Virus and malware removal

Signs of a virus or malware

Bring the computer in, or call, if you see any of these:

• A full-screen warning says the computer is infected or blocked and gives a phone number.
• A program you didn't install says it found viruses and wants payment to remove them.
• Pop-up ads appear on sites that never had them.
• Programs you don't recognize start every time the computer turns on.
• Files have new names or won't open, and a note asks for payment to unlock them.

Pop-up scams and fake virus warnings

A common one is made to look like a message from Microsoft, Apple or an antivirus company. It says the computer is infected or locked, sometimes with a loud alarm, and tells you to call a number. Whoever answers asks to connect to your computer, then asks for payment to fix it.

Don't call the number, don't pay, and don't let anyone connect to your computer.

If the warning keeps coming back, or you clicked something before it appeared, bring the computer to either store, or call about a remote session. If you already called the number or let someone connect, bring the computer in and tell us what happened.

Spyware removal

Spyware runs in the background and records what you do on the computer: the sites you visit, and sometimes what you type, including passwords. It often arrives bundled with another download or a fake update.

We remove it with your files kept. Then change the passwords you used on that computer, as described further down this page.

Ransomware removal

Ransomware locks your files and leaves a note asking for payment to unlock them. If you see that note, disconnect the computer from the internet and bring it to either store.

We remove the ransomware and keep the files it hasn't locked. For files it has already locked, we tell you what is possible before any work starts.

If more than one computer in an office is affected, see small-business IT support.

Virus removal at our two stores

Walk into either store, Monday to Friday, 11 AM to 6 PM. Both stores are closed Saturday and Sunday. No appointment is needed, and we don't make house calls. We clean Windows laptops and desktops, store-bought or custom-built, and remove adware and pop-ups from Macs.

Bring the computer, and the charger if it is a laptop. Prefer to start online? Request a repair and the store replies by text or email.

• Schaumburg store: 831 E Algonquin Rd, Schaumburg, IL 60173, in Algonquin Plaza. 847-348-0264
• Des Plaines store: 1635 E Oakton St, Des Plaines, IL 60018. 847-585-2355

Remote malware removal

When the computer still turns on and has internet, pop-ups and malware can be removed in a remote session instead of a store visit. A technician works in a secure screen-sharing session while you watch every step, and you can end it at any time. How a session starts is explained under remote computer support.

How it works: diagnosis, then a quote

1. Walk in at either store, or call to ask whether a remote session suits the problem.
2. We find the real fault first and tell you what it costs before any work starts. You get a diagnosis and a quote back the same business day.
3. There is a diagnostic fee, and it goes toward the repair. We don't post prices, because the cost depends on the job.
4. Once you approve the quote, we remove the infection.

After the clean-up: passwords and two-step sign-in

Malware and scam callers are often after passwords. Once the computer is clean, change the passwords for your email, bank and shopping accounts, and turn on two-step sign-in where an account offers it, so a code on your phone is needed as well as the password.

If you want a hand changing passwords, a technician can do it with you in store as part of tech support and computer help.

When it isn't malware

Some problems look like a virus but are something else:

• A failed drive, or a computer that won't start with files you need on it: data recovery
• A MacBook with a hardware fault: MacBook repair
• A laptop that is only slow, with no pop-ups or programs you didn't install: laptop repair
• A desktop or gaming PC that is only slow: PC and desktop repair

Common questions

A pop-up says my computer is locked and to call Microsoft. Should I call?

No. Don't call the number, don't pay, and don't let anyone connect to your computer. If the warning won't go away, bring the computer to either store, or call Schaumburg at 847-348-0264 or Des Plaines at 847-585-2355.

Will I lose my files?

Viruses, spyware, pop-ups and scam warnings are removed with your files kept. Ransomware is removed too, and for any files it has already locked, we tell you what can be done before any work starts.

Can you remove it remotely?

Yes, for pop-ups and malware, as long as the computer still starts and gets online. You watch the whole session on your screen and can end it at any time. Call to ask whether your problem suits a remote session.

Is there a charge to look at it?

There's a diagnostic fee, and it goes toward the repair. We tell you what the removal will cost before any work starts.

Do I need an appointment?

No. Walk in at Schaumburg or Des Plaines, Monday to Friday, 11 AM to 6 PM. Both stores are closed Saturday and Sunday.