Bitdefender did NOT remove Malware-can anyone help please ?

Techchallengednanna

Hi from Australia.

I somehow have malware on my desktop PC-it's re-captha-version 3 with some other numbers. I purchased bitdefender as it was literally only website I seemed to be able to access without the malware changing the url to something odd with a bear picture on the screen or me receiving an error message on Google Chrome (will try to attach a photo). I have run a full scan and bitdefender is stating no threats found which is totally wrong as the malware is 100% still there. Can anyone please help as I am annoyed if I've wasted my money on a product that was supposed to remove the malware but it hasn't, and I'm also

malw.png

stressed because I have had to log into my normal sites like facebook multiple times so I'm very worried my password or passwords have been compromised.

Gjoksi

Hello.

My specs:

OS Windows 10 Pro 22H2 x64 With Latest Windows Updates Installed
OS Build 19045.4355
Experience Windows Feature Experience Pack 1000.19056.1000.0
BD Total Security 27.0.35.147

Just did a test and here are the results:

Google Chrome 124.0.6367.119 x64:

Mozilla Firefox 125.0.3 x64:

As you can see from the screenshots, the website works fine for me on both Google Chrome and Mozilla Firefox. Something is definitely wrong with your PC.

So, scan (and disinfect, if needed) your PC with Bitdefender Rescue Environment:
https://www.bitdefender.com/consumer/support/answer/29132/

Next, Restart your PC.

If the step 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.
NOTE: If any of the log file is larger than 25MB, you can upload the log file here:
https://upload.bitdefender.net/
After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.
Regards.

Techchallengednanna

Hi and thank you for responding. I followed your instructions re the Rescue Environment but to no avail :(

I will have to try to follow your other instructions but I really am not good with technology.

I don't understand why my PC still has that stupid malware on it and Bitdefender did not remove it. I don't even know how it got onto my desktop PC as I don't click on links in emails or strange websites so that is also a mystery.

I'm really worried about using my PC but I have no other devices, not even a mobile/cell phone.

Sorry edited to add, that the scans are not showing any issues which is absolutely 100% wrong and my PC definitely has that malware on it. It is called Re-captha-version-3 and some numbers I also saw-it is NOT the pop up virus with same name. It is definitely the malware and it just won't go away.

Techchallengednanna

I was able to get an IT person here for over 2 hours and he said I need to call the router/modem people tomorrow because the malware is in the router/modem and he cannot remove no matter what he tried because the malware wouldn't allow him to access the router/modem.

He said he also cannot understand why bitdefender didn't even acknowledge the malware on my PC which he could clearly see but bitdefender acted like it couldn't see the malware. On positive side, he didn't charge me because he couldn't resolve the problem.

I'm not impressed with bitdefender and will definitely email them as their product is not picking up this re-captha-version-3 malware.