Does this sound familiar?
- Pop-ups keep appearing, even when your browser is closed
- A full-screen warning says to call Microsoft or Apple at some number
- Your browser's home page or search engine changed by itself
- The computer suddenly became very slow
- Friends received strange emails that came from your account
Scams come for the people we love
It's a common story. A parent or a grandparent is reading the news when a loud warning fills the screen. It says their computer is infected and that they must call right away. The person on the phone sounds official, and asks to connect to the computer, then asks for money or a gift card.
If this happens to you or someone in your family, close the browser and call us or your bank. If the screen won't close, hold down the computer's power button until it turns off. A loud warning is a sales pitch, not a real diagnosis, and nobody here is going to make you feel bad about it.
How we clean a computer
We start by checking what's really on the computer, because many "viruses" turn out to be unwanted programs that came along with a download. Then we remove what doesn't belong, reset your browsers, and get security updates running. If something more serious has dug in, or if the computer's been badly compromised, we may recommend a clean reinstall of the operating system, after backing up your files.
What you should do afterward
Change the passwords for your email and bank, ideally from a clean device. Turn on two-step sign-in where you can. Keep your computer's automatic updates on. And talk with your family about it, because a two-minute conversation about pop-ups might save a lot of grief.
Fast, friendly great service. Pleasant to work with, knowledgeable and efficient.
Questions we get a lot
A warning said my computer is infected and to call a number. Should I?
No. Real companies don't put phone numbers in pop-ups. That's a scam, and it's common. Close the browser, and restart if you have to. Please don't let anyone connect to your computer remotely.
I already let someone connect and paid them. What now?
Turn the computer off or disconnect it from the internet, and call your bank or card company about the charge. Then bring the computer to us. It's nothing to be embarrassed about. These people are very good at scaring folks, and it happens to smart people.
Will I lose my files?
Usually not. We work to remove the infection and keep your files. In rare cases, particularly with ransomware, files may already be locked. We'll be honest about what we find.
What about Macs?
Macs have fewer viruses, but they still get adware, fake cleaner programs and phishing. If your Mac is acting strangely, we can take a look.
Can you check my phone too?
Yes. Phone problems are usually bad apps, browser pop-ups or fake calendar invites. Bring it in with the computer.