• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Severe Malware Infection..... What To Do?

I noticed a pop up on my homepage, and norton is giving me a strange error message. As a result, I ran the power eraser scan and found over 100 viruses on my computer! Would it ever be safe to use my PC or is it likely to be reinfected.

Replies

Kudos0

Re: Severe Malware Infection..... What To Do?

Chat with Official Norton Support  ask for VPP team > Support will work with you to diagnose and remove malware. What is Norton Virus Protection Promise

Note1: Enroll in Automatic Renewal before reaching out to Official Norton Support.
Norton requires user is enrolled in Automatic Renewal for VPP team to provide free virus removal assistance.

Note2: User may enroll or cancel Automatic Renewal & remove payment info at anytime.  Update Norton account settings > https://support.norton.com/current/solutions/v52531049

Note3: If you’ve purchased your Norton subscription directly from Norton.com or joined Automatic Renewal, then you may have virus removal services through Virus Protection Promise. See your Norton Account or contact Support.

Kudos0

Re: Severe Malware Infection..... What To Do?

Norton Power Eraser does not find viruses.  It finds files that are possibly suspicious.  It is up to the user to investigate each file to determine if it is actually associated with a threat.  NPE frequently lists files that are safe.  What is the Norton error message you are getting?  What does the pop-up say?

Kudos0

Re: Severe Malware Infection..... What To Do?

The pop-up just says something about Google chrome not being able to load a file, yet it comes up as soon as I go to the home page.  The Norton error message simply is numbered with something that I don't recall.  And that comes up immediately as well (perhaps a fake antivirus pop up?).  So, power eraser doesn't directly find malware..... just things it suspects?  So, there's a possibility that I don't actually have malware?

Kudos0

Re: Severe Malware Infection..... What To Do?

Please review > How to post an image in the forums.

I ran the power eraser scan and found over 100 viruses on my computer

I've run NPE...many times, just for fun.  NPE never reported 100 items.

And that comes up immediately as well (perhaps a fake antivirus pop up?)

Fake Tech Support popup: For more info refer "Information about technical support scams and how to avoid them and Remove Fake pop-up or tech support scam messages that warn the computer is infected.

YMMV

Kudos0

Re: Severe Malware Infection..... What To Do?

The Norton error number would allow you to search the Norton support website for an article describing the steps to take to fix whatever issue Norton is having.  The home page pop-up sounds like content on the website that Google is unable to process.  Again, without specific information, it is impossible to know what is going on, or if it suggests anything malicious.  Like bjm_, I am curious about the large number of files reported by NPE.

Kudos0

Re: Severe Malware Infection..... What To Do?

Hello

As an ultimate thing you can do is to visit one of the free Malware Removal Forums and ask them if your computer is infected. An malware removal expert will tell you what to run and you post back results. They can tell if your computer is clean or infected. If infected, they will help you to clean up your computer.

Please see this link for an up to date description of these sites plus the addition of a newly listed site formed by one of our successful malware remover users who unfortunately has passed away. That site is still being run by a good expert who happens to be one of the other Gurus.  The new site is listed first in this link.

https://community.norton.com/en/forums/malware-removal-forum-recommendations

Please come back and let us know how you made out.

Thanks.




 

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.

This thread is closed from further comment. Please visit the forum to start a new thread.