You suspect your PC is infected. What should you do?

This article concerns:

• Kaspersky Security Cloud
• Kaspersky Internet Security
• Kaspersky Anti-Virus
• Kaspersky Total Security
• Kaspersky Small Office Security

Issue

• Unknown applications, folders or icons appear on your PC. 
• Windows pop up repeatedly with interface similar to anti-virus software or Microsoft support notifications. You can see warning messages about viruses, vulnerabilities and system problems inside those windows. The warning windows will occasionally show telephone number to contact to resolve the issue.
• The PC is working slower than usual. 
• The mouse pointer moves independently, browser or other application windows open by themselves.
• You receive a lot of spam email, often with threats: computer has been hacked, personal data or browsing history has been copied. You are asked to pay ransom in bitcoins to prevent the data from being published.

Solution

1. In a Kaspersky application, enable detection of legitimate programs which can be used by cybercriminals. See instructions below.
2. Get rid of spam emails. See instructions below.

What to do if the issue persists

If the instructions didn't help, submit a request with a detailed description of the issue to Kaspersky technical support:

• Through My Kaspersky for Kaspersky Internet Security, Kaspersky Anti-Virus, Kaspersky Total Security, and Kaspersky Security Cloud. See the Online Help page for instructions.
• Through the Kaspersky Small Office Security Management Console for Kaspersky Small Office Security. See the Online Help page for instructions.

Include a report from the Get System Info utility into your request and attach screenshots of every object you find suspicious.

How to enable detection of vulnerable software

How to get rid of spam

Useful references

The application was not installed. Your computer may be infected by viruses.
Active infection: Failed to install a Kaspersky product. Your computer might be infected