FTC FACTS for Consumers

FOR THE CONSUMER 1-877-FTC-HELP

ftc.gov FEDERAL TRADE COMMISSION

Minimizing the Effects of 

alware is short for “malicious software;” it includes viruses 

— programs that copy themselves without your permission — and 

spyware, programs installed without your consent to monitor or control your 

computer activity. Criminals are hard at work thinking up creative ways to get 

malware on your computer. They create appealing web sites, desirable downloads, 

and compelling stories to lure you to links that will download malware, especially 

on computers that don’t use adequate security software. Then, they use the 

malware to steal personal information, send spam, and commit fraud.

Malware 

on Your Computer

M
Facts for Consumers 

It doesn’t have to be that way. So says a website 

with tips from the federal government and the 

technology industry that is helping consumers 

be on guard against Internet fraud, secure 

their computers, and protect their personal 

information. Indeed, OnGuardOnline.gov says 

consumers can minimize the havoc malware can 

wreak, and reclaim their computers and their 

electronic information.

Computers may be infected with malware if 

they:

l slow down, malfunction, or display 

repeated error messages;

l won’t shut down or restart;

l serve up a lot of pop-up ads, or display 

them when you’re not surfing the web; or

l display web pages or programs you didn’t 

intend to use, or send emails you didn’t 

write.

If you suspect malware is on your 

computer...

If you suspect malware is lurking on your 

computer, stop shopping, banking, and other 

online activities that involve user names, 

passwords, or other sensitive information. 

Malware on your computer could be sending 

your personal information to identity thieves.

Then, confirm that your security software is 

active and current: at a minimum, your computer 

should have anti-virus and anti-spyware 

software, and a firewall. You can buy standalone programs for each element — or a security 

“suite” that includes these programs — from 

a variety of sources, including commercial 

vendors or from your Internet Service 

Provider. Security software that comes preinstalled on a computer generally works for a 

short time unless you pay a subscription fee to 

keep it in effect. In any case, security software 

protects against the newest threats only if it 

is up-to-date. That’s why it is critical to set 

your security software and operating system 

(like Windows or Apple’s OS) to update 

automatically.

Some scam artists distribute malware disguised 

as anti-spyware software. Resist buying 

software in response to unexpected pop-up 

messages or emails, especially ads that claim 

to have scanned your computer and detected 

malware. That’s a tactic scammers have used 

to spread malware, and that has attracted the 

attention of the Federal Trade Commission, 

the nation’s consumer protection agency, as 

well as a number of state law enforcement 

agencies. Visit OnGuardOnline.gov to find a 

list of security tools from legitimate security 

vendors selected by GetNetWise, a project of 

the Internet Education Foundation.

Once you confirm that your security software 

is up-to-date, run it to scan your computer for 

viruses and spyware. Delete everything the 

program identifies as a problem. You may 

have to restart your computer for the changes 

to take effect.

If you suspect that your computer still is 

infected, you may want to run a second antispyware or anti-virus program. Some computer 

security experts recommend installing one 
Facts for Consumers

program for real-time protection, and another 

for periodic scans of your machine as a way to 

stop malware that might have slipped past the 

first program.

Finally, if the problem persists after you 

exhaust your own ability to diagnose and treat 

it, you might want to call for professional help. 

If your computer is covered by a warranty 

that offers free tech support, contact the 

manufacturer. Before you call, write down the 

model and serial number of your computer, the 

name of any software you’ve installed, and a 

short description of the problem. Your notes 

will help you give an accurate description to the 

technician.

If you need professional help, if your machine 

isn’t covered by a warranty, or if your security 

software isn’t doing the job properly, you 

may need to pay for technical support. Many 

companies — including some affiliated with 

retail stores — offer tech support via the 

phone, online, at their store, or in your home. 

Telephone or online help generally are the 

least expensive ways to access support services 

— especially if there’s a toll-free helpline — but 

you may have to do some of the work yourself. 

Taking your computer to a store usually is less 

expensive than hiring a technician or repair 

person to come into your home.

Once your computer is back up and running, 

think about how malware could have been 

downloaded to your machine, and what you 

could do to avoid it in the future. If your 

security software or operating system was outof-date, download the newest version and set it 

to update automatically. Use the opportunity to 

back up important files by copying them onto 

a removable disc. Other ways to minimize the 

chances of a malware download in the future:

l Don’t click on a link in an email or open 

an attachment unless you know who sent 

it and what it is. Links in email can send 

you to sites that automatically download 

malware to your machine. Opening 

attachments — even those that appear to 

come from a friend or co-worker — also 

can install malware on your computer.

l Download and install software only 

from websites you know and trust. 

Downloading free games, file-sharing 

programs, and customized toolbars may 

sound appealing, but “free” software can 

come with malware.

l Talk about safe computing. Tell your 

kids that some online activity can put a 

computer at risk: clicking on pop-ups, 

downloading “free” games or programs, 

or posting personal information.

Finally, monitor your computer for unusual 

behavior. If you suspect your machine has been 

exposed to malware, take action immediately. 

Report problems with malware to your ISP 

so it can try to prevent similar problems and 

alert other subscribers, as well as to the FTC 

(www.ftc.gov).

For More Information

The FTC works for the consumer to prevent 

fraudulent, deceptive, and unfair business 

practices in the marketplace and to provide 
Facts for Consumers

1-877-FTC-HELP FOR THE CONSUMER

FEDERAL TRADE COMMISSION ftc.gov

January 2008

information to help consumers spot, stop, and 

avoid them.

To file a complaint or to get free information 

on consumer issues, visit www.ftc.gov or 

call toll-free, 1-877-FTC-HELP (1-877-

382-4357); TTY: 1-866-653-4261. The 

FTC enters Internet, telemarketing, identity 

theft, and other fraud-related complaints into 

Consumer Sentinel, a secure, online database 

available to hundreds of civil and criminal 

law enforcement agencies in the U.S. and 

abroad.

Visit OnGuardOnline.gov for more tips on 

security our computer, protecting personal 

information whether you’re using a wireless 

connection or a traditional one, and guarding 

against Internet fraud. OnGuardOnline.gov is 

maintained by the Federal Trade Commission, 

the nation’s consumer protection agency.