If you suspect malware is lurking on your computer, stop shopping, banking, and other online activities that involve user names, passwords, or other sensitive information. Malware could be sending your personal information to identity thieves.
Confirm that your security software is up-to-date, then use it to scan your computer. Delete everything the program identifies as a problem. You may have to restart your computer for the changes to take effect.
If the problem persists after you exhaust your ability to diagnose and treat it, you might want to call for professional help. If your computer is covered by a warranty that offers free tech support, contact the manufacturer. Before you call, write down the model and serial number of your computer, the name of any software you've installed, and a short description of the problem. Your notes will help you give an accurate description to the technician.
If you need professional help, if your machine isn't covered by a warranty, or if your security software isn't doing the job properly, you may need to pay for technical support. Many companies — including some affiliated with retail stores — offer tech support via the phone, online, at their store, or in your home. Telephone or online help generally are the least expensive ways to access support services — especially if there's a toll-free helpline — but you may have to do some of the work yourself. Taking your computer to a store usually is less expensive than hiring a technician or repair person to come into your home.
Once your computer is back up and running, think about how malware could have been downloaded to your machine, and what you could do to avoid it in the future.
Also, talk about safe computing with anyone else who uses the computer. Tell them that some online activity can put a computer at risk, and share the seven practices for safer computing.
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