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SAM (Symantec Antivirus for the Macintosh) 3.5
Commom questions
0.0 What is an FAQ (Frequently Asked/Answered Questions)?
0.1 What is the current version?
1.0 Installation questions
1.1 What is the process for updating the SAM Virus Definitions file
with a new file?
1.2 How am I protected during a software install if I've disabled SAM?
2.0 Virus Definition Questions
2.1 What is the SAM Virus Definitions file?
2.2 What is the SAM User Definitions file?
2.3 Why are there different icons in the Virus Definitions list?
2.4 Why are some of the virus names duplicated?
2.5 Where does the SAM Virus Definitions file go?
2.6 Do I need more than one SAM Virus Definitions file?
2.7 Do I need my old SAM User Definitions file?
2.8 When I receive a Virus Update Postcard, do I need to enter in the
definition,
2.9 Where else can I get the SAM Virus Definitions file?
3.0 General Questions
3.1 What is the difference between the postcard virus update, disk
from CS, and the SAV-U program?
3.2 Where is the SAM Virus Help file?
3.3 Do I need the SAM Virus Help file?
3.4 Does the SAM Virus Definitions filename need to be spelled
exactly?
3.5 When a new virus is discovered, how will I be notified?
3.6 How to get the latest SAM Virus Definitions file in the future?
3.7 I've downloaded the files from Compuserve but it says that they
were not received. Now I have these files on my drive with the
correct icon but the names are wrong.
4.0 Technical Questions
4.1 Why don't all of my files show up in the list when I choose Scan by
File?
4.2 What is Protection?
4.3 Why am I getting alot of 'This file is not a valid Resource Fork'
errors?
4.4. Why am I getting errors on alot of compressed files? I thought
that SAM could scan inside of these.
5.0 Telecommunications Questions
5.1 How do I turn on MacBinary?
5.2 Which protocol should I use?
6.0 How to reach Symantec
Beginning of the Answers
0.0 What's an FAQ? An FAQ is a compilation of the most common
question about a subject and their answers. This is an established
technique (adopted from its widespread use on USENet) for reducing
the repetition of questions and answers online services (such as BBS'
CompuServe and America OnLine).
Our intent is to answer as many questions as possible so you don't
have to leave a question and call back to get an answer to something
that we've already covered a few times before.
We will be aggresively maintaining these to insure that they always
have answers to the most current issues pertaining to a product.
Naturally users are encouraged to read the FAQ before posting.
Hopefully you'll find your question (and its answer) here (which will
save you time and money).
Please note that this is not intended to replace the manual or the
built-in help. It is prepared and maintained by our tech support staff
so our FAQ's may not have breadth or editorial polish of our official
documentation. Hopefully this will answer some questions that our
technical writers couldn't foresee.
You may have been referred to this document by one of our
technicians or another customer. Please don't take offence to this. We
are trying to provide the answers in the best possible way.
0.1 What is the current version and what system software is it
compatible with?
SAM 3.5.12 was the last shipping version of SAM 3.5. However, 3.5.9
was the last code-change. The further updates were only number
changes to reflect the addition of new virus codes to the included SAM
Virus Definitions file. The current SAM 3.5 virus definitions file is
available on this BBS, AOL, Compuserve, and Applelink.
NOTE:SAM 3.5 defs cannot be used with SAM 4.0 and vice versa. You
must download the 3.5 defs when updating your definitions, should
that become necessary.
NOTE: SAM 3.5 is not compatible with System 7.5. If you are using
that system software, no matter what the computer, you must upgrade
to SAM 4.0
1.0 Installation Questions
1.1 What is the process for updating the SAM Virus Definitions file
with a new file?
The SAM Virus Definitions file should be moved into the System
Folder on your normal startup volume (which is usually your hard
drive). You should be asked if you wish to replace the current SAM
Definitions file; please do so. When you restart your Macintosh the
new information will become active.
1.2 How am I protected during a software install if I've disabled SAM?
When installing software and SAM Intercept is running, it is not
unusual for a number of Suspicious Activity Alerts to appear as the
software is installed. To make installation of software as painless as
possible, SAM Intercept will let you temporarily disable these alerts,
but if a known virus tries to sneak in during an install, SAM will still
detect it, stop it, and alert you of its presence. The Floppy scan should
also still be active, unless you've restarted with extensions off, and
you'll be able to scan floppies for known viruses as well during the
installation process.
2.0 Virus Definition Questions
2.1 What is the SAM Virus Definitions file?
The SAM Virus Definitions file contains information on detection and
repair about all the known Macintosh viruses. It is created at
Symantec and provided for use by registered owners of SAM. It also
allows you to update SAM to see and remove new viruses, virtually
bypassing any need to replace the entire product.
2.2 What is the SAM User Definitions file?
The SAM User Definitions file contains virus definition information
that is manually typed in from virus alert postcards that arrive in the
mail as new viruses are discovered. Alternatively, if the SAM Virus
Definitions file is updated instead, any resident SAM User Definitions
file may be removed. The SAM User Definitions file contains update
information that SAM uses for detection but does not support the
repair capabilities that are in the SAM Virus Definitions file.
2.3 Why are there different icons in the Virus Definitions list?
The different icons indicate whether the definition is built into your
current SAM Virus Definitions file, or that it was added to the SAM
User Definitions file from information you typed in as a result of
receiving a Virus Alert postcard. The icon showing a pencil indicates
that it belongs to the SAM User Definitions file.
2.4 Why are some of the virus names duplicated?
If a virus name is duplicated, it means that a user definition was
added and then a newer Virus Definitions file was added at a later
date that also contained the information necessary to detect and repair
that virus. To remove the duplicate, simply delete the corresponding
User Definition.
2.5 Where does the SAM Virus Definitions file go?
The SAM Virus Definitions file belongs inside of the System Folder of
the startup volume, usually a hard drive that the Mac starts up from.
2.6 Do I need more than one SAM Virus Definitions file?
No. Always use the latest available SAM Virus Definitions file which is
available from a number of different on-line sources and Symantec
Customer Service.
2.7 Do I need my old SAM User Definitions file?
If your SAM User Definitions file contains the definitions that are also
part of the SAM Virus Definitions file, then you do not need your older
User Definitions file. You can check this by examining the virus
definitions list in SAM Virus Clinic.
2.8 When I receive a Virus Update Postcard, do I need to enter in the
definition, or can I get an updated Virus Definitions file right away?
The Virus Update postcards are sent out as soon as a new virus is
discovered. There is usually a small delay between the time when the
postcard is sent out and when a new Virus Definitions file is made
available. To be as safe as possible, you should always enter in the
information on the postcard, and then install the Virus Definitions file
when it is released.
2.9 Where else can I get the SAM Virus Definitions file?
Currently, Symantec posts this file on the following on-line services
when a new virus is discovered: Compuserve, America Online,
AppleLink, and the Symantec BBS. It is also available on disk from
Customer Service and it can be received automatically via the SAV-U
program.
3.0 General Questions
3.1 What is the difference between the postcard virus update, disk
from CS, and the SAV-U program?
The postcard virus update is sent to all registered users anytime a
new virus is discovered. A disk containing the latest SAM Virus
Definitions file can be obtained from Symantec Customer Service for
$12. Alternately, for $45 per year, the SAV-U program will
automatically send out a disk containing the latest SAM Virus
Definitions file anytime a new virus is found.
3.2 Where is the SAM Virus Help file?
The SAM Virus Help file is located within the System Folder of the
hard disk your Mac started from.
3.3 Do I need the SAM Virus Help file?
For SAM to protect you from viruses, the SAM Virus Help file is not
necessary, but for information on what each of the Macintosh viruses
does, this file should be present.
3.4 Does the SAM Virus Definitions filename need to be spelled
exactly?
Yes.
3.5 When a new virus is discovered, how will I be notified?
When a new Macintosh virus is discovered, Symantec sends a postcard
containing the new virus definition information to all registered users
of SAM. This information can be entered through SAM Virus Clinic to
obtain complete protection and detection capabilities for the new
virus.
The postcard also serves as notification for those who have access to a
modem to download the updated SAM Virus Definitions file. Messages
and announcements describing the new virus are also posted on
America Online, AppleLink, CompuServe, and the Symantec BBS.
Since Symantec's customer service department (800-441-7234)
maintains the registered user database, they should be contacted
when your current mailing address changes. This will ensure that the
postcards are received promptly.
3.6 How to get the latest SAM Virus Definitions file in the future
If you have access to a modem, the latest SAM Virus Definitions file is
available for downloading from the following sources:
America Online:
- Keyword: Symantec
- enter the New Virus Information area
- Open the New Virus Definitions library
- look for the file named: SAM Virus Definitions
AppleLink:
- path: Third Parties
3rd Party Demos/Updates
Software Updates
Companies S-Z
Symantec
- file name: SAM Virus Definitions
CompuServe:
- Go: SYMVIRUS
- enter library 2
- file name: SAMDEF or keyword SAMDEF (as the name may not
always be the same)
Symantec BBS:
- (503) 484-6699 300,1200,2400 baud
- (503) 484-6669 9600 baud
- Type /go SAM at any prompt to bring you to the SAM area
- enter the SAM file library
- look for file name: SAMDEF or keyword SAMDEF (as the name
may not always be the same)
One final option for obtaining the latest SAM Virus Definitions file is to
order it on a diskette for $12 from Symantec's customer service
department at 800-441-7234.
3.7 I've downloaded the files from Compuserve but it says that they
were not received. Now I have these files on my drive with the
correct icon but the names are wrong.
There is in an intermittant problem with downloading the files from
Compuserve that causes the files to be transfered with the right icon
but with the wrong name. The ususally end up keeping the
SAMDEF.BIN and SAMVHP.BIN names and these must be changed to
SAM Virus Definitions and SAM Virus Help respectively.
4.0 Technical Questions
4.1 Why don't all of my files show up in the list when I choose Scan by
File?
Scanning by Folder will only give you folders to select for scanning (no
files what so ever will be available). When you select File scanning,
only files that have resource forks will show up in the list as text
documents cannot contain viruses (because they do not contain
executable code).
4.2What is Protection?
Protection (also referred to as Innoculation) is the process in which
permanent protection is installed onto applications and system
extensions. Whenever these applications or extensions are called, SAM
checks this information for changes. If it finds something, it will alert
you to this as this can be caused by a virus. However, an alert can also
occur if the application alter itself or sometimes even when only
preferences are changed.
You can check your drive for innoculated files by choosing the
Protection menu and doing a Show Innoculated on... This will show if
anything on your drive has protection set. The different options for
Protection that you can set is found under the Advanced Options menu
under the Options menu.
4.3 Why am I getting alot of 'This file is not a valid Resource Fork'
errors?
This error is usually nothing to worry about. A lot of programs (ours
included) "vise" some of the code. This means that it is compressed
and only accessible by the program. Something to watch for is if other
programs that did not show these errors on one scan start to show
them on future scans. Otherwise, this is a normal situation.
4.4. Why am I getting errors on alot of compressed files? I thought
that SAM could scan inside of these.
SAM can only scan inside of several types of compression formats. If
you have a newer format or a different program than SAM can scan
inside of, you may get alot of errors for files compressed with that
program.
5.0 Telecommunications Questions
5.1 How do I turn on MacBinary?
MacBinary is a form of encoding a Macintosh file so that it can easily
be sent over a modem and stored on another computer. Most terminal
communications software automatically uses this and it is unnecessary
to turn it on, but if not, refer to your telecommunications users manual
for assistance.
5.2 Which protocol should I use?
The protocol to use when downloading a file from an on-line service
varies from service to service. Some use their own proprietary
protocol, while others present the user with a list to choose from.
Generally, the best one to pick, is that which is supported by your
terminal communications software and the on-line service and
provides the fastest method of getting the file. Unfortunately, there
are a number of different protocols, and the best one to use depends
on the software being used and the on-line service. Some common
protocols are xmodem, ymodem, zmodem, and CIS-B. Refer to your
telecommunications manual and the on-line service's technical support
for more help.
6.0 How to reach Symantec
If you have questions after consulting the SAM User manual, Help
system, or Read Me file, call our Technical Support Team. If you are
located in the USA, please refer to pages CSP-3 and CSP-5 of your
manual and have all the requested information ready before calling. If
you are outside the USA, please refer to pages CSP-3, CSP-4, and CSP-
5, or contact your local Symantec dealer for information about
obtaining technical support.
Symantec Corporation
Technical Support phone line: (503) 465-8420, 7:00 AM to 4:00 PM
Pacific Time
Symantec Corp.
175 W. Broadway
Eugene, OR. 97401-3003
We can also be reached through electronic mail on the following on-
line services:
America Online: Keyword: SYMANTEC
Compuserve: GO SYMVIRUS
The Symantec BBS
2400/1200/300 baud: (503) 484-6699
9600 baud: (503) 484-6669
AppleLink: NORTON.TECH
Symantec's international partners are located throughout the world.
Please call our Customer Service Center in Oregon at (800) 441-7234
for the name, address, and phone number of the international office
closest to you.