I need some help

Windsweptgold

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

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.

Reuthofbit99

I used to chat with some one to help me. But i don't remember how to access

Reuthofbit99

I pay every month

Gjoksi

@Reuthofbit99

Hello.

You should contact Bitdefender Consumer Support by chat, telephone or e-mail:

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

Chat is the fastest way to get in touch with Bitdefender Consumer Support.

For example: Select How to's & Troubleshooting Bitdefender products -> Troubleshooting -> Bitdefender Total Security, scroll down, click on "Contact Support" in the black rectangle and select "Chat 24/7".

NOTE: Bitdefender telephone support is not toll-free!

Regards.

Alexandru_BD

https://community.bitdefender.com/en/discussion/comment/326238#Comment_326238

Hi,

I saw that you had a chat with a support representative just now. Have you received a satisfactory resolution?

Regards

Flexx

Additionally, kindly install an adblocker extension in your browser such as uBlock Origin or AdGuard with privacy blocker extension such as Ghostery or Privacy Badger. This should do it.

Regards