I will assume that you have little to no computer experience in dealing with these types of issues so I will try as hard as possible to keep things simple for you to understand. I am by no means trying to insult your intelligence or patronize you, keep that in mind as you go through these instructions. Please understand though that this can get quite technical so you may have to read through it a couple of times before you get the full understanding of what I am talking about.
First, a virus is nothing more than a program. Unfortunately, it is a type of program that doesn't always allow you to just get rid of it. I guess you could call it a renegade program...a rebel of sorts. More than likely the reason why you can't get rid of the virus(es) is b/c it starts to run, just like most other programs on your computer, as soon as you turn your computer on. Sometimes Windows or your anti-virus software, like Norton, can't stop a program or delete it once it has already started. You will have to do this manually. Yes, it will be a pain in the butt to do, these things always are. Try this and I'll provide links as best I can for the instructions I'm about to give you. Keep in mind that this may or may not work. I can't guarantee anything.
1. Write down the path to where the viruses are. Before you can get rid of the viruses you have to first find where they are hiding. Anti virus software usually tells you where the file can be found. Other times these files are "Hidden". We'll make sure now that they won't hide from you.
2. Click on your "Start" button, then click "My Computer". At the top of the window, where the menu items are (File Edit View, etc...), click on "Tools" and then "Folder Options". Doing this will open up a new smaller window that says "Folder Options" at the top left hand corner and has several tabs to choose from.
3. Click on the "View" tab (it's the second on from the left), and under the "Advanced Settings" section, You'll see a list of options. Under the "Files and Folders" section, if you go down the line, you'll see a folder icon that reads "Hidden files and folders". Click on the option to "Show hidden files and folders". You can close the "Folder Options" window and the "My Computer" window as well.
Now, let me explain what we just did and why. Viruses can sometimes hide themselves somewhere in a folder on your computer by automatically making themselves invisible. Sometimes you'll go to the folder where Norton or any other Anti-Virus software tells you the virus is and you won't see it there. What we just did ensures that when you go to the folder, you'll see the Virus, but you probably still won't be able to get rid of it. If you can (YAY!) great! But if you can't (BOO!) continue on with the rest of the instructions.
The next thing we're going to do, is start your computer in what's called "Safe Mode". All this means, in a nutshell, is that only certain programs that Windows needs will run when you start-up your machine and nothing else. Hopefully, not the viruses that are on your machine right now, making it easier to delete them. PLEASE PRINT OUT THESE INSTRUCTIONS BEFORE ATTEMPTING TO RESTART THE COMPUTER. I'll provide links on how to start your computer in Safe Mode. This is long enough as it is and including instructions for a Safe Start will just bore you all the more. For now, I'll just continue with the instructions.
1. Start Windows in Safe mode. Once the Safe Mode screen appears, you'll have several options to choose from. Choose the first one, which is just plain "Safe Mode" alone.
2. Go to the list you created earlier of where the anti-virus software says the virus is.
3. Delete the files
Because we selected for all the "Hidden" files to be shown earlier, there shouldn't be any file that is not exposed, including your pesky viruses. You should just be able to select the file or folder and delete it. Once you have gotten the viruses off of your machine, reboot and run your anti-virus again; just to be safe. Then take the necessary steps again, if you need to. Finally, train yourself to be preventive; we've all been through this at one time or another. Stay away from questionable sites. Some anti-virus software will tell you when you get to a site that may be high-risk. Listen to Norton and stay away. If you choose to ignore it, you may find yourself having to do this again and again. At least you'll have a solution right (wink, wink). However, it may not be this simple next time. Viruses are getting easier to get and more and more difficult to get rid of. That's why you should renew your Anti-Virus subscription every year and constantly scan your machine. So...I hope this helps. Let me know how it turns out.
Starting Windows in Safe Mode: http://support.microsoft.com/kb/315222