What steps can I follow to try to remove malware from my computer?
The following are recommendations to remove malware. These steps are not guaranteed to resolve all computer problems.
Note: The following steps utilize an advanced toolset. Do not complete any step with which you are not comfortable or knowledgeable (such as an edit of your computer’s registry). Complete the following steps at your own risk. If you are unsure how to complete the following instructions, uncomfortable completing any of these steps, or if your computer is badly infected, we advise that you take your computer to a reputable repair shop for diagnosis and repair.
Common Ways a Computer Can Be Infected with Malware
• It can be embedded in programs downloaded from torrent sites.
• Injected via some unknown vulnerability.
• Some are bundled into shareware or free programs such as browser plug-ins, codecs, etc.
Malware Removal - Windows
1. Clear cache and cookies in the browser that you are using. Directions can be found in Basic Browser Troubleshooting.
2. Check installed programs and uninstall any toolbars and software that may be harmful (e.g., coupon software, or more than one anti-virus software, etc).
3. Check startup programs to see if there are any programs affecting your computer by searching for 'msconfig' on Windows 7 or 'system configuration' in Windows 8 or 10.
4. Download RKill from bleepingcomputer.com: http://www.bleepingcomputer.com/download/rkill/ and run a scan.
5. Download AdwCleaner from bleepingcomputer.com: http://www.bleepingcomputer.com/download/adwcleaner/ and run the scan.
6. Restart the computer.
7. Download Malwarebytes from https://www.malwarebytes.com. Begin the scan. This will take some time to finish (can take up to 60 minutes to complete).
8. If these steps do not resolve the problem, we recommend you take your computer to a local computer shop for repair.
Malware Removal - Macs
1. Clear cache and cookies in all the browsers you are using, directions can be found in Basic Browser Troubleshooting.
2. Check for malicious add-ons or extensions within your browser.
3. Check startup programs to see if there are any unwanted programs by going to the settings menu under 'Users and Groups', and choosing ‘Login Items.’
4. Download and run the mac version of Malwarebytes from https://www.malwarebytes.org/antimalware/mac.
5. If you are still experiencing problems, take your computer in to a local tech shop for repair or get in touch with Apple support.