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Digi-quest

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Why you can trust SCMP
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I downloaded Kaspersky anti-virus software but had problems running it. Now I can't delete it from my system because I always get a message saying 'msiexec.exe has encountered a problem and needs to close'. Help.

Mario Gaudette, Kowloon

DQ: This sort of thing is a well-defined 'chicken and egg' problem: if you already have a virus, how do you download something to fix it? I have no idea if your machine is infected but that could explain what is going on.

Reboot your machine and make certain anything that is automatically loaded at boot time is shut down.

Go to the Kaspersky Lab website (www.kaspersky.com), which will allow you to run an application to scan your machine. If all goes well, you should be able to remove the software you downloaded earlier. Remember to load all the security updates from Microsoft.

Sadly, that process may not fix everything. In that case, the only solution may be to reinstall your computer's operating system. But before doing that, take the computer back to where you bought it and see if the staff can help. This is one good reason to establish a positive relationship with your computer vendor, who will usually take care of such problems for you.

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