work on your computer for some time. is that okay ? 10:39 AM Asad Sultan: Just to check, you mean 10:40 AM IN057072 Sarath Sasi has ended Remote Control. 10:40 AM Remote Control ended. 10:41 AM Removing IN057072 Sarath Sasi from the session 10:41 AM IN057072 Sarath Sasi was removed from the session 10:41 AM IN057072 Sarath Sasi ended the session 10:41 AM Remote Control successfully initiated. 11:02 AM The connection to the customer was lost. This session will reconnect if and when the customer reestablishes a network connection. 11:02 AM Disconnected (Applet) 11:02 AM Remote Control ended. 11:04 AM Connecting to: control.app52.logmeinrescue.com (216.52.233.141:443) 11:04 AM Connected to Applet (RSA 2048 bits, AES256-SHA 256 bits) 11:04 AM Waiting for customer permission to remote control desktop. 11:04 AM Remote Control successfully initiated. 11:22 AM The customer has initiated a reboot on his/her device. 11:22 AM The customer's device is rebooting. Connection will be reestablished automatically when the cycle finishes. 11:22 AM The customer's device is rebooting. Connection will be reestablished automatically when the cycle finishes. 11:24 AM Connecting to: control.app02-11.logmeinrescue.com (216.52.233.149:443) 11:25 AM Connected to Applet (RSA 2048 bits, AES256-SHA 256 bits) 11:25 AM Waiting for customer permission to remote control desktop. 11:25 AM Remote Control successfully initiated. 11:26 AM File Manager successfully connected. 11:37 AM The customer has initiated a reboot on his/her device. 11:37 AM The customer's device is rebooting. Connection will be reestablished automatically when the cycle finishes. 11:37 AM File Manager ended. 11:37 AM The customer's device is rebooting. Connection will be reestablished automatically when the cycle finishes. 11:39 AM Connecting to: control.app58.logmeinrescue.com (216.52.233.147:443) 11:39 AM Connected to Applet (RSA 1024 bits, AES256-SHA 256 bits) 11:39 AM Waiting for customer permission to remote control desktop. 11:40 AM Remote Control successfully initiated. 11:46 AM Santosh E N: Could you please work on the computer, just the way that you normally do and check if the issue is completely fixed? 11:46 AM Asad Sultan: ok 11:54 AM Asad Sultan: looks fine at the moment 11:54 AM Santosh E N: Glad to hear from you Asad. 11:55 AM Asad Sultan: whats your expert openion on it now 11:55 AM Santosh E N: If you have any issues in this user, you can use other user and check. 11:55 AM Santosh E N: I am really glad to inform you that all the infections are removed from your computer. Now your computer is completely safe and secured. Your system is absolutely safe from all the possible viruses. 11:55 AM Asad Sultan: thanks, Santosh 11:56 AM Santosh E N: Do you have any Norton product installed on your computer ? 11:56 AM Asad Sultan: your colleague told me at the begening that they will install free antivirus trail version of 90days 11:57 AM Asad Sultan: no, 11:57 AM Asad Sultan: just MacAfee 11:57 AM Asad Sultan: registered one 11:57 AM Santosh E N: I personally Advise you that it is necessary to have Norton on your computer to protect virus infections. 11:58 AM Asad Sultan: ok, can u please install the free version right now

11:58 AM Asad Sultan: i will buy 11:58 AM Asad Sultan: later 11:58 AM Santosh E N: Let me check it. 12:02 PM Asad Sultan: it seems still there is some problem, right 12:03 PM Santosh E N: We have tried installing and getting Error message, may it is because of the trial version. You need to contact our technical support team through www.symantec.com/supportoptions 12:03 PM Asad Sultan: ok 12:03 PM Asad Sultan: i will check with them 12:04 PM Santosh E N: www.symantec.com/supportoptions 12:04 PM Santosh E N: To complete the troubleshooting process, I need to delete all your existing restore points as it may contain infected files. I will create a new, virus free restore point for you. May I proceed? 12:04 PM Asad Sultan: sure 12:04 PM Santosh E N: Thank you. 12:05 PM Santosh E N: Shall I provide you Symantec suggested security tips to protect your system in future? 12:05 PM Asad Sultan: that will be more nice , if you could send through my email pls 12:05 PM Asad Sultan: so i can read it carefully later on 12:05 PM Santosh E N: I will save the chat scripts. 12:06 PM Asad Sultan: ok 12:06 PM Santosh E N: Please visit these web pages for tips that can help you avoid further infections on your computer: http://www.symantec.com/home_homeoffice/security_response/secureemail.jsp http://www.symantec.com/home_homeoffice/security_response/browsewebsafely.jsp http://www.symantec.com/home_homeoffice/security_response/safeguardim.jsp http://www.symantec.com/home_homeoffice/security_response/filesharingprotection.jsp 1. Do not give your email credentials to anyone that you dont trust. When you decide to give your email address to a website, first read the privacy or guest email usage to ensure that your email is safe.

2. Dont reply to spam message. When you reply to a spam message, you are confirming your email address to spammer legitimacy.

3. While using your email id for any online transactions, check if there is an additional/alternate service.

4. Do not post your email in a website, or in any place that can be known by public like in newsgroup, contact list, Chat room etc. By doing so, you are inviting a spammer to send spam to your email.

5. Do not open any spam email. It will alert the spam server that your email is being used .

6. When you are asked to type your email ID in an online form, like comment form etc, use fake

email address, if you are not comfortable to give your email address.

7. Understanding the nature of the attachment is the first step towards email safety. Any executable type attachment has the potential to be infected. This covers a wide range of extensions. By default, Windows suppresses file extensions. Hence it is very important to ensure that the file extension viewing is enabled.

8. If you do not need the attachment, don't open it. Delete the email instead.

9. Visit the Windows update site monthly to ensure all necessary patches are installed. Please make use of www.safeweb.norton.com to check and analyze the websites that you access. Update the virus definition files regularly and run a Full System Scan with latest virus definitions. 12:06 PM Santosh E N: I will help you to save the chat script on your desktop so that you can refer it later or you can even take print outs.
symantecmanagers@services01.norton.com

505364556 Aadith Babu Santosh EN