My laptop is infected, what should I do?

[yungman]

Hi

I was on Yahoo reading some articles and the screen popped up and said my computer is infected, telling me not to turn off the computer and call Microsoft with some number. Before I can screen capture the message, it disappeared.

I have Norton 360, I click the icon to try to do a scan, the program is corrupted. I went on Norton and download the program. I have problem re-installing the program. I am still trying.

At the mean time, I backed up all the stuffs from the computer into a memory stick. I don't dare to put it on another computer because I afraid even the stuffs I back up into the memory stick is infected. My question is how do I scan the memory stick with another computer without taking the risk of infecting the other computer?

Far as this infected laptop, what can I do? The Norton just have another error, I am about to run power eraser. I just want to clean the computer at this point, nothing more stuff that is of value on the computer anymore. I just hope I don't have to wipe the whole laptop and start all over again. Please advice.

Thanks

 

[PeppaPig]

Are you sure the popped up screen came from your computer? Sometimes ads on internet might show up and tell you that your computer is infected.

To ensure your memory stick doesn't get infected is to copy your files one by one but the best way is actually wipe your whole computer.

 

[yungman]

I somehow install the Norton 360 and ran the power eraser. BUT there were messages that installation failed. I really not comfortable the problem is fixed. Any other virus removal program I should run? Please advice some link for me to run.

Thanks

 

[yungman]

Are you sure the popped up screen came from your computer? Sometimes ads on internet might show up and tell you that your computer is infected.

To ensure your memory stick doesn't get infected is to copy your files one by one but the best way is actually wipe your whole computer.

No I am not sure. I hurried up to open the snipper program to capture the screen but it's too late. But one thing for sure, whatever happened, it destroy my Norton 360. I even went on control panel to try to uninstall Norton and it won't. Something is very wrong. But for now, I can still use the computer.

 

[PeppaPig]

I somehow install the Norton 360 and ran the power eraser. BUT there were messages that installation failed. I really not comfortable the problem is fixed. Any other virus removal program I should run? Please advice some link for me to run.

Thanks

You might have to contact Norton support.

 

[yungman]

I contacted Norton, they remotely access my computer and apparently they cannot find any problem. The Norton program is working. So they refer me to call their Virus removal team to be safe. I am going to call them tomorrow.

The person said it's common now a days that some scam going around saying the computer is infected and call a certain number. Of cause I did not call, instead I came here and went to Norton directly. But whatever the virus is, it sure screwed up the Norton program. So I am going to call tomorrow to work on this.

BTW, does the new Norton Core help? I am thinking about buying one. I am not particularly good with computers and I am the IT person of the house!