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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.

Contact Us

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. Start Norton.

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

  2. In the 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 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)

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DOCID: v122764455
Operating System: Windows
Last modified: 03/05/2021