Virus is not being detected

Cmorales87 · June 2023

I bought Bitdefender specifically because my wife downloaded something with a virus and it is not detecting it. Scans keep coming back stating everything is fine. I ran multiple full scans and even scanned specific chrome and download files.

However, every time I turn on the PC, Google Chrome send a bunch of system alerts and pop ups stating that virus protection expired with a fake link to renew (some notifpushnext website). What can I do since it's not doing it job?

Gjoksi · June 2023

Hello.

You might be a victim of adware, so do the steps below.

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) Scan (and disinfect, if needed) your PC with Bitdefender Rescue Environment:

https://www.bitdefender.com/consumer/support/answer/29132/

8) Restart your PC.

9) 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 · June 2023

Hello @Cmorales87,

This is most likely adware and this is why it's not being detected during scanning. Ads, which may be pop-ups or videos, may not be a problem at first, but behind them may be a suspicious program monitoring the user’s activity, establishing a shadow pattern of browsing habits, or encouraging you to purchase a product through an affiliate network (like that fake renewal link).

It's about who takes the bait, just like in phishing. Even security software can face some problems when it comes to adware, and that’s because there are legitimate services that come bundled with ad-based software. But, if something malicious has been installed, a simple scan will reveal all suspicious files and programs which you can then delete with a single click.

All you have to do to get rid of the annoying adware is to follow the recommended steps from this article:

https://www.bitdefender.com/consumer/support/answer/2574/

Regards