My computer has become infected with Malware, how do I remove it? PLEASE ENSURE ALL WORK IS SAVED AND ANY NON-ESSENTIAL PROGRAMS ARE CLOSED

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1 My computer has become infected with Malware, how do I remove it? No Anti-Virus and/or Anti-Malware solution is 100% guaranteed to remove all threats. In the unlikely eventuality that your computer becomes infected, you will need to know how to remove the threat. No single program is able to check all areas of your system and you will therefore have to run multiple tools, to ensure the threat is removed completely. PLEASE ENSURE ALL WORK IS SAVED AND ANY NON-ESSENTIAL PROGRAMS ARE CLOSED This guide will take you through the use of third-party tools (Malwarebytes & CCleaner) but please note, this is only a guide, Norman is unable to provide direct support for these tools. Also please note, all third-party tools are used at your own risk. Malware by its nature will try to avoid being removed by any means possible. Therefore there is no singular program that can cover all eventualities and remove all Malware threats. Due to this, you will have to run a few programs to check the areas which some tools miss. The first thing you will need to do is to download all of the tools that we will need to remove the threat. You will need to download the following products: Norman Malware Cleaner Removes Viruses. CCleaner Deletes all temporary files and folders where malware maybe located. Malwarebytes Removes Spyware. Stage 1 - Downloading Norman Malware Cleaner You will need to go to the following website: 1) Mid-way down the page you will see a link to download Norman Malware Cleaner. Single Left-Click on the Norman Malware Cleaner link to start the download. Page 1

2 2) A download prompt will then appear. Single Left-Click on 1Save > 2Desktop > 3Save and, when the download has completed, 4Close. 4. Stage 2 - Downloading & Installing Malwarebytes Anti-Malware You will need to go to the following website: 1) On the left-hand side of the website you will see a box Download Free version. Single Left-Click on this box. 2) This will then link to a download site for their software (the site may vary from the one shown). Single Left-Click on Download Now. Page 2

3 3) Then Repeat Step 2 from Downloading Norman Malware Cleaner (Top Page 2) The steps are identical apart from the filename. 4) Go to your Desktop and Double Left-Click on the Malwarebytes Program. 5) In the next dialogues Single Left-Click 1Run > 2OK > 3Next. 6) Continuing on, Single Left-Click 1I Accept > 2Next > 3Next. Page 3

4 7) Continuing on, Single Left-Click 1Next > 2Next. 8) Continuing on, Single Left-Click on Install At the next screen remove the tick 2 (single left-click) next to Launch Malwarebytes.... Then Single Left-Click on Finish 9) You will then be shown a prompt that verifies the program has been updated. Single Left-Click on OK. Page 4

5 Stage 3 - Downloading & Installing CCleaner. You will need to go to the following website: 1) Single Left-Click on the Download link at the top of the page. 2) Scroll Down the page until you see the download links. Single Left-Click on the Download from FileHippo.com link. Page 5

6 3) Single Left-Click on the Download Latest Version link. 4) On the next page single left-click on the If not then please click..., if your download doesn t automatically begin. 5) Then Repeat Step 2 from Downloading Norman Malware Cleaner (Top Page 2) The step is identical apart from the filename. Page 6

7 6) Go to your Desktop and Double Left-Click on the CCleaner Program. 7) In the next dialogues Single Left-Click 1Run > 2OK > 3Next. 8) Continuing on, Single Left-Click 1I Agree > 2Next. Page 7

8 9) Single Left-Click in the tick box next to Add CCleaner Yahoo! Toolbar 1, to remove the tick. Then Single Left-Click on Install Then Single Left-Click on Finish Stage 4 - Running CCleaner. The next stage is to run CCleaner. This will remove all of the temporary folders and files from your machine. This is not only a possible place for malicious files to be stored but also decreases the amount of time a scan will take. 1) CCleaner should have launched after Step 9 in the last section. Single Left-Click on Options1 > Advanced 2> Remove the tick from Only delete files older than 24 hours Page 8

9 2) Then Single Left-Click on Cleaner 1 > Run Cleaner A dialogue will then pop-up, Single Left-Click on OK 3) Once the Cleaner has completed close the program by Single Left-Clicking the X in the top right corner. Stage 5 - Disconnecting from the Network In order to prevent a virus/malware from re-downloading itself, we will need to disconnect your computer from the network. This can be done in one of two ways: 1) For a wired network simply remove the cable from the computer. It should look similar to the image below. Page 9

10 2) For a wireless network you will need to disable your network adapter. This can be done by Single Left- Clicking on Start 1> Control Panel 2> Network and Internet Connections 3>Network Connections ) This will then open the Network Connections window. Single Right-Click 1 on the Wireless connection and Single Left-Click 2 on Disable from the menu. The icon should then change to verify that it is disabled. Stage 6 - Run Malwarebytes Next we will need to run Malwarebytes. This program will remove the majority of spyware that may be present. 1) Double Left-Click on the Malwarebytes icon that is on your desktop. Page 10

11 2) When Malwarebytes launches, Single Left-Click on the Perform full scan 1 radio button. Then Single Left- Click on Scan 3) A window will then appear asking which storage devices you wish to scan. Ensure there is a tick next to all of your hard disk drives 1 (The other drives shown in the example below are the DVD player and USB device). Then Single Left-Click on Start Scan Page 11

12 4) The scan will then run (this may take some time). Once it has finished you will then see a prompt, Single Left-Click on OK A log file will then appear, close this by Single Left-Clicking on the X 2 in the top right. 5) You can then close Malwarebytes by Single Left-Clicking the X in the top right. Stage 7 - Run Norman Malware Cleaner You will now need to run Norman Malware cleaner which is great at detecting and removing viruses. 1) Double Left-Click on Norman Malware Cleaner, which should be located on your desktop. Page 12

13 2) In the next dialogues Single Left-Click 1Run > 2Accept. 3) In the next screen Single Left-Click on Start scan. Please note that this scan is very thorough and may take some time. Page 13

14 4) Once the scan is complete Single Left-Click on Quit to exit the program. Stage 8 - Restart your Computer You will then need to restart your computer to finalize the changes made and refresh the system memory/cache. 1) Single Left-Click on Start 1 > Shutdown 2 then Single Left-Click on Restart 3 from the options shown. Page 14

15 Stage 9 Repeating the Scans You will next need to repeat the scans, using both Malwarebytes and Norman Malware Cleaner. This ensures any malicious files that where potentially missed will be found and removed. Please repeat: Stage 6 Run Malwarebytes Stage 7 Run Norman Malware Cleaner Stage 8 Restart your Computer Once your system has been restarted your system should now be free of malicious files. If your system is still showing signs of infection then please contact Norman Support Staff. Stage 10 Enabling your network Connection We will now need to enable your network connection. 1) For a wired network simply insert the Cable into the computer. It should look similar to the image below. 2) For a wireless network you will need to disable your network adapter. This can be done by Single Left- Clicking on Start 1> Control Panel 2> Network and Internet Connections 3>Network Connections Page 15

16 3) This will then open the Network Connections window. Single Right-Click on the Wireless connection 1 and Single Left-Click on Enable 2 from the menu. The icon should then change to verify that it is enabled. If you experience any further problems, or this does not resolve your problem, please contact Norman Technical Support. Page 16