Problem With Cleancaptcha Malware. Any Help?

Tarla

Somehow malicious software cleancaptcha and some others have got onto my computer. I must have inadvertently clicked on something. I've done a complete Bitdefender scan and it says my computer is clean, but these popups, some of them quite graphic, keep popping up. I don't know how to get rid of them and I'm not that computer savvy. Can someone please help?

Gjoksi

Hello.

Do the following:

1) Start your PC in Safe Mode, by following these steps:

https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-92c27cff-db89-8644-1ce4-b3e5e56fe234

2) Open the Run command:

https://www.makeuseof.com/windows-open-run-command-dialog-box/

and run the below commands one by one:

temp - delete all the folders/files in the folder

%temp% - delete all the folders/files in the folder

prefetch - delete all the folders/files in the folder

3) Restart your PC in General Mode, by following these steps:

https://www.techwalla.com/articles/how-to-restart-a-computer-in-normal-mode

4) Reset/Refresh your browsers:

Google Chrome - https://support.google.com/chrome/answer/3296214?hl=en

Mozilla Firefox - https://support.mozilla.org/en-US/kb/refresh-firefox-reset-add-ons-and-settings

Microsoft Edge - https://malwaretips.com/blogs/reset-microsoft-edge/

Opera - https://browsersolution.com/reset-opera-browser

Vivaldi - https://help.vivaldi.com/desktop/install-update/full-reset-of-vivaldi/

Brave - https://support.brave.com/hc/en-us/articles/360017903152-How-do-I-reset-Brave-settings-to-default-

5) Run a System Scan with your Bitdefender program.

6) Restart your PC.

7) If the steps provided above didn't help, do the following steps:

Take screenshot(s) of the issue,

create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

and

create a log file on your Windows device using BDsysLog, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1922/

Next, contact Bitdefender Consumer Support by e-mail:

https://www.bitdefender.com/consumer/support/help/

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log files you already created in the first step.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

Regards.

Alexandru_BD

@Tarla if you still receive these pop ups, then your browser might connect to the source either through allowed notifications or toolbars/extensions. I suggest that you clear the cache & cookies, remove any unused/unknown extensions and if the issues persist, reset your browser.

You can also access the notifications settings on your Windows device and check for all the senders(apps) that might display pop-ups to you. If you notice an app you don't recognize, simply disable notifications for it.

If you are using Chrome, you can remove all browser notifications by following the steps described in this article:

https://ourtechroom.com/fix/turn-off-chrome-notification-windows-10/

Let us know what works for you.

Regards

Tarla

Thank you so much Gjoksi (and Alexandru), your instructions did the trick. No more nasty pop-ups and I now feel more confident if (when?!) this sort of thing happens again. Much appreciated.

Alexandru_BD

Thank you @Tarla for your confirmation. I am glad to hear the issue was resolved.

What a team we make @Gjoksi 😊