Instructions on removal Viruses
Posted: Sun Dec 22, 2024 6:24 am
When remotely connecting to a customer’s Windows 10 computer to remove viruses, it’s important to be thorough and careful. Here are 10 steps to guide you through the process:
1. **Establish a Secure Remote Connection**
- Use a trusted remote desktop tool like **AnyDesk**, to connect securely.
- Ensure the connection is encrypted to protect customer data.
- Confirm that the customer is aware of and consents to the session.
2. **Install/Reinstall Antivirus or Anti-Malware Software**
- If the system doesn't have antivirus or anti-malware software installed, download and install a reliable one such as **Malwarebytes**, **Windows Defender**, or **Kaspersky**.
- Ensure you are installing a legitimate, up-to-date antivirus from a trusted source.
3. **Update Antivirus Software and Definitions**
- Once the antivirus or anti-malware software is installed, update it to the latest virus definitions.
- This ensures the software can detect the most recent threats.
4. **Boot into Safe Mode**
- To prevent active malware from interfering with the scan, instruct the customer to restart their computer in **Safe Mode**.
- To do this, press **Shift** while selecting “Restart” from the Start Menu, go to **Troubleshoot > Advanced options > Startup Settings**, and then restart and select **Safe Mode**.
- Alternatively, use **msconfig** to configure a boot into Safe Mode remotely.
5. **Run a Full System Scan**
- Initiate a full system scan using the antivirus or anti-malware software.
- Let the scan detect and remove viruses, malware, and other threats.
- Depending on the severity of the infection, this may take some time.
6. **Quarantine or Remove Detected Threats**
- Once the scan is complete, review the detected threats.
- Choose to **quarantine** or **delete** infected files, based on the software’s recommendations.
- If any important system files are flagged, take extra care to avoid causing system instability.
7. **Delete Temporary and Suspicious Files**
- Run a cleanup tool (like **CCleaner**) to delete temporary files and caches where viruses or malware might hide.
- Manually check suspicious folders like **Temp**, **AppData**, and the **Downloads** folder for unknown or suspicious files.
8. **Check and Clean Browser Extensions**
- Open each web browser (Chrome, Firefox, Edge) and inspect installed extensions or add-ons.
- Remove any unknown or suspicious extensions that could be linked to malware or adware.
- Reset the browser settings to their default if necessary.
9. **Disable Unnecessary Startup Programs**
- Open **Task Manager** and go to the **Startup** tab.
- Disable any unfamiliar or unnecessary programs that automatically start with Windows, as these could be related to malware.
- Check for malware-like entries with unusual names or those marked as having a high impact on performance.
10. **Run Final Security and Health Check**
- After the system scan and cleaning, run a final health check with **Windows Defender** or the installed antivirus to ensure all threats have been removed.
- Perform a Windows Update to ensure the system is fully updated and patched against future vulnerabilities.
- Restart the computer and verify that the system is running smoothly and without performance issues.
---
Additional Recommendations:
- **Educate the Customer**: After the cleanup, educate the customer on safe browsing practices and the importance of keeping antivirus software updated.
- **Install Security Updates**: Ensure Windows 10 is fully updated with the latest security patches.
- **Backup the System**: Recommend setting up regular system backups to protect against future issues.
By following these steps, you’ll ensure a comprehensive virus removal process during a remote support session.
1. **Establish a Secure Remote Connection**
- Use a trusted remote desktop tool like **AnyDesk**, to connect securely.
- Ensure the connection is encrypted to protect customer data.
- Confirm that the customer is aware of and consents to the session.
2. **Install/Reinstall Antivirus or Anti-Malware Software**
- If the system doesn't have antivirus or anti-malware software installed, download and install a reliable one such as **Malwarebytes**, **Windows Defender**, or **Kaspersky**.
- Ensure you are installing a legitimate, up-to-date antivirus from a trusted source.
3. **Update Antivirus Software and Definitions**
- Once the antivirus or anti-malware software is installed, update it to the latest virus definitions.
- This ensures the software can detect the most recent threats.
4. **Boot into Safe Mode**
- To prevent active malware from interfering with the scan, instruct the customer to restart their computer in **Safe Mode**.
- To do this, press **Shift** while selecting “Restart” from the Start Menu, go to **Troubleshoot > Advanced options > Startup Settings**, and then restart and select **Safe Mode**.
- Alternatively, use **msconfig** to configure a boot into Safe Mode remotely.
5. **Run a Full System Scan**
- Initiate a full system scan using the antivirus or anti-malware software.
- Let the scan detect and remove viruses, malware, and other threats.
- Depending on the severity of the infection, this may take some time.
6. **Quarantine or Remove Detected Threats**
- Once the scan is complete, review the detected threats.
- Choose to **quarantine** or **delete** infected files, based on the software’s recommendations.
- If any important system files are flagged, take extra care to avoid causing system instability.
7. **Delete Temporary and Suspicious Files**
- Run a cleanup tool (like **CCleaner**) to delete temporary files and caches where viruses or malware might hide.
- Manually check suspicious folders like **Temp**, **AppData**, and the **Downloads** folder for unknown or suspicious files.
8. **Check and Clean Browser Extensions**
- Open each web browser (Chrome, Firefox, Edge) and inspect installed extensions or add-ons.
- Remove any unknown or suspicious extensions that could be linked to malware or adware.
- Reset the browser settings to their default if necessary.
9. **Disable Unnecessary Startup Programs**
- Open **Task Manager** and go to the **Startup** tab.
- Disable any unfamiliar or unnecessary programs that automatically start with Windows, as these could be related to malware.
- Check for malware-like entries with unusual names or those marked as having a high impact on performance.
10. **Run Final Security and Health Check**
- After the system scan and cleaning, run a final health check with **Windows Defender** or the installed antivirus to ensure all threats have been removed.
- Perform a Windows Update to ensure the system is fully updated and patched against future vulnerabilities.
- Restart the computer and verify that the system is running smoothly and without performance issues.
---
Additional Recommendations:
- **Educate the Customer**: After the cleanup, educate the customer on safe browsing practices and the importance of keeping antivirus software updated.
- **Install Security Updates**: Ensure Windows 10 is fully updated with the latest security patches.
- **Backup the System**: Recommend setting up regular system backups to protect against future issues.
By following these steps, you’ll ensure a comprehensive virus removal process during a remote support session.