Guide
How to remove a virus or malware — safely, on Windows and Mac
Most "my computer has a virus" cases are not what people fear. Some are harmless browser junk, some are outright scams designed to panic you into paying, and a few are the real thing. Knowing which is which keeps you from making a bad situation worse.
Work out what you are actually dealing with
The right response is completely different depending on the type. Match your symptoms to one of these before doing anything.
- Pop-ups and redirects — ads everywhere, a changed browser homepage, new toolbars — usually adware or a browser hijack, annoying but rarely dangerous
- "Your computer is infected — call this number" — a full-screen scare page or a phone call: this is a scam, not a virus. Do not call, and do not let anyone connect remotely
- Hot, loud and slow for no reason — possibly a hidden cryptominer using your machine; worth a proper scan
- Files renamed or locked, demanding payment — ransomware — the most serious case, and one to stop and get help with immediately
Before you touch anything
A few first moves protect you regardless of the type. If files are being encrypted (ransomware), disconnect from the internet straight away to stop it spreading. Never call a number a pop-up gives you, never give a cold-caller remote access, and never enter passwords or card details into a warning message. If the machine is still usable and your files are not already backed up, get a copy onto an external drive first.
Cleaning it — the tools differ by platform
Both systems have built-in protection and both have a trusted free second-opinion scanner. Yes, Macs get malware too — mostly adware and browser hijackers, but real all the same.
On Windows
- Windows Security — open it, run a Full scan, then a Microsoft Defender Offline scan — that reboots and catches things that hide while Windows is running
- A second opinion — the free version of Malwarebytes is the standard tool for catching adware Defender misses
- Remove bad apps — Settings > Apps — uninstall anything you do not recognise that arrived around when the trouble started
- Reset the browser — remove unknown extensions and reset the homepage/search in Chrome, Edge or Firefox
On a Mac
- Check Login Items and Profiles — System Settings > General > Login Items, and Privacy & Security > Profiles — remove anything unfamiliar; sneaky adware hides here
- Delete unknown apps — drag suspicious apps to the Trash and empty it, then remove their leftovers
- Reset browser extensions — remove unknown Safari/Chrome extensions and reset the homepage and search engine
- A second opinion — Malwarebytes for Mac is free and reliable; macOS also has built-in protection (XProtect) working quietly underneath
Scareware and "tech support" scams
The pop-up that fills the screen, plays an alarm and tells you to call Microsoft or Apple is the most common "virus" we see — and it is pure theatre. Microsoft and Apple never do this. Do not call the number, do not let anyone take remote control, and do not pay. Close the browser (force-quit it if it will not close) and the "infection" goes with it. If you did let someone in or hand over card details, treat it as fraud: change passwords from another device and call your bank.
When a clean is not enough
Deep infections, rootkits and anything that has had administrator access are safest dealt with by backing up your files and reinstalling the operating system fresh. Ransomware is its own category — do not pay, because payment rarely returns the files and marks you as a target. Disconnect the machine, keep it as-is, and get advice; sometimes a decryptor exists, and your recent backups may be the real answer.
Worked through these and still stuck? Read us the symptoms and we will tell you what is likely wrong — free, any hour.
Call 0478 953 755Common questions
Do Macs really get viruses?
Yes — though the common cases are adware, browser hijackers and scam pop-ups rather than classic viruses. They are real and worth removing. The bigger risk for Mac users is the tech-support scam pop-up, which works the same on any computer.
A pop-up says to call Microsoft or Apple — is it real?
No. Neither company puts a phone number in a full-screen warning, and neither cold-calls you about a virus. It is a scam designed to get remote access to your machine or a payment. Close the browser and ignore it; never call the number.
Will a factory reset get rid of a virus?
Usually, yes — reinstalling the operating system removes almost everything. Back up your files first, and be a little careful restoring them so you do not bring the problem straight back. For anything involving ransomware or bank details, get advice before you wipe.
My files are locked and it is demanding payment — what do I do?
That is ransomware. Do not pay — it rarely works and marks you as a target. Disconnect the machine from the internet, leave it as it is, and get help. Your best route back is almost always a recent backup, and sometimes a free decryptor exists for that strain.
Still not sure?
Describe what the machine is doing and we will tell you what is likely wrong and whether it is worth fixing — before you spend anything. Diagnosis over the phone is free, 24 hours a day.
Call 0478 953 755