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Remove Fake pop-up or tech support scam messages that warn the computer is infected

Some fraudulent companies use fake pop-up warnings that claim your computer is infected with a virus. These Pop-ups are made to look like a Norton virus scan alert or other types of legitimate security warning.

To identify and avoid fake tech support scams:

  • Examine the message closely; look for obvious signs of fraud such as poor spelling, unprofessional imagery, and bad grammar.

  • Do an Internet search for the phone number that is listed in the pop up to verify its legitimacy.

  • You will never receive an unsolicited call from Norton Support to fix issues with your computer. You will only receive a call if you have requested for it.

To learn more, read Learn more about technical support scams and steps to avoid them.

If you need help, contact Member Services and Support.

If you want to know whether the email that you have received is from Norton, read Verify that an email you receive from Norton is legitimate.

If you think your computer is infected, perform the following steps.

STEP 1

Run Full System Scan

Perform a scan with your Norton product to detect and resolve the changes that were made or misleading application installed by the Fake pop-up and tech support scams.

  1. Open your Norton device security product.

    If you see the My Norton window, next to Device Security, click Open.

  2. In the Norton product main window, double-click Security, and then click Scans.

  3. In the Scans window, select Full System Scan and click Go.

  4. When the scan is finished, click Finish.

STEP 2

Download Norton Power Eraser and run a scan (on Windows 11/10/8/7)

  1. Download Norton Power Eraser.

  2. Press Ctrl + J key, to open the Downloads window in your browser, and double-click the NPE.exe file.

    If the User Account Control window prompts, click Yes or Continue.

  3. Read the license agreement and click Agree.

    If you have already accepted the license agreement, you will not be prompted again.

    Norton Power Eraser checks for and automatically downloads the new version if available.

  4. In the Norton Power Eraser window, select Full System Scan, and click Run Now.

  5. If you want to include the Rootkit scan, click Settings, and under Scan and Log Settings, toggle the option Include Rootkit scan (requires a computer restart) and click Apply.

  6. When you see a prompt to restart the computer, click Restart.

    Wait for the scan to complete. Follow the on-screen instructions.

Download Norton Power Eraser and run a scan (on Windows XP/Vista)

  1. Download Norton Power Eraser.

  2. Press Ctrl + J key, to open the Downloads window in your browser, and double-click the NPE.exe file.

    If the User Account Control window prompts, click Yes or Continue.

  3. Read the license agreement, and click Accept.

    Norton Power Eraser checks for and prompts to download the new version if available.

  4. In the Norton Power Eraser window, click the Scan for Risks icon.

  5. By default, Norton Power Eraser performs a Rootkit scan and requires a system restart. When you see a prompt to restart the computer, click Restart.

    If you do not want to include the Rootkit scan, go to Settings, and uncheck the option Include Rootkit scan (requires a computer restart).

  6. Wait for the scan to complete. Follow the on-screen instructions.

Es war einfach, mein Problem zu beheben.

Ja Nein

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DocID: v122764455
Betriebssystem: Windows
Zuletzt bearbeitet: 06/11/2021