Removing scam messages that state your computer is infected

Fake virus alerts are a deceptive cybersecurity threat designed by hackers to try to deliver different types of malware onto a potentially vulnerable device. Sometimes it takes more than closing the window to get rid of pop-up viruses.

Understand fake virus alerts

Fake virus alerts have two motives: to get you to click on an infected link, triggering a download, or to continue to a fake website and purchase antivirus software that does not exist. These virus alerts often come with urgent messages to scare victims into making irrational decisions. 

Regarding fake virus scams, always avoid clicking on any part of the message and close the screen. If they keep appearing, you can use the removal tips below to remove them from your device.

Spot a fake virus alerts

Here are some common warning signs that you have a fake virus alert on your device:

• Payment requests: Legitimate antivirus services would never ask for payment before testing out services.
• Phone call requests: Hackers may add a phone number for you to call and convince you to share banking information to purchase antivirus software. 
• Urgent tone: Hackers often create a sense of urgency to convince users their fake virus alert is real. 
• Poor grammar: Some hackers fail to be detail-oriented when creating fake virus alerts.
• Basic designs: Some hackers do not have the professional design skills to make their fake virus alerts look legitimate.

Some people find themselves dealing with pop-ups like this constantly. In that case, you may have to take steps to remove the malware creating these fake virus alerts altogether.

Remove fake virus alerts

Follow all of the steps below to help clear your device of fake virus alerts.

Exit your browser

If you encounter a fake virus alert, the first step is to close your browser. Close your browser normally by clicking the X in the top-right corner. You can also use the alternative methods below:
Windows:

1. Use the Windows keyboard shortcuts Ctrl + Shift + Q, or Alt + F4 + Q.
2. If that does not work, press Ctrl+Alt+Delete to open your Task Manager. Find your web browser among the running processes, and click End Task to force it to close.

MacOS:

1. Use the Command + Q shortcut to close the browser.
2. If that does not work, click on the Apple menu  in the corner of your screen and select Force Quit.
3. Select your web browser and click on the Force Quit button.

Remove any suspicious apps and reset browser settings

If you accidentally visited an insecure site, it could have left you vulnerable to a drive-by download capable of installing malicious software and programs that could create fake virus alerts. If so, you'll need to find and remove any suspicious apps and/or extensions you do not recognize. Manually remove them using the Add/Remove Programs or Uninstall a Program in your device’s Control Panel.

Depending on your browser, you can reset the browser settings to remove the unwanted toolbars and search engines completely.

Reset Google Chrome

1. Start Google Chrome.

2. Click options ⋮ (the three dots) in the top-right corner, then click Settings.

3. Click Reset settings.

4. Click Restore settings to their original defaults and Reset settings.

Reset Mozilla Firefox

1. Start Mozilla Firefox.

2. In the top-right corner, click Open menu, and then click Help.

3. On the Help menu, select More Troubleshooting Information.

4. On the Troubleshooting Information window, click Refresh Firefox.

5. On the confirmation window, click Refresh Firefox.

6. Click Finish.

7. Click Open menu, select Library > History, and then click Clear Recent History.

8. In the Time range to clear drop-down, select Everything.

9. Select all options, and click Clear Now.

Reset Microsoft Edge

1. Start Microsoft Edge.

2. In the top-right corner, click Settings and more, and select Settings.

3. In the Settings window, select Reset settings.

4. On the right pane, under Reset settings, click Restore settings to their default values.

5. In the Reset settings window, click Reset. 

Scan for malware

If you search your computer and cannot find any suspicious files, we suggest running advanced scans with Norton. Run the following scans with advanced settings and the highest sensitivity. Run the Startup Scan first, and the Full Scan second. 

Note that these settings will make the scans take longer to run, depending on your computer's speed and the number of files being scanned.

Run a Startup Scan

1. Open your Norton device security application.
2. On the left panel, click Security.
3. On the Scans tile, click Open.
4. In the Preset scans tab, next to Startup Scan, click Set Up.
5. Wait for the Startup Scan to complete the setup, then click Restart Now.
6. When the system restarts, the Startup Scan progress screen appears. Wait for the scan to complete and check the scan results.

Run a Full Scan

1. Open your Norton device security application.
2. On the left panel, click Settings.
3. Select Scans.
4. Hover the mouse pointer over Full Scan and click the settings icon.
5. Scroll down and select Scan all archives.
6. Click Save to confirm.
7. Click Start next to Full Scan.
8. Wait for the scan to complete and check the scan results.

 

Perform a factory reset

A factory reset is a more permanent solution for clearing devices of fake virus pop-up messages. It restores your hard drive to its original settings and deletes all other files and programs saved to the device.

This removes pop-up viruses and different types of malware. However, you must remember to back up any personal information before it is cleared from your device. The steps differ, check with your device manufacturer.

Prevent fake virus alerts

Online hackers usually set traps on the web that trigger fake virus warnings to appear on your screen. Here are some tips to help keep you two steps ahead of their hacking methods:

• Avoid unsecure sites: Visiting unsecured websites could expose your device to hidden malware and other cyberthreats.
• Do not click on suspicious links or attachments: Fake virus warnings often include dangerous links and attachments used to infect devices.
• Use an ad blocker: Ad blockers can help keep fake warning messages from appearing.
• Enable automatic updates: Automatic security updates can help keep your device prepared to fend off potential cyberattacks.
• Download antivirus software: Antivirus software can alert you if a fake virus message installs malware onto your computer.