Re: Normal.dot/global.dot virus problem

Tech-Archive recommends: Repair Windows Errors & Optimize Windows Performance

From: Jeff (anonymous_at_discussions.microsoft.com)
Date: 07/20/04 

Date: Tue, 20 Jul 2004 11:19:12 -0700

Hey, without costing me a new penny, Symantec has
a "Knowledge Base", which suggests the following, which
seems to have solved this annoying problem:

Situation:
When you launch Word, Norton AntiVirus (NAV) displays the
message "The document C:\Documents and
Settings\Administrator\Application
Data\Microsoft\Templates\Normal.dot is still infected. Do
you want to delete this file?" If you click yes, then you
see a message box "Word cannot open the
existing..."<displays a square icon>."

You may also see the error message "NAVW32.exe application
error:"

Solution:
How you respond to this message depends on whether you ran
a virus scan with the latest definitions. If you did not
run a virus scan, then follow the instructions in the
document Scanning your computer for viruses using Norton
AntiVirus.

If Norton AntiVirus (NAV) does not detect an infection,
then determine whether Simply Transparent, TweakUI, Net
Object Fusion, or Pop-Up Stopper, is installed. If any
these programs are installed, then they may cause a
conflict with the NAV Office plug-in. To fix the problem,
either uninstall the program or disable the NAV Office
plug-in.

To disable the plug-in for Office 2000 or Office XP:

Start NAV. If NAV is installed as a part of Norton
SystemWorks (NSW) or Norton Internet Security (NIS), then
start NSW or NIS, and then select Norton AntiVirus.
Click Options, and then click Miscellaneous.
In the How to keep Microsoft Office documents protected
section, uncheck Enable Office plug-in.
Click OK, and then exit NAV.

NOTE: If you disable the NAV plug-in, then your computer
will still be protected. NAV Auto-Protect will still
provide protection by scanning any file that is launched,
downloaded, opened, created, or deleted.

If NAV does not detect an infection, and if you do not
have Simply Transparent, TweakUI, Net Object Fusion, or
Pop-Up Stopper installed, and if you continue to see the
message that Normal.dot or Excel.xls is infected, then
delete the template file.

Normal.dot and Excel.xls are the default templates for
Microsoft Word and Excel, respectively. These files may be
corrupted and cause this message. Delete the template
files. The next time that you open the applications, new
template files will be created.

CAUTION: If you are using a modified default template,
then this process will remove the modified template.
Instead of following these steps, you will need to restore
the file (either Normal.dot or Excel.xls) from a clean
backup.

Depending on which template file was referred to, close
Microsoft Word or Excel. (For example: If Normal.dot was
referred to, then close Microsoft Word. If the message
indicated Excel.xls, then close Microsoft Excel.)
Search for and delete the file referred to in the message
and then reopen the Microsoft Office application. Follow
the steps that apply to your version of Windows:
For Windows 95/98/NT/2000
Click Start, point to Find or Search, and then click Files
or Folders.
Make sure that "Look in" is set to (C:) and that Include
subfolders is checked.
In the "Named" or "Search for..." box, type--or copy and
paste--the following file names:

<file name>

NOTE: <file name> is the file that the message refers to
(For example: Normal.dot or Excel.xls.)

Click Find Now or Search Now.
Click the file that is displayed, and then press Delete.
Click Yes to the next prompt.
Reopen the Microsoft Office Application
For Windows XP
Click Start.
Click Search.
Make sure that "Look in" is set to "All drives" or to
(C:).
Make sure that "Search subfolders" is checked. (You may
have to click the "Advanced Options" arrow to display
this.)
Click All files and folders.
In the "All or part of the file name box" type--or copy
and paste--the following:

<file name>

NOTE: <file name> is the file that the message refers to
(For example: Normal.dot or Excel.xls.)

Click Search.
Click the file that is displayed, and then press Delete.
Click Yes to the next prompt.
Reopen the Microsoft Office Application

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