You suspect your PC is infected. What should you do?
Latest update: June 5, 2023
ID: 15403
This article concerns:
- Kaspersky Basic, Standard, Plus, Premium
- 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.
- Pop-ups appear 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 occasionally show a telephone number to contact for resolving 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, often with threats: your 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
- In a Kaspersky application, enable detection of legitimate programs which can be used by cybercriminals. See the guide below.
- Get rid of the spam emails. See the guide below.
What to do if the issue persists
If the issue persists, contact Kaspersky Customer Service by choosing the topic and filling out the form.
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 legitimate software which can be used by cybercriminals
For Kaspersky Basic, Standard, Plus, Premium
- Click
in the lower-right corner of the main window in a Kaspersky application. To learn how to open the main application window, see this article. - Go to Security settings.
- Go to Threats and Exclusions.
- Select the check box Detect other software that can be used by intruders to damage your computer or personal data.
- Click Continue.
- Click Save.
- Click Confirm.
For Kaspersky Security Cloud, Kaspersky Internet Security, Kaspersky Anti-Virus, Kaspersky Total Security, Kaspersky Small Office Security
- Click in the lower-right corner of the main window in a Kaspersky application. To learn how to open the main application window, see this article.
- Go to Threats and Exclusions.
- Select the check box Detect other software that can be used by criminals to damage your computer or personal data.
- Click Continue.
- Click Save.
The detection of legitimate programs that are vulnerable to cybercriminal interference will be enabled. Upon enabling riskware detection, we recommend that you do the following:
- Update databases. For instructions, see the following Online Help pages:
- Run a full scan of your computer. For instructions, see the following Online Help pages:
How to get rid of spam
- Check your email address on a website for tracking data leakages.
- If the check shows that your email address got involved in a data leakage, change your password.
If you used similar passwords on other websites, change your passwords on those websites as well. - Delete all emails that contain spam.