Question about Malware

OwnerOfBitdefender

I think Malware is still on my computer (after I hired someone to clean it).

I did more research on stuff and realized that jpgs and pngs could pose a threat. I deleted all the files on my computer and will clean off my external hard drive of all unneeded jpgs, pngs, and any double extension, jpg/png files....pdfs I will also delete.

Earlier, I noticed a few double extension images on my computer and deleted them. They're bad news and maybe the source of my problems. Which brings me to another question, can deleted files still pose a threat? I didn't use Bitdefender's file ripper... I just grabbed everything and pressed delete, and then emptied the recycling bin. (I'm still learning about internet security software so...)

I talked to someone about installing Glary Utilities, but the people at Dell say not to do that...(two file cleaning apps isn't a good idea).

I know how to work a lot of software, but there's still much to learn. Any help would be welcome.

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.

OwnerOfBitdefender

@Gjoksi Hi! Thanks for the help. I found info on how to start up in Safe Mode and then get out of of Safe Mode. Is this what the Run command will look like in Safe Mode? I found a video on youtube: Delete Temp Files in Windows 10 Using Run - YouTube. (This forum won't let me post a link. I haven't been here long enough.)

I feel a bit out of my element. I've rarely been in safe mode.

Flexx

https://community.bitdefender.com/en/discussion/95970/question-about-malware

It is not necessary to run the commands in safe mode, you can follow the same procedure in normal mode also, it hardly matters.

Regards