What Should You Do If You Think You’ve Been Infected?

If you suspect malware, don’t panic and don’t start deleting random files.

The safest response depends on the circumstances.

If the computer is behaving strangely

Stop entering sensitive information until you understand what’s happening.

If you see a suspicious pop-up

Don’t automatically call the telephone number displayed in the pop-up.

Fake security warnings often use alarming messages designed to make you act without thinking.

If you believe an account has been compromised

Use a known-clean device where possible to change important passwords and secure the affected accounts.

If ransomware may be involved

Disconnect the affected computer from networks where practical and avoid attempting random repairs.

If important files are involved

Don’t reinstall Windows or start deleting files before considering whether the data needs to be preserved.

If you’re unsure

Contact Computerist and explain what you’re seeing.

Virus & Malware Removal for Windows

Windows computers remain common targets for malicious software.

Computerist can investigate Windows systems experiencing:

Suspicious pop-ups

Browser hijacking

Unwanted software

Antivirus alerts

Suspicious processes

Performance problems

Unexpected applications

Security configuration changes

Other unusual behaviour

Depending on the situation, remediation may involve removing malicious or unwanted software, restoring appropriate settings, checking security controls and reviewing the system for other signs of compromise. For practical guidance on preventing and protecting against malware, see the Australian Cyber Security Centre — How to protect yourself from malware

Malware on a Mac

Macs aren’t immune to malicious or unwanted software.

Mac users can encounter:

Browser hijackers

Malicious extensions

Fake security alerts

Unwanted applications

Adware

Credential theft attempts

Phishing

Other unwanted behaviour

A suspicious Mac should be assessed rather than assumed to be immune.

What Happens During Malware Removal?

Remove the Threat — Then Fix the Cause!

Removing malicious software is only part of the job. We also look at how the problem occurred, whether Windows and security software are up to date, whether suspicious applications or browser extensions remain, and whether your accounts or data may need additional attention.

Malware removal should be more than:

“Run an antivirus scan.”

A scan can be useful, but it is only part of the process.

1. We listen to what happened

When did the problem begin?

What changed?

What did you click, install or download?

What warnings appeared?

What accounts were being used?

These details can help identify what we’re dealing with.

2. We assess the computer

We’ll investigate the system for signs of malicious or unwanted software and determine whether the symptoms could have another explanation.

3. We identify the problem

Where possible, we’ll establish:

What is causing the behaviour

Whether malware appears to be present

Whether unwanted software is involved

Whether Windows itself is damaged

Whether hardware may be contributing to the problem

4. We remove or remediate the problem

Where appropriate, we’ll remove malicious or unwanted software and restore affected settings.

The exact remediation depends on the type and severity of the problem.

5. We consider account security

Removing malware from a computer doesn’t automatically mean compromised accounts are safe.

If credentials may have been exposed, you may need to:

Change passwords

Enable MFA

Review account activity

Sign out of other sessions

Check recovery information

Review suspicious email activity

For Microsoft 365 environments, this can become particularly important.

Microsoft 365 Support

6. We check the system afterwards

The goal isn’t simply to make the pop-up disappear.

We want to determine whether the system is behaving normally and whether further security measures are appropriate.

Malware & Microsoft 365

A compromised computer and a compromised Microsoft 365 account are two different problems.

A user may have:

1. A malware infection on their computer.
2. A stolen Microsoft 365 password.
3. A compromised Microsoft 365 session.
4. A phishing attack that never involved malware at all.

These situations require different responses.

Computerist has experience working with Microsoft 365 environments and can help investigate the wider situation when a device infection may have affected business accounts.

Ransomware & Encrypted Files

Ransomware is one of the more serious forms of malware.

It can make files inaccessible by encrypting them or otherwise restricting access.

Possible warning signs include:

Files suddenly becoming unreadable

File extensions changing

Ransom notes

Unusual desktop messages

Multiple computers becoming affected

Network shares becoming inaccessible

If you suspect ransomware:

Stop and isolate the affected systems where practical.

Don’t simply keep using the computer.

Don’t immediately pay a ransom.

Don’t start randomly deleting encrypted files.

And don’t assume that restoring one computer will solve a business-wide compromise.

For businesses, ransomware can require a broader incident-response and disaster-recovery process.

What To Do If You Suspect Ransomware?

If files have suddenly become inaccessible, renamed or encrypted, stop using the affected computer and avoid making unnecessary changes. Computerist can help assess what has happened and identify the practical next steps for containment, recovery and restoring normal operation.

Malware Removal for Small Businesses

A malware infection on a business computer can become a business-wide problem.

Potential consequences include:

Lost productivity

Data exposure

Account compromise

Email compromise

Ransomware

Network disruption

Customer impact

Financial loss

Regulatory concerns

If a business computer appears compromised, don’t simply clean it and put it straight back onto the network without considering the wider environment.

Computerist can help investigate the affected endpoint and identify whether broader IT or security measures need to be considered.

Preventing the Next Infection

Removing malware solves the immediate problem.

Preventing another infection is the longer-term goal.

Depending on your circumstances, useful measures can include:

Keep Windows and applications updated

Security vulnerabilities are regularly addressed through software updates.

Use reputable security software

Ensure your endpoint protection is active and properly configured.

Enable MFA

Multi-factor authentication can significantly reduce the damage caused by stolen passwords.

Be cautious with email attachments

Unexpected attachments and links should be treated carefully.

Don’t trust alarming pop-ups

Especially those telling you to call an unknown number.

Keep reliable backups

Backups are particularly important in the event of ransomware.

Review account security

Use strong, unique passwords and monitor important accounts.

Keep business devices managed

Businesses benefit from centralised security, patching, monitoring and endpoint management.

What Happens When You Contact Computerist?

1. Tell us what you’ve noticed

Don’t worry about using the correct technical terminology.

Describe what you see.

2. We investigate

We’ll determine whether the problem appears to be malware, unwanted software, a browser issue, Windows or something else.

3. We assess the risk

If there are indications that accounts, data or other devices may be affected, we’ll explain what that means.

4. We remediate the device

Where appropriate, we’ll remove malicious or unwanted software and restore affected settings.

5. We discuss account security

If credentials may have been exposed, we’ll explain the steps you should take.

6. We help prevent recurrence

Where appropriate, we’ll recommend practical security improvements.