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Signs that your computer may be infected

Many Norton products come with an additional benefit called the Norton Virus Protection Promise, which includes access to Norton experts who can work with you to diagnose and remove viruses should you run into any problems during your subscription. In the unlikely event that Norton is unable to remove a virus from your device, you may be entitled to a refund of the Norton subscription or Norton bundle (as applicable).

If you are not eligible for Norton Virus Protection Promise, tell us more about the problems that you face on your computer, or why you think your computer is infected.

Select the statement that best describes your situation:

I see pop-ups or I am redirected to different websites

You may notice the small windows which 'pop up' on the top of the website, or when you try to visit a website, your expected website does not open and instead gets redirected to another website. This problem may happen if you have a browser hijacker that is accidentally installed on your computer. Some of these browser hijackers are bundled with free applications or the programs that you may have downloaded from the Internet.

Read Remove unwanted popups or site redirects

My computer freezes and I see an alert that asks me to send money

If you browse the Internet, and suddenly the computer screen freezes with a pop-up message saying that your computer remains locked until you pay a fine, then your computer has been infected with a type of malware known as ransomware.

Read What is ransomware and how to help prevent ransomware attacks.

I think I've been scammed by fake support

A technical support scam is a form of the Internet fraud that currently gains momentum on the Internet. They often gain the consumers' trust by misrepresenting their relationship with reputable companies, and prey on consumers' fear of their computer becoming infected with viruses and malware.

Read Learn more about technical support scams and steps to avoid them

My computer runs slowly

Your computer's performance can degrade due to several factors that may become more apparent when you start your computer, browse the Internet, or while you start an application. Before you can fix this problem, it's best to determine when do you experience slowness in your computer.

Read Fix slow computer problems

I cannot start my computer

A computer that no longer starts in the Windows mode indicate either the presence of a potential threat or some software driver problems or hardware problems that prevent it from loading Windows. Running Norton Bootable Recovery Tool may fix it, if the problem is due to the presence of a virus.

Read Fix problems starting your computer

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DOCID: kb20100816020421EN
Operating System: Windows
Last modified: 09/06/2023