Frequently Asked Questions
| Questions... | Answers... |
| "How do I fix this?" | We do have a few suggestions that may help you fix the issue (refer to the steps in the email that we sent to you), although virus/trojan horse removal is outside our scope of support. If you are unsure on how to proceed we recommend contacting a professional. |
| "How did my computer become infected? Isn't Road Runner supposed to be filtering out these types of things?" | There are many ways viruses can spread. Road Runner does not filter what people download off of the internet. Nor do we filter non Road Runner email. What we do filter is Road Runner email. (email to twcny.rr.com addresses) |
| "No one in my house is spamming! Why did I get this letter! I don't even know what spam is!" | Spam is unsolicited bulk/commercial email. If your not intentionally sending these emails, most likely your computer has been hijacked by a virus or trojan horse and is being used by a outside user to send out spam. |
| "I have antivirus software. When I ran a scan I didn't find anything. Does this mean my system is clean?" | Chances are the antivirus software is not up to date, disabled by the virus/trojan horse, or simply can't detect the infected files. We suggest running some online virus scans. Many times they can find what some "already installed" antivirus programs could not. You can also try another brand of antivirus software. It is not uncommon for one brand of antivirus software to find something another brand had missed. |
| "How can I prevent this from happening again?" |
There is no guarantee, however there is a combination of things to do to help avoid this in the future. A combined approach using what's listed below will be much more effective that relying on one a single application.
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