[KB2505] My computer has a virus—what should I do?

Issue

• You suspect that your computer is infected with a virus or malware
• You were directed by ESET Technical Support to complete preliminary malware troubleshooting

Solution

1. Back up any important or valuable files on your computer.

2. Rule out currently trending threats.

3. Detect threats and quarantine them. If you have an ESET product installed, run a Computer scan. If you do not have an ESET product installed, run the ESET Online Scanner using the default settings.

   Leave the detected threats in quarantine

   After running a scan, the detected threats will be placed in quarantine. Leave the detections there. Files stored in quarantine are disabled and encrypted, preventing them from running again and allowing for further analysis if needed.

4. If you detect a threat during the computer scan, complete a strict cleaning scan or find the appropriate malware removal tool to download.

   Complete all the above steps

   If any of the above steps improved your system but you skipped or were unable to complete one or more steps, go back and complete them. Completing all steps ensures full threat removal and system stability.

5. Restart your computer.

6. Check your computer. Are all issues resolved?

   • Yes: Process complete.
   • No: Collect logs with ESET Log Collector and send a copy of the logs to ESET Technical Support.
     

     Ensure to collect all logs

     Before you start collecting the logs, set the Collection profile to All.