Re: Compromised Windows Machine Remediation

["Drews, Jane E" <jane-drews () UIOWA EDU>]

-----Original Message-----

> I am interested in hearing about experiences with 'cleaning' user-owned
and managed computers. When a student
> laptop/desktop has been blocked from the network due to infection, what
do they do?   Do institutions provide a help >desk environment where the
work is done? or do they provide resources for the student for
'self-help'? Is the student > on their own to resolve the problems? Is
anyone using 'fee-for-service'? If so, what is the user guaranteed to
> receive?

Our students have the option of repairing themselves (they are provided
some basic instructions), or they can bring their machine to our student
repair service at the help desk to have it repaired or reloaded.  It can
take anywhere from a day to a week for turnaround, but it's a free
service.  The student has to back up their data, bring in their OS
disks, and also sign an agreement (to ensure they KNOW they are
responsible for backup of their apps and data, and to waive any
liability)  before the help desk will do anything to the system.  Over
the move-in weekend, our help desk also had clinics set up in each dorm
to help students fix bad (infected or compromised) machines and get them
up and running.  I think they did about 50 machines over that weekend;
it was very popular and appreciated by students.   When the machines are
reloaded, they get latest version of OS, all patches (SP2 with firewall
on), our A-V software, anti spyware software, other site licensed
software (I think), and they will also install anything else the owner
has disks for.

Jane Drews
Univ of Iowa 


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