Removing Viruses and Malware from Windows or Mac OS


Question:

I have answered a phishing scam, have a virus, adware, or other malware on my Mac OS or Windows computer, entered my credentials where I shouldn't have, or have pop-ups I can't get rid of. How do I remove, clean, scan for, or delete a virus or malware from my computer?

Answer:

Due to licensing restrictions, the Consumer Version of Malwarebytes also referred to as Malwarebytes For Home, can only be run on personally-owned devices. Running Malwarebytes For Home software or services on a university-owned device violates the software licensing agreement. In order to run Malwarebytes products and services on a university-owned machine, you must purchase Malwarebytes for Business or the Enterprise Version. You can purchase either of these versions directly from Malwarebytes using a purchase order. If a quote requires a signature for processing, or for payment, it should be sent to ITPALS (IT Procurement and Licensing Solutions) for execution. If you have questions about purchasing Malwarebytes, please contact ITPALS by email at itprocurement@vt.edu.

For a comprehensive and searchable list of existing and vetted software available to university faculty and staff visit the Virginia Tech Information Technology Contracts Portal here.

If you need someone to remove the virus for you, you may take your computer to any computer service center that offers virus removal service (for a fee). Among other local vendors, the University Bookstore offers a 'backup and reformat' service and can be contacted at (540) 552-1459 or at service@bookstore.vt.edu.


Contents


Mac OS

  1. If the device is university-owned, instead of these instructions, please contact your local IT support or contact 4Help. If the device is personally owned, follow the steps below.

  2. A user can run run Malwarebytes on personally owned devices. However; due to licensing restrictions, Malwarebytes is only available to run on personally-owned devices.  Virginia Tech does not own an enterprise edition and therefore it violates the licensing agreement to run Malwarebytes on a university-owned device.

  3. Change all of your passwords, including Virginia Tech and non-Virginia Tech passwords. For help, see Changing or Resetting My Password.

  4. Check for any unauthorized changes in your VT Google Apps Mail account.

    1. Go to the Gmail security tips page.

    2. Click the Check your Gmail settings link, and then follow the instructions under it.

  5. If you are still having problems, contact the manufacturer of the computer for assistance resetting your computer to the factory settings.

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Windows  8 / 10

  1. If the device is university-owned, instead of these instructions, please contact your local IT support or contact 4Help. If the device is personally owned, follow the steps below.

  2. A user can run run Malwarebytes on personally owned devices. However; due to licensing restrictions, Malwarebytes is only available to run on personally-owned devices.  Virginia Tech does not own an enterprise edition and therefore it violates the licensing agreement to run Malwarebytes on a university-owned device.

  3. Use the built-in system restore utility to return to an earlier point in time before the problem started by following the appropriate instructions below:

  4. Change all of your passwords, including Virginia Tech and non-Virginia Tech passwords. For help, see Changing or Resetting My Password.

  5. Check for any unauthorized changes in your VT Google Apps Mail account.

    1. Go to the Gmail security tips page.

    2. Click the Check your Gmail settings link, and then follow the instructions under it.

  6. If you are still having problems, contact the manufacturer of the computer for assistance resetting your computer to the factory settings.