Hi,
It is recommended to install all the Symantec features AV / PTP/ NTP with latest definitions.Always make sure that your computers are receiving definitions regularly.
You can upgrade your product to latest built.
You windows machines should have all the latest windows updates /Patches.
Disable Autorun.
Please follow best practice guide to handle virus issue.
http://www.symantec.com/business/support/index?pag...
Try to scan infected machines with power eraser tool, download SEP support tool to scan with power eraser.
http://www.symantec.com/business/support/index?page=content&id=TECH134803
If it came with clean result use Symantec Support Tool, check article - how do we Collect the Suspicious Files and Submit the same to Symantec Security Response Team.
https://www-secure.symantec.com/connect/articles/using-symantec-support-tool-how-do-we-collect-suspicious-files-and-submit-same-symantec-sec
To download SEP support tool follow the link
http://www.symantec.com/business/support/index?page=content&id=TECH134803
Go through following thread as well.
https://www-secure.symantec.com/connect/forums/windows-recovery-virus-removal