Computer Security
What to do if you think your computer has malware
Strange pop-ups, fake antivirus warnings, browser redirects, unfamiliar software, or a caller taking remote control of your computer can all be reasons to stop and investigate. The safest first steps are usually simple.
1. Stop entering sensitive information
If the computer may be compromised, avoid using it for banking, shopping, email-password changes, or other sensitive logins until you know more. Use a different trusted device for urgent account activity.
2. Disconnect suspicious remote access
If an unexpected caller, pop-up, or website convinced you to install remote-control software, end the session and disconnect the computer from Wi-Fi or Ethernet. Do not continue following instructions from the caller or pop-up.
3. Do not pay a warning on the screen
Legitimate security tools do not normally demand gift cards, cryptocurrency, wire transfers, or immediate payment to a stranger who called you. A browser message claiming your computer is locked or infected is not proof that the claim is real.
4. Protect important accounts from another device
If you entered a password while the computer was under suspicious remote control, change that password from a separate trusted device. Start with your primary email account because it is often used to reset other accounts. Enable multi-factor authentication where available.
5. Preserve useful details
Write down what happened, when it started, what program or website was involved, whether anyone remotely accessed the computer, and whether payment or account information was entered. A screenshot can help when it does not expose passwords, account numbers, or other private information.
6. Get the computer checked before assuming the worst
Not every strange computer problem is malware. Browser extensions, failed updates, unwanted software, hardware trouble, and ordinary configuration problems can produce similar symptoms. A proper diagnosis helps avoid unnecessary resets or replacing a computer that can be repaired.
If money or banking information was involved
Contact the financial institution directly using a trusted phone number or its official app or website from another device. Technology cleanup cannot reverse a payment or guarantee that information already exposed has not been used.
Need help investigating a suspicious computer in Ames? Potent Technology provides malware and computer troubleshooting without requiring you to diagnose the problem yourself. If a stranger remotely controlled the computer or the incident involved a fake support call, use the scam-help path for the more specific response workflow.