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Computers on campus at PSU are subject to the PSU Acceptable Use Policy; computers infected with a virus may allow unauthorized access to the machine and/or unsolicited mass mailing of spam emails, which are both a security risk and a violation of the Acceptable Use Policy. Computers that have been infected by a virus are typically caught and “jailed” by the PSU network team and blocked from accessing the PSU network, to isolate and prevent the threat from spreading. See the article “Why am I blocked” for more details.
In order for PSU to allow your computer back onto the network without risk of infecting other computers, the infected computer must first be formatted, and Windows reinstalled. Note that formatting removes all data from the computer. The only exception to this is for certain Mac computer viruses, it may be possible to clean them instead. Once this has been performed, the OIT Helpdesk may request for your computer to be allowed back onto the network.
For PSU-owned computers, you may bring the computer down to the Helpdesk (Smith Room 18) and fill out a Reimaging form. All data may be backed up by our workbench, the computer will be reimaged, and all software and backed up data restored.
Alternatively, you may contact the Helpdesk by email or phone and arrange for someone in the workbench to pick up the computer for you. A ticket will be created and someone in the department will coordinate the process of reimaging for you.
For Faculty/Staff personal computers, the workbench may also reimage your computer by backing up any data, reinstalling the operating system, and restoring any PSU software and the backed up personal data. Note that you will need to have a Windows license (product key) for your computer. Most newer computers should have a Windows license/product key sticker, and all Mac computers by default include a copy of Mac OSX.
Personal software will need to be reinstalled following reimaging, although Microsoft Office and McAfee can be included for free.
Students who find their computers jailed by our network system will also need to format and reinstall their operating system. The Helpdesk only offers assistance if your computer has actually been jailed by us; we do also offer free security software (McAfee Antivirus) to prevent your computer from being infected. For reimaging your computer, you will also need to have a Windows license (product key) for your computer.
There are two options to remove a virus:
Make sure to backup ANY and ALL data that you want saved on a backup medium, such as a CD, DVD, flash drive, or external harddrive. This includes documents, local email and email address books, web browser bookmarks, music, video, and picture files. All data currently on your computer WILL BE LOST during the format (including the virus).
After backing up your important data, please bring the computer, power cables, and OS install disc (windows CD, etc) to the Helpdesk, which is located in Smith Room 18 (basement). You will need to fill out a Personal Computer Virus Imaging form. $25 will be charged against your student account, your computer will be checked in, and the work will be performed.
Work will take a minimum of 1 week (5+ business days) to complete, after which you will be contacted to pick up the computer. The computer will be as-new, with a clean installation of your operating system in good running order. Any additional software you had installed previously (such as Microsoft Office, Firefox, Adobe, etc.) may need to be reinstalled by you.
You may also choose to fix the computer yourself. The harddrive of the computer that contains the operating system (usually “Local Disk C”) will need to be formatted and the operating system (Windows) reinstalled. Simply reinstalling the operating system over the top of itself, without performing a format, will not remove the virus from the affected computer, and will remain infected.
If you have the Windows install disc, you may also bring them down to the Helpdesk and perform the operation with the assistance of the Helpdesk, where we can offer basic guidance through the install screens, since most computer manufacturers (ie, Dell, Sony) include an install wizard to quickly reinstall the operating system. Note that a Windows install can sometimes take over an hour, so bring your power cable and make time in your schedule – you do not want to interrupt a reinstall!
Again, any additional software you had installed previously (such as Microsoft Office, Firefox, Adobe, etc.) may need to be reinstalled by you following the Windows install.
For student, faculty and staff personal machines, you will need to provide us with your Windows Product Key sticker. These stickers are usually attached to the rear or bottom of the computer, but may be included with the computer documentation (see example image below). In some rare cases, brand-name computers may include model-specific versions of Windows on CD or DVD (OEM). In those cases, you may wish to bring these OEM Windows install discs along with the computer to expedite the reinstallation process. You may want to check with the Helpdesk first if you have any questions. If you do not have a copy of Windows, you will need to obtain one by:
Helpdesk is able to install these (English, USA only) OS versions:
Windows Product Key sticker – example:
File-Sharing and Digital Copyright Enforcement Guidelines
Why am I being blocked from accessing the network on campus?
Liability – the PSU Helpdesk/OIT department takes no responsibility for lost or broken computers or parts that prevent the operating system to be reinstalled. We will make a reasonable best-effort to use provided installation media (CD/DVD) and computer’s included optical drive to install the copy you provide us.