I need some help
I often run the scan on my laptop to be sure I have no issues. Well lately when I go to open a link I have had a tab open with what looked like a newspaper but a smaller pic would come over the top of it with an ad for Fast and Furious. Running the scan did not stop it from happening. Today when I clicked on a link on a page I have used for years and its not always the same one I get this
I have run the scan several times but nothing seems to be stopping it. I am not overtly computer literate so anyone that can give me some advice would be grateful
Scanning does not seem to be stopping
Comments
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Hello.
Do the following:
1) Start your PC in Safe Mode, by following these steps:
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.
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